“Problems cannot be solved at the same level of awareness that created them.” – Albert Einstein

Please, please, PLEASE, if you are going to have live chat customer service (which is a dandy idea in my book), please hire people with a higher typing speed than I have.

Please.

Thank you.

A loyal, if impatient, customer.

February 21st, 2008 at 12:30 am
4 Responses to “A fervent plea to Dell Customer Service”
  1. 1
    Steph Says:

    The SCA bought (10 or so) laptops from Dell. We had something like 15 separate service issues in the first 18 months, of which 12 never got handled satisfactorily. My personal issue with the laptop was an abrupt hard drive crash & burn, that ended up with an hour & a half service call that should have taken 5 minutes (because even though the laptop was under warranty, Dell refused to accept it back for service &/or replacement like they were supposed to), followed by the demand that *I* crack open the case to “reset” the hard drive (which would have voided the warranty they were ignoring), followed by the suggestion that I reload the software (3 times, despite repeated statements that I DON’T HAVE THE SOFTWARE, THE OFFICE IN CALIFORNIA MAINTAINS THE SOFTWARE). Then they said “we’ll send you new software so you can reload.” Then they called back to say, “Sorry, I’m in the section that handles “x” model laptops. You have a “y” model laptop. I can’t send you anything. You have to call the “y” section and work with them.”

    Detailed complaints to the sales exec who handled our account resulted in virtually no response at all.

    After that experience plus the details about the other issues that were not handled appropriately (you should hear Gabrielle’s stories about getting hers fixed … and having to deal with Dell Canada), I will never ever willingly give any business of any kind to Dell. It breaks my heart that Dell bought Alienware after we bought computers from the original AW company. When I had a recent problem with the AW, I didn’t even bother trying to call customer service, I just took it to the local computer fixit place. The $50 charge for diagnostics was worth the frustration that would result from calling tech support.

    Delltrocity. Never again.

  2. 2
    charlotte Says:

    Bri don’t you type like a million words a minute or something? I type 78 and it if I remember correctly, last I heard, you blew me out of the water.

  3. 3
    JuanGrande Says:

    I can’t even speak 78 words a minute….

    geeze.
    -Juan

  4. 4
    Cinnkitty Says:

    NO ONE types as fast at you… geez lady! ha..ha.ha..