Unbelieve treatment from DELL

[Lucky]

Do you know something I don't know regarding what he said? If not, there wasnt much point to your post.

The one thing i know is that there are some truly clueless consumers out there.

 

[LikeLinus]

Actually who cares. Some guy with no post comes here to bash DELL. You'd basically have to be a moron not to expect to get charged or ask ANY questions if you are returning a known non-warranty covered repair. He apparently asked nothing and just sent it in.

Ignorance is bliss.......and costly.

If my analogy was bad....here's a worse one

You go to the doctor to have your eyes checked for lasik. You go in there FULLY knowing your insurance isn't going to cover it, but realizing the Doctor can perform the surgery, but at your own expense. You go in there and get through with the examination and realize you don't want to pay $3000 for the proceedure. You go to the front counter and they ask you to pay $100 for the check up.

If you didn't ask questions up front...it's your own stupidity

 

[KK]

Originally posted by: LikeLinus
Actually who cares. Some guy with no post comes here to bash DELL. You'd basically have to be a moron not to expect to get charged or ask ANY questions if you are returning a known non-warranty covered repair. He apparently asked nothing and just sent it in.

Ignorance is bliss.......and costly.

If my analogy was bad....here's a worse one

You go to the doctor to have your eyes checked for lasik. You go in there FULLY knowing your insurance isn't going to cover it, but realizing the Doctor can perform the surgery, but at your own expense. You go in there and get through with the examination and realize you don't want to pay $3000 for the proceedure. You go to the front counter and they ask you to pay $100 for the check up.

If you didn't ask questions up front...it's your own stupidity

In your example, why couldn't the person just walk out the door. What is the lasik place going to do? Call the cops? If he didn't sign anything or have been made aware of charges, what could they do? BTW some lasik places do offer free screening. Of course they make you 100% aware of this situation.

While we are on examples, here's one and I believe it was on candid camera once. Anyways you walk though a grocery store, and they are handing out food samples. You try everything they hand you. You start to walk away and the person chases you down and says that'll be $2.60. Would you pay? Fvck no, you wouldn't pay. Are you stupid? I don't think you'd be stupid, you just didn't know. Ignorance and stupidity is what you are having trouble differentiating between. This would make you ignorant.

KK

 

[LikeLinus]

Originally posted by: KK

In your example, why couldn't the person just walk out the door. What is the lasik place going to do? Call the cops? If he didn't sign anything or have been made aware of charges, what could they do? BTW some lasik places do offer free screening. Of course they make you 100% aware of this situation.

While we are on examples, here's one and I believe it was on candid camera once. Anyways you walk though a grocery store, and they are handing out food samples. You try everything they hand you. You start to walk away and the person chases you down and says that'll be $2.60. Would you pay? Fvck no, you wouldn't pay. Are you stupid? I don't think you'd be stupid, you just didn't know. Ignorance and stupidity is what you are having trouble differentiating between. This would make you ignorant.

KK

The problem with that is the grocery store seeked HIM out. He seeked DELL out and called them and sent his laptop to them without asking questions. It's stupidity and ignorance. Stupid not to ask questions, and just ignorant not to believe they would charge him

Why wouldn't you run out the door? Morals - Ethics?

Can't cry foul when you went to the hoop knowing there's a 7ft center there, but just not asking if he's going to foul you

 

[apoppin]

Originally posted by: Lucky
Do you know something I don't know regarding what he said? If not, there wasnt much point to your post.

The one thing i know is that there are some truly clueless consumers out there.

There wasn't ANY point to yours.


The one thing i know is that there are some truly clueless Dell CSRs out there.

Originally posted by: LikeLinus
Actually who cares. Some guy with no post comes here to bash DELL. You'd basically have to be a moron not to expect to get charged or ask ANY questions if you are returning a known non-warranty covered repair. He apparently asked nothing and just sent it in.

You are neglecting MY post regarding Dell's crappy service and a few others over the last month on just THIS forum.

What you are missing is that we DO NOT KNOW the entire story - if the poster's dad knew if his problem was not covered and if Dell (or he) paid shipping to the repair station. We DO KNOW the CSR failed to mention that there would be a "diagnosis fee". That FAILURE - and that ALONE - is what negates Dell's claim that he "owes $260".

 

[LikeLinus]

I'm not ignoring your post, i just really don't have anything to say about it. I own a Dell Inspiron (2nd one) and have previously worked with Dells in my last company. They were speedy to fix things and were very nice. I've never had a single problem with them. If you know the right numbers, they answer your calls in 2 mins and easy to deal with. So i really have nothing to say about your situation. To be honest the majority of post i have seen Dogging Dell lately have been from people with like 2 post count (excluding you of course). Additionally of the 5 people that have posted problems, remember Dell also takes care of millions of customers. Percentage wise it's very low and people are bound to have problems in dealing with CSR's.

I just got dicked over hardcore by Sony recently. Every company does it...it's the nature of the game. But I asked questions...I joined a class action lawsuit against them. I did what it took to MAKE them give me 2 brand new DVD players.

 

[Lucky]

Your experiences don't mean sh!t. You have no way of showing they are representative of dell's service in general, nor does it matter anyways when it comes down to one specific instance.

We DO KNOW the CSR failed to mention that there would be a "diagnosis fee". That FAILURE - and that ALONE - is what negates Dell's claim that he "owes $260".

What we also know is that his father FAILED to ask what the fee would be. That FAILURE-and that ALONE- is what negates his bratty claim that they should do it for free.

 

[apoppin]

Originally posted by: LikeLinus
I'm not ignoring your post, i just really don't have anything to say about it. I own a Dell Inspiron (2nd one) and have previously worked with Dells in my last company. They were speedy to fix things and were very nice. I've never had a single problem with them. If you know the right numbers, they answer your calls in 2 mins and easy to deal with. So i really have nothing to say about your situation. To be honest the majority of post i have seen Dogging Dell lately have been from people with like 2 post count (excluding you of course). Additionally of the 5 people that have posted problems, remember Dell also takes care of millions of customers. Percentage wise it's very low and people are bound to have problems in dealing with CSR's.

I just got dicked over hardcore by Sony recently. Every company does it...it's the nature of the game. But I asked questions...I joined a class action lawsuit against them. I did what it took to MAKE them give me 2 brand new DVD players.

My "Dell Sux Post"

dell says its industry standard to have 5-7 dead pixels on lcd screen

The "famous" PAB vs Dell Locked thread

Rant: Dell Sux

And THIS one.

See a "trend"?

My own Dell issue has taken a turn in my favor - ONCE I got the ATTENTION of a manager who went out of his way to follow-up on my case - something NO ONE ELSE at Dell would bother to do.

 

[apoppin]

Originally posted by: Lucky
Your experiences don't mean sh!t. You have no way of showing they are representative of dell's service in general, nor does it matter anyways when it comes down to one specific instance.

We DO KNOW the CSR failed to mention that there would be a "diagnosis fee". That FAILURE - and that ALONE - is what negates Dell's claim that he "owes $260".

What we also know is that his father FAILED to ask what the fee would be. That FAILURE-and that ALONE- is what negates his bratty claim that they should do it for free.

My experiences don't count but your ridiculous analysis and speculations do?

 

[LikeLinus]

Originally posted by: apoppin

Originally posted by: LikeLinus
I'm not ignoring your post, i just really don't have anything to say about it. I own a Dell Inspiron (2nd one) and have previously worked with Dells in my last company. They were speedy to fix things and were very nice. I've never had a single problem with them. If you know the right numbers, they answer your calls in 2 mins and easy to deal with. So i really have nothing to say about your situation. To be honest the majority of post i have seen Dogging Dell lately have been from people with like 2 post count (excluding you of course). Additionally of the 5 people that have posted problems, remember Dell also takes care of millions of customers. Percentage wise it's very low and people are bound to have problems in dealing with CSR's.

I just got dicked over hardcore by Sony recently. Every company does it...it's the nature of the game. But I asked questions...I joined a class action lawsuit against them. I did what it took to MAKE them give me 2 brand new DVD players.

My "Dell Sux Post"

dell says its industry standard to have 5-7 dead pixels on lcd screen

The "famous" PAB vs Dell Locked thread

Rant: Dell Sux

And THIS one.

See a "trend"?

My own Dell issue has taken a turn in my favor - ONCE I got the ATTENTION of a manager who went out of his way to follow-up on my case - something NO ONE ELSE at Dell would bother to do.

A trend? No not really.

1. Kendogg had dead pixles. He had LESS than what Dell considers enough to return the laptop, but yet he returned it anyway and got a new one?? I'm confused on how this is Dells fault. Dell doesn't make the LCD, samsung, IBM do. But they still took the return even after telling him he needed more than what he had. Yeah DELL is at fault cause he wants absolute perfection

2. BCinSC ordered the computer as a SINGLE proc. He then tried to upgrade and realized he needed a VRM. THe VRM is included in the package if you order the 2nd CPU from the start. He was trying to aftermarket upgrade it which the machine was not originaly built for. He bought the machine for a signifigant discount, which was stripped of the VRM to save money cause it was ordered as a single proc unit. I'm failing to see the big problem here. He's complaining that the server has to "sit dormant" and can't be used? Come on now. He basically was trying to save money and hurt himself in the long run. The only fault here is DELL probably didn't state on the sales page that it needed the VRM.

3. There's no real reason to go into PsychoAndy. Basically all he tries to do is screw DELL. To blame DELL for all the crap he tries to pull....bah.

4. You got the run around. You had a bad experience and that happens as stated. DELL generally has great CS as far as i've ever used them and never had a problem. Again YMMV and it's a crap shoot because of the sheer number of laptops and desktops they sell and support. You yourself said you might even recommend Dell notebooks again at the end of the thread

So basically i see ONE bad thread that really has to do with DELLS CRS department dropping the ball. Quite the Trend

 

[apoppin]

Originally posted by: LikeLinus

4. You got the run around. You had a bad experience and that happens as stated. DELL generally has great CS as far as i've ever used them and never had a problem. Again YMMV and it's a crap shoot because of the sheer number of laptops and desktops they sell and support. You yourself said you might even recommend Dell notebooks again at the end of the thread

So basically i see ONE bad thread that really has to do with DELLS CRS department dropping the ball. Quite the Trend

Thank-you . . .I see I have been "officially" excluded from the "Dell Whiner's Club".

And the end of THAT thread was quite a while ago. The "I might recommend Dell" is still future-conditional (depending on how my case finally resolves - they never did get my notebook report but that Dell Manager that I commended so highly is finally looking into it - but he's less than 1-conscientious employee-in-10.

My COMPLAINT with Dell is that if you are a "problem customer" - someone who needs "special attention" (as not detailed in the Dell CSR Manual) - you (likely) get screwed. :disgust:

 

[LikeLinus]

Yep you are right, you might have to work a bit harder to get something solved, but then again i've seen other people have stuff fixed quickly. When i got my first 21" monitor from then, it died after like a week (again not their fault cause it was a sony trinitron tube). It was replaced in 2 days. Pretty quick. Things like Notebooks probably take more work and are harder to get fixed "immediately".

I was playing about the "recommend DELL" quote. I thought you originally said that in Sarcasm

 

[apoppin]

Originally posted by: LikeLinus
Yep you are right, you might have to work a bit harder to get something solved, but then again i've seen other people have stuff fixed quickly. When i got my first 21" monitor from then, it died after like a week (again not their fault cause it was a sony trinitron tube). It was replaced in 2 days. Pretty quick. Things like Notebooks probably take more work and are harder to get fixed "immediately".

I was playing about the "recommend DELL" quote. I thought you originally said that in Sarcasm

I originally ordered my notebook from Dell based partly on many AT forum member's enthusiastic recommendations - including their "stellar" service.

Not really sarcastic at all - I really did like Dell until my problem with their CSRs. I'd like to recommend them again (and I can really see myself doing this - based on "price" but I will always warn about possible "problem service").

Maybe I should turn in my resume to Dell.

 

[dwilliu1]

Thanks everyone for all the feedback

 

[dwilliu1]

To clarify something I saw on an earlier post, the notebook was was sent to Dell with the intention of simply finding out what the damage was, which would allow him to decide the appropriate course of action.
My father called Dell and told them his problem.. 'My Inspiron got wet, I followed all of the instructions in accordance with what Dell says to do with water damage (let it air out for 24 hours) but it still won't turn on'... Dell response was basically 'Send it in and let us look at it'.

 

[Lucky]

of course...we aren't hearing DELL's side of the story.

 

[apoppin]

Originally posted by: Lucky
of course...we aren't hearing DELL's side of the story.

Of course we are. . . you made it up from your imagination in earlier posts.




And we are not getting the entire story from the poster's dad either - However his son DID post:

To clarify something I saw on an earlier post, the notebook was was sent to Dell with the intention of simply finding out what the damage was, which would allow him to decide the appropriate course of action.
My father called Dell and told them his problem.. 'My Inspiron got wet, I followed all of the instructions in accordance with what Dell says to do with water damage (let it air out for 24 hours) but it still won't turn on'... Dell response was basically 'Send it in and let us look at it'.

Somehow I BELIEVE him (based on my own experience with UNcaring and clueLESS Dell CSRs).

 

[chemos]

hahaha i don't feel sorry for you at all. tell you father to check on prices before sending the laptop in next time. this was *obviously* not a warranty issue. did you really expect Dell to check it out for free??? oh, oh, the injustice!!

oh, and tell your father to stop spilling sh!t on his laptop, or buy one with a warranty. problem solved!

 

[apoppin]

Originally posted by: dwilliu1
To clarify something I saw on an earlier post, the notebook was was sent to Dell with the intention of simply finding out what the damage was, which would allow him to decide the appropriate course of action.
My father called Dell and told them his problem.. 'My Inspiron got wet, I followed all of the instructions in accordance with what Dell says to do with water damage (let it air out for 24 hours) but it still won't turn on'... Dell response was basically 'Send it in and let us look at it'.

dwilliu1, Who paid the shipping to Dell? Prepaid by Dell or your Dad paid?

 

[The Wildcard]

Hmm that's a good question. Who paid for the shipping first?

In addition, although I agree that they should have INFORM you of the charges BEFORE you shipped your dad's laptop to them, it is not surprising that they charge you a fee afterwards. That fee is used to pay the techie who took a look at your dad's laptop. And since it's not under warranty that fee has to be paid by the customer.

A similar thing happened to my family's car. There was an igntion problem and although the new car was covered under warranty, the dealership said that if they found a problem with the car after inspection, the repair fee would be covered for free. HOWEVER, if they could not find a problem, there would be an inspection fee REGARLDESS if the car was covered under warranty. This is fair because somebody has to pay for the time the mechanic took out to check our car out, and since there was no problem, we should have to pay it.

So i think Dell screwed up in not telling you BEFORE HAND that there would be a charge. And I think you should use that as your main argument to not pay that charge.

 

[chemos]

Originally posted by: The_Wildcard
Hmm that's a good question. Who paid for the shipping first?

In addition, although I agree that they should have INFORM you of the charges BEFORE you shipped your dad's laptop to them, it is not surprising that they charge you a fee afterwards. That fee is used to pay the techie who took a look at your dad's laptop. And since it's not under warranty that fee has to be paid by the customer.

A similar thing happened to my family's car. There was an igntion problem and although the new car was covered under warranty, the dealership said that if they found a problem with the car after inspection, the repair fee would be covered for free. HOWEVER, if they could not find a problem, there would be an inspection fee REGARLDESS if the car was covered under warranty. This is fair because somebody has to pay for the time the mechanic took out to check our car out, and since there was no problem, we should have to pay it.

So i think Dell screwed up in not telling you BEFORE HAND that there would be a charge. And I think you should use that as your main argument to not pay that charge.

your car analogy explains easily why Dell didn't say how much it'd be to check out the laptop right off. it's impossible to tell! it could take 15 minutes to figure out the problem, or four hours.

i can't believe how many people can rag on Dell for this.. it wouldn't have been any cheaper if your local mom and pop store opened up the laptop and ran their own diagnosis! IF IT'S NOT UNDER WARRANTY YOU HAVE TO PAY TO FIX IT. is Dell willing to waive the diagnostic fee if you let them keep the laptop? if so, why bother trying to get it back if it's busted?

this makes no sense to me at all....

 

[apoppin]

Originally posted by: chemos

your car analogy explains easily why Dell didn't say how much it'd be to check out the laptop right off. it's impossible to tell! it could take 15 minutes to figure out the problem, or four hours.

i can't believe how many people can rag on Dell for this.. it wouldn't have been any cheaper if your local mom and pop store opened up the laptop and ran their own diagnosis! IF IT'S NOT UNDER WARRANTY YOU HAVE TO PAY TO FIX IT. is Dell willing to waive the diagnostic fee if you let them keep the laptop? if so, why bother trying to get it back if it's busted?

this makes no sense to me at all....

One of the "better" car analogys.

WHY bother trying to get it back? Because it is PERSONAL property. Duh. The hard drive, CPU, TFT and other cards, RAM, etc., all have VALUE. The hard drive may even hold important personal information.

IF the Dell CSR had mentioned that there was going to be a diagnostic fee, dwilliu1's dad would be clearly be in the wrong. If NOT (as it appears) - Dell is gulity of extortion by holding the notebook (for ransom).

AND - IF Dell PrePAID SHIPPING CHARGES - that would indicated repairs WOULD probably be "covered" by warranty.

 

[KK]

Originally posted by: apoppin

Originally posted by: chemos

your car analogy explains easily why Dell didn't say how much it'd be to check out the laptop right off. it's impossible to tell! it could take 15 minutes to figure out the problem, or four hours.

i can't believe how many people can rag on Dell for this.. it wouldn't have been any cheaper if your local mom and pop store opened up the laptop and ran their own diagnosis! IF IT'S NOT UNDER WARRANTY YOU HAVE TO PAY TO FIX IT. is Dell willing to waive the diagnostic fee if you let them keep the laptop? if so, why bother trying to get it back if it's busted?

this makes no sense to me at all....

One of the "better" car analogys.

WHY bother trying to get it back? Because it is PERSONAL property. Duh. The hard drive, CPU, TFT and other cards, RAM, etc., all have VALUE. The hard drive may even hold important personal information.

IF the Dell CSR had mentioned that there was going to be a diagnostic fee, dwilliu1's dad would be clearly be in the wrong. If NOT (as it appears) - Dell is gulity of extortion by holding the notebook (for ransom).

AND - IF Dell PrePAID SHIPPING CHARGES - that would indicated repairs WOULD probably be "covered" by warranty.

To the argument of dell not knowing the exact amount it would cost to run diagnostics, all they would have needed to say was that their would be a diagnostic fee that would run anywhere between 100-1000 dollars. Atleast this guy would have known. And I also think that who ever paid the shipping charges is not a good measure of who is responsible in this case, just for the one fact the Dell never mentioned the fee. I firmly believe that if he was not told, then he shouldn't have to pay, whether or not the CSR screwed up.

KK

 

[apoppin]

Originally posted by: KK

Originally posted by: apoppin

Originally posted by: chemos

your car analogy explains easily why Dell didn't say how much it'd be to check out the laptop right off. it's impossible to tell! it could take 15 minutes to figure out the problem, or four hours.

i can't believe how many people can rag on Dell for this.. it wouldn't have been any cheaper if your local mom and pop store opened up the laptop and ran their own diagnosis! IF IT'S NOT UNDER WARRANTY YOU HAVE TO PAY TO FIX IT. is Dell willing to waive the diagnostic fee if you let them keep the laptop? if so, why bother trying to get it back if it's busted?

this makes no sense to me at all....

One of the "better" car analogys.

WHY bother trying to get it back? Because it is PERSONAL property. Duh. The hard drive, CPU, TFT and other cards, RAM, etc., all have VALUE. The hard drive may even hold important personal information.

IF the Dell CSR had mentioned that there was going to be a diagnostic fee, dwilliu1's dad would be clearly be in the wrong. If NOT (as it appears) - Dell is gulity of extortion by holding the notebook (for ransom).

AND - IF Dell PrePAID SHIPPING CHARGES - that would indicated repairs WOULD probably be "covered" by warranty.

To the argument of dell not knowing the exact amount it would cost to run diagnostics, all they would have needed to say was that their would be a diagnostic fee that would run anywhere between 100-1000 dollars. Atleast this guy would have known. And I also think that who ever paid the shipping charges is not a good measure of who is responsible in this case, just for the one fact the Dell never mentioned the fee. I firmly believe that if he was not told, then he shouldn't have to pay, whether or not the CSR screwed up.

KK

We are agreed. ANY mention of a "diagnosis fee" by the Dell CSR would have absolved Dell of responsibility in this case.

I am picking on the "shipping fee" because it INDICATED whether Dell ORIGINALLY considered it to be a customer "billable" repair or not. If Dell paid the shipping, it would strengthen the CUSTOMER'S CASE.

 

[dwilliu1]

To answer a few questions-

The shipping issue:
He called Dell, Dell gave him a return number, airborne express came to our house and picked up the notebook and sent it out to Dell. The $269 supposedly includes that cost to send the notebook to them- he did not pay up front for the shipping cost, neither did Dell, but they are now including that charge in the $269. The fact that he did not have to pay anything up front combined with how Dell handled everything led my father believe that they were paying for the shipping fees. And before the assumptions start again, he was not made aware of the fact that he might have to pay for the shipping.

How it got wet:
He left the notebook open on the couch... it either rained or snowed that night, and water leaked onto the notebook creating the damage.
Weirdness I know. I guess the lesson here is don't leave your notebook open under a leaky ceiling.