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Dell Customer Service

post #1 of 6
4/28/05 at 3:05pm
Thread Starter 
I received a new 700m today. One of the screws holding the hard drive cover was stripped. I couldn't get it out to replace the hard drive. Called Dell, and after being transferred around for about 40 minutes, ended up with Indian tech support. The guy tells me that the stripped screw is a "user replaceable part" so they won't cover it under the warranty. The guy tells me to take it to Best Buy and pay to have the screw fixed. I said, "Huh? you sent me a brand new computer with a broken part. You need to fix it." After arguing for about 20 minutes, I asked to speak to a supervisor. The guy comes back on and says ok, we'll fix it. They will send me a box to return to their depo. Then they transfer me to the supervisor who wants me to rate their customer service from 1-10, 1 being worst. I said 2. The guy said "we really want a 9." Fat chance.
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post #2 of 6
4/28/05 at 3:14pm
What has happened in the past is you try to break the cover off and they'll send u a new cover.
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post #3 of 6
4/28/05 at 3:15pm
man i've heard of a lot of stories about the dell cs, but a "user replaceable part"??? are these people serious? what about their brains, that's replaceable too, why don't they give it a check?
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post #4 of 6
4/28/05 at 3:35pm
LOL, if you'd used the right screwdriver, you wouldn't have stripped it.
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post #5 of 6
4/29/05 at 2:38am
Quote:
Originally Posted by Richard Carver
LOL, if you'd used the right screwdriver, you wouldn't have stripped it.
Bad bad Richard!!

So, are going to send it back?
If i was you i would email customer care. I don't deal with the phone tech support. Remember, you just got it, you have 21 days of leverage.
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post #6 of 6
4/29/05 at 10:46am
Thread Starter 
Yea, I'm going to send it back. This brings a whole new meaning to getting screwed!
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