So you think RYCK72 is a "shill" from Dell? I suppose you've read his other 7 posts in these forums and come to that conclusion.
No ...... I think he's just a guy like me, who sees all these screaming "voices" in these forums about how horrible Dell and its products are ..... when they send the wrong adapter or driver or something, and after seeing all this catharsis on these forums, feels moved to counter it with some positive comments based on his positive experiences. I mean, why would you believe the screaming Dell bashers and not believe that there are actually many satisfied customers out there who don't regret their purchases? Did this company get to be such a huge leader in the industry with the lousy business practices they are accused of here? Doesn't make sense.
I think these forums are great for those few folks who want to vent their frustrations and who think their Dell-bashing actually makes any kind of difference to Dell's bottom line. Nice harmless blowing off steam.
Do I ever get frustrated with Dell or its products? of course, but I don't waste my time yelling about how unfairly I've been treated. I just "vote with my dollars" and keep my blood pressure steady by going with another vendor.
(it's a small example, I know, but yesterday I tried to buy another battery for my M1330 laptop, from Dell. I tried the telephone method and the live chat method, and after one hour of nothing but dead-ends, I decided to just buy the battery from someone other than Dell. Seems they really don't want my little hundred-fifty dollar business so I took it to someone who DOES want the business. And I saved fifty bucks!! Was I angry at Dell? of course! they wasted an hour of my time for no results. But do I let it affect my life beyond that? No way! Life is too short.)
I'm saving my "steam" for life's important challenges; put stuff into their proper perspective, folks.
How should a company improve customer support if customers should not complain…? As all customers act like you, nothing will change. In fact manufactures then probably don’t even feel the need to improve there support because “no one complains, no bad publicity”.
If Dell will correct my problems I would post that to, but so far no one even intent to solve the issues. They promised me to call me back within 24 hours, but after 5 days I’m still waiting.
I believe it is sad that a company is not able to solve issues like mines. You can make a mistake once or twice. But sending the wrong items over and over again is a indication that something is wrong in general, just my opinion.
Thank you for your response. It is well appreciated!
I just received a call from Sir “M***H, Dell Customer Care”.
Please let me explain (very short) the situation, so you have a complete overlook what had happened.
Before ordering my laptop things were already gone wrong. I used the “online chat” function at the Dell website to ask for more information about the XPS M1530. After my questions were answered by Ms. P***B, I received the order in my email. However I directly noticed that the price was high.
Per email I received some discount coupons so ordering the exact same system online would save me some cash. I informed the agent about this and here response was “I will cancel your order, I informed all sales people that they should never give you a discount higher than 15%”.
After this I received a call from Ms. I***W the next day apologizing for her colleague. Because I liked the conversation, I trusted Dell and order the laptop, despite the email from Ms. P***B.
Besides the above thing and that Dell sent me the wrong parts over and over again, the M1530 laptop I received had a small bump at the back. Dell told me the laptop needed to be replaced, as no other solution was possible.
However as my XPS M1530 is delivered with the high quality super nice screen type from “LG” I would like to have the same screen. With other words, I don’t have a problem with replacing the machine but I would like to get the same screen quality back. This was not possible Dell told me. There was a possibility I could receive a grainy “Samsung” screen back.
I asked Dell if it was possible (in the case the replacement unit indeed had a bad screen) to send a technician to my home so the LG screen of the old unit could be put on the replacement unit. Sir. M***H told me that this was not possible as Dell believes al screens are good.
With other words, I gave Dell the opportunity to fix al issues, but Dell doesn’t want to fix the issues, instead the create new problems for the customer. Dell will not give me the warranty incase I indeed receive a bad screen to fix that issue.
So I’m really wondering, what does “premium support” means at Dell… Due to this Dell lost me as a customer, Sir. M***H made an appointment for the pickup for my XPS M1530 on Friday may 23, simply as I have no other choice.
thanks, i didn't know there is such thing as diagnostics. all tests were passed. well ok, ill continue my investigation. good luck with your new laptop, i was happy when i got mine, i hope it wont turn into a ticking bomb after few months for you.
Update: Not sure what above messages has to do with my case however. I’ve just finished a conversation with Dell in Holland. Unfortunately I have not able to come to a solution.
Dell will not replace/swap the screen in case I will receive a replacement laptop with a grainy screen. Therefore I’m feeling forced to chose a refund. I’m surprised but most of all disappointed that Dell in the Netherlands will not obtain a solution with me. They will only send me a new laptop, but will not give me the backup of a screen swap in case I receive a grainy screen.
For me sending back the laptop also means I did an unnecessary purchase (a D-link router with “N” capability, Synology NAS station and a hard drive for the NAS) for a total amount of € 387,90 which is 596,69 dollar. Possible Dell thinks that I will buy another laptop, however there is a reason I’ve chosen for Dell. Beautiful design, good system specs and the possibility for a damage insurance, and all this for an very fair price. As far as I know, no other vendors offers above mentions items at this time.
So for me this means, I will not buy a laptop after this and therefore the router and NAS are useless for me. As I’m sure you can understand 596,69 dollar is a lot of money for a student.
Not sure why Dell is not willing to obtain a solution with me. Possible Dell in Holland find me a pain in the neck customer, but the reasons for that, is for me unknown.
@DELL-Bill_B
Thank you for your assistance in this matter and for reading my emails/pm’s.
Message Edited by TrueHorror on 05-22-2008 05:37 PM
Dell Legal is much faster than Dell customer care or Dell escalations.
Accidentally I placed the name of a support agent, and within 2 hours I received an email from the “Dell Community Forum Terms of Service Violation department”.
I think Dell, that it is better that some people from the Service Violation are transfert to the customer care / escalation department. I'm waithing already couple of weeks for a solution...
Dell interal communication is a mess!
"(It feels kind of like a movie where some young lawyer is working to save someone from the gas chamber.)"
Well Bill, I'm feeling that I'm entring the gas chamber at the moment... Update
again, but still no solution, things only get worse.
Last Friday my mother received a call from the Dell escalation department in
Holland. They would like to know all about my case and all errors that were made.
Unfortunately I was not at home, so my mother informed the agent (Guilio???) that I
was difficult to reach by phone and that it was better to send me an email. My
mother also informed the agent that I was not prepared to send back the XPS laptop
with UPS (as earlier agreed with customer care department because they did not
offered a customer orientated solution), as I received no confirmation that I would
receive a full refund, without restocking fee. The agent told my mother that that
was ok, and that he would call UPS to cancel the pickup of the laptop. Unfortunately
UPS still tried to pickup my unit last Friday and today.
Unfortunately no email from the escalation department so far. Instead of emailing
me, they tried to call me today again, at 11.30am, as my phone shows. However I was
unable to answer the call, as I’m difficult to reach by phone. At 1pm I tried to
call Dell by myself, however after talking to someone from the tech support (as no
one could connect me with the escalation department), I learned that there was
nothing written in the Dell log about the calls I received last Friday and today.
As I’m still willing to obtain a solution (as informed Dell many many times), I was
surprised that also today I received two emails from Dell regarding the pickup of
some items. Which items Dell doesn’t know, Dell asked me in the email to let Dell
know, what I’m going to send back to Dell……
I also received a email from an agent (A**a N***t, Customer Care) today that my
order was canceled as discussed by phone. However I have never had a talk with agent
A**a N***t. Which order is canceled I don’t know, she doesn’t write that in the
email, however she also writes that the money from that order is already transferred
back to my credit card account on may 23th.
So, really wondering what is going on, as I have no idea. One day I receive a call
from the escalation department, next day I receive an email with the confirmation
that my order is canceled. Is Dell prepared to obtain a solution, or only to set up
a refund?
Is there anyone that can just contact me by email telling me the status of my case.
Once more, I’m difficult to reach by phone (due to study and work), so please send
me an email. Or give me a call after 7.30pm.
Today I’ve bin able to contact the “escalation agent” in the Netherlands (who tried to contact me last Friday) and is working on my case.
To my surprise he was not willing to solve the issue with the screen swap in case my replacement XPS M1530 should have a grainy screen. He told me that a screen swap would be very difficult for Dell because all types of problems could arise after a technician swapped the screen, for example he mentioned “wrong assembly of the screen, cosmetic damage due to the screen swap or other issues, that could Dell eventually cost a lot of money ”. He also told me that it was difficult for Dell to swap the screen because of internal problems that arise, which problems he could not tell due to “company confidential information”. He also needed to prevent high cost for Dell and myself. (In case I agree with a refund however I did an unnecessarily purchase of a WIFI router and NAS device, so in fact a refund is costing me money).
Dell believed that is was better that I would choose another vendor as the experience I’ve had with Dell was so bad it was impossible to fix. Reason Dell in Holland did not even try to solve the problem. As you know, far from true as I have tried many times to work towards a solution. Even now as a laptop I still like the XPS M1530 system very much and even now I’m still prepared to work with Dell simply because I like the laptop as it is a great system.
I could however, once I received my money back from this order, buy a new XPS M1530 on the Dell website and in case I’m not happy with the screen send it back to Dell. However in that case I have to pay for restocking fee...:smileysad:
I sincerely hope that someone from the liaison department can assist me in this case.
Message Edited by TrueHorror on 05-28-2008 09:46 PM
Please give an argument for your reaction and perspective regarding my issue. Based on what you think I’m enjoying this? Based on what do you find that I don’t have the right to complain?
Edit:
That you did receive some very good support from Dell is great, but that doesn’t mean that all customer receive such a good service as you did. Instead of just flaming I would love to see you reaction but then with arguments why you believe that I’m enjoying this.
Do I complain about the XPS M1530? Nope, I just complain about the situation and bases on everything happened I believe I have the right to do that.
I’ve placed my complains at the Dell forum to try to obtain a solution, so customer care could pick it up in order to fix my problems.
Message Edited by TrueHorror on 05-28-2008 11:30 PM
After all this time I would think Dell would love to end it's connection with you, but you're still holding on, I see.
I think you're kinda enjoying this, aren't you? admit it: you'd have to find a new fight to vent your anger, once this mini-novel of yours on this forum comes to an end.
Are they all as (well, they wouldn't allow me to use the word here, but it starts with an "a" and ends with nal) about these kinds of things in Holland?
TrueHorror
15 Posts
0
May 14th, 2008 07:00
Yesterday I received a new driver dvd for my M1530, but again the shippend the wrong one! Thats the 4th time they are shipping the wrong one.
mexicorider
63 Posts
0
May 14th, 2008 14:00
So you think RYCK72 is a "shill" from Dell? I suppose you've read his other 7 posts in these forums and come to that conclusion.
No ...... I think he's just a guy like me, who sees all these screaming "voices" in these forums about how horrible Dell and its products are ..... when they send the wrong adapter or driver or something, and after seeing all this catharsis on these forums, feels moved to counter it with some positive comments based on his positive experiences. I mean, why would you believe the screaming Dell bashers and not believe that there are actually many satisfied customers out there who don't regret their purchases? Did this company get to be such a huge leader in the industry with the lousy business practices they are accused of here? Doesn't make sense.
I think these forums are great for those few folks who want to vent their frustrations and who think their Dell-bashing actually makes any kind of difference to Dell's bottom line. Nice harmless blowing off steam.
Do I ever get frustrated with Dell or its products? of course, but I don't waste my time yelling about how unfairly I've been treated. I just "vote with my dollars" and keep my blood pressure steady by going with another vendor.
(it's a small example, I know, but yesterday I tried to buy another battery for my M1330 laptop, from Dell. I tried the telephone method and the live chat method, and after one hour of nothing but dead-ends, I decided to just buy the battery from someone other than Dell. Seems they really don't want my little hundred-fifty dollar business so I took it to someone who DOES want the business. And I saved fifty bucks!! Was I angry at Dell? of course! they wasted an hour of my time for no results. But do I let it affect my life beyond that? No way! Life is too short.)
I'm saving my "steam" for life's important challenges; put stuff into their proper perspective, folks.
TrueHorror
15 Posts
0
May 14th, 2008 16:00
So you are saying “don’t complain”…
How should a company improve customer support if customers should not complain…? As all customers act like you, nothing will change. In fact manufactures then probably don’t even feel the need to improve there support because “no one complains, no bad publicity”.
If Dell will correct my problems I would post that to, but so far no one even intent to solve the issues. They promised me to call me back within 24 hours, but after 5 days I’m still waiting.
I believe it is sad that a company is not able to solve issues like mines. You can make a mistake once or twice. But sending the wrong items over and over again is a indication that something is wrong in general, just my opinion.TrueHorror
15 Posts
0
May 16th, 2008 15:00
Dear Sir,
Thank you for your response. It is well appreciated!
I just received a call from Sir “M***H, Dell Customer Care”.
Please let me explain (very short) the situation, so you have a complete overlook what had happened.
Before ordering my laptop things were already gone wrong. I used the “online chat” function at the Dell website to ask for more information about the XPS M1530. After my questions were answered by Ms. P***B, I received the order in my email. However I directly noticed that the price was high.
Per email I received some discount coupons so ordering the exact same system online would save me some cash. I informed the agent about this and here response was “I will cancel your order, I informed all sales people that they should never give you a discount higher than 15%”.
After this I received a call from Ms. I***W the next day apologizing for her colleague. Because I liked the conversation, I trusted Dell and order the laptop, despite the email from Ms. P***B.
Besides the above thing and that Dell sent me the wrong parts over and over again, the M1530 laptop I received had a small bump at the back. Dell told me the laptop needed to be replaced, as no other solution was possible.
However as my XPS M1530 is delivered with the high quality super nice screen type from “LG” I would like to have the same screen. With other words, I don’t have a problem with replacing the machine but I would like to get the same screen quality back. This was not possible Dell told me. There was a possibility I could receive a grainy “Samsung” screen back.
I asked Dell if it was possible (in the case the replacement unit indeed had a bad screen) to send a technician to my home so the LG screen of the old unit could be put on the replacement unit. Sir. M***H told me that this was not possible as Dell believes al screens are good.
With other words, I gave Dell the opportunity to fix al issues, but Dell doesn’t want to fix the issues, instead the create new problems for the customer. Dell will not give me the warranty incase I indeed receive a bad screen to fix that issue.
So I’m really wondering, what does “premium support” means at Dell… Due to this Dell lost me as a customer, Sir. M***H made an appointment for the pickup for my XPS M1530 on Friday may 23, simply as I have no other choice.
Thanks Dell...:smileymad::smileysad:
mexicorider
63 Posts
0
May 17th, 2008 17:00
I am certain that right now the folks at Dell are wringing their hands and lammenting the fact that they lost you as a customer.
You seem like just the kind of customer that any vendor would covet.
Glad I'm not holding any Dell stock right now.
Oh well, their loss is your ...... gain ? I guess?
alfred12
23 Posts
0
May 18th, 2008 07:00
All I hope for is that I won't have any of these issues, as mine has been build and is being shipped right now to Australia.
If the unit is as stated, I will be a happy Customer.
I will let you all know when it get's here :smileyhappy:
klemkas
13 Posts
0
May 22nd, 2008 07:00
TrueHorror
15 Posts
0
May 22nd, 2008 14:00
Update: Not sure what above messages has to do with my case however. I’ve just finished a conversation with Dell in Holland. Unfortunately I have not able to come to a solution.
Dell will not replace/swap the screen in case I will receive a replacement laptop with a grainy screen. Therefore I’m feeling forced to chose a refund. I’m surprised but most of all disappointed that Dell in the Netherlands will not obtain a solution with me. They will only send me a new laptop, but will not give me the backup of a screen swap in case I receive a grainy screen.
For me sending back the laptop also means I did an unnecessary purchase (a D-link router with “N” capability, Synology NAS station and a hard drive for the NAS) for a total amount of € 387,90 which is 596,69 dollar. Possible Dell thinks that I will buy another laptop, however there is a reason I’ve chosen for Dell. Beautiful design, good system specs and the possibility for a damage insurance, and all this for an very fair price. As far as I know, no other vendors offers above mentions items at this time.
So for me this means, I will not buy a laptop after this and therefore the router and NAS are useless for me. As I’m sure you can understand 596,69 dollar is a lot of money for a student.
Not sure why Dell is not willing to obtain a solution with me. Possible Dell in Holland find me a pain in the neck customer, but the reasons for that, is for me unknown.
@DELL-Bill_B
Thank you for your assistance in this matter and for reading my emails/pm’s.
TrueHorror
15 Posts
0
May 23rd, 2008 20:00
TrueHorror
15 Posts
0
May 26th, 2008 19:00
Dell Legal is much faster than Dell customer care or Dell escalations.
Accidentally I placed the name of a support agent, and within 2 hours I received an email from the “Dell Community Forum Terms of Service Violation department”.
I think Dell, that it is better that some people from the Service Violation are transfert to the customer care / escalation department. I'm waithing already couple of weeks for a solution...
Dell interal communication is a mess!
"(It feels kind of like a movie where some young lawyer is working to save someone
from the gas chamber.)"
Well Bill, I'm feeling that I'm entring the gas chamber at the moment... Update
again, but still no solution, things only get worse.
Last Friday my mother received a call from the Dell escalation department in
Holland. They would like to know all about my case and all errors that were made.
Unfortunately I was not at home, so my mother informed the agent (Guilio???) that I
was difficult to reach by phone and that it was better to send me an email. My
mother also informed the agent that I was not prepared to send back the XPS laptop
with UPS (as earlier agreed with customer care department because they did not
offered a customer orientated solution), as I received no confirmation that I would
receive a full refund, without restocking fee. The agent told my mother that that
was ok, and that he would call UPS to cancel the pickup of the laptop. Unfortunately
UPS still tried to pickup my unit last Friday and today.
Unfortunately no email from the escalation department so far. Instead of emailing
me, they tried to call me today again, at 11.30am, as my phone shows. However I was
unable to answer the call, as I’m difficult to reach by phone. At 1pm I tried to
call Dell by myself, however after talking to someone from the tech support (as no
one could connect me with the escalation department), I learned that there was
nothing written in the Dell log about the calls I received last Friday and today.
As I’m still willing to obtain a solution (as informed Dell many many times), I was
surprised that also today I received two emails from Dell regarding the pickup of
some items. Which items Dell doesn’t know, Dell asked me in the email to let Dell
know, what I’m going to send back to Dell……
I also received a email from an agent (A**a N***t, Customer Care) today that my
order was canceled as discussed by phone. However I have never had a talk with agent
A**a N***t. Which order is canceled I don’t know, she doesn’t write that in the
email, however she also writes that the money from that order is already transferred
back to my credit card account on may 23th.
So, really wondering what is going on, as I have no idea. One day I receive a call
from the escalation department, next day I receive an email with the confirmation
that my order is canceled. Is Dell prepared to obtain a solution, or only to set up
a refund?
Is there anyone that can just contact me by email telling me the status of my case.
Once more, I’m difficult to reach by phone (due to study and work), so please send
me an email. Or give me a call after 7.30pm.
compeng100
1 Rookie
•
39 Posts
0
May 27th, 2008 17:00
TrueHorror
15 Posts
0
May 27th, 2008 17:00
24 hours later, still no reaction from Dell. No email, no call, nothing.
TrueHorror
15 Posts
0
May 28th, 2008 18:00
Today I’ve bin able to contact the “escalation agent” in the Netherlands
(who tried to contact me last Friday) and is working on my case.
To my surprise he was not willing to solve the issue with the screen swap
in case my replacement XPS M1530 should have a grainy screen. He told me
that a screen swap would be very difficult for Dell because all types of
problems could arise after a technician swapped the screen, for example he
mentioned “wrong assembly of the screen, cosmetic damage due to the
screen swap or other issues, that could Dell eventually cost a lot of
money ”. He also told me that it was difficult for Dell to swap the screen
because of internal problems that arise, which problems he could not tell
due to “company confidential information”. He also needed to prevent high
cost for Dell and myself. (In case I agree with a refund however I did an
unnecessarily purchase of a WIFI router and NAS device, so in fact a
refund is costing me money).
Dell believed that is was better that I would choose another vendor as the
experience I’ve had with Dell was so bad it was impossible to fix. Reason
Dell in Holland did not even try to solve the problem.
As you know, far from true as I have tried many times to work towards a
solution. Even now as a laptop I still like the XPS M1530 system very much
and even now I’m still prepared to work with Dell simply because I like
the laptop as it is a great system.
I could however, once I received my money back from this order, buy a new
XPS M1530 on the Dell website and in case I’m not happy with the screen
send it back to Dell. However in that case I have to pay for restocking
fee...:smileysad:
I sincerely hope that someone from the liaison department can assist me in this case.
TrueHorror
15 Posts
0
May 28th, 2008 20:00
Please give an argument for your reaction and perspective regarding my issue. Based on what you think I’m enjoying this? Based on what do you find that I don’t have the right to complain?
Edit:
That you did receive some very good support from Dell is great, but that doesn’t mean that all customer receive such a good service as you did. Instead of just flaming I would love to see you reaction but then with arguments why you believe that I’m enjoying this.
Do I complain about the XPS M1530? Nope, I just complain about the situation and bases on everything happened I believe I have the right to do that.
I’ve placed my complains at the Dell forum to try to obtain a solution, so customer care could pick it up in order to fix my problems.mexicorider
63 Posts
0
May 28th, 2008 20:00
Holy smokes! are you still at it, True Horror?
After all this time I would think Dell would love to end it's connection with you, but you're still holding on, I see.
I think you're kinda enjoying this, aren't you? admit it: you'd have to find a new fight to vent your anger, once this mini-novel of yours on this forum comes to an end.
Are they all as (well, they wouldn't allow me to use the word here, but it starts with an "a" and ends with nal) about these kinds of things in Holland?
well, keep up the good fight there, Horror.