Dell’s false promises -
by Jesse on Nov.19, 2007, under CustomerService, Dell, LackOfCustomerService
Yes – I can say it. Dell lied to me.
I have a problem with my new notebook. Recently (read: less than 90 days ago) I bought a new Dell D620. When I was forcibly ejected from my last company I found myself without a notebook computer. So I logged in and bought one.
Given that my new job requires extensive travel, I chose to spend the extra $300/US or so on their “Next Business Day” warranty.
They could have at least bought me a drink first.
According to Dell – next business day doesn’t mean it will be replaced in the next business day, it means the tech will call you on the next business day and schedule a time to come and replace your motherboard, and that time will be the “NEXT BUSINESS DAY AFTER HE RECEIVES THE PARTS”
That’s such a load I can’t even believe it.
So here I am with a laptop with one failed USB port, and the second one failing – an issue which Microsoft has already said contributed to the multiple failures Vista experienced, in a situation where the only day I’m not traveling in the next month is thanksgiving day.
So the fun part is:
The idiot Jr. level support dweeb told me, promised me after I asked him twice if he was sure, that the tech would come to my house ON THANKSGIVING DAY to replace the motherboard in my laptop.
Now I don’t hold him responsible (though I do hold him stupid for not checking his calendar before making a promise that you and I know will cost Dell a mint to fulfill) for Dell’s policies. As a Jr. level support dweeb he effectively did his job of keeping me from getting to a more senior support dweeb.
But to promise support on a national holiday is hilarious, and I’m going to have a blast ramming that one down their throats when the guy doesn’t show up.
Sorry – it’s late, I’m tired, I’ve had a bad day. 
The hilarious part is – I even gave him the chance to back out of his lie:
| 12:31:21 AM | Jesse |
you’re lying to me again you know – you have no intention of having a tech to fix this on Thursday. |
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| 12:31:56 AM | Vikas_166576 |
On Thursday the system will be serviced. |
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| 12:32:10 AM | Jesse |
and if it isn’t what is my recourse? |
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| 12:32:26 AM | Vikas_166576 |
And there is no reason to lie to my customer. |
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| 12:32:41 AM | Jesse |
ok, so long as I have you on record saying that. |
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| 12:33:32 AM | Jesse |
Thank you for your time – I’ll expect a manager’s call tomorrow. |
The problem is, I think, that of course Dell doesn’t use support people from the US, which would mean that he didn’t realize that Thursday was a holiday. Don’t know, don’t care. They made a promise now I expect them to follow through.
November 22nd, 2007 on 10:22 am
Not only didn’t they show up on Thanksgiving day to fix my laptop, the support tech didn’t even bother calling to try and schedule a time.
So Dell has completely and utterly failed to follow through on ALL of their support promises.
I wonder if they really care? (I wonder if I might be smart to buy a backup laptop just in case)
Jg
November 25th, 2007 on 3:06 pm
it’s now 11/25 – they *STILL haven’t responded.
November 26th, 2007 on 11:48 am
11/26 – the contractor has my new motherboard and called me today to schedule a replacement. Unfortunately I’m going to have to drag him away from his home on a Saturday as I’m not available any other time. He gave me some story about having the wrong phone number. I have the chat log, I gave/verified the phone number at least 3 times during the course of the chat.
So net time was 7 days from opening the support ticket to the rep calling me, it will be 13 days before the part is actually replaced.
So much for “Next Business Day” – all though a couple of interesting things have happened. My warranty has been upgraded to their “Complete Care” (Doesn’t change the response time, but I’m covered for drops/voltage spikes/liquids now) and they’ve reset the date. I guess this was their response to my demand for a refund.
They still have yet to address the idiot’s promise that I would have a tech out on Thursday, *AND* that I would get a manager call-back the next day (that didn’t happen either)
It’s ridiculous that it might come down to buying a second laptop so I’m covered in the event of a failure.