Originally Posted by Karl
I'm honestly surprised at your experience, LJH...
My experience with Marc has been pretty darned good. In fact, if you're really frustrated but still want to keep your unit (assuming it hasn't been returned to dell yet), maybe you can deal with him...
Marc has been responsive and helpful, and has answered EVERY email i've ever sent to him.
Well, things have pretty much gone from bad to worse. At this point, I do not even feel it is possible to recommend dell to my enemies, let alone friends and family.
They never picked up the laptop between 12-5, so I called them at 5:45. The customer care person told me that UPS did not receive the necessary information from dell. He indicated their resolution would be that he would forward the information to UPS and copy me. This sent me off the deep end, because like I indicated before. I never received any e-mail from dell as promised, plus he indicated it was my responsibility to work this out with UPS.
I indicated that this was unacceptable, and that this was between dell and UPS since they failed to send the information, not me. I indicated that they could set a timeframe of 1 hour on monday, any 1 hour timespan they chose would be fine for me.
He then spoke with UPS and came back on the line and indicated that he would conference me in with UPS so I could explain this to them. I said O.K. When he came back on the line, he said between 1 and 4 would be all they could promise (no conference call). I told him to put a member of his managment on the line. On hold for 25 minutes. He came back on the line and said his manager was too busy to talk to me. He indicated, again, that they would pick it up on Monday between 1-4. I asked him if he had my phone #, he repeated it, I said "good, when your manager is available have him call me" It's 7:15, I guess it is not worth their time. This is the 3rd time I've ask to speak with a member of their manager and they've declined. I guess at this point I will wait until Monday and call to find out how to file a grievance against their company. At this point, I have serious doubt that they give a $#!+.
Is it just me, or does this seem really rediculous for a method of business practice?
I think at this point I will help you guys anyway I can, and not say a whole lot more about dell, because I usually try to keep it on a professional basis. I'm finding that really hard to do at this point.
I'm truly sorry if I'm bringing anyone down with this information. I thought I would share it with you, but I will not harp on the issue. I always hate it when people flame a company because of a bad experience.
Anyways, Good luck, If you have any questions about anything I've mentioned let me know. I will still try to give an unbiased opinion, as always.