Well, here I am I have a XPS 2010 that has motherboard/video card issues and I have Complete Care and Next Day Support Warranties in force and current. I use this 2010 for presentations before large groups and have enjoyed the features. Since purchase I have upgraded to Vista Ultimate and Upgraded the RAM to 4 gig. I have sold or recommmended many projectors, laptops and desktops made by Dell to customers and my business ha done well. My questin is, how can I trust Dell with my customers when I get treated like this:
Machine breaks down last year, I ship to the Depot and they replace and fix (lost 8 business days)
Machine breaks down again this year, same issue exactly, sent to the depot again, replace and fix (7 business days lost)
Machine bombs out again less than a month after last fix,SAME ISSUE, they send out a tech after I escalate to manager, tech fixes after two tries.
Machine bombs again SAME ISSUE in front of an audience of 150 people!! This was April 20th. I call again they escalate to the "escalation team" after I balk at the solution which was send the machine to the depot lose another 8 days. I get the standard Chat log and descriptions
I now am with the "Escalation Team" and they call late the next day and we talk back and forth and he eventually gets to the point that I was already at, that the machine had a reoccurring issue and needed to be replaced. He says that they will get a replacement 2010 out within the next two days.... I get a e-mail that has a phone # with extension and e-mail address
WELL.... I get a call from my "Escalation Team" member who shall remain nameless, and he said that the 2010 was no ;onger available, would I accept a 1730 that was new? I said that would do (as I continue to lose business work time) and he gives me a list of hardware to match up with the 2010. Some better upgrades, but I still felt like I was in a box, being told what I was going to get, etc... He says they will have it to me as quickly as possible.
One day later, the "Escalation Team" member calls back and says "they don'y have blue, will you take red?" Of course I am still in the box, I just need a replacement. I agree and continue to wait. I check the website and do see an order pop up after an additional day for one 1730.I scan the part list and see that there is no webcam,no mouse and no tv card, all of which come standard on the XPS 2010. I am also giving up the extra upgrade I did to Vista Ultimate and 4 gig of RAM. Remeber I am still in the box, and the business days are still ticking by...
I sent three e-mails to the "Escalation Team" e-mail address and called the "Escalation Team" phone with my additional concerns and a time to reach me as thy requested in their e-mail to me. At this point they HAVE NOT called me back
So.... I called yesterday evening and made my way through the maze at Customer Service and got a gentleman that listened and said that the laptop is still in production but was supposed to ship out that same day. Well, I have not seen any further update and have not heard yet from the "Escalation Team" It is now June 10th and I still have NO REPLACEMENT and NO SOLUTION!!! I have counted 16 business day lost due to "Dell Escalation Team"
My comment here is this, how can I sell Dell to a client and sell the complete package of warranties and in the back of my mind understand how poorly they will be treated? My company cannot run that way because I would be hung bt the end of the week.
My current case number is [Admin Note: Case Number removed due to TOS violation] in case there is someone from upper management monitoring this forum. The Escalation Team is "Team HYDSSR001"
Timmer_ax,
Sorry you are having problems with your computer.
I will see what I can do to assist.
Regards,
Robert
Dell Download StoreParts for Your DellDell DataSafe OnlineDell PC TuneUpWindows 7 Web TrainingTwitter Robert_P_atDell
I did receive my replacement 1730 last evening after calling, discussing, e-mailing and trying any method I knew to get help. I now have to spend my money to upgrade RAM, Vista toUltimate and rebuild all of the software that I had on my 2010.
I have been working with Dell as a reseller for almost 8 years and still recommend your product. I am just a bit frustrated that I have to pull teeth to get a tech off the script, or escalate when the issue was clearly reoccurring. I know you guys have a good CRM package, I would hope that you train your techs to go back through the history before giving the continual diatribe of "We are so sorry for your problem, but the best solution is ship it to the DEPOT and we will guarantee the repair and you lose additional job time.
Thanks for looking into it and my phone and e-mail are open to talk further if there is a need.
Note: this is after I posted this second reply on 6-12-2009
From: (I took this out)
This email is with regards to your complain that reached our Corporate office. We appreciate you taking the time to bring our attention to this incident. I intend to address your concern and tried reaching you to discuss the issue and left a voicemail as you were unavailable. Please provide an alternate phone number and the best time to reach you. We regret any inconvenience caused. We value you as our customer and request you to give me an opportunity to resolve the technical issue with your Dell Computer.
I am looking forward to a response from you at the earliest.
I Replied:
(NAME REMOVED by me)
I have just attempted my first call in response to your e-mail letter. I was transferred twice through the operator only to find out that the extension you have at the bottom of your e-mail is yet another collection point “resolution group desk.” I would enjoy the opportunity to speak with you but as it seems no one has a direct phone line anymore and as a customer/reseller, I am left to listening to well worn Dell service commercials on hold. I do have my laptop at this point and am now going to begin the process of paying out of pocket additional costs to get the software that was installed on my 2010 onto my smaller, not as fast, XPS 1730. I do believe that you have my contact numbers and I do believe that you are willing to help out, but at this point I am so far behind and frustrated with “Support” as a whole. My trust in Dell Support has just about gone out the window.
I have just attempted my first call in response to your e-mail letter. I was transferred twice through the operator only to find out that the extension you have at the bottom of your e-mail is yet another collection point “resolution group desk.”
I would enjoy the opportunity to speak with you but as it seems no one has a direct phone line anymore and as a customer/reseller, I am left to listening to well worn Dell service commercials on hold. I do have my laptop at this point and am now going to begin the process of paying out of pocket additional costs to get the software that was installed on my 2010 onto my smaller, not as fast, XPS 1730.
I do believe that you have my contact numbers and I do believe that you are willing to help out, but at this point I am so far behind and frustrated with “Support” as a whole.
My trust in Dell Support has just about gone out the window.
Timmer_ax, I was just about to post my own tale of woe with Customer Support, so it is sad to see I'm not alone.
The absolute unresponsiveness OFF THE SCRIPT is frustrating, as is the inability to reach someone by phone or email who can look at the BIG PICTURE.
I was sold a non-functioning laptop (well, worked for 2 days...), told it was hardware, then software, then told only a Dell On Call pay service to fix a software problem would succeed.
Protesting this was blackmail, I eventually knuckled under (this Laptop was a gift for wife on Mother's Day, and several weeks of "can I use it yet" is similar to your situation of business days passing by...), and the machine works now.
Still, I can get no one at Dell to answer the question of why I had 12 hours of my time, 2 weeks of real time, and frustration galore to get a working laptop ONLY AFTER PAYING ADDITIONALLY FOR SERVICES TO PROVIDE WHAT I WAS SUPPOSED TO GET IN THE FIRST PLACE!
Any answers, moderators???
Roger
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<ADMIN NOTE: Email removed per privacy policy>
All I can say is hope that a moderator like Robert see above, gets in and gets involved. It seems the new script does not allow "wiggle room" as I used to call it. Even with the best warranty purchased, you still have to fight tooth and nail for a manager to even speak with you. I prefer to use Dell Chat not only because I gt a copy of what was said, but also they get a copy so they can understand what I was saying.
I wish you the best, it seems they do monitor the forums, because my note sparked some interest at Round Rock, of course I am still dealing wih this as of this note
Tim
mcspiros,
Sorry you had problems with your order. If you could send me your order number, customer number and a telephone number where you can be reached in a Private Conversation (select "contact" below, then choose "start a private conversation with Dell-Robert P"), I'll see what I can do. Please do not post your information on the Forum. Thanks.
Robert, thanks for your help. I have reached an acceptable resolution with Dell. Would not have happened without your help, and this forum.
Thanks!
Glad I could be of help.
I want to also thank you. I am grateful that this has come to a resolution at this point and I will continue to sell Dell products and promote them as I get the chance. I do however see the "link weakness" in the scripting and escalation process that could hinder othe customers just like me.
Thanks very much!
I would recommend starting a new thread for your issues if you want help from a forum member with them.
My first reaction to your issue is that it sounds like a software issue. Have you ruled that out? Are there hardware issues? The reason I ask is that tech support is generally for hardware issues, so they may not kow how to respond to your problem.
EDIT: Post I was referring to got deleted....
Well
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