I would suggest that you post your predicament in the Customer Service Forum. Post your complaint there along with your incident number. The Dell Moderators in those forums can usually help you with this type of problem.
Thanks. Will do. This whole mess has left me a real bad taste in my mouth regarding Dell support. They seem to feel that if they overload my inbox with I'm Sorries that I'll somehow forget that I paid quite a bit for an on-site contract.
Michael,
Sorry to hear your tale of wow. Unfortunately, Dell's customer service is the worst I know. I have the same problem with my HD. If you call Dell in the daytime you will get a tech who actually can speak and understand english as opposed to not really knowing what you are trying to say to them. Secondly, while you have a 3 year service contract (which I do as well) you come to find out that most of the work has to be done by you as Dell figures certain things are left up to you to install etc.Call them again and find out what is going on! They supposedly sent my HD through airbone express only to find out it was transferred by a private courier whom they know not and so here I sit waiting for a HD that should never have been bad on a 7 week old system.
It's deplorable and the worst part is that they will send you "I am sorry emails all day long." These are nothing more then pat responses and will do nothing to help you. Dell should be ashamed of themselves for toting the best customer service. How do they rate that? On Mars? And month after month I make my payments for a system that should have worked before it left their shot. Never again with Dell. I should have gotten a Gateway! Sorry for your problems. Continue to insist an answer that makes sense!!!
Let me know how it turns out.
Your brother in a state of high blood pressure...
heh, glad to know I'm not the only out there. While I doubt anyone at Dell cares enough to actually look into the matter, I figure it's up to us to broadcast are absolute dissatisfaction with Dell's support. I had a Compaq and Gateway and both had awful service so I returned those laptops and came here... only to run into the same kind of bureaucratic nonsense. And the absolute best part is that while American customers can email tech support from no matter where in the world and receive help online, i have to sit on hold for about an hour to speak to someone who can barely discern the difference between a hard drive and a bowl of soup. The simple fact is that when companies begin to success in terms of the bottom line rather than customer satisfaction, we, the little guys, will always be the ones to suffer.
I'm going to bite the bullet on this whole mess and wait to get the hard drive. As for my next system, I intend to build it from scratch. That way, yelling at tech support will require only a mirror instead of waiting on hold til lord knows when.
Michael if you have had you computer over 30 days i can tell you without doubt you will receive a refurb harddrive even if you have a 3 year contract like I do. Their theroy is that after thirty days even if you paid 1500 for it it isnt new anymore and you get refurb components. I have always spoke with them which is even more troubling expect for a few emails I finally gave up with because I figured they were simply idiots not addressing my concerns but answered with their pat default email answers. I feel your pain. Too bad they don't seem to. Let me know how it goes.
I simply can't believe this is actually possible. I'd love to see if a pan-american class action suit against Dell for failure to provide service would make some of the higher ups nervous... If I get a refurbished hard drive that fails to work, they are going to seriously wish I wasn't a customer.
Just to let you know, each time you call these guys up, it actually costs them quite a bit. So next time, instead of emailing, consider calling up several times. The cost per transaction is way higher via phone.
I seriously doubt they will. More like passing the buck like a customer dis service guy did with me today...well that isn't my problem let me put you on hold. I will eventually get it fixed buy realistically i will have to foot the bill even though i paid for a new working computer and a year all inclusive contract which they were eager to take my money for. I wonder what a dell forum person would say about it all and if they would care to respond to an obvious distressed customer who purchased their product in good faith. i guess that was a one way thing.
Michael it could be worst believe me. I got my replacement HD today not only to find it was a refurbished drive but to boot the drive was dead and this conclusion only after an hour of diagnostics with the tech on the phone. I am now awaiting another drive in hopes that it will work. I will run in horror when I hear the name Dell again. I would eat a pound of nails rather then buy Dell again. I can only hope that those incompetent customer service and so called techs I have spoken with choke on a hard drive they may need sometime and see how it feels. The real pity is that no one at Dell really cares especially the upper crust. If they did then they would listen, and strive to improve. The $$$ far outweighs customer satisfaction, or should I say dissatisfaction. I give one and only one tech credit named Brandt who honestly tried to help me today and could agree with my plight as to "they should have checked out the drive before they sent it out." Come to find out from one CS person these are drives that have been "repaired" and now sent out as refurbs. Not confidence instilling to say the lest. I hope the best for both of us.
I'm not going to give up yet. If I have to, I'll get my plight heard by those higher-ups. I figure there are tens of thousands like you and I and if we start making the general public more aware, I doubt they'll be too inclined to agree that "they're getting a Dell!". I'd love to see a Dell moderator respond to this and explain why it's within their right to send me previously screwed up hard drives.
Once they make the sale, from what I've learned, their service contract becomes an unearned revenue which is listed as a liability in the company financial reports. What better way to make that liability seem diminished than by providing shoddy parts? That way, they can retire a part of that liability without even sending out parts worth anything!
I think I might just call my Consumer Protection Agency and let them know what's been going on here. You should do the same and spread the word. A new hard drive is going to cost me but it'll be worth it if people stop buying from these guys.
I think Dell outsourced their tech support agents to Mars so we might have trouble pursuing justice, but if I have to scream at all the Dell agents in India and the other lord-knows-what 3rd world countries, I most certainly will. They're going to realize it's just easier to provide me with support rather than waste my time. Because I have time to kill... if necessary, I'll buy another hard drive and still keep on them til my 3 year contract is up.
It's amazing how they were so quick to take my order online but refuse to provide any help to a Canadian customer. Go to support.dell.ca... you'll see how it forwards me here, despite the fact that Canada has not yet been annexed by the States.
yes it is all very disturbing to say. i agree i will continue to let me voice be heard and if need be repair the laptop myself providing it is within my reah to do so. i would encourage you to continue to let your dissatifaction be heard. you certainly have the right to expect a quality product for good money spent, which obviously you nor i nor many others i suspect have received. let's both hope for the best next week but not hold our breath. they havent given any reason for us to do so thus far.
There is obviously a defect here, I have same problem, the Tech told me to replace hard drive, only 14 months old, but when I called to order the part they said it's out of warranty, and they don't have the part!!!! It seems whenever the Dell team I speak with cannot answer my questions, or are uncomfortable, they put me on hold. Unbelievable.
I finally got my new harddrive 9 days after I ordered it... I was quite angry but I'm just glad to have it now. I don't know why my original Hitachi was replaced with a Fujitsu. I guess that's Dell's logic, or lack thereof, for you.
Anyway, I suggest sitting on them. Call them everyday, yell, do whatever it takes to get it. I yelled at just about every Dell agent in India before I got my part. Couldn't hurt for you to do the same.
Bay Wolf
4.4K Posts
0
February 12th, 2004 00:00
I would suggest that you post your predicament in the Customer Service Forum. Post your complaint there along with your incident number. The Dell Moderators in those forums can usually help you with this type of problem.
MichaelK0
1 Rookie
•
30 Posts
0
February 12th, 2004 00:00
Thanks. Will do. This whole mess has left me a real bad taste in my mouth regarding Dell support. They seem to feel that if they overload my inbox with I'm Sorries that I'll somehow forget that I paid quite a bit for an on-site contract.
Michael K.
--
johnallg
2 Intern
•
7.3K Posts
0
February 12th, 2004 03:00
6strings
14 Posts
0
February 12th, 2004 12:00
Sorry to hear your tale of wow. Unfortunately, Dell's customer service is the worst I know. I have the same problem with my HD. If you call Dell in the daytime you will get a tech who actually can speak and understand english as opposed to not really knowing what you are trying to say to them. Secondly, while you have a 3 year service contract (which I do as well) you come to find out that most of the work has to be done by you as Dell figures certain things are left up to you to install etc.Call them again and find out what is going on! They supposedly sent my HD through airbone express only to find out it was transferred by a private courier whom they know not and so here I sit waiting for a HD that should never have been bad on a 7 week old system.
It's deplorable and the worst part is that they will send you "I am sorry emails all day long." These are nothing more then pat responses and will do nothing to help you. Dell should be ashamed of themselves for toting the best customer service. How do they rate that? On Mars? And month after month I make my payments for a system that should have worked before it left their shot. Never again with Dell. I should have gotten a Gateway! Sorry for your problems. Continue to insist an answer that makes sense!!!
Let me know how it turns out.
Your brother in a state of high blood pressure...
MichaelK0
1 Rookie
•
30 Posts
0
February 13th, 2004 00:00
heh, glad to know I'm not the only out there. While I doubt anyone at Dell cares enough to actually look into the matter, I figure it's up to us to broadcast are absolute dissatisfaction with Dell's support. I had a Compaq and Gateway and both had awful service so I returned those laptops and came here... only to run into the same kind of bureaucratic nonsense. And the absolute best part is that while American customers can email tech support from no matter where in the world and receive help online, i have to sit on hold for about an hour to speak to someone who can barely discern the difference between a hard drive and a bowl of soup. The simple fact is that when companies begin to success in terms of the bottom line rather than customer satisfaction, we, the little guys, will always be the ones to suffer.
I'm going to bite the bullet on this whole mess and wait to get the hard drive. As for my next system, I intend to build it from scratch. That way, yelling at tech support will require only a mirror instead of waiting on hold til lord knows when.
6strings
14 Posts
0
February 13th, 2004 00:00
Sal@agalis.net
MichaelK0
1 Rookie
•
30 Posts
0
February 13th, 2004 00:00
I simply can't believe this is actually possible. I'd love to see if a pan-american class action suit against Dell for failure to provide service would make some of the higher ups nervous... If I get a refurbished hard drive that fails to work, they are going to seriously wish I wasn't a customer.
Just to let you know, each time you call these guys up, it actually costs them quite a bit. So next time, instead of emailing, consider calling up several times. The cost per transaction is way higher via phone.
6strings
14 Posts
0
February 13th, 2004 00:00
6strings
14 Posts
0
February 13th, 2004 00:00
MichaelK0
1 Rookie
•
30 Posts
0
February 13th, 2004 00:00
I'm not going to give up yet. If I have to, I'll get my plight heard by those higher-ups. I figure there are tens of thousands like you and I and if we start making the general public more aware, I doubt they'll be too inclined to agree that "they're getting a Dell!". I'd love to see a Dell moderator respond to this and explain why it's within their right to send me previously screwed up hard drives.
MichaelK0
1 Rookie
•
30 Posts
0
February 13th, 2004 01:00
Once they make the sale, from what I've learned, their service contract becomes an unearned revenue which is listed as a liability in the company financial reports. What better way to make that liability seem diminished than by providing shoddy parts? That way, they can retire a part of that liability without even sending out parts worth anything!
I think I might just call my Consumer Protection Agency and let them know what's been going on here. You should do the same and spread the word. A new hard drive is going to cost me but it'll be worth it if people stop buying from these guys.
MichaelK0
1 Rookie
•
30 Posts
0
February 13th, 2004 01:00
I think Dell outsourced their tech support agents to Mars so we might have trouble pursuing justice, but if I have to scream at all the Dell agents in India and the other lord-knows-what 3rd world countries, I most certainly will. They're going to realize it's just easier to provide me with support rather than waste my time. Because I have time to kill... if necessary, I'll buy another hard drive and still keep on them til my 3 year contract is up.
It's amazing how they were so quick to take my order online but refuse to provide any help to a Canadian customer. Go to support.dell.ca... you'll see how it forwards me here, despite the fact that Canada has not yet been annexed by the States.
6strings
14 Posts
0
February 13th, 2004 01:00
jay8861
5 Posts
0
February 23rd, 2004 13:00
MichaelK0
1 Rookie
•
30 Posts
0
February 24th, 2004 01:00
I finally got my new harddrive 9 days after I ordered it... I was quite angry but I'm just glad to have it now. I don't know why my original Hitachi was replaced with a Fujitsu. I guess that's Dell's logic, or lack thereof, for you.
Anyway, I suggest sitting on them. Call them everyday, yell, do whatever it takes to get it. I yelled at just about every Dell agent in India before I got my part. Couldn't hurt for you to do the same.