Dell fraud

[Mem]

You're crying to the wrong forum since 99.9% of the people here build their own computers

That is besides the point,he is posting here about his problem with Dell, hopefully we can give him some good constructive advice.Personally I would keep bugging them until something is done,as to legal action,I'm no laywer so don't know where you stand,but then you can always get some legal advice in this matter.

 

[FreshPrince]

1. call back CSR and get that repaired for free

2. becasue of the mess they created and the countless hours you've wasted, ask for a 1 year free extension on your warranty.

3. if not, threaten to involve lawyers, that will scare them into letting you talk to someone who can get it for you.

and if they still won't repair it, then it's time to call in legal advice...it just ain't right they shafted you like this....

typically my experience with Dell has been pretty damn good, but that's with a big IT budget behind me. however, they should treat every customer the same way...

j00 can do it!

 

[TheBrain77]

Originally posted by: FreshPrince
1. call back CSR and get that repaired for free

2. becasue of the mess they created and the countless hours you've wasted, ask for a 1 year free extension on your warranty.

3. if not, threaten to involve lawyers, that will scare them into letting you talk to someone who can get it for you.

and if they still won't repair it, then it's time to call in legal advice...it just ain't right they shafted you like this....

typically my experience with Dell has been pretty damn good, but that's with a big IT budget behind me. however, they should treat every customer the same way...

j00 can do it!

wow...

I am gonna play devils advocate and give you some insight to how a CSR sees this post.

2. Will not happen. Although I agree they should solve the related problems. This is a unreasonable request. Which could adversely affect your original request. Remember his task is to get the laptop repaired. Not to be compensated.

3. Threatening with a lawyer. Will not scare a seasoned CSR. A newbie CSR will hand the problem to a seasoned CSR. And that seasoned CSR will terminate the call. Why? because you have just escalated the problem to a level above them. and i do not mean to a new level of management. I mean a level where they do not have to deal with you. DO NOT ever threaten a legal action unless you have actually talked to a lawyer which has accepted your case. Lawyers are not typically dumb. They will consult you on the situation and inform whether you have a case or not. Once you go down that road.. good luck see ya in a few months to a few years.

Hostile treatment will only get you hostile actions. Try asking them what they would want done for them in this situation. Or roleplay with them. What if this was your dad? Make them see your perspective.

Dont kill me for this stuff.. just trying to be constructive.

-thebrain

 

[Childs]

Originally posted by: Cheesetogo

Originally posted by: Childs
Dell is a strange company. Ordered a 2005FPW last year and it had really bad backlight issues, so I asked for a replacement and they send it out but no return label. The replacement had the same problem and they sent out another one, and no return label for the two they already sent. I called them several times and they always said they'd send the labels in the next replacement. Well, I have 4 of them sitting in my closet.

Did they charge you for one or five?

Just charged for me for 1. Its been almost a year.

 

[pcman83]

I agree with the Brian77.

I work at Circuit City and we will have issues just like any other stupid retail job.

Since we started offering system repairs we started offering to install like a security package on the systems and make your restore discs.

We had a customer come in and wanted to get a computer and purchased our security package. The associate he was dealing with was new and told him about an hour to get it done. In reality HP's restore discs take like an hour theirselfs. So sure enough he comes in after an hour and is all pissed off. We say we are sorry and get it done for him. I'm pretty sure my manager was going to give him some money off but he was threatening to involve lawyers and stuff. So what my manager did was give him the number to our cool line. Its where angry customers get to talk to someone when the store says sorry we cant help you.

What Im saying is some customers are stupid and get really worked up and want to get a deal.

So be nice to dell and do the roleplaying that will help. People out there do care.

 

[FreshPrince]

well, I guess I have to come back down to earth and realize this is the retail side we're dealing with..

for my corporate side, if this sh1t happened to one laptop, I threaten to pull my $3Million account, at which point, they pretty much give me the laptop for free. but that's my rep...YMMV.

In fact, last xmas, the ceo decided to order a pc for his kid. we got the pc in before the holiday, but the "free" monitor never arrived. the holiday passed and they still didn't ship it. I called in to my rep and calmly told him that I'm prepared to pull my account to IBM. He then sent me the 17" monitor for free and then credited our corporate account the retail price of the monitor. Even though this took a couple of months to get squared out, that is how the corporate side works, I can't say the same thing about the retail side. And note that I never spoke to a CSR at all because my rep is my CSR

so, if your company offers employee purchase program with Dell, it's good to jump on it...because you will be using your corporate's buying power behind it. which means, if you ever have problems, they treat you like a corporate, and not like a retail customer.

 

[Looney]

Originally posted by: FreshPrince
3. if not, threaten to involve lawyers, that will scare them into letting you talk to someone who can get it for you.

LOL i've worked for several CS companies over the years, and NEVER has a threat of a lawyer ever actually worried us or motivated us to help.

 

[JEDIYoda]

Originally posted by: Looney

Originally posted by: FreshPrince
3. if not, threaten to involve lawyers, that will scare them into letting you talk to someone who can get it for you.

LOL i've worked for several CS companies over the years, and NEVER has a threat of a lawyer ever actually worried us or motivated us to help.

Exactly!! That is so totally insane to even suggest getting a lawyer involved!!
As for corporate buying power.....thats also a hit or a miss...I have seen both ways go down and corporate buying power means little if anything to most big companies.
You ask why?
Becuase your one system that did not get fixed isn`t important enough for your company to pull the account becuase one person wasn`t satidfied. Now you take 100 people not being satidfied whose jobs are critical to the running of the company then you might be able to say "Corporate buying power". lol

 

[FreshPrince]

Originally posted by: JEDIYoda

Originally posted by: Looney

Originally posted by: FreshPrince
3. if not, threaten to involve lawyers, that will scare them into letting you talk to someone who can get it for you.

LOL i've worked for several CS companies over the years, and NEVER has a threat of a lawyer ever actually worried us or motivated us to help.

Exactly!! That is so totally insane to even suggest getting a lawyer involved!!
As for corporate buying power.....thats also a hit or a miss...I have seen both ways go down and corporate buying power means little if anything to most big companies.
You ask why?
Becuase your one system that did not get fixed isn`t important enough for your company to pull the account becuase one person wasn`t satidfied. Now you take 100 people not being satidfied whose jobs are critical to the running of the company then you might be able to say "Corporate buying power". lol

do you have a dell corporate account? if not then STFU, because you don't know what the hell you're talking about...

I've already given a specific example in which the corporate account works differently. if you have a corporate account and you don't know how to work it with your rep and control your buying destiny, then maybe you or your IT manager needs to be fired?

Me, I take full advantage of it, and bottom line is, I don't care who I buy my servers from...Dell, IBM, HP, it's all the same to me. Dell can kiss my ass if they decide to screw my over...maybe my annual budget seems small to them, but I can guarantee you IBM or HP would be more than happy to take care of me

 

[TheBrain77]

if he is the contact person to an account rep.. the account rep will adjust to him. "the buck stops here" isnt just a saying. Final decision power is quite powerful.. However, would you really be able to justify the additional expense(cost/benifit) to share holders or those your company is accountable? thats the real question. There has to be a reason the company went with dell in the first place. Cost/benifit can conversely outweigh a personal issue. Though read on about a "silent customer".

As i said.. only a newbie CSR would be afraid of a lawsuit threat. It comes off hostile, and in most cases has such an inverse reaction to your initial intention. It is natural that people respond adversly to threats.

Roleplay is the key. Ask the CSR about how they would feel if [throw your scenario here] happened to them or their family. This works more times than you would believe.

If you do talk to a manager, do the same thing. Ask them if they as a person, not as a employee. if they think what has happened is right. ask them what they would want to be done about it.

If you really want to know what scares a company.. here is a list.
- Public outcry (low concern)
ex: this board. he is within his rights to complain here. However, is it effective? possibly. Some people discount it immediately and defend dell. We have all seen the screaming customer at a store. Guess what. A seasoned CSR doesnt care if you start yelling.. Why? because of all the people who see you yelling. at least 1 person will walk up to that CSR saying the screamer was an arse and rude. If one person thinks that. the other customers chuckle when they hear it. No one likes a screamer.. mostly other customers. They find it unreasonable. Nevertheless companies fear this because no matter how much of an arse u seem. you might reach a few customers. And that they dont want.

- Media Outcry (Medium concern)
Simple.. you reach alot of potential customers, however how many are actually paying attention.. Even if they are the likelyness of your outcry weighing down their selection is less effective than the overall price or other benifits. this can however be very persuasive if the story has lasting power. Ex: Kid gets rude email from Apple. this makes people talk. which btw is free press for apple.. people sure do love those ipods.

- the SILENT customer (HIGHEST CONCERN)
Oh i know what you are thinking. that customer that does no outcry lets the company get away. Wrong. The silent customer is the guy you know that will at any chance during a conversation about a related product downgrade a company. In that person's lifespan. They will do more to convince people they know not to buy your product than any of the previous two will do. Ex: Compaq Computers. although compaq is a large company. Techies despise their computers for their proprietary nature. They are not known to be easily optimized or upgraded or stripped. So techies commonly suggest other brands and downtalk compaq. a silent customer is like having a salesman for the other company. Only they are alot more effective.

-thebrain

 

[SnoMunke]

Originally posted by: TheBrain77

Originally posted by: FreshPrince
1. call back CSR and get that repaired for free

2. becasue of the mess they created and the countless hours you've wasted, ask for a 1 year free extension on your warranty.

3. if not, threaten to involve lawyers, that will scare them into letting you talk to someone who can get it for you.

and if they still won't repair it, then it's time to call in legal advice...it just ain't right they shafted you like this....

typically my experience with Dell has been pretty damn good, but that's with a big IT budget behind me. however, they should treat every customer the same way...

j00 can do it!

wow...

I am gonna play devils advocate and give you some insight to how a CSR sees this post.

2. Will not happen. Although I agree they should solve the related problems. This is a unreasonable request. Which could adversely affect your original request. Remember his task is to get the laptop repaired. Not to be compensated.

3. Threatening with a lawyer. Will not scare a seasoned CSR. A newbie CSR will hand the problem to a seasoned CSR. And that seasoned CSR will terminate the call. Why? because you have just escalated the problem to a level above them. and i do not mean to a new level of management. I mean a level where they do not have to deal with you. DO NOT ever threaten a legal action unless you have actually talked to a lawyer which has accepted your case. Lawyers are not typically dumb. They will consult you on the situation and inform whether you have a case or not. Once you go down that road.. good luck see ya in a few months to a few years.

Hostile treatment will only get you hostile actions. Try asking them what they would want done for them in this situation. Or roleplay with them. What if this was your dad? Make them see your perspective.

Dont kill me for this stuff.. just trying to be constructive.

-thebrain

The funny part about threatening with a lawyer is that 99.9999% of all people is this forum could not afford the lawyer needed to take on Dell's lawyers.

If the average person hires a lawyer, they pay a retainer for the lawyer to work on the case. However, that case is NOT the only case the lawyer has... that case is only getting a fraction of the lawyer's time.

Now the Dell lawyers...they are paid by Dell to do nothing BUT Dell's bidding. They only work on Dell cases. They are hyenas in a cage and Dell is feeding them raw meat.

The only way you really want to take on a corporation is with a class-action lawsuit. And then, plan on waiting months to YEARS for it to be resolved.

As I said before, get the Better Business Bureau involved. They deal with this stuff ALL THE TIME. In addition, get written documentation. Phone calls are worthless.

 

[AmigaMan]

I voted with my wallet and bought a new MacBook instead of replacing my one year old Crapspiron 9200 with LCD problems with another of it's ilk. The only time I'll buy Dell again is for their bargain-basement machines. They will no longer get my $1000+ purchases. I know in the grand scheme of things that Dell losing my sales probably won't matter. But as the resident geek in the family, I'll be recommending them to stay away from Dell.

 

[erikistired]

Originally posted by: AmigaMan
I voted with my wallet and bought a new MacBook instead of replacing my one year old Crapspiron 9200 with LCD problems with another of it's ilk. The only time I'll buy Dell again is for their bargain-basement machines. They will no longer get my $1000+ purchases. I know in the grand scheme of things that Dell losing my sales probably won't matter. But as the resident geek in the family, I'll be recommending them to stay away from Dell.

yeah i did the same, bought a powerbook instead of a new dell. i used to recommend them because it meant less calls to me for tech support. but lately even that is going downhill. when you do call you can't hardly have a convo with the "tech" so it's kinda pointless to have my parents calling them for help.