My families long term good relationship has come to an end.
Two years ago we purchased an Inspiron 4000 for me to take off to college with me. Over the course of those two years only a few problems with it have arisen and were promptly fixed, until now....
Lately, the LCD has been really going bad. Whether its actually the LCD, or the connections, I do not know for certain. On July 4th (second call to Dell about this problem, problem disappeared or at least occurred less frequently after my first call in March, but picked up again in July). Spent 3 hours on the phone with tech support to no avail. They finally said they would be replacing my LCD when we were disconnected. They never tried to contact me, so I decided to enjoy the rest of my day.
On the 5th I contacted Tech support, hour and a half later, we had proceeded through the same steps and Tech support said a technician would be sent out to repair my laptop as per my warranty. Later in the day I received a phone saying my laptop would actually have to be returned to depot to be repaired and that a package to place my laptop in would be arriving via Airborne Express.
Nearly 3 weeks later....
No box, no call except a survey of my experience with tech support. I called tech support on 22nd. After spending 45 minutes on the phone with the same tech, who I repeated asked to transfer me to his supervisor, and said he was going to but simply came back on the phone talking to me after placing me on hold for five minutes I flipped out. I told him I didn't want to waste anymore of my time bsing with and I wanted to be transfered to his supervisor immediately. He told me to calm down, I hung up.
On 24th I got the day off work so I had a friend give me the e-mail address to a someone higher up the food-chain at Dell that had helped with his problem. E-mailed him, within five minutes had a response, and he asked for the phone number that would be best to contact me at. Gave him my cell, and after 15 minutes I received a phone call from Ryan M. Sullivan from Dell. Five minutes on the phone, and the problem was addressed, my laptop would be picked up on Monday the following week (28th) and everything was fine and dandy. Though he asked why the tag "Customer Uses Abusive Language" was added to my account and I explained it, he agreed I was justified and said he would remove it.
On the 28th my laptop was picked up. Included in the box was the faulty floppy drive (hot swappable drive bay one) that was also to be replaced (they knew about) and I included a note to remind them with the laptop.
Get home on Thrusday (31) and find a note saying they already tried to return my laptop to me. I'm elated and make sure someone can be there to receive my laptop on the 1st.
Got home on the 1st to retrieve my tower and my freshly returned laptop. Opened the box to see my Inspiron in the box with a note from technical support. They stated they found no problem with the LCD with their "hard driver" and that I needed to contact them again about downloading the correct drivers (something already done 3 times on the phone with technical support). I tried the drivers again twice that day to no avail.
I was just a little annoyed, until I discovered that they had also neglected to replace the floppy drive. This has just sent me over the top.
Sent another e-mail to Mr. Sullivan asking him what they would do to solve my problems.
Got to love Dell....
Two years ago we purchased an Inspiron 4000 for me to take off to college with me. Over the course of those two years only a few problems with it have arisen and were promptly fixed, until now....
Lately, the LCD has been really going bad. Whether its actually the LCD, or the connections, I do not know for certain. On July 4th (second call to Dell about this problem, problem disappeared or at least occurred less frequently after my first call in March, but picked up again in July). Spent 3 hours on the phone with tech support to no avail. They finally said they would be replacing my LCD when we were disconnected. They never tried to contact me, so I decided to enjoy the rest of my day.
On the 5th I contacted Tech support, hour and a half later, we had proceeded through the same steps and Tech support said a technician would be sent out to repair my laptop as per my warranty. Later in the day I received a phone saying my laptop would actually have to be returned to depot to be repaired and that a package to place my laptop in would be arriving via Airborne Express.
Nearly 3 weeks later....
No box, no call except a survey of my experience with tech support. I called tech support on 22nd. After spending 45 minutes on the phone with the same tech, who I repeated asked to transfer me to his supervisor, and said he was going to but simply came back on the phone talking to me after placing me on hold for five minutes I flipped out. I told him I didn't want to waste anymore of my time bsing with and I wanted to be transfered to his supervisor immediately. He told me to calm down, I hung up.
On 24th I got the day off work so I had a friend give me the e-mail address to a someone higher up the food-chain at Dell that had helped with his problem. E-mailed him, within five minutes had a response, and he asked for the phone number that would be best to contact me at. Gave him my cell, and after 15 minutes I received a phone call from Ryan M. Sullivan from Dell. Five minutes on the phone, and the problem was addressed, my laptop would be picked up on Monday the following week (28th) and everything was fine and dandy. Though he asked why the tag "Customer Uses Abusive Language" was added to my account and I explained it, he agreed I was justified and said he would remove it.
On the 28th my laptop was picked up. Included in the box was the faulty floppy drive (hot swappable drive bay one) that was also to be replaced (they knew about) and I included a note to remind them with the laptop.
Get home on Thrusday (31) and find a note saying they already tried to return my laptop to me. I'm elated and make sure someone can be there to receive my laptop on the 1st.
Got home on the 1st to retrieve my tower and my freshly returned laptop. Opened the box to see my Inspiron in the box with a note from technical support. They stated they found no problem with the LCD with their "hard driver" and that I needed to contact them again about downloading the correct drivers (something already done 3 times on the phone with technical support). I tried the drivers again twice that day to no avail.
I was just a little annoyed, until I discovered that they had also neglected to replace the floppy drive. This has just sent me over the top.
Sent another e-mail to Mr. Sullivan asking him what they would do to solve my problems.
Got to love Dell....
I replied, "I told you that 45 minutes ago, and you made me run through these stupid tests again. My client needs this machine up by tomorrow morning. You will ship me at no cost a new motherboard and it will be here by 10am tomorow morning."
