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#11
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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. Yes. It was the supervisor who, last Thursday, authorized an imaged replacement drive, which I still have not received. -Joel ---------------------------------------------------------------------------- Free 35mm lens/digicam reviews: http://www.exc.com/photography ---------------------------------------------------------------------------- |
#12
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"Robert R Kircher, Jr." wrote in message
... 1) I NEVER buy from Dell Home 2) I NEVER call Dell support. This should be of great solace to the tens of thousands of Dell Customers who believe they can do one or both. g "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 |
#13
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"Dr. Joel M. Hoffman" wrote in message ... 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 Joel, I placed a half dozen (used, but still under Dell warranty) Latitude notebooks recently. (2) required either parts or onsite service for relatively minor problems. Both experiences - honestly - were very good. The phone tech who dispatched the onsite even went so far as to ask me to look over all the plastics on the system as well as the keyboard and track stick to be sure nothing else needed replacement while the onsite tech was there. Earlier (desktop) experiences with the overseas techs (hardware dispatch only) went equally as well. All parts arrived the next day via DHL/Airborne. The only stinker I had was with (overseas ) spare parts. Stew |
#14
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#15
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On Thu, 21 Jul 2005 15:37:41 -0400, "Robert R Kircher, Jr."
wrote: [. . .] 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 Incredibly dumb respnose. Dell wants to sell, it grabbed a good segment of the market based upon its support. If people begin to think the support sucks Dell will lose an advantage. |
#16
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"Bill" wrote in message ... On Thu, 21 Jul 2005 15:37:41 -0400, "Robert R Kircher, Jr." wrote: [. . .] 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 Incredibly dumb respnose. Dell wants to sell, it grabbed a good segment of the market based upon its support. If people begin to think the support sucks Dell will lose an advantage. I suspect Dell just has to have better service than the competition. Bad as it is, it's better than HP, etc. Tom |
#17
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While I've only had to deal with HP customer service once, at least
they did what they said they would. So far, not so with Dell. Ordered two desktop systems via web (Small Business on Dell credit account). Everything went fine. Until about 45 days later when I agian ordered online, this time two laptops. The day they were to ship I learned from the Dell Status page the order had been canceled. After much time on the phone I learned DFS canceled the order. Dell never bothered to tell me. OK stuff happens, move on. I get the order back in and everything seems to be ok, except for starting at square one. After a couple days I contacted Customer Service to inquire why the systems don't seem to be moving along. I sent email on a Friday, by Monday I had a reply was assured the order would be expedited, they would credit me shipment cost and up shipment to next day from 2 day, cool. 24 hours later I learned, again from the status page, that the order had been canceled. This time because 30GB hard drives were backordered, cause of first delay, then canceled because Dell decided to go to 40GB drives, so back to square one. Again no contact from Dell. As of this writing, Friday I'm in the very same spot I was last Friday, its a 50/50 chance that for some reason the order will be canceled by the time I arrived to work on Monday or Tuesday, despite any and all assurances from Dell customer service. I responded to this post 'cause you mentioned HP. I know I can order an equivalent HP laptop from CDW and have it on my desk next day. So let me ask why buy from Dell? Myself I'm quite glad this happened to us now rather then after ordering a block of laptops and desktops. Which was pending behind this last order. Look I read these posting and all but bottom line is Dell does not have control of its own business. With customer service saying were expideingtin your orsder, assuring me this is very unusual for Dell |
#18
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On Fri, 22 Jul 2005 23:37:22 GMT, "Tom Scales"
wrote: [. . .] I suspect Dell just has to have better service than the competition. Bad as it is, it's better than HP, etc. Tom Never dealt with HP, have with COMPAQ. Their standard answer seemed to be reformat your hard drive and reload the Windows. I suspect you are right, how good does Dell service have to be? Just good enough to keep from driving off some many customers that it impacts sales. |
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