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Dell Tech Support Comes Through

post #1 of 13
9/22/04 at 6:43pm
Thread Starter 
I thought I would share my experience since all we usually see are the horror stories.

The battery in my 2 month old 600M went dead. Wouldn't charge, lights just blinked when plugged in. So after hearing the stories of trying to communicate with tech support staff in other countries I decided to try email.
Yesterday, around noon, I emailed dell support with my problem. About 5 pm I got an automated response saying the case had been opened. This a.m. I checked the status of the case and the case had been closed. Dell had sent out a new battery yesterday afternoon and used next day DHL to send it. By 3pm today I had a new battery in my hands.

Not bad getting the replacement appox. 27 hours from the original contact.
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post #2 of 13
9/22/04 at 6:46pm
omg.. techs upport BLOWS, lol. heres the free stuff i've goteen so far because they are so bad.. 3 yr on site w/ complete car warranty, free.. 75 dollar rebate, free. 3 wrong batteries now.. and they just cant get it right.. i love when they suck, it just means more free **** for me.
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post #3 of 13
9/22/04 at 6:48pm
Dell's tech support is weird... sometimes they're great, and sometimes they're horrible. My cousin recently bought a d8400 and got a 2.1 speaker system that was faulty. He called up on the phone, and they overnighted a new one, no questions asked. :beers:
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post #4 of 13
9/22/04 at 6:49pm
Thread Starter 
Oh I know that my case is an extreme example, I just figured it was worth a mention. I know that it doesn't make up for all the times that they screw up. In fact, I checked the box real carefully to make sure they had not thrown in something that didn't belong.
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post #5 of 13
9/22/04 at 6:51pm
For the battery replacement, do you have to send the battery back to dell? How long is the battery warrantied for?

Thanks guys
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post #6 of 13
9/22/04 at 6:55pm
Thread Starter 
Quote:
Originally Posted by RENNtecher
For the battery replacement, do you have to send the battery back to dell? How long is the battery warrantied for?

Thanks guys
I think the battery is under warranty for 1 year. I am not sure about sending the bad one back. The email said if they wanted it back they would send a shipping label for it, but I am at work, I had to get my son to try the new battery out for me when it came in, so I haven't seen the paperwork yet. I will look when I get home and drop another message.

Sele
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post #7 of 13
9/22/04 at 8:10pm
Whenever i've had like a defective power supply, i e-mail them, and i have one in my hand the next day (even if i report my issue at like 7PM the previous night)
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post #8 of 13
9/23/04 at 2:06am
Thread Starter 
Quote:
Originally Posted by RENNtecher
For the battery replacement, do you have to send the battery back to dell? How long is the battery warrantied for?
Just to let you know, yes they are requesting the dead battery back, but as long as they are paying for the shipping I really don't care, it sure doesn't work.

Sele
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post #9 of 13
9/23/04 at 2:32am
Quote:
Originally Posted by RENNtecher
For the battery replacement, do you have to send the battery back to dell? How long is the battery warrantied for?

Thanks guys
Looking to get a free battery there?
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post #10 of 13
9/23/04 at 11:04am
Quote:
Originally Posted by SuperSnake2012
Dell's tech support is weird... sometimes they're great, and sometimes they're horrible. My cousin recently bought a d8400 and got a 2.1 speaker system that was faulty. He called up on the phone, and they overnighted a new one, no questions asked. :beers:
I swear by their tech support. I had a buddy bought a used Dell laptop from a company shutting down. The company had lost the AC Adaptor. He called Dell to get the price of a replacement, the support folks said "It's under warrenty" and just sent him a new one.
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post #11 of 13
9/23/04 at 2:02pm
Thank you everyone; this shows that Dell's support really isn't all that bad in many cases.
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post #12 of 13
9/23/04 at 2:09pm
i always use their email system, why? cauz they type in english!!! hehe j/k but seriously, email works wonders. I've never used the phone for tech support after I found this. Even email is better than their chat sometimes.
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post #13 of 13
9/23/04 at 8:16pm
Not soo much a free battery just the hassle of sending one back..but as long as they are paying you are right it doesn't matter....some companies are cheap you have to send it back to them, after receiving they will you one.

but the turn around time seems alright....
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