The Quad core saga continues

After spending over FOUR hours on the phone with Dell, I was assured
that the problem was solved and it would be shipping on Saturday at the
latest.

Bullsh**.

Not only did it not ship, NOTHING has been done. It is still stuck in
limbo. I just wasted a half hour on the phone with another person whose
sole response seemed to be NOT MY PROBLEM.

Customer care sends me to sales.
Sales sends me to customer care.

No one solves the problem.

I got frustrated with this guy and told him I would NOT accept a call
transfer. I expected HIM to find the right person in Dell that could fix
the problem, work it out, and one of them could call me back.

It wasn't three minutes before he called me back to tell me IT WASN'T
HIS PROBLEM.

Ah, to top it all off, he told me the reason for the delay was because
one of the parts in my order was on backorder.

Really? On a machine from the outlet? One that is already built and
sitting in a box?

I'm stunned with how many people I have talked to (14 and counting) that
literally make up answers. They don't even seem to mind when you catch
them in lies.

I told him to fix the problem and hung up. I'm sure he went on to his
next call without a thought.

Just to make things worse, today I found a similar machine on the outlet
and ordered it too. It also appears to be stuck.

What the heck is wrong with them?

I can be patient. I can be understanding.

I can also use every ounce of energy and all my free time ensuring that
the story of the Dellbot who turned on Dell.

Tom

I've experienced the same thing with the many outlet systems I've purchased
over the years. It is impossible to get info on a outlet order. I've
learned that they just show up on your doorstep.

Keep us posted.

"Tom Scales" <> wrote in message
news:C8E928E29C214CC1A76EA684D2E9F688@M2010...
> After spending over FOUR hours on the phone with Dell, I was assured
> that the problem was solved and it would be shipping on Saturday at the
> latest.
>
> Bullsh**.
>
> Not only did it not ship, NOTHING has been done. It is still stuck in
> limbo. I just wasted a half hour on the phone with another person whose
> sole response seemed to be NOT MY PROBLEM.
>
> Customer care sends me to sales.
> Sales sends me to customer care.
>
> No one solves the problem.
>
> I got frustrated with this guy and told him I would NOT accept a call
> transfer. I expected HIM to find the right person in Dell that could fix
> the problem, work it out, and one of them could call me back.
>
> It wasn't three minutes before he called me back to tell me IT WASN'T
> HIS PROBLEM.
>
> Ah, to top it all off, he told me the reason for the delay was because
> one of the parts in my order was on backorder.
>
> Really? On a machine from the outlet? One that is already built and
> sitting in a box?
>
> I'm stunned with how many people I have talked to (14 and counting) that
> literally make up answers. They don't even seem to mind when you catch
> them in lies.
>
> I told him to fix the problem and hung up. I'm sure he went on to his
> next call without a thought.
>
> Just to make things worse, today I found a similar machine on the outlet
> and ordered it too. It also appears to be stuck.
>
> What the heck is wrong with them?
>
> I can be patient. I can be understanding.
>
> I can also use every ounce of energy and all my free time ensuring that
> the story of the Dellbot who turned on Dell.
>
> Tom
>

On Mon, 1 Oct 2007 18:12:54 -0400, "Tom Scales" <>
wrote:

>After spending over FOUR hours on the phone with Dell, I was assured
>that the problem was solved and it would be shipping on Saturday at the
>latest.
>


Tom, you win <grin>. I don't have as much patience as you for a Dell.
As crazy as this sounds, I would try to get as close to Michael Dell
as possible on the phone so they really see the broken link that might
be costing them sales.

Whatever means you take, I wish you success !

Shipping info I agree, but I've ALWAYS gotten an order number. I
haven't gotten on machine 2 either!!

> -----Original Message-----
> From: WSZsr [private.php?do=newpm&u=]
> Posted At: Monday, October 01, 2007 7:34 PM
> Posted To: alt.sys.pc-clone.dell
> Conversation: The Quad core saga continues
> Subject: Re: The Quad core saga continues
>
> I've experienced the same thing with the many outlet systems I've
> purchased
> over the years. It is impossible to get info on a outlet order.
I've
> learned that they just show up on your doorstep.
>
> Keep us posted.
>
> "Tom Scales" <> wrote in message
> news:C8E928E29C214CC1A76EA684D2E9F688@M2010...
> > After spending over FOUR hours on the phone with Dell, I was assured
> > that the problem was solved and it would be shipping on Saturday at
> the
> > latest.
> >
> > Bullsh**.
> >
> > Not only did it not ship, NOTHING has been done. It is still stuck
> in
> > limbo. I just wasted a half hour on the phone with another person
> whose
> > sole response seemed to be NOT MY PROBLEM.
> >
> > Customer care sends me to sales.
> > Sales sends me to customer care.
> >
> > No one solves the problem.
> >
> > I got frustrated with this guy and told him I would NOT accept a
call
> > transfer. I expected HIM to find the right person in Dell that could
> fix
> > the problem, work it out, and one of them could call me back.
> >
> > It wasn't three minutes before he called me back to tell me IT
WASN'T
> > HIS PROBLEM.
> >
> > Ah, to top it all off, he told me the reason for the delay was
> because
> > one of the parts in my order was on backorder.
> >
> > Really? On a machine from the outlet? One that is already built
and
> > sitting in a box?
> >
> > I'm stunned with how many people I have talked to (14 and counting)
> that
> > literally make up answers. They don't even seem to mind when you
> catch
> > them in lies.
> >
> > I told him to fix the problem and hung up. I'm sure he went on to
> his
> > next call without a thought.
> >
> > Just to make things worse, today I found a similar machine on the
> outlet
> > and ordered it too. It also appears to be stuck.
> >
> > What the heck is wrong with them?
> >
> > I can be patient. I can be understanding.
> >
> > I can also use every ounce of energy and all my free time ensuring
> that
> > the story of the Dellbot who turned on Dell.
> >
> > Tom
> >

On Mon, 1 Oct 2007 18:12:54 -0400, "Tom Scales" <>
wrote:

>After spending over FOUR hours on the phone with Dell, I was assured
>that the problem was solved and it would be shipping on Saturday at the
>latest.
>
>Bullsh**.
>
>Not only did it not ship, NOTHING has been done. It is still stuck in
>limbo. I just wasted a half hour on the phone with another person whose
>sole response seemed to be NOT MY PROBLEM.
>
>Customer care sends me to sales.
>Sales sends me to customer care.
>
>No one solves the problem.
>
>I got frustrated with this guy and told him I would NOT accept a call
>transfer. I expected HIM to find the right person in Dell that could fix
>the problem, work it out, and one of them could call me back.
>
>It wasn't three minutes before he called me back to tell me IT WASN'T
>HIS PROBLEM.
>
>Ah, to top it all off, he told me the reason for the delay was because
>one of the parts in my order was on backorder.
>
>Really? On a machine from the outlet? One that is already built and
>sitting in a box?
>
>I'm stunned with how many people I have talked to (14 and counting) that
>literally make up answers. They don't even seem to mind when you catch
>them in lies.
>
>I told him to fix the problem and hung up. I'm sure he went on to his
>next call without a thought.
>
>Just to make things worse, today I found a similar machine on the outlet
>and ordered it too. It also appears to be stuck.
>
>What the heck is wrong with them?
>
>I can be patient. I can be understanding.
>
>I can also use every ounce of energy and all my free time ensuring that
>the story of the Dellbot who turned on Dell.
>
>Tom

Hi Tom,

This is what I call a "Dell Hell" experience. It's happened to me at
least half a dozen times. One time I spent almost an entire week
trying to get something resolved, and I say that seriously. It was in
the days when a sales person had to cancel an order and he never
returned my calls, and noone in Dell could help me.

Another time was when I changed an order while it was in production to
extend the warranty to 3 years plus complete care. The person I was
supposed to talk to never returned my calls and then the system
shipped (about 3 days after I tried to change my order). There was
some kind of discount on the system with the extended warranty. So, I
tried to get the discount because I tried to change the order before
it shipped. I finally did, but after making at least 20 phone calls
being bounced around: "It's not my problem, you need to talk to
xxxxx".

Finally, I got someone who really cared about customer service. At
first I thought "oh no" because she seemed kind of slow and had an
accent, however she was very earnest and empathized, and she finally
got me to a "special situations" area within Dell. All I wanted the
whole time was for someone to take ownership of the problem and she
did.

I did get transferred to a unit within Dell called something like
"special situation" and a woman there said that she was sorry that I
had to go through all that and I got the free extended warranty with
Complete Care.

I was compensated at least twice more for "Dell Hell" experiences. I
think a lot of it was luck. I asked if they could give me something
for what I had to go through. Once (when printers were more
expensive) I got a free printer.

It probably won't help, but if I were in a Dell hell experience again
I would asked to be transferred to the "special situations" unit,
etc... It may not even exist anymore.

Anyway, one small positive of all this is that it squashes any
theories that you are a Dellbot or Dell employee :-)

"Tom Scales" <> wrote in message
news:C8E928E29C214CC1A76EA684D2E9F688@M2010...
> After spending over FOUR hours on the phone with Dell, I was assured
> that the problem was solved and it would be shipping on Saturday at the
> latest.
>
> Bullsh**.



Have you been charged for this item?

> -----Original Message-----
> From: Von Fourche [private.php?do=newpm&u=]
> Posted At: Monday, October 01, 2007 9:47 PM
> Posted To: alt.sys.pc-clone.dell
> Conversation: The Quad core saga continues
> Subject: Re: The Quad core saga continues
>
>
> "Tom Scales" <> wrote in message
> news:C8E928E29C214CC1A76EA684D2E9F688@M2010...
> > After spending over FOUR hours on the phone with Dell, I was assured
> > that the problem was solved and it would be shipping on Saturday at
> the
> > latest.
> >
> > Bullsh**.
>
>
>
> Have you been charged for this item?


Not as far as I can tell. They have put holds on, though. For me, it
isn't a crisis, but for some it could be.

"Tom Scales" <> wrote in message
news:C8E928E29C214CC1A76EA684D2E9F688@M2010...
> After spending over FOUR hours on the phone with Dell, I was assured
> that the problem was solved and it would be shipping on Saturday at the
> latest.
>
> Bullsh**.
>
> Not only did it not ship, NOTHING has been done. It is still stuck in
> limbo. I just wasted a half hour on the phone with another person whose
> sole response seemed to be NOT MY PROBLEM.
>
> Customer care sends me to sales.
> Sales sends me to customer care.
>
> No one solves the problem.
>
> I got frustrated with this guy and told him I would NOT accept a call
> transfer. I expected HIM to find the right person in Dell that could fix
> the problem, work it out, and one of them could call me back.
>
> It wasn't three minutes before he called me back to tell me IT WASN'T
> HIS PROBLEM.
>
> Ah, to top it all off, he told me the reason for the delay was because
> one of the parts in my order was on backorder.
>
> Really? On a machine from the outlet? One that is already built and
> sitting in a box?
>
> I'm stunned with how many people I have talked to (14 and counting) that
> literally make up answers. They don't even seem to mind when you catch
> them in lies.
>
> I told him to fix the problem and hung up. I'm sure he went on to his
> next call without a thought.
>
> Just to make things worse, today I found a similar machine on the outlet
> and ordered it too. It also appears to be stuck.
>
> What the heck is wrong with them?
>
> I can be patient. I can be understanding.
>
> I can also use every ounce of energy and all my free time ensuring that
> the story of the Dellbot who turned on Dell.
>
> Tom

Tom, you probably already know this, but here is the email address for
Michael Dell:


And here is the phone number for a lady, who will most like be calling you
in response to your email to Michael Dell, whose name is Shelly Pruett
1-800-624-9897
She was very helpful to me when I was having a hardware issue. I believe
she is some kind of Customer Care honcho.

And, speaking of Customer Care, here is the number for a guy by the name of
Dan Mays
1-800-999-3355

It goes without saying that you must keep a record of your calls, people,
their employee number if possible and any other information. Do not quit!
I know it's difficult and very frustrating, but do not settle for less than
what you want. The people you deal with must know that you are professional
and you expect to be treated like a professional and will accept nothing
less.

Good luck!

"Tom Scales" <> wrote in message
news:C8E928E29C214CC1A76EA684D2E9F688@M2010...
> After spending over FOUR hours on the phone with Dell, I was assured
> that the problem was solved and it would be shipping on Saturday at the
> latest.
>
> Bullsh**.
>
> Not only did it not ship, NOTHING has been done. It is still stuck in
> limbo. I just wasted a half hour on the phone with another person whose
> sole response seemed to be NOT MY PROBLEM.
>
> Customer care sends me to sales.
> Sales sends me to customer care.
>
> No one solves the problem.
>
> I got frustrated with this guy and told him I would NOT accept a call
> transfer. I expected HIM to find the right person in Dell that could fix
> the problem, work it out, and one of them could call me back.
>
> It wasn't three minutes before he called me back to tell me IT WASN'T
> HIS PROBLEM.
>
> Ah, to top it all off, he told me the reason for the delay was because
> one of the parts in my order was on backorder.
>
> Really? On a machine from the outlet? One that is already built and
> sitting in a box?
>
> I'm stunned with how many people I have talked to (14 and counting) that
> literally make up answers. They don't even seem to mind when you catch
> them in lies.
>
> I told him to fix the problem and hung up. I'm sure he went on to his
> next call without a thought.
>
> Just to make things worse, today I found a similar machine on the outlet
> and ordered it too. It also appears to be stuck.
>
> What the heck is wrong with them?
>
> I can be patient. I can be understanding.
>
> I can also use every ounce of energy and all my free time ensuring that
> the story of the Dellbot who turned on Dell.
>
> Tom
>

and you're OH SO DESPERATE for that computer cos you aint got another to use
in the mean time...............and you've ordered another one while the one
on order is being delivered..............yet more of what I've got.

WSZsr wrote:
> I've experienced the same thing with the many outlet systems I've
> purchased over the years. It is impossible to get info on a outlet
> order. I've learned that they just show up on your doorstep.

Not my experience, but it's certainly a crapshoot.