DELL TrashCan Support

Mike48009 · 11-21-2004, 04:04 PM

Premium DELL SUPPORT is the worst. My new notebook under the best next day onsite and gold phone support and still not fixed, no service guy, and over 40 documentable hours calling into DELL (its been a month since I went down). If you work at DELL I'm sure you already know. But just in case here are some numbers for you to verify my story.

delltechsupport-eti@delltechsupport-etr.com

trouble ticket #: 85031076

Christian Santos supervisor of Agnes Dela Rosa badge number 349456

Service Tag: G3G7T31

There are pages of numbers and names that my staff has collected. I guess since we know that no matter what we have already lost on our deal with DELL. Such as paying as more dollars in staff calling into to DELL to fix the problem than we did for the new computers to replace the DELLS.

Hell, we would've been better off throwing them in the trash. LOL

We just want others to know before they make the same mistake.

EMAIL 11-21-4

Dear Mel,

What do you do with people with disabilities such as deaf people? I am sure you don’t make them call into a dispatcher. Or wait if your dispatcher is in India he doesn’t have to follow US law. Next day service? My computer is less than a year old and has been down over a month.

I paid extra for DELL notebooks and bought your GOLD support next day on-site Business repair (or whatever your best service was). I was guaranteed quick service on the phone and that someone would be on premises to fix a notebook if they went down. It has been a month and several hours waiting and waiting on the phone only to be disconnected and riduculed.

We pretty much talked to DELL support several times every day and they are even calling us. If they don’t reach us they leave a message with no number and there is no way to contact the same person repeatedly.

Alternatively, when we do actually talk to someone on the phone it ends up that we need to be transferred to someone else who has no authority to do anything either. I thought they should have the authority to fix something? We are then hung up on, disconnected, or they don’t know who we are, or they think I with a different company. What the hell is going on with Bank Tech or whatever the company is. I am not with that company and I do not reside on 8 mile or have anything to do with that company.

For three weeks we have had new computers up in the office thanks to DELL, when yours cascaded, we were out of business. So we bought locally and a good thing too. Could you imagine being down for a month just because you choose DELL. LOL.

This is why we would rather have a refund or buyback. After a few days of this you think that you would expedite this to a party that could handle tuff issues like trying to manage your horrible support. One point of contact start to finish. One person, one number and email (direct), one neck. In fact I want it all in writing for now on anyways. Do not have anyone call or contact me unless they can buy back the comuputer

I have copied a few people with this email, posted it on three stock boards, with consumer reports a few other opinion boards I was able to find and I am going to keep on posting everywhere I think it will get attention.

I do not think that anyone cares about the fact that I am not going to buy DELL again.

________________________________________
From: delltechsupport-eti [mailto:delltechsupport-eti@delltechsupport-etr.com]
Sent: Thursday, November 18, 2004 5:24 PM

Subject: Dell Technical Support Follow up [Mel]

Dear

I understand how frustrated and disappointed you are right now. I do apologize for all these inconveniences.

You’re asking if there’s a location to send in the system for repair?
Yes. The process of this is that you need to call in Dell Technical Support but I'll give you a trouble ticket# regarding the issue of the system.
Case: 85031076 - This will help expedite your call. Tech Support will setup a dispatch for you..

They'll be giving you instructions regarding the whole process. Sometimes it depends on your location..

Send in your reply as soon as its done.

Thank you for your patience.

Sincerely,

Dell Technical Support
-----Original Message-----
From:
Sent: Wednesday, November 17, 2004 2:24 PM
To: 'delltechsupport-eti'
Subject: RE: Dell Technical Support Follow up [Mel]
Dear Mel,

Thanks for the response. A nice gentleman called this morning from DELL, unfortunately he did not have the authority to service us and had to transfer us to someone who knows nothing of our situation and is unable to fix our problem.

I really have given up on DELL or getting my DELL computer fixed. 24 hours cumulative phone time is too long, this should be unacceptable and someone there should realize that the DELL team does not play on the same page (meaning that though everyone is sorry, nobody can fix the problem or has authority, we are always being transferred somewhere else).

Could I send in my system to a location and then you send it back when it is fixed? If it takes two weeks you will beat my expectations.

At the very least can we have it set up so that I am corresponding with one person from DELL and corresponding with one person from DELL over email. I have tried to dedicate staff members to calling DELL and getting this resolved and it only takes my business away, puts me more behind and frustrates my staff.

Another option that would work is discount my computer, refunding the next day onsite service for failure to deliver and credit me for a hard drive. I know of a service place in my neighborhood that can sell me a laptop drive and will have my system up in a Jiffy. I have not chosen that option because I did or thought that next business day onsite premium support would not be so difficult and I don't like the idea of this coming out of my pocket.

I am sure that you will be unable to fulfill any of my requests. If that is the case, could you please respond in writing.

Thank you,

________________________________________
From: delltechsupport-eti [mailto:delltechsupport-eti@delltechsupport-etr.com]
Sent: Wednesday, November 17, 2004 6:49 PM
To:
Subject: Dell Technical Support Follow up [Mel]

Hi

I apologize for all the inconveniences that you're encountering right now.

However, I can give you a trouble ticket #: 85031076 that will help expedite your call.
Next technician would be able to browse the history of your records. The tech knows what to do on this.

Thank you for your patience.

Sincerely,
Mel Sinibalo
Dell Technical Support

-----Original Message-----
From:
Sent: Sunday, November 14, 2004 7:30 AM
To: 'delltechsupport-eti'
Subject: COM DISSAT UNRES / V sup

Dear Christian Santos supervisor of Agnes Dela Rosa badge number 349456,

RE: service tag: G3G7T31

Thank you for writing.

My problem with my DELL computer has not been resolved.

I have not heard from any DELL representatives calling me on the telephone.

No parts were ever shipped to me or received.

I and others have called into DELL support only to get misinformation, lies
and excuses.

MY DELL COMPUTER HAS NOT WORKED SINCE I STARTED CALLING IN.

I BOUGHT DELL FOR THE NEXT DAY SUPPORT.

I HAVE JUST ABOUT GIVEN UP WITH NOW THAT EVEN MY STAFF CAN'T GET SUPPORT OR
ACTION. IS IT POSSIBLE FOR ME TO HAVE TELEPHONE CONTACT WITH A DELL
AMERICAN ATTORNEY? I THINK THAT THIS IS THE ONLY POSSIBLE WAY TO
RESOLUTION.

-----Original Message-----
From: delltechsupport-eti
[mailto:delltechsupport-eti@delltechsupport-etr.com]
Sent: Wednesday, November 03, 2004 3:35 AM

Subject: Dell Technical Support Follow up

Dear

This is a follow-up email regarding your recent call to Dell Technical
Support. My name is Christian and I am the supervisor of Agnes Dela Rosa,
badge number, 349456, the tech you spoke with on the phone. I am writing to
make sure that the problem with your system, service tag: G3G7T31 has been
completely resolved.

If your problem has not yet been resolved, please respond to this email (or
attach this email to your response) and let us know a good time to call you
back and what number we should use to best reach you with. Our team is
available Monday through Friday from 8:00 AM to 5:00 PM CST. If you need us
to call you after business hours, please let us know and we will try to
contact you the evening of the next business day. It is our number one
priority to make sure our customers are completely satisfied, and that is
the reason for my follow-up email.

If your problem has been fixed, that is great. Dell has very high standards
for customer satisfaction, and I'm glad we were able to help you. Your
satisfaction is ultimately how we are all evaluated at Dell, myself
included.

Should you want to go over best solutions online, you can also check out our
websites:

or for
best resolutions and insight on your system needs.

Thank you for being a Dell customer,

Christian S. Santos
Dell Technical Support

HabeasPorpoise · 11-21-2004, 07:04 PM

Sucker! Seriously, is any company good with tech support? Those top of the line service plans are sometimes as much as a third of the cost of the actual computer themselves.

Why bother?

If your computer breaks within the standard 1 year warranty, return it and buy from another manufacturer.

inspiron9200 · 11-21-2004, 09:22 PM

hmmm... im wondering how bad dell is now ive never heard of bad things from dell computers till now. Do you think its still worth to buy the inspiron 9200 or shall i get it cancelled. if dell support sux this badly, i dnt thing i should do bussiness with them??? what you guys think???

Phylter · 11-21-2004, 11:19 PM

Personally, if I paid for extra service and I did not get it, I would file a small claims law suit in your local court system.

I have had my time talking with dell on the phone. It's two weeks now. By the time I was done I had a promise to have a new notebook sent to me.

They have lost records where they promised me a replacement LCD and could not communicate anything to me because of a severe language barrier. I had all my ducks in a row and was going to file a small claims suit against them and they decided that they were going to take care of me finally.

I can't say that I recommend threatening them, but if that is the only thing that is going to work. Just be ready to actually file the thing if they don't come through. It doesn't cost much in most states to file a small claims suit and you don't even need a lawyer. You can usually file a small claims suit for anything less than $5,000.

Disclaimer: I am not a lawyer and I don't ever claim to be. If you want sound legal counsel find a real lawyer.

HabeasPorpoise · 11-21-2004, 11:41 PM

quote:
Originally posted by inspiron9200
[br]hmmm... im wondering how bad dell is now ive never heard of bad things from dell computers till now. Do you think its still worth to buy the inspiron 9200 or shall i get it cancelled. if dell support sux this badly, i dnt thing i should do bussiness with them??? what you guys think???

The reality is that probably the vast majority of Dell consumers are satisfied with their computers otherwise Dell would be out of business.

I dunno... maybe you are different than me but I have never had to use tech support in the 15 years I have been using computers.

Like I said, don't waste any money on service plans. If the thing breaks in the first year, just return it. No fuss, no muss. Chances are if it comes to the point where you are relying on any company's tech support you are going to be unhappy.

I've had an inspiron 8200 for two years and while I've had some problems in terms of freezing, it's nothing a simple unplugging, yanking out the battery, and rebooting didn't solve.