Comments on: My Frustrations with Dell’s Customer Service http://kyleeslick.com/fuck-dell/ Personal Weblog of Kyle Eslick Sat, 05 Dec 2009 00:18:51 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Erin http://kyleeslick.com/fuck-dell/#comment-65 Erin Sat, 05 Dec 2009 00:18:51 +0000 http://kyleeslick.com/?p=42#comment-65 I have a Dell computer and buying one is easy - giving them money is very EASY !!!!! Once you need them - well that is another story !! I was in the hospital with my husband and my computer just died. Wouldnt turn on. Due to stress and stupidity I was convinced by the tech person that I needed a new battery even though I always plugged it in. I quetioned multiple times how this could be and he said that the combination of the battery pack under the computer and the one you plug into the wall was needed for it to work. Call me blonde I bought it as I needed to keep up with the family while my husband struggled to stay alive in TLC - Trauma Life Center. Well, it didnt work. We just got out of the hospital today (37 days later) and followed the instructions on my invoice to call for a return auth. number. I was advised I was too late and they couldnt return it. I had to do this within 30 days. When I complained they transferred me to customer service and asked how would I know about the 21 days as I could not find it any where on my invoice, acknowledgement, etc. He said that everyone in the United States knows the 30 day rule and that it is on their website. They didnt need to put this on their invoice. When I complained about this and asked for help I was transferred again. This person told me that I only had 21 days for software. I said it was a battery and not software and I was advised they considered a battery in this category. Again questioned where I could find this or why the tech person didnt tell me this as he knew I was in the hospital and wasnt sure when my husband would be released - he just apologized and said he couldnt help me. I asked for a Mgr. and he said that he is on vacation and there are no other one's here. Even if he was their computers are not set up to be able to return anything after 21 days. So, no one could help me. I said how do I even know the battery worked ? He said to find someone with the same computer and test it !!!!! OMG !! I read their invoice which indicated the steps to return something and all he would do was apologize and say he cant help me. I was transferred to tech support again and this new person said that I could return it. I said great - would they credit my Credit Card. He said that there would be no refund, but I could return the battery. He offered some coupons instead for $25. The battery was $145. I said how would these help me if I dont have a computer that works ? I am very very frustrated and cant believe this is happening to us. Does anyone have any suggestions ? If this were maybe $40 it would be one thing but $145 we just cant afford. Although this may be the price of my being blonde I really hope someone has a solution. Thanks, Erin I have a Dell computer and buying one is easy – giving them money is very EASY !!!!! Once you need them – well that is another story !! I was in the hospital with my husband and my computer just died. Wouldnt turn on. Due to stress and stupidity I was convinced by the tech person that I needed a new battery even though I always plugged it in. I quetioned multiple times how this could be and he said that the combination of the battery pack under the computer and the one you plug into the wall was needed for it to work. Call me blonde I bought it as I needed to keep up with the family while my husband struggled to stay alive in TLC – Trauma Life Center. Well, it didnt work. We just got out of the hospital today (37 days later) and followed the instructions on my invoice to call for a return auth. number. I was advised I was too late and they couldnt return it. I had to do this within 30 days. When I complained they transferred me to customer service and asked how would I know about the 21 days as I could not find it any where on my invoice, acknowledgement, etc. He said that everyone in the United States knows the 30 day rule and that it is on their website. They didnt need to put this on their invoice. When I complained about this and asked for help I was transferred again. This person told me that I only had 21 days for software. I said it was a battery and not software and I was advised they considered a battery in this category. Again questioned where I could find this or why the tech person didnt tell me this as he knew I was in the hospital and wasnt sure when my husband would be released – he just apologized and said he couldnt help me. I asked for a Mgr. and he said that he is on vacation and there are no other one’s here. Even if he was their computers are not set up to be able to return anything after 21 days. So, no one could help me. I said how do I even know the battery worked ? He said to find someone with the same computer and test it !!!!! OMG !! I read their invoice which indicated the steps to return something and all he would do was apologize and say he cant help me. I was transferred to tech support again and this new person said that I could return it. I said great – would they credit my Credit Card. He said that there would be no refund, but I could return the battery. He offered some coupons instead for $25. The battery was $145. I said how would these help me if I dont have a computer that works ? I am very very frustrated and cant believe this is happening to us. Does anyone have any suggestions ? If this were maybe $40 it would be one thing but $145 we just cant afford. Although this may be the price of my being blonde I really hope someone has a solution.

Thanks,
Erin

]]> By: Alex C http://kyleeslick.com/fuck-dell/#comment-62 Alex C Fri, 06 Nov 2009 06:52:49 +0000 http://kyleeslick.com/?p=42#comment-62 Give Dell a prestigious consumer award....Tell your story via video on youtube with the climax being your blowing up of the offending piece of Dell crap, then make certain to link it to every social network site using 'Dell', 'pc', 'customer service' & every other appropriate keyword that someone researching/ buying a computer online might use for their google search...monetize it by selling "Dell sucks" bumper stickers, t shirts, refrigerator magnets, etc....then buy yourself a mac. Give Dell a prestigious consumer award….Tell your story via video on youtube with the climax being your blowing up of the offending piece of Dell crap, then make certain to link it to every social network site using ‘Dell’, ‘pc’, ‘customer service’ & every other appropriate keyword that someone researching/ buying a computer online might use for their google search…monetize it by selling “Dell sucks” bumper stickers, t shirts, refrigerator magnets, etc….then buy yourself a mac.

]]> By: Pissed Off At Shitty Dell (once again) http://kyleeslick.com/fuck-dell/#comment-61 Pissed Off At Shitty Dell (once again) Wed, 21 Oct 2009 18:45:56 +0000 http://kyleeslick.com/?p=42#comment-61 i have a dell xps gen 3 and it is the biggest peice of shit ever. the fan sounds like a god damn jumbo jet taking off, it hasnt worked correctly since the day i bought it and it plain old fucking sucks i have a dell xps gen 3 and it is the biggest peice of shit ever. the fan sounds like a god damn jumbo jet taking off, it hasnt worked correctly since the day i bought it and it plain old fucking sucks

]]> By: What Would Google Do? Book by Jeff Jarvis « KyleEslick.com http://kyleeslick.com/fuck-dell/#comment-29 What Would Google Do? Book by Jeff Jarvis « KyleEslick.com Thu, 02 Jul 2009 20:48:51 +0000 http://kyleeslick.com/?p=42#comment-29 [...] to Michaell Dell, the CEO of Dell computers.   Ironically enough, I was going through my own troubles with Dell at the time (which didn’t end so well), so it made this particular chapter all the more [...] [...] to Michaell Dell, the CEO of Dell computers.   Ironically enough, I was going through my own troubles with Dell at the time (which didn’t end so well), so it made this particular chapter all the more [...]

]]> By: Kyle Eslick http://kyleeslick.com/fuck-dell/#comment-25 Kyle Eslick Sun, 21 Jun 2009 05:38:04 +0000 http://kyleeslick.com/?p=42#comment-25 David, Thanks for the tips! It is good to see that you have found a way to find success with Dell. I have tried the supervisor approach, but the broken English is still frustrating, so I will have to give that a shot. I should publish an updated post here shortly! David,

Thanks for the tips! It is good to see that you have found a way to find success with Dell. I have tried the supervisor approach, but the broken English is still frustrating, so I will have to give that a shot.

I should publish an updated post here shortly!

]]> By: David http://kyleeslick.com/fuck-dell/#comment-23 David Sat, 20 Jun 2009 22:49:42 +0000 http://kyleeslick.com/?p=42#comment-23 Don't use the phone. Use their e-mail and web support tools. I have had amazing success with them. The people on the phone are nearly useless. If you do phone again, always ask to speak to a manager, and explain that more than one transfer will make you send the whole thing back and you'll expect a full refund for the time they've wasted. Never let a business get away with making you pay for what you don't want, especially in this market. Be persistent, and I am sure you'll get this whole situation rectified. Dell has improved by leaps and bounds from my own experiences over the last three years (2 laptop purchases). Don’t use the phone. Use their e-mail and web support tools. I have had amazing success with them.

The people on the phone are nearly useless. If you do phone again, always ask to speak to a manager, and explain that more than one transfer will make you send the whole thing back and you’ll expect a full refund for the time they’ve wasted.

Never let a business get away with making you pay for what you don’t want, especially in this market.

Be persistent, and I am sure you’ll get this whole situation rectified. Dell has improved by leaps and bounds from my own experiences over the last three years (2 laptop purchases).

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