Hints for getting Dell to honor serivice contract?

Discussion in 'Dell' started by Dr. Joel M. Hoffman, Mar 9, 2007.

  1. For the second time in a year, my Inspiron 2200's HD broke, so for the
    second time in a year, I'm in Dell Service hell.

    (I called Dell on Wednesday, got disconnected three times, finally got
    connected to someone who barely spoke English. She promised service
    "within two to three business days." I protested that I had a
    next-day service contract. She said someone would "try to call" me on
    Friday. Today's Friday. No on has called. After getting cut off
    again this morning, then 30 minutes on hold, I got a sales rep who
    doesn't speak English and who doesn't know what month it is. There's
    no supervisor around. I'm on hold waiting for the sales rep as I
    write this.)

    Dell used to have great service. But my past two "next-day" service
    calls took 4 days and 7 days respectively, both simply to replace a
    bad HD. Am I just incredibly unlucky, or is Dell's service gone?

    More to the point, does anyone have any suggestions for getting this
    to work?

    Many thanks.

    -Joel
    Dr. Joel M. Hoffman, Mar 9, 2007
    #1
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  2. Dr. Joel M. Hoffman

    Ron Hardin Guest

    Backups, don't buy service contracts, and get another computer when the
    first one breaks. If they can make money on service insurance, so can
    you, in the long run.

    I myself back up computers on each other, so there's a seamless
    transition. Just use the other computer and buy a replacement.

    Soon, I imagine, you'll have a small parts inventory too, which,
    with a little interest, will produce a hobby.

    Never pay for insurance for a risk you can easily cover.

    Making lots of public noise is a nice way to get attention, if you're
    polite and not whining about it. After all, there is somebody at
    Dell, probably, anxious to make it right, even if everybody there isn't.

    A polite and scrupulously honest complainer is the most effective.
    --
    Ron Hardin


    On the internet, nobody knows you're a jerk.
    Ron Hardin, Mar 9, 2007
    #2
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  3. Dr. Joel M. Hoffman

    Lez Pawl Guest

    "Dr. Joel M. Hoffman" <> wrote in message
    news:HQfIh.5$...
    >
    > For the second time in a year, my Inspiron 2200's HD broke, so for the
    > second time in a year, I'm in Dell Service hell.
    >
    > (I called Dell on Wednesday, got disconnected three times, finally got
    > connected to someone who barely spoke English. She promised service
    > "within two to three business days." I protested that I had a
    > next-day service contract. She said someone would "try to call" me on
    > Friday. Today's Friday. No on has called. After getting cut off
    > again this morning, then 30 minutes on hold, I got a sales rep who
    > doesn't speak English and who doesn't know what month it is. There's
    > no supervisor around. I'm on hold waiting for the sales rep as I
    > write this.)
    >
    > Dell used to have great service. But my past two "next-day" service
    > calls took 4 days and 7 days respectively, both simply to replace a
    > bad HD. Am I just incredibly unlucky, or is Dell's service gone?
    >
    > More to the point, does anyone have any suggestions for getting this
    > to work?
    >
    > Many thanks.
    >
    > -Joel
    >



    More to the point, does anyone have any suggestions for getting this to
    work..........

    tell us what you were doing before it packed up...........would help a
    little.
    Lez Pawl, Mar 9, 2007
    #3
  4. Dr. Joel M. Hoffman

    hdrdtd Guest

    I've had very good luck running the Dell diagnostics when a problem occurs,
    write down the results of any failed diagnosic including any/all error
    codes.

    Go to the web site and use 'Chat' mode rather than the telephone. No problem
    with strong accennts in chat mode. Be polite, describe the problem, the
    symtomes, the steps you took to troubleshoot including running the
    diagnostics, provide detailed results of the diagnostics.

    Every time I've done the above, The Dell tech on the other end, agreed with
    the results of the diagnostics and agreed to ship the needed items out. No
    hassle, no argument, resolved quickly.

    as an added benifit, they keep a log of the entire Chat, and they E-mail it
    to you when the call is completed for your own records.


    "Dr. Joel M. Hoffman" <> wrote in message
    news:HQfIh.5$...
    >
    > For the second time in a year, my Inspiron 2200's HD broke, so for the
    > second time in a year, I'm in Dell Service hell.
    >
    > (I called Dell on Wednesday, got disconnected three times, finally got
    > connected to someone who barely spoke English. She promised service
    > "within two to three business days." I protested that I had a
    > next-day service contract. She said someone would "try to call" me on
    > Friday. Today's Friday. No on has called. After getting cut off
    > again this morning, then 30 minutes on hold, I got a sales rep who
    > doesn't speak English and who doesn't know what month it is. There's
    > no supervisor around. I'm on hold waiting for the sales rep as I
    > write this.)
    >
    > Dell used to have great service. But my past two "next-day" service
    > calls took 4 days and 7 days respectively, both simply to replace a
    > bad HD. Am I just incredibly unlucky, or is Dell's service gone?
    >
    > More to the point, does anyone have any suggestions for getting this
    > to work?
    >
    > Many thanks.
    >
    > -Joel
    >
    hdrdtd, Mar 9, 2007
    #4
  5. Dr. Joel M. Hoffman

    Journey Guest

    On Fri, 09 Mar 2007 16:21:59 GMT, (Dr. Joel M. Hoffman)
    wrote:

    >Dell used to have great service. But my past two "next-day" service
    >calls took 4 days and 7 days respectively, both simply to replace a
    >bad HD. Am I just incredibly unlucky, or is Dell's service gone?
    >
    >More to the point, does anyone have any suggestions for getting this
    >to work?


    This is what I call a "Dell Hell" experience. Yours is actually minor
    compared to what many have had to go through. Usually, after purchase
    support has been better, such as the turnaround time for laptop
    repairs. That's one of the main reasons I stick with Dell. However,
    the Indian support is beginning to irritate me too. I would go
    elsewhere, but I am familiar with Dell systems so when I go to Gateway
    I feel lost.

    I would try to escalate the problem. Dell does have a Special
    Situations area that takes ownership of a problem if it doesn't get
    resolved, but I think it's very hard to get there. I have also played
    the "irate customer". It's an acting job for me because I don't get
    irate. In that case it is what got me to Special Situations (I had
    been bounced around about 20 times).

    I think Dell's phone system has less dead ends than it used to. The
    first thing to do when you get the support person, is to give them
    your phone number in case you get disconnected. I think they are
    supposed to ask for that but most don't.

    Also, if I get a support person thatI don't feel comfortable with, I
    tell the person "I'm sorry but I can't understand your English very
    well so I am going to hang up and get another support person" or "I
    don't think the approach you are using is a good one, I am going to
    get someone else to help me". It might sound rude or judgemental, but
    I don't want to spend time with someone I don't think will be able to
    help me very well.

    (One time I was completely wrong -- the person that didn't seem
    competant actually was concerned that I had been bounced around about
    20 times, and she stuck with me until it got resolved -- that was the
    time it was referred to Special Situations. Occasionally there is a
    very special gifted person that works for these organizations and her
    concern for the customer made her one fo those)

    If I can tell that they are going through a script, I sometimes say
    "ok, we both know it's a bad DVD drive, what do we have to do with
    your script to get it sent out". One person skipped most of the
    steps, and even put in the notes to give me a specific DVD drive (NEC
    I think) which is what was installed.
    Journey, Mar 9, 2007
    #5
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