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9731
October 17th, 2006 12:00
Dell Service
I went out and got the complete care and next business day service. I am now at a week later and answering emails to do this and check that. I thought next business day service meant I could send back my computer and get it fixed or replaced I didn't realize it meant that when I sent in an email describing the problem I would get a string of emails the next business day on what I should do to resolve it. The service should be called, "you send us an email request for service and the next business day we send you back an email asking for information then the next business day you send back a response and the next business day we send back another reponse hence the name THE NEXT BUSINESS DAY.
I bought the computer for service. I buy my next computer from Apple for stability and reliability
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Henry Napier
9 Posts
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October 17th, 2006 12:00
This time, however, like you, I found the service seriously lacking. I wasn't looking for replacement. I just needed help with problems. The only respone I got was "Re-install", with a 16 point list of how to go about this.
After much wrangling (because I knew that re-installation would not be so simple) I eventually gave in. And then did I have problems!!! Including a wrong re-installation disc having been supplied. A further wrong one was sent by post (a week's wait, then, as it was still wrong, another) then there was a conflict of info between contacts as to which installation pack I should have!!! I eventually sorted out the problem myself by a long and painstaking fishing of individual installation files from the website (also not easy because information about the files is not very complete). Fortunately, I had another PC to be able to do this.
I made detailed notes on the installation procedure - many more than 16 steps.
And there was nobody to complain to! That was the worst of it.
Rollie_R
2 Intern
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2.2K Posts
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October 17th, 2006 13:00
I am sorry that you did not understand that service cannot be arranged until we have determined that there is a hardware problem. That determination requires troubleshooting, which is what you were doing with with the technician via email.
If you need a faster response, you might try Chat. You will still be asked to do the same troubleshooting, but it can all be handled in one session.
Service is impo
2 Posts
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October 18th, 2006 12:00
BabyTechKeon
1 Rookie
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33 Posts
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April 23rd, 2009 04:00
Think it would be best if you contact Customer Care to further explain Dell's Warranty Procedures.
Or check this link: http://www.dell.com/content/topics/global.aspx/services/main/service_contracts?c=us&l=en&s=gen for Dell Service Contracts Info
sajansar
3 Posts
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February 10th, 2010 12:00
You are not alone. I have bought a few computers from Dell over the years. Had a problem with my laptop and as usual I got one e-mail which was more like a generic e-mail with instructions to do this and do that and since then on one e-mail a day and no solution. Infact sometimes it will be more than couple of days before I get the reply. Now it was supposed to be next business day service but it took me more than a month to get this sorted. You will not be given any e-mail contact to complaint about this. You will have to find time during your working hours or take a day off if you are on your own. Even then no guarentees that the problem will be resolved. I am not sure why we are still buying from Dell? I will be looking at different companies to buy my next computer. And as for next business day service it is just a promise never to fulfilled.
beamermt25
468 Posts
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February 10th, 2010 13:00
I want a flying cow!!! i've heard about them on tv! ;-) jokes aside if you look at the forums you'll noticed a lot of people are having issues with dell service. Sorry for the trouble.