Dell customer service lies, don't buy a Dell.
- Thread starter KenM
- Start date
Psychic Warrior
First Post
Enforcer said:
48 if the nyt article I read is to be believed.
Out of 4 million.
Yeah - it was a freaking epidemic!
Mercule
Adventurer
Not Dell, but an amusing tech support call from today:
I called with a question about my computer (DVD reader, see other thread). I didn't really consider it a "something's broken" call, just wanted some specs. Gateway has absolutely no way to get to a tech person w/o giving them your serial number. That's not bad, unless you're at work and your computer's at home. I tried just entering all "0" for the number, but that didn't work. Grrr....
Finally, I just punched in a random string of numbers and managed to hit one. Boy, was that tech surprised when I got him on the line ("This is who? What kind of computer? Um... my computer isn't working right, hang on a second.").
I called with a question about my computer (DVD reader, see other thread). I didn't really consider it a "something's broken" call, just wanted some specs. Gateway has absolutely no way to get to a tech person w/o giving them your serial number. That's not bad, unless you're at work and your computer's at home. I tried just entering all "0" for the number, but that didn't work. Grrr....
Finally, I just punched in a random string of numbers and managed to hit one. Boy, was that tech surprised when I got him on the line ("This is who? What kind of computer? Um... my computer isn't working right, hang on a second.").
Oscaron
First Post
Just as I saw this title, this popped up on my news aggregator:
http://www.washingtonpost.com/wp-dyn/content/article/2006/08/18/AR2006081800793.html
http://www.washingtonpost.com/wp-dyn/content/article/2006/08/18/AR2006081800793.html
Oscaron
First Post
I've worked plenty of tech support jobs, both as phone support (*twitch*) and as a hardware jockey.
There is one universal truth about 'bad service'....Even if it only happens 1/10 of 1% of the time, it HAS to happen to SOMEONE. And of those people, a few of them are going to feel like they were singled out.
And even if the numbers show that a company has 3x the problems of the industry average, there will be people in the company, or customers, who have never even caught a whiff of problems and will vehemently deny that there is anything wrong.
Even rudeness by an employee, inexcusable as it is, is not indicative of the entire company. Even if you feel that particular employee deserves be dragged behind a car in the parking lot a few times, the entire Customer Service group is not out to get anyone.
Even us tech guys get grief.
When I worked for a certain Big Blue Box Store, as a beginning Tech Dog, I sent in a personal piece of equipment into that companies Repair Center. When I called 2 weeks later to check on the status, the Repair Center contact told me at least 2 more weeks then laughed at me and asked:
"Why did you send it to us? It was still under warranty with the manufacturer and they would have given you one back within 4-5 days of sending it to them!"
Then he proceeded to laugh at me for buying a Service Contract before the Manufacturer's Warranty expired, citing that US laws requires companies to sell you an extended contract, on anything they sell that is allowed one, anytime within the original maunfacturers warranty period.
Ah, the stuff I know now.
IMNSHO
Should they have sent it the exact day that they suggested they would? Not really. A few good companies allow you to buy 'Expedited Service' for same day processing, instead of the 1-2 day leway that is standard.
Should they have sent it Next Day Air if they said they would? Yes. It is poor customer service to promise something that fail to follow through. Even if the 'item' promised gives you no tangible good, the promise should be honored. (Which is why to this day, I preface any assurance with the word 'Should' )
Should Dell get a BBB complaint against them for the actions of this support person and/or lower level management? Ehh....I'd send a formal letter to the company explaining your complaint and asking for a response from a 'real person' as to whether this sort of activity is allowed in the company and asking them if they are aware that it is happening
If you get a response that genuinely adresses your concern, problem solved. And by doing so in a polite fashion, you may actually garner swag from the letter. (Got and upgrade from a 30MB to a 120MB HD from WD that way....without even asking!)
If you get a 'We are looking into the matter' form letter.....Eh....then go ahead. Take a few pot shots. By then you know, at least, what the 'Faces' of the company think about your concerns.
Just my few cp,
Osc
There is one universal truth about 'bad service'....Even if it only happens 1/10 of 1% of the time, it HAS to happen to SOMEONE. And of those people, a few of them are going to feel like they were singled out.
And even if the numbers show that a company has 3x the problems of the industry average, there will be people in the company, or customers, who have never even caught a whiff of problems and will vehemently deny that there is anything wrong.
Even rudeness by an employee, inexcusable as it is, is not indicative of the entire company. Even if you feel that particular employee deserves be dragged behind a car in the parking lot a few times, the entire Customer Service group is not out to get anyone.
Even us tech guys get grief.
When I worked for a certain Big Blue Box Store, as a beginning Tech Dog, I sent in a personal piece of equipment into that companies Repair Center. When I called 2 weeks later to check on the status, the Repair Center contact told me at least 2 more weeks then laughed at me and asked:
"Why did you send it to us? It was still under warranty with the manufacturer and they would have given you one back within 4-5 days of sending it to them!"
Then he proceeded to laugh at me for buying a Service Contract before the Manufacturer's Warranty expired, citing that US laws requires companies to sell you an extended contract, on anything they sell that is allowed one, anytime within the original maunfacturers warranty period.
Ah, the stuff I know now.
IMNSHO
Should they have sent it the exact day that they suggested they would? Not really. A few good companies allow you to buy 'Expedited Service' for same day processing, instead of the 1-2 day leway that is standard.
Should they have sent it Next Day Air if they said they would? Yes. It is poor customer service to promise something that fail to follow through. Even if the 'item' promised gives you no tangible good, the promise should be honored. (Which is why to this day, I preface any assurance with the word 'Should' )
Should Dell get a BBB complaint against them for the actions of this support person and/or lower level management? Ehh....I'd send a formal letter to the company explaining your complaint and asking for a response from a 'real person' as to whether this sort of activity is allowed in the company and asking them if they are aware that it is happening
If you get a response that genuinely adresses your concern, problem solved. And by doing so in a polite fashion, you may actually garner swag from the letter. (Got and upgrade from a 30MB to a 120MB HD from WD that way....without even asking!)
If you get a 'We are looking into the matter' form letter.....Eh....then go ahead. Take a few pot shots. By then you know, at least, what the 'Faces' of the company think about your concerns.
Just my few cp,
Osc
werk
First Post
Piratecat said:
Turns out my work notebook's battery was on Dell's most recent BIG battery recall. It was pretty funny, after I jumped through some hoops on their site about verifying that it was a recalled battery, it said it could take possibly over 90 days to send a replacement. I laughed and didn't worry about it. Just got my new battery in the mail, it took less than a week total.
Judging by the labels, Dell hired a contractor to take care of these..."Bumblebee Project"
KenM said:More good news from Dell. This effects my laptop.
http://news.yahoo.com/s/ap/20060814/ap_on_hi_te/dell_battery_recall
It looks more of a Sony problem than a Dell problem. Apple's are affected, too. I don't like Dell as a general rule, but I'll cut them some slack.
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