Dell follow-up...
Jan. 10th, 2008 11:41 am![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
ciroccojSent in another blip to Dell:
Hello again, I was wondering if there's any news yet on the transfer of ownership. I've got Dell case number 181292899, the computer where a transfer of ownership has been filled in four separate occasions: the first in late November, the second December 6, and the third and fourth December 27. I know you said transfers can take up to thirty days, but as it's already been a bit more than that, I'm wondering if anything new has happened since the last e-mail I sent (January 2).
They answered. I pondered their answer for a while, and then replied (their stuff in perky blue, mine in pissed-off red.)
I have checked the tag and the information has still not been transferred.
Unfortunately at this time there is no more that we can do.
I will follow-up with you on the 25th of January.
This is absolutely not acceptable. I understand that there is nothing that you can do to expedite the transfer of ownership, but informing me that I can expect to be contacted more than two months after I sent in a transfer of ownership that was supposed to take at maximum 30 days (though in fact I was first told that a transfer could take up to 10 days) is not acceptable at all. I have been waiting for a very simple transfer of ownership so that I can try to get a new power source since late November. I have been in contact with Dell several times, with no appreciable result other than being given widely differing (and consistently wrong) estimates of when I can expect results, and being told several times "there is nothing that we can do."
I apologize for any inconvenience that this is causing.
I appreciate that there is nothing that you, personally, can do, but at this point I think it's fair to say that an apology has no meaning.
Your Dell case number remains, 1010101010.
Should you have any other questions please do not hesitate to contact us at www.dell.ca. Please choose Support & Customer Care.
How are we doing? If you would like to provide feedback or feel you have an unresolved issue please feel free to contact our Case Manager, at Ca_OI_CustomerCare@Dell.com. We appreciate your comments.
Please be advised you may receive an email survey from Dell directly related to the service I have provided you today. I thank you in advance for taking the time to submit the survey, as your feedback is very important to us.
Somehow, I very much doubt this.
Please understand that I am not taking issue with your particular conduct during this process. I have worked in customer service before and understand that sometimes things are set up in such a way that the people in contact with customers don't have the power to do the things the customers need them to do, through no fault of their own.
However, whether you are at fault or not, the service I have received from Dell has been completely useless to me.
We have bought several items from Dell in the past, because of Dell's customer service. Your company has now lost our business.
Hello again, I was wondering if there's any news yet on the transfer of ownership. I've got Dell case number 181292899, the computer where a transfer of ownership has been filled in four separate occasions: the first in late November, the second December 6, and the third and fourth December 27. I know you said transfers can take up to thirty days, but as it's already been a bit more than that, I'm wondering if anything new has happened since the last e-mail I sent (January 2).
They answered. I pondered their answer for a while, and then replied (their stuff in perky blue, mine in pissed-off red.)
I have checked the tag and the information has still not been transferred.
Unfortunately at this time there is no more that we can do.
I will follow-up with you on the 25th of January.
This is absolutely not acceptable. I understand that there is nothing that you can do to expedite the transfer of ownership, but informing me that I can expect to be contacted more than two months after I sent in a transfer of ownership that was supposed to take at maximum 30 days (though in fact I was first told that a transfer could take up to 10 days) is not acceptable at all. I have been waiting for a very simple transfer of ownership so that I can try to get a new power source since late November. I have been in contact with Dell several times, with no appreciable result other than being given widely differing (and consistently wrong) estimates of when I can expect results, and being told several times "there is nothing that we can do."
I apologize for any inconvenience that this is causing.
I appreciate that there is nothing that you, personally, can do, but at this point I think it's fair to say that an apology has no meaning.
Your Dell case number remains, 1010101010.
Should you have any other questions please do not hesitate to contact us at www.dell.ca. Please choose Support & Customer Care.
How are we doing? If you would like to provide feedback or feel you have an unresolved issue please feel free to contact our Case Manager, at Ca_OI_CustomerCare@Dell.com. We appreciate your comments.
Please be advised you may receive an email survey from Dell directly related to the service I have provided you today. I thank you in advance for taking the time to submit the survey, as your feedback is very important to us.
Somehow, I very much doubt this.
Please understand that I am not taking issue with your particular conduct during this process. I have worked in customer service before and understand that sometimes things are set up in such a way that the people in contact with customers don't have the power to do the things the customers need them to do, through no fault of their own.
However, whether you are at fault or not, the service I have received from Dell has been completely useless to me.
We have bought several items from Dell in the past, because of Dell's customer service. Your company has now lost our business.
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no subject
Date: 2008-01-10 05:30 pm (UTC)Meanwhile, we got my "repaired" laptop back, and it's more broken now than it was when we first sent it, so we're going to have to send it right back. And they tried to make us pay $50 for "phone support" (which is only covered for 3 months) because THEY insisted we troubleshoot all these things before they would acknowledge it needed to be sent back.
My husband was like, "Uh...I haven't been trying to troubleshoot anything. It's not like I want help connecting to my wireless network. It's. Broken. I want you to fix it." They still kept trying to charge him, saying the "phone support" wasn't covered, until he asked them, "How exactly was I supposed to inform you about the HARDWARE problems, which ARE covered, without calling you?" Man.
That said, the guy ended up being pretty helpful and apologetic, and my husband suspects we'll be getting a new laptop rather than them attempting to repair this one again. Which means I want to wipe all the data off this one before we send it, as I may never see this hard drive again. Which means I am paranoid about losing all my data, because what if our back-up fails?
no subject
Date: 2008-01-11 03:09 am (UTC)!!!! WTF, that is just not right.
My husband was like, "Uh...I haven't been trying to troubleshoot anything. It's not like I want help connecting to my wireless network. It's. Broken. I want you to fix it." They still kept trying to charge him, saying the "phone support" wasn't covered, until he asked them, "How exactly was I supposed to inform you about the HARDWARE problems, which ARE covered, without calling you?" Man.
That's unreal. Maybe they expected him to do it all by regular snail mail?
That said, the guy ended up being pretty helpful and apologetic, and my husband suspects we'll be getting a new laptop rather than them attempting to repair this one again.
Yeah, at this point it would seem to make more sense.
Good luck :)
no subject
Date: 2008-01-10 07:02 pm (UTC)I also totally love how you treated the CS rep. I've been in that boat, where a customer who's angry with the situation lashed out at me personally. It sucks.
no subject
Date: 2008-01-11 03:12 am (UTC)See, sadly, that does nothing. I talked to a supervisor on the phone, who sympathized, told me she could do nothing, and filled in the transfer of ownership for me (again), and when I sent a copy of the above to whoever gets the "If you would like to provide feedback or feel you have an unresolved issue please feel free to contact our Case Manager", I got the same thing. Yes, so sorry, why don't you fill in the transfer again.
I also totally love how you treated the CS rep. I've been in that boat, where a customer who's angry with the situation lashed out at me personally. It sucks.
Yeah, I've been there too. And it always made me think, "Listen, pal, if I had the kind of power over space and time that you seem to think I should have, would I really be talking to you?"
no subject
Date: 2008-01-10 09:14 pm (UTC)no subject
Date: 2008-01-11 03:13 am (UTC)Lesson learned: don't buy Dell.
no subject
Date: 2008-01-11 03:15 am (UTC)Man, Dell has really shitty customer service. I'm sorry. : (
no subject
Date: 2008-01-10 10:48 pm (UTC)no subject
Date: 2008-01-11 03:13 am (UTC)no subject
Date: 2008-01-11 03:17 am (UTC)Or if you felt like being really nasty, you could threaten to go to the media.