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Message: <blockquote data-quote="Oscaron" data-source="post: 3016326" data-attributes="member: 43362">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.IMNSHOShould 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 happeningIf 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</blockquote>

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