Remember when Dell was known for quality?
*** Some people mentioned they were able to access the account over the phone with Dell without any other information, so I’ve removed all the numbers from the letter my coworker received.
* Short break from Software Dev posts — I wanted to get this out there.
I sure do. I remember there was once a time when the Dell name was associated with quality computers. Apparently, they’ve taken the wrong path somewhere down the line, and my experience with Dell has been less then stellar as of late. Case in point, I’d like to tell the story of what happened to my coworker.
My coworker recently had problems with his Dell laptop and sent it in. Not too surprising — laptops move around a lot, thinks might come loose, stuff stops working. It happens. I’ve worked with many laptops, and never had one not have some sort of problem after 2-3 years. Needless to say, it makes sense to buy a warranty for your laptop when you buy one because these things tend to break. My coworker is fully aware of this, and purchased some sort of extended warranty plan for his Dell laptop.
So after sending it in and waiting several weeks, he began to wonder when he was going to get his laptop back. He talked to Dell service representitives initially by phone, and though they weren’t able to provide him with any information, they assured him they would call him back when more details were available. Unfortunately, the call never came. My coworker decided to try the online chatroom help instead, since he didn’t seem to be getting the help he needed. The online service chats were no more useful.
At this point, over a month has passed since the laptop was mailed away, and he hasn’t been able to get any sort of straight answer. I observed him chatting with the service representatives online, and frankly, the level of service was ridiculous. My coworker asked when he would get his laptop — the representative responded with things like “You should have more information in 72 hours”. 72 hours just to get more information about the status of a laptop that was sent in weeks ago?! The representative also assured my coworker that if for some reason his laptop couldn’t be fixed, a new one would be sent to him.
Today, my coworker received his laptop back from Dell much to his suprise. Finally, the wait was over! Or was it? Inside there was a note, describing the repairs done. This is what it said:
Talk about a slap in the face. Not only does it still not work, the ‘Thanks!’ at the bottom is like a cruel taunt.
I’m writing this in hopes that someone at Dell sees it, and rectifies this example of poor customer service.
December 12th, 2006 at 3:28 pm
hahahha this thing happens all the time at my school. we are in memphis and we all have laptops. its really nice, but makes things a lot different and frankly unproductive. anyway kids+laptops=trouble. shit breaks a lot and they have to send it off via fed-ex (a memphis based company) to the repair center (also based in memphis). they ship it like all over the place and it takes it at least a week to get there. then shit like this happens and it takes like 3 weeks to get a laptop they didnt even fix. when it would take like 1.5 hours to drive down there and have them say OH, nothing wrong w/it!
lol
December 12th, 2006 at 3:30 pm
What a bunch of douchebags.
December 12th, 2006 at 3:33 pm
If he had to mail it in, odds are he had the free “mail-in” 1yr warranty instead of the “at-home service”. Have either of you concluded what the damage was? I agree they shoudl have given some details, but odds are it was damaged by something “accidental damage” would have covered, but since he didn’t get that warranty, they had to ship it back unrepaired. First guess I would have is they found fluid stains inside the laptop.
December 12th, 2006 at 3:35 pm
So what did it say?
December 12th, 2006 at 3:35 pm
Please tell me your friend called Dell…pissed. If so, I would LOVE to hear their explination for that type of support…or nonsupport for that matter.
December 12th, 2006 at 3:37 pm
Whoops, sorry. Image wouldn’t load in fx, loaded fine in IE7.
December 12th, 2006 at 3:43 pm
Submit this to consumerist.com
December 12th, 2006 at 3:44 pm
I can’t promise that I can personally fix your issue, but if you contact me and give me a few details, I can probably see if I can get you in touch with someone who can.
December 12th, 2006 at 3:45 pm
This is appalling…but also completely expected from Dell. They went from best in class service to definitely worst in class of any major manufacturer.
Just another piece of proof that you have 2 options - Apple or IBM (Lenovo). If you MUST have a PC, you get a ThinkPad. If you can run a Mac, or a Mac and PC all in one, you get an Apple.
December 12th, 2006 at 3:45 pm
You need to take that service tag off your post people can call dell and order parts under your name and have them mail to them and you get charged for it. I looked up your warranty info CompleteCare DELL purchased Date 9/3/2004 End Date 9/3/2007 Days Left 265 take it off asap!!!!!!!!!!!!!!!!
December 12th, 2006 at 3:47 pm
you need to take the dsp number off aswell i just celled dell and they let me right in your account without even asking for your name.
December 12th, 2006 at 3:52 pm
I bought as dell 3 months ago. Paid for everything including their best warranty. Had issues from first start up. Spent over 10 hours on phone over 6 hours with India then on the 7th day it just would not turn on anymore. They wanted to send me a refurbished replacement. When I tried to repeatedly talk to a supervisor I was denied. They finally took it back and tried to charge me a 10% restocking fee. Took 3 days for them to finally say they would not charge me. After purchasing over 300 dell for my company (they were aware of it) I purchased a Toshiba. It works great and I will never buy another Dell nor will I ever recommend them.
December 12th, 2006 at 4:01 pm
Wow, this is just realy dodgy. I think IBM are pretty good for laptops, maybe he should try them next time?
December 12th, 2006 at 4:01 pm
The answer to your questions: Extended Warranties for the past 3-4 years have been At-Home Service through Dell. Meaning, if you purchased the extended warranty you shouldn’t have to send it in. If you have to send it in, you have a Mail-In Service Warranty which comes STANDARD on ALL notebooks.
Next, time for repair usually takes anywhere from 6-8 weeks. If you have a ‘Mail-In Service Warranty,’ this is the standard wait time for ANYTHING sent through the mail with ANY company.
The people that work for Dell are human beings just as much as anyone else buying the computers. The customer service reflects the attitude (usually) given forth by the customer. The Golden Rule always states “Do unto others, as you would want others to do unto you.” In this situation, I wouldn’t necessarily call harrassing employees after 3-4 waiting weeks ‘following The Golden Rule.’
Nonetheless, in defense of your statement, the situation definitely could’ve been handled much better. The letter was not warranted.
Some advice: Next time, buy yourself the At-Home Service Warranty, it’s usefel, and be patient. Patience is a virtue, especially when it comes to someone servicing something (such as a car or computer).
December 12th, 2006 at 4:05 pm
Damn.. this is a slap in the face. Tell him to call his local news channel so they can do a report on the dell nazis.
December 12th, 2006 at 4:12 pm
LMAO!!!!
That’s the best story ever! What’s wrong with the thing? Any calls in to dell yet?
December 12th, 2006 at 4:13 pm
I had the exact same experience with a Compaq laptop.
Broke, warranty, send it back, get nowhere on the phone (this is a nice way to say the tech couldnt understand a word of english), get laptop back that hadnt even been touched. It turned out just being the actual power adapter (which I TOLD them on the phone it was, yet they insisted I send the laptop in). After I got the unrepaired laptop back and called to raise hell, I got a new adapter sent out to me.
My point is, I dont think its Dell, its India “tech support”
December 12th, 2006 at 4:14 pm
Good luck getting me to buy your products now! In your face Dell!
December 12th, 2006 at 4:21 pm
That kind of crap has been going on for years! I’m sooo sick of it. They do anything to get your money and then they don’t don’t care what happens…
December 12th, 2006 at 4:23 pm
The same thing happened to me. I had a laptop with complete Care that was dropped. I sent it in for repair. After a good week, they left a message saying it was repaired. I got it back and it was in the same condition with a similar comment. I spend a good couple days on the phone before they authorized a replacement. (which looks like what you have to do)
December 12th, 2006 at 4:28 pm
What was the problem that was supposed to be repaired?
December 12th, 2006 at 4:33 pm
Let me guess, your friend said he wanted his laptop returned immediately, and now hes pissed that they complied?
December 12th, 2006 at 4:41 pm
Inspiron 8600
Bought on 9/3/2004 - 265 days still left on the warranty, and complete care to boot, meaning that you could still send it back and you may get the response all over again.
Good luck.
December 12th, 2006 at 4:41 pm
Dell sucks, any suggestion on what would be a good dell alternative (i.e. same service and price during their stellar years)?
December 12th, 2006 at 4:52 pm
I’ve started to buy Apple Intel machines instead of Dell, after years of the same problems as folk are reporting from Dell.
I thought the Apple machines were much more expensive, until I customized them to more reasonable configurations (i.e., the same as the Apple configuration for CPU, memory, HD, etc.). The Apple machines are actually about the same price. When I have a problem with an Apple machine, I can bring it into an Apple store. If they can’t fix it, and it’s under warranty, they’ve swapped and given me a new machine.
Dell has fallen to the bottom of the barrel. Apple, now that their machines are Intel based, is a much better choice.
December 12th, 2006 at 5:00 pm
Remember when Dell was known for quality?…
posted at IndianBytes.c…
December 12th, 2006 at 5:07 pm
I am the IS Director for a major beer distributor. We use Fujitsu Lifebook computers and I have probably sent back a lifebook at least 100 times to them. Not ONCE have I ever had a problem with them at all.
When it comes to support, you can’t beat Fujitsu service. They’re awesome and a pleasure to work with.
December 12th, 2006 at 5:11 pm
get a mac
December 12th, 2006 at 5:16 pm
If the unit has complete care, see if any stray cement mixer trucks can accidently run it over and turn it into a pancake. Why waste the time with diagnostics when the laptop now has a full height of 1mm. Your new laptop will arrive in 7-10 business days. Have a nice day!
December 12th, 2006 at 5:17 pm
HP has almost the same prices, even cheaper most of the time, and I have found the quality of their products a lot better than that of dell, their customer service is not excellent but nothing is worst than dell customer service.
December 12th, 2006 at 5:19 pm
Oh man! I totally feel your friend’s pain! I’m at week #4 without a functioning laptop because of Dell’s great “customer service.” My laptop had a short (maybe in the LCD’s cable) that causes the system to crash and the LCD display’s lamp to completely die. The first time they shipped the computer back, they replaced the LCD display. The same thing happened again almost immediately - the system crashed and my display’s lamp died. I sent it in a second time, and never heard from them until they sent the computer back to me. This time, they replaced the cable and the LCD display. However, they replaced my SXGA+ monitor with a piece of crap XGA monitor. (How thoughtful of them!) I called to complain, and they apologized for the “mistake” and asked me to send the computer in for a third time. Who knows what Round 4 is going to bring. All I know is that I’ve been without a working laptop for over a month now and am a bit on the angry side.
Oh, and here’s one more thing to add to all of that: I’ve been blogging about my wonderful experiences with Dell tech support - mainly to vent and as a source of entertainment for my friends. Anyway, I got this message in my blog’s inbox:
———————————————————————————
From: Customer Advocate http://www.myspace.com/112623270
Date: Dec 1 2006 11:41 AM Flag spam/abuse [ ? ]
Subject: Technical Difficulties
Body: Skye:
I’m at Dell Headquarters in Austin, Texas and I just came across the post about your laptop problems. I just wanted to see if you’ve gotten it back up and running or if there is anything I can do to help.
Neil
Americas Customer Experience and Support
Dell, Inc.
———————————————————————————
WTF?!?! I guess that someone’s searching blogs for angry letters about Dell or something. I have no idea if this is some kinda scam, or if Dell really is creepy enough to assign customer service reps to check blogs and keep the customers complacent or something. Scam or legit, it weirded me out a little.
Yeah. I need to look for a better laptop company.
December 12th, 2006 at 5:30 pm
This article is fake… Why would his friend send in a laptop that has a “Next Business Day” service contract? (based off the Service Tag Number before it was blanked out) Dell will overnight the parts and a service Tech will come to his friends how the next day and repair the laptop.
http://www.dell.com/content/topics/global.aspx/services/en/nbd?c=us&cs=RC956904&l=en&s=hied
Joe
December 12th, 2006 at 5:43 pm
My ex bought an Axim through Dell several years ago and the glass screen on it broke. He didn’t have it in any kind of case or anything, he wasn’t carrying it around, it just broke, just sitting in its cradle. I think it was a bad case design that put stress on it, but Dell wouldn’t honor their warranty saying he had broken it himself. He finally wound up having to go on Ebay and buy a new screen and install it himself! Somtimes the manufacturer is the LAST person you want to go through for repairs. I don’t know for certain that laptopsinc (that are called something else now, but the web address is still the same) still do some of the same things they did before, but I bought a fujitsu laptop from them years ago. They order the computer, open it up, install the OS (if you want them to) and go over it with a fine-tooth comb. They even upgraded with their own RAM for free. The Fujitsu only shipped with 256mb and didn’t make 512 for it, but the board would take it, so they had it made! When people started having problems with dead pixels they could send it back to the store who was an authorized repair place and they’d replace the screen at no charge under the warranty and send it back free fed-ex next day air. Fujitsu would have you mail it some wierd place and it’d take FOREVER to get back. Imagine if I’d bought the same laptop at Fry’s with less RAM for the same price! I guess my point is if you’re going to get a laptop, check the vendor to find out what service you can get through them before you buy. Dell is horrible. And forums like this help A LOT! It was a Fujitsu forum that inspired me to buy. In the end Fujitsu sucked, but at least my laptop still runs and has 512mb ram. It’s about 3 years old now.
Soon I’ll probably call the store and ask if they do trade-ins! Knowing those guys they probably will cut me a deal on something.
December 12th, 2006 at 6:04 pm
All I can say is, I’m sorry, very sorry. I work with the XPS support group as a L2 phone tech, and we pride ourselves on our team work and our devotion to resolve any issue the customer is having, so this is a slap in the face to myself and my coworkers as well. I have had issues when trying to retreive information from our Depot locations but this is too much.
While reading this I have showed it to some of my collegues and they all agree that someone at the Depot location just didn’t want to his job.
Only suggestion I can give is to call back in, request a TL and explain what happend, the TL should go through all the proper steps to correct this unforgivable act.
Please don’t let this incident affect your outlook on Dell as a whole, the depot locations are normaly outsourced and not alway owned by Dell.
Again, Im sorry, I hope this helps a little.
December 12th, 2006 at 6:11 pm
Alright, speaking as an employee of Dell and a customer of Dell, I can honestly say that if you get back a computer that is unrepaired, it’s for a reason. If you had to mail it in, you had the basic warranty that comes with ALL computers, and if you got it back unrepaired, it was likely because of a problem they found that covers accidental coverage. There is a reason why this is needed at time of purchase, and this article is a perfect reason why. Nothing was ’slapped in the face’ of the customer in this instance, just a simple notice that nothing can be done for the situation because of warranty coverage.
Some simple solutions would be to buy the At-Home service so you don’t have to call Dell left and right bugging Customer Care. Because Customer Care is not the people you call for Tech Supper, TECH SUPPORT is! This is probably the reason why you couldn’t get a straight answer from a representative.
Another common misconception from what I have seen, is that a mailed-in product, like any other company, involves 6-8 weeks of time before you get the product back. This is normal policy. Ever sent in a rebate? This is exactly the same thing. You are sending in the computer as a rebate to get fixed! It was absurd to call and harrass the customer care line 3-4 weeks after you sent it.
How does this make Dell Customer Service terrible? It doesn’t. Fact is, this customer didn’t buy the appropriate warranty, was calling the wrong end of the call center, and was impatient with the timeframe it is supposed to take with repair.
Anyone here that says they are going elsewhere, such as HP, has something in store for them. The biggest complaint about Customer Service and Tech Support nationwide, is the comme phrase “I get tired of talking to foreign people.” Switching computer companies isn’t going to help outsourcing. Every major company in the United States, ranging from Wal-Mart to Dell has outsourcing.
Dell Notebooks are ranked (usually) as some of, if not the BEST notebooks on the market today. Buy the warranties needed. Notebooks parts are expensive and most repair centers nationwide don’t even want to mess with repairing them. The national average for computer repair costs are $100/hr plus parts. Why take the chance?
It seems all those that are complaining have had to deal with mail-in warranties. BUY THE AT-HOME SERVICE, PEOPLE!! The technicians COME TO YOU, so that you can see what they are doing and if they do it correctly.
Anyone understand the phrase, “You get what you pay for?” Most of these sob stories are the epitome of that. Don’t pay for the warranties…take the chance…but don’t complain because of your losses.
December 12th, 2006 at 6:55 pm
I’ve bought hundreds of Dells for my company and never have these types of problems. I pick up the phone, speak to an American, and have the replacement parts and a technician at my door 9am the following morning.
Search long enough on the web, and you’ll find similar horror stories from any number of posters for just about every computer manufacturer out there. Your story is nothing new. I’ve read the same thing over the years about Apple, HP, Compaq, IBM, Gateway, Digital, Panasonic, Toshiba, etc.
I yawn in your general direction.
December 12th, 2006 at 6:59 pm
I work at Dell. I sale extended warranties every day and there is NO way that he could have purchased and extended warranty that did not have AT HOME service. Get the story right dude.
December 12th, 2006 at 6:59 pm
[…] Here’s one story (from software.dev): […]
December 12th, 2006 at 7:00 pm
I work at Dell. I sell extended warranties every day and there is NO way that he could have purchased an extended warranty not have AT HOME service. Get the story right dude. Minimum warranty ever sold, 1 Year Mail-In service. Next level up, 1 Year At-Home Service.
December 12th, 2006 at 7:01 pm
This is why I tell my clients not to buy Dell when they ask if they should. It is ludicrous that you can buy a product and then have to wait weeks to have it repaired. Buying a custom build from a local shop means tech support is very fast and you have your broken computer back in a day or two. I would never buy a Dell for that reason alone. A week is too long much less weeks or gawd forbid months. Unacceptable Dell!
December 12th, 2006 at 8:13 pm
Wow. I can say that we have never had a problem with their support. All of our laptops are Dells and wouldn’t change. We do make sure we have the full warranty that covers accidental damage though. for a couple hundred dollars more it covers anything. Laptops are the worst thing that ever happened to computers. Too many things that can break. If you have that warranty then they fix it. One use and it pays for itself. The best thing to do is contact them again as suggested by others. They will make it right. They always do.
December 12th, 2006 at 8:18 pm
LOL my sentiments exactly my girl friends a a dell inspirion and its spent more time at thier repair facilitys than in her hands. So when i replaced my thinkpad i went to Toshiba (mostly because thye have a repair facility in town and you can just walk in and get them to repair it) but my toshiba is now 4 years old and ive dropped it a few times its skidded accross floors things have been dropped alover it and u know what it hasnt need repairs int he first place it’s never even seen the repair facility.
December 12th, 2006 at 8:47 pm
so what was the fault ?
not user error?
with out stating fault the rest is pointless.
did they return unrepaired as no fault found?
December 12th, 2006 at 8:50 pm
I work with Dell fairly often supporting around 3,000 Dell Laptops and have never run into a situation like this. Remember Dell is a large corporation and no one is perfect. What happened is unfortunate but it isn’t something that happens often…
December 12th, 2006 at 9:01 pm
The reason why this happens is that Dell (and other companies) don’t have the means to monitor every employee’s interaction with their customers. The employees are tasked with doing more almost every day and some of them start to cut corners where they can get away with it.
Dell (and other companies) factor that 10% or so of customers will receive poor service. They figure that is OK if it doesn’t cost the company any more money.
But of course, it does…
December 12th, 2006 at 9:12 pm
yes, they did give this person a new laptop I do believe.
December 12th, 2006 at 9:19 pm
OMG….Just find a Dell certified service tech and have him fix it..I am Dell certified which allows me to service all Dell machines without voiding the waranty. No matta what the issue I can fix it. Piss on dell’s second rate noob techs…As far as HP goes….hahahahahahahah…wtfe. They have the worst of all service..save Sony and maybe Oracle..And yes I also have a HP cert and a MAC cert…sheeeeeet i have just about all of em..Any tech worth a damn dime has all his certs and will drive to you and fix the issue right in front of you. Just remember that the national flat rate is $85 an hour and you will get what you pay for..
December 12th, 2006 at 9:47 pm
I had a similar problem last year…I mailed in my laptop 2 times (a week each) to get it fixed (the fan was working all the time with a very loud noise). I got it back both times unrepaired. Then I got mad and sent over 20 e-mails to the “customer service” with no replies at all. Later, I spent long time on chat, and on the phone…no use. It was only after I threatened them and wanted to be connected to a supervisor of all those incompetent customer service representatives, when I was offered a replacement by a supervisor. It was not solved at that time, since the battery of the “new” replacement laptop failed ONLY after 2 months. I had to buy a new battery and bitch to DELL endlessly since they had “intentially sent defective battery” to me and got a refund at the end for the battery. I’LL NEVER EVER buy DELL again…
December 12th, 2006 at 10:03 pm
yes it is wrong of dell, but you don’t know how to deal with customer relations. the normal wait time is 3-7 business days for a repair. you should of spoken to someone higher than a rep. going online was a waste of time and i dont know why you thought any different. you should of spoken to a supervisor and for this shouldn’t be writting notes hoping dell will see it. write a note to corporate or call dell corporate and expalin what happened. and dell was never good for customer serivce. dell has always sucked in quality and name. you need to learn how to deal with stuff, and how to take care of stuff and not write waste of time letters hoping dell will see it. goto the source.
December 12th, 2006 at 10:47 pm
Ouch, sent in for completecare depot service. The problem: the depot didn’t realize it was completecare somehow, and kept it for a month waiting for the OWR department to authorize billing. I can’t believe they’d depot it anyway.. should have been exchanged. The part left out of this story is that it was dropped down a flight of stairs… you should post pictures of that! Best thing to do is drop it down the stairs again about 3 days before the warranty runs out.
December 12th, 2006 at 10:48 pm
oh and you have to be honest… that ‘things tend to break” crap doesn’t work. IT was dropped down a flight of stairs.. get it right dude.
December 12th, 2006 at 11:27 pm
@stale
I live in memphis too, although i dont go to college there! send me an im - LASER613
December 12th, 2006 at 11:40 pm
Listen. You have to sue Dell. Simple as that. Sueing companies like this is the only way to get them to pay attention. Get your money back. Crooks… That is why I always buy my PC’s from stores, like Best Buy, b/c then you can return it to the store and have them fix it…
December 13th, 2006 at 1:12 am
I work at a company like Dell. You will not believe how some people act when a notebook repair takes two to three weeks. (Keep in mind that includes sending out prepaid labels to the customer, having it shipped across the country, serviced in our warehouse, and shipped back to the customer’s door.) They act like it is the greatest inconvenience and tragedy they’ve ever had to endure. I hear, at least twice a day, that they will never buy one of our computers and will be purchasing a Dell from that day forward. Followed by them swearing to do everything in their power to trash our reputation or sue.
I’ll have a good chuckle every time I hear “I’ll be buying Dell!” Go right ahead! : )
December 13th, 2006 at 1:45 am
I think you just read that slip wrong. They repaired the “un”.
December 13th, 2006 at 2:24 am
Hellbound, the email could be real. You never know. Even some of us consumerists end up working on the other side of the fence. I’m here reading the comments for my own enjoyment. Maybe there are a few enlightened souls out there in tech-support land. He’s got the Customer Experience phraseology right. (yeah phraseology? a word? oh well.)
Aside from that, I actually received a call from a gentleman today using the very service tag shown above. He kept thinking that I would be stupid enough to send him some replacement parts. What a small world we live in.
Keep up the reporting on Dell. It’s nice to find out who you are really working for sometimes.
December 13th, 2006 at 2:50 am
That final note is unreal. Well i had a problem with my HP. First the charger, then the screen, then the battery. This final problem made the laptop being absent for repair for about a month. And the laptop never came back again. A few phone calls and e-mails later, i said to them i would contact my consumer’s association. And a few days later i received a call. They said they would give me a full refund. Not a bad deal after all. I had a free laptop for a year and a half and then i bought a Toshiba. It has been working perfectly.
December 13th, 2006 at 3:15 am
Here’s the rundown:
If your laptop is being shipped back from the depot, they have likely authorized a replacement. At the same time, it is also extremely likely that replacement wasn’t “setup” right. I’ve gone thru this dance with Dell and have had a replacement authorized several times and waited a bit for tracking information, only to call back and find out that the replacement was NOT setup properly in the system. It took them about four or five tries on the phone, and the time it finally got done properly a Canadian support rep explained to me the difference between Internal Dell support and outsourced.
So, ask for someone Internal, explain the situation to them. Don’t stop calling until you’ve got a verified proper replacement setup and you get the rest of your warranty applied to it. This is going to be harder than you think.
Companies don’t make money by honoring their commitments, apparently.
December 13th, 2006 at 3:51 am
The person who emailed you from HQ was probably legit. I’ve heard before they are searching blogs and forums for unhappy customers in an effort to improve customer service (in a review or something maybe?). Just in case, though, go to http://support.dell.com and click on unresolved issues on the right then unresolved technical issues on the lower-left. That should get you to someone who can help you too.
December 13th, 2006 at 9:12 am
Hey, what do ya want? Dude you got a Dell, hahahahahaha
December 13th, 2006 at 9:58 am
Dell now has a team that contacts customers that post about problems with their Dell computers on the internet. The email that Hellbound posted is legitimate as Neil is one of my coworkers on that team.
Even though the system was dropped down a flight of stairs (assuming that is what happened) it has to be send to the depot for evaluation before a replacement can be set up. The system was most likely returned as is due to the owners request to get the computer back immediately. While I agree the comment probably should have been worded differently, it was not meant to be mean.
I originally came to this site to get more information about what happened to the computer in Eric’s post, and see what I could do to make sure things get properly resolved. From the comments, there are more people here I can help that just Eric and his friend.
If anyone on here wants to contact me about an ongoing problem with their Dell computer I will be more than happy to help. Just send me an email at customer_advocate@dell.com (add ‘ATTN: Larry’ to the subject to make sure it gets to me) with a description of the problem and what has happened so far and I’ll see what I can do.
Larry
Customer Advocate
Dell Inc.
December 13th, 2006 at 10:28 am
You’re BS blog got digged.. that’s why techs ended up finding it and why so many people saw it. Not that anyone gives a crap.
December 13th, 2006 at 10:36 am
[…] X Men sex Inside there’s a note — "Sent back unrepaired… thanks!". Dell’s customer service has clearly degraded over the past serveral years. Can there yet be a happy ending to this sad tale? X Men legendsread more | digg story […]
December 13th, 2006 at 12:37 pm
I recently sent my Inspiron 9300 to Dell’s Memphis repair center to replace my LCD and correct some relatively minor defects, and after waiting 3 weeks, it came back in even worse shape than when I sent it. Pixels that should be black are now bright blue! The problem is so obvious from the moment the notebook turns on, either nobody bothered to test it after it was repaired or the Dell repair center in Memphis just doesn’t care!
December 14th, 2006 at 5:13 am
[…] read more | digg story […]
December 14th, 2006 at 7:38 am
This is like what happened to my friend Dani.
Long story short she called tech support 5 times, sent her computer in 3 times, and after absolutely everything they had one answer for her.
“I’m sorry ma’am. Your computer has gremlins.”
More reasons I’m never getting a Dell.
December 14th, 2006 at 9:34 am
yes, dell laptops. man, to get me on that fiasco. my dell laptop has a design flaw it is a 700m. the sound wires were cut by the slight rocking motion of the monitor and from bending it back to a flat position which is is plenty capable of doing without issue. both electrical and ground were cut by the plastic casing and so the speakers are dead. warranty had expired before this happened, but i’m not happy with dell, my next laptop might not be one.
as much as i hate dell support, linksys is worse. for some reason ‘firmware upgrade’ never came up in the support call, i bet hundreds of people met his Indian tongue in outrage.
July 4th, 2008 at 10:09 pm
trucks for sale in the united states…
As you seem to know what your doing blogging wise, do you know what the best time of the week is to blog and have them read?…