Thank you! We have received the required details. We will work towards a resolution. In the meantime, you may also receive assistance or suggestions from the community members.
Yikes -- I sympathize; that is ugly. You should be able to get a Dell tech onsite to repair the system, but be aware that replacement parts are often refurbished. I don't know that they will replace the entire system, even though it's obviously not usable on arrival. Remember that you have the right to return the system within 30 days. If it were me, I might exercise that option and order a new one. (I'm not a Dell employee and do not speak for Dell.)
I bought it from a Dell salesperson by telephone because I needed to query some aspects of the computer. He should have made it clear what 'Premium Support' meant - 'a virtual assistant' which can't deal with anything but the most basic of queries. I really need to send it back, but I think it might be an end of line unit, since every other retailer had sold out. I wish I'd taken someone else's advice and bought second hand, the only reason I bought new was to avoid the stress of having to deal with a fault.
I really would have expected Dell to rush out a new unit prompt by now. If I have to repack it, and cart it off to a shop to return it, I will ask for my money back.
I am very sorry to hear that you are experiencing issues with your new computer. I will work with you to resolve your issue as quickly as possible.Thank you for contacting us.
To ensure the privacy of your information, we recommend removing your service tag from your tweets. Instead, please send us a direct message, and we will be happy to assist you in resolving your computer issue.
If there's a human to discuss the problem I'm happy to do this, however I can't repeat what I've already been through on Twitter with a virtual assistant. Is this a virtual assistant?
I think there was another layer of support which I could have paid still more for. Is it called Dell Premium Support Plus? Do they get any effective support?
I'm just another user, but I've recently had the occasion to contact support.
If you go to the support page, enter your service ID and sign in, you should be presented with valid options for 24/7 support. Both the chat and phone options should connect you to an actual human. Know that the chat support techs typically have up to four (I believe) active chats on their screen at any time, but either phone or chat should work. The support phone in the US is 1-800-822-8965. The tech you're likely to speak/chat to is a contract employee, working for a pittance through the night from their home on the other side of the world, so be kind.
I haven't used Premium Plus. I know that if you have a problem which Dell deems not a simple break/fix, they try and hit you up for a pay-as-you-go option that starts at $99; I'm not sure if that's the same thing. That's not at all applicable here.
A lifetime ago I worked for a hardware vendor, and we never replaced a customer's system, we only repaired them. The internal systems to support replacing a system, once delivered, just did not exist. In the rare event an absolute lemon got shipped, it was (unduly) hard on the customer. I don't know if it's the same today for Dell, but just a word to the wise I guess. Your right to return the system is your ace in the hole.
It's not profanity. It's a common English term derived from the game of poker, referring to a high card that's private and hidden from other players. In general use it means "an advantage or a resource kept back until the proper opportunity presents itself" (dictionary.com). In other words: know that whatever approach you take in attempting to get your system replaced, you have the option of returning it within the first 30 days.
I guess I'll avoid using idioms on the board from now on.
Your message has been forwarded by the technical team to assist you. We are here to help you and will look into every option in order to resolve this.
I can see that you've shared images of the damage. Will you also be able to share images in the private message showing the package and the condition the order was delivered in? This will help us work internally to resolve this issue on your behalf.
Could anyone, machine or human, please give me the return address for Dell broken computers in the UK before the courier arrives tomorrow (before 8am UK time onwards). I can't find one anywhere and the courier has asked me to put a label on the box. As if this hasn't wasted enough time.
DELL-Cares
Moderator
•
27.6K Posts
0
May 14th, 2022 06:00
Thank you! We have received the required details. We will work towards a resolution. In the meantime, you may also receive assistance or suggestions from the community members.
NJDave
2 Intern
•
406 Posts
1
May 14th, 2022 19:00
Yikes -- I sympathize; that is ugly. You should be able to get a Dell tech onsite to repair the system, but be aware that replacement parts are often refurbished. I don't know that they will replace the entire system, even though it's obviously not usable on arrival. Remember that you have the right to return the system within 30 days. If it were me, I might exercise that option and order a new one. (I'm not a Dell employee and do not speak for Dell.)
Stephen Latham
6 Posts
0
May 14th, 2022 23:00
I bought it from a Dell salesperson by telephone because I needed to query some aspects of the computer. He should have made it clear what 'Premium Support' meant - 'a virtual assistant' which can't deal with anything but the most basic of queries. I really need to send it back, but I think it might be an end of line unit, since every other retailer had sold out. I wish I'd taken someone else's advice and bought second hand, the only reason I bought new was to avoid the stress of having to deal with a fault.
I really would have expected Dell to rush out a new unit prompt by now. If I have to repack it, and cart it off to a shop to return it, I will ask for my money back.
DELL-Cares
Moderator
•
27.6K Posts
0
May 14th, 2022 23:00
I am very sorry to hear that you are experiencing issues with your new computer. I will work with you to resolve your issue as quickly as possible.Thank you for contacting us.
To ensure the privacy of your information, we recommend removing your service tag from your tweets. Instead, please send us a direct message, and we will be happy to assist you in resolving your computer issue.
Stephen Latham
6 Posts
0
May 15th, 2022 06:00
If there's a human to discuss the problem I'm happy to do this, however I can't repeat what I've already been through on Twitter with a virtual assistant. Is this a virtual assistant?
I think there was another layer of support which I could have paid still more for. Is it called Dell Premium Support Plus? Do they get any effective support?
NJDave
2 Intern
•
406 Posts
1
May 15th, 2022 09:00
I'm just another user, but I've recently had the occasion to contact support.
If you go to the support page, enter your service ID and sign in, you should be presented with valid options for 24/7 support. Both the chat and phone options should connect you to an actual human. Know that the chat support techs typically have up to four (I believe) active chats on their screen at any time, but either phone or chat should work. The support phone in the US is 1-800-822-8965. The tech you're likely to speak/chat to is a contract employee, working for a pittance through the night from their home on the other side of the world, so be kind.
I haven't used Premium Plus. I know that if you have a problem which Dell deems not a simple break/fix, they try and hit you up for a pay-as-you-go option that starts at $99; I'm not sure if that's the same thing. That's not at all applicable here.
A lifetime ago I worked for a hardware vendor, and we never replaced a customer's system, we only repaired them. The internal systems to support replacing a system, once delivered, just did not exist. In the rare event an absolute lemon got shipped, it was (unduly) hard on the customer. I don't know if it's the same today for Dell, but just a word to the wise I guess. Your right to return the system is your ace in the hole.
NJDave
2 Intern
•
406 Posts
0
May 15th, 2022 20:00
It's not profanity. It's a common English term derived from the game of poker, referring to a high card that's private and hidden from other players. In general use it means "an advantage or a resource kept back until the proper opportunity presents itself" (dictionary.com). In other words: know that whatever approach you take in attempting to get your system replaced, you have the option of returning it within the first 30 days.
I guess I'll avoid using idioms on the board from now on.
Stephen Latham
6 Posts
0
May 16th, 2022 02:00
The support page just directs me to a manual. The only telephone number seems to be for sales. What time does human support begin in the UK?
Note I also have a long conversation with a virtual assistant on Twitter as well without any success, I don't wish to open too many threads.
Dell-Pamyaphi YL
2 Intern
•
189 Posts
0
May 16th, 2022 03:00
Hi,
I'm sorry to hear about the issue with the unit.
Your message has been forwarded by the technical team to assist you. We are here to help you and will look into every option in order to resolve this.
I can see that you've shared images of the damage. Will you also be able to share images in the private message showing the package and the condition the order was delivered in? This will help us work internally to resolve this issue on your behalf.
Regards,
Pamyaphi
Stephen Latham
6 Posts
0
May 16th, 2022 06:00
I've posted pictures of the carboard box it came in, in my private message area. I assume that's what you wanted?
Stephen Latham
6 Posts
0
May 19th, 2022 11:00
Could anyone, machine or human, please give me the return address for Dell broken computers in the UK before the courier arrives tomorrow (before 8am UK time onwards). I can't find one anywhere and the courier has asked me to put a label on the box. As if this hasn't wasted enough time.
NJDave
2 Intern
•
406 Posts
1
May 19th, 2022 11:00
Dell UK's website lists the 24x7 premium support number as +44 (0)800-169-1733. Hope that helps...