DELL TECH SUPPORT BITES!!!! :(

[CasioTech]

I got my pc troubleshooted, and turns out my video card fan broke, so I need to get another one, I have the 3 year warranty, and they told me that they would only send me another one if I sent my back first, and they had no problem paying for shipping both ways,

so I said, my warranty says that I get it next day, to send it back and forth would take longer than that... They said that too many people stop returning broken parts...

I got to wait a week now?!?!
WTF?!?!?!

oh well, good ol' v3 3k in here now...

 

[CasioTech]

guess no one else seems to get this problem?

 

[Antisocial Virge]

<< They said that too many people stop returning broken parts... >>



There is who to blame.

 

[CasioTech]

what if I need my computer fixed by the next day, say for business...


I am going to get something done about this...

 

[wfbberzerker]

when my video card broke on my dell, they sent some repair guy to my house with the new card, and i gave the old one to him. but this was 2(i think?) years ago, so things have probably changed since then.

 

[Amused]

<< I got my pc troubleshooted, and turns out my video card fan broke, so I need to get another one, I have the 3 year warranty, and they told me that they would only send me another one if I sent my back first, and they had no problem paying for shipping both ways,

so I said, my warranty says that I get it next day, to send it back and forth would take longer than that... They said that too many people stop returning broken parts...

I got to wait a week now?!?!
WTF?!?!?!

oh well, good ol' v3 3k in here now... >>



You paid for next day service, demand it.

 

[John]

Typically they will ask for a CC# and then ship the new part to you with a return airbill. It sounds like things have really changed since I was working there.....

 

[BrunoPuntzJones]

<< Typically they will ask for a CC# and then ship the new part to you with a return airbill. It sounds like things have really changed since I was working there..... >>

wow I didn't know you worked there. Hopefully you left before they turned into the laughable excuse for a company they are today. I've had nothing but problems with the actual people working at Dell lately. Products I've bought are fine, but support and CS are worth 0. I called to find out what type of ram was in a system, they couldn't tell me anything more than the size of the stick. Couldn't tell me cas 2 or 3, pc100 or pc133. Was very disappointed this stuff wasn't on file. Then again maybe I was just asking too much (granted most folks wouldn't need to know that information).

It took 4 phone calls to customer service to get them to send me a copy of an invoice. "Oh we'll fax that out to you right away" 3 days later and nothing. Took 2 weeks of going back and forth and them passing the blame from one department to the next.

Just wish they had a GF4 Ti4400 or 4600 while that 15% off is going on

 

[ElFenix]

they're cross shipping me a part right now. i don't know who you talked to but you should call them back and have them fix it properly. of course, it was obvious to me that english proficiency is no longer something requied to work dell support.



<< I've had nothing but problems with the actual people working at Dell lately. >>

doubtful, the phones are picked up by spherion employees now.

 

[Derango]

I've had the opposite experieince with their tech support. I lost a screw from the bottom of my laptop at the beginning of last week, send them an e-mail about it, and was completly surprised to find that they would send me another screw (yes...another screw). It would cost them more to send the screw than it would to actualy make the part

Anyway, I found the screw on the floor in the meantime and thankfully, didn't have to take them up on the offer.

 

[yourharddrive]

when ever something brock on my old dell they would send me a new part next day with a box in it to ship the old part back.

 

[CasioTech]

what does cross ship mean???

 

[BrunoPuntzJones]

cross ship= both parties send at the same time. like if we agree to a deal, you send me a check and at the same time i send you the product (rather than me waiting to get the check before i send the item out)

 

[Mani]

<< doubtful, the phones are picked up by spherion employees now. >>


This is for the most part true. Since the PC demand decline, among the first casualties of the price war and dropping margins were CS and TS people. However in relative terms, Dell still ranks above all the other vendors in customer surveys.

 

[microAmp]

Should of seen what my friend went through.....

Called support for the 3rd time, talked to some guy, after being put on hold a couple times and my friend wanted to talk to a manager, they guy end up saying yeah I talked to the manager and we will ship you a new mobo, then send them back the old one. Friend of mine waited almost 2 weeks. Called them up again.... and they said they never got the order to ship him a mobo. So finally the sent one.....

Their CS = suck now.

 

[ElFenix]

actually its not being cross shipped... i knew i had it wrong when i made that post... they're sending a new monitor out because my 2 year old FD trinitron has a color spot on the bottom left corner, always has. so i keep my monitor and when the new one arrives i'll see if its better. its gonna be the gray/black color rather than the beige i have now. still have the one, not gonna box it up until i put the new one through some paces.


maxtor cross ships hard drives. maxtor has awesome support.

 

[Conroy9]

i dunno, this sounds weird

every time I have a problem with a dell part, they send me the part with an airbill to return the old part.
If you don't return the old part your cc gets charged.

 

[tigerbait]

<< Typically they will ask for a CC# and then ship the new part to you with a return airbill. >>



I've only had to deal with their service once when the DVD-Rom on my dad's Dell crapped out. The procedure was just you said. They send it out Airborne Express with a prepaid shipping label, you swap out parts, and send back the bad one.

 

[schmeckp]

<< its gonna be the gray/black color rather than the beige i have now. still have the one, not gonna box it up until i put the new one through some paces. >>


That's weird ElFenix, I had my P990 trinitron die a few weeks ago and they shipped out a refurb P990...how are you getting a newer model?

++schmeckp