Final review of XPS and situation with Dell - Page 2

Someone here doesn't understand, but it's not you

He's a legend in his own mind

or

as his title would recommend, "A master of his own domain"

$#!+ rolls downhill, some things never change, pick your favorite paraphrase

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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.

Yeah, I figure for real information, you can get it here "Live and Personal". I did see Karl's post on dell, and decided I would just Lick my wounds.

From my experience, that's how it works. One in fifteen is incredible, One in one hundred is more like it. But then again, as my name indicates, It's March Madness, I may just spend a couple weeks watching basketball, and when all is said and done in the NCAA, there should be some wicked computers on the market Hopefully KU last's that long

Another day in the life

Just another day in the life of deal with, "insert you favorite description here"

Well, every time I feel that dell has stooped to the lowest form of customer support, they amaze me once again.

I once again called customer care this morning, since they didn't return my call Friday. I spoke some supervisor. That was a first. He reviewed my information and explained how sorry he was on behalf of dell. I asked if there was still a scheduled pick up for today. The answer to no real surprise was no, that since a manager never made the effort to call me back on Friday, the scheduling of the 1-4 pickup up was never finalized. Surprise, Surprise. I then indicated that at this point could he schedule, a time, any time would do, I just wanted to rid myself of this system and my experience with dell forever. I was told that I could take off between 12-5 tommorrow, just in case they decide to make the effort to come out and pick this garbage up.

I then asked if he could give me the number to someone in their corporate level to file a complaint with, regarding the treatment and competency of the Customer Care department. He indicated, Unfortunately there is no one I could speak with in their corporate office or in administration. The only people who could speak with these people are dell employees and if I called I would only be permitted to speak with receptionist who would have no idea how to route the call. I asked if he could speak with someone from there corporate office and explain the situation, since he is a dell employee, and have them call me. He indicated, No, that he could not do this but I could write to 1 Dell Way, Round Rock, TX 78682. Why do I get the impression there is a trash can at that address, just waiting for my letter. I indicate that I would be putting a "refusal of payment" on my credit card and filing a complaint with the BBB. I indicated I would politely forward that address onto an attorney. I mentioned that I would be happy to update this forum, as well as create a chain letter to everyone in my address book explaining the treatment they can expect if they buy from dell, I would politely ask all the recipients of my e-mail to copy their address books, if they so desire. There are a few fairly large fortune 50 companys that will be copied on this information, and named them. I politely said thank you for nothing and terminated the call.

After thinking for a few minutes. I decided that I would call back and ask if I could drop this garbage off at UPS instead of waiting. I was told, "but of course". I asked if all I need was the return authorization # dell provided. That's it, he repeated the number. I asked if I could go to any UPS or if they needed to call first. Nope, just run it down. Great I did that, end of problems in site. Wrong again, UPS needs an actual sticker from dell that they could have faxed had I requested them to do so. Came back home called dell explained the situation at UPS, he commented that all I need is the # I have. I asked for the manager I spoke with or someone competent enough to handle this situation. On hold 12 minutes. He came back and said, "but you already scheduled a pick up for tomorrow", I asked him if he just wished to ignore what I had just indicated, or did he just not listen too me. Demanded he have a supervisor call me back.

Well, its been an hour and they don't seem interested to talk to a beligerent ex-laptop owner that is stuck with their lousy product and support.

Well I am starting to cool off a bit, it took about 4 hours but, I am simmering down. Today was as PO'ed as I've ever been in my life. I called back to confirm that the shipment was still set up for tomorrow, and was told they could not specically confirm that after it was done. They first indicated that UPS would only try 3 times, and this was the 3rd attempt. After reading the comments though, they realized they are yet to actually make an attempt. They indicated what the 3 prior people told me about taking this down myself was incorrect. The other options were to send labels (7-10 days) and take it myself. Or pay the shipping my self and get reimbursed. If they're not here by tommorrow, I'll be shipping it myself, just to send it back to the he!! it came from. I tend not to trust that I would get reimbursed, but I'm not going to cancel any more appts, and take time off on dells behalf.

I did put a "refusal to pay" on the CC, and will sending "letters to the press", specifically the Maximum PC, since I subscribe and they gave the XPS a 10.