Dell's terrible service - final report

Ten days after the HD on my Dell laptop broke (the one that has
next-day on-site service and CompleteCare), and after perhaps 7 hours
on the phone with Dell and dozens of follow-up emails with Dell's
customer service:

1. I still don't have a replacement HD, but Dell promises me one is
on the way.

2. Dell reports that the service I received was in keeping with what
I should expect.

So there you have it. After a dozen years of devotion to Dell, I've
become another in what seems like a rapidly growing list of
dissatisfied customers.

-Joel

I don't get it, usually if dell authorizes a replacement it is delivered
with in a few days.


"Dr. Joel M. Hoffman" wrote in message
...

Ten days after the HD on my Dell laptop broke (the one that has
next-day on-site service and CompleteCare), and after perhaps 7 hours
on the phone with Dell and dozens of follow-up emails with Dell's
customer service:

1. I still don't have a replacement HD, but Dell promises me one is
on the way.

2. Dell reports that the service I received was in keeping with what
I should expect.

So there you have it. After a dozen years of devotion to Dell, I've
become another in what seems like a rapidly growing list of
dissatisfied customers.

-Joel

Sounds like Dell is the new Packard Bell of computers....



"Dr. Joel M. Hoffman" wrote in message
...

Ten days after the HD on my Dell laptop broke (the one that has
next-day on-site service and CompleteCare), and after perhaps 7 hours
on the phone with Dell and dozens of follow-up emails with Dell's
customer service:

1. I still don't have a replacement HD, but Dell promises me one is
on the way.

2. Dell reports that the service I received was in keeping with what
I should expect.

So there you have it. After a dozen years of devotion to Dell, I've
become another in what seems like a rapidly growing list of
dissatisfied customers.

-Joel

"tonys" wrote in message
news:NKQDe.56147$ro.16038@fed1read02...
Sounds like Dell is the new Packard Bell of computers....





Nah. It's just that they're appearing to be more inconsistent. If you read
the archives for this group, you'll see where plenty of folks (myself
included) have had really good results using the next business day onsite
warranties. No problems whatsoever with that aspect of support.

-But- I had some lousy luck when using the spare parts dept. a month or two
ago, and like the original post in this thread, you'll see people who've had
equally bad results from onsite.

So while the service is not universally bad, an unscientific look at this
newsgroup and some others suggest that it is perhaps stagnant or losing
ground....

jmo.


Stew

No company could possibly be as incredibly horrible at both quality of
product and customer service as Packard Bell. They were run out of the US
for selling new computers with used parts.

"tonys" wrote in message
news:NKQDe.56147$ro.16038@fed1read02...
Sounds like Dell is the new Packard Bell of computers....



"Dr. Joel M. Hoffman" wrote in message
...

Ten days after the HD on my Dell laptop broke (the one that has
next-day on-site service and CompleteCare), and after perhaps 7 hours
on the phone with Dell and dozens of follow-up emails with Dell's
customer service:

1. I still don't have a replacement HD, but Dell promises me one is
on the way.

2. Dell reports that the service I received was in keeping with what
I should expect.

So there you have it. After a dozen years of devotion to Dell, I've
become another in what seems like a rapidly growing list of
dissatisfied customers.

-Joel

First, you claimed that your hard drive broke due to normal wear and
tear and Dell said it isn't covered by CompleteCareTM Accidental
Damage Service coverage. Then you changed your story that Dell isn't
honoring their agreement because they wouldn't reinstall your OS on
your hard drive. Now, you are saying that Dell "promised" you one 10
days ago. Just how is it they promised you another hard drive when it
isn't covered under CompleteCareTM Accidental Damage Service coverage?

You know, for some with a "Dr" in your name, you sure don't sound very
bright.


Dr. Joel M. Hoffman wrote:
Ten days after the HD on my Dell laptop broke (the one that has
next-day on-site service and CompleteCare), and after perhaps 7 hours
on the phone with Dell and dozens of follow-up emails with Dell's
customer service:

1. I still don't have a replacement HD, but Dell promises me one is
on the way.

2. Dell reports that the service I received was in keeping with what
I should expect.

So there you have it. After a dozen years of devotion to Dell, I've
become another in what seems like a rapidly growing list of
dissatisfied customers.

-Joel

Again, I would ask if you have called Dell Customer Service and insisted on
speaking with a manager or supervisor about your issues? I refer you to my
email to you of several days ago.

"Dr. Joel M. Hoffman" wrote in message
...

Ten days after the HD on my Dell laptop broke (the one that has
next-day on-site service and CompleteCare), and after perhaps 7 hours
on the phone with Dell and dozens of follow-up emails with Dell's
customer service:

1. I still don't have a replacement HD, but Dell promises me one is
on the way.

2. Dell reports that the service I received was in keeping with what
I should expect.

So there you have it. After a dozen years of devotion to Dell, I've
become another in what seems like a rapidly growing list of
dissatisfied customers.

-Joel

"Dr. Joel M. Hoffman" wrote in message
...

Ten days after the HD on my Dell laptop broke (the one that has
next-day on-site service and CompleteCare), and after perhaps 7 hours
on the phone with Dell and dozens of follow-up emails with Dell's
customer service:

1. I still don't have a replacement HD, but Dell promises me one is
on the way.

2. Dell reports that the service I received was in keeping with what
I should expect.

So there you have it. After a dozen years of devotion to Dell, I've
become another in what seems like a rapidly growing list of
dissatisfied customers.



And in all the time you've been having problems and complaining I've had two
laptop hard drives and a laptop power supply replaced under warranty and all
parts delivered the next morning.

How?
1) I NEVER buy from Dell Home
2) I NEVER call Dell support. I always use the email support request
3) I simply do not argue with the response I receive from Dell no mater how
stupid it is. If they suggest tests I either do them or already know the
results. In some cases I just make up the results.

This has worked for me for years. So long that I really think that the user
brings upon themselves much of the support issues we hear about . How? I
have no idea but I'm sure attitude and patients comes into play somewhere
along the line.

HTH

--

Rob

"Robert R Kircher, Jr." wrote in message
...
"Dr. Joel M. Hoffman" wrote in message
...

Ten days after the HD on my Dell laptop broke (the one that has
next-day on-site service and CompleteCare), and after perhaps 7 hours
on the phone with Dell and dozens of follow-up emails with Dell's
customer service:

1. I still don't have a replacement HD, but Dell promises me one is
on the way.

2. Dell reports that the service I received was in keeping with what
I should expect.

So there you have it. After a dozen years of devotion to Dell, I've
become another in what seems like a rapidly growing list of
dissatisfied customers.



And in all the time you've been having problems and complaining I've had
two laptop hard drives and a laptop power supply replaced under warranty
and all parts delivered the next morning.

How?
1) I NEVER buy from Dell Home
2) I NEVER call Dell support. I always use the email support request
3) I simply do not argue with the response I receive from Dell no mater
how stupid it is. If they suggest tests I either do them or already know
the results. In some cases I just make up the results.

This has worked for me for years. So long that I really think that the
user brings upon themselves much of the support issues we hear about .
How? I have no idea but I'm sure attitude and patients comes into play
somewhere along the line.

HTH

--

Rob



And the choir says "amen" to brother Rob.

This repeated posting of a simple transaction gone so terribly wrong
indicated to me that there's more here than meets the eye.


Stew

Nah. It's just that they're appearing to be more inconsistent. If you read
the archives for this group, you'll see where plenty of folks (myself
included) have had really good results using the next business day onsite
warranties. No problems whatsoever with that aspect of support.

Have you had good experience lately? I had only good experiences for
a dozen years, and now this.

-Joel

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