Dell’s false promises –

Yes – I can say it.  Dell lied to me.

I have a problem with my new notebook.  Recently (read: less than 90 days ago) I bought a new Dell D620.  When I was forcibly ejected from my last company I found myself without a notebook computer.  So I logged in and bought one. 

Given that my new job requires extensive travel, I chose to spend the extra $300/US or so on their “Next Business Day” warranty.

They could have at least bought me a drink first.

According to Dell – next business day doesn’t mean it will be replaced in the next business day, it means the tech will call you on the next business day and schedule a time to come and replace your motherboard, and that time will be the “NEXT BUSINESS DAY AFTER HE RECEIVES THE PARTS”

That’s such a load I can’t even believe it.

So here I am with a laptop with one failed USB port, and the second one failing – an issue which Microsoft has already said contributed to the multiple failures Vista experienced, in a situation where the only day I’m not traveling in the next month is thanksgiving day.

So the fun part is:

The idiot Jr. level support dweeb told me, promised me after I asked him twice if he was sure, that the tech would come to my house ON THANKSGIVING DAY to replace the motherboard in my laptop.

Now I don’t hold him responsible (though I do hold him stupid for not checking his calendar before making a promise that you and I know will cost Dell a mint to fulfill) for Dell’s policies.  As a Jr. level support dweeb he effectively did his job of keeping me from getting to a more senior support dweeb.

But to promise support on a national holiday is hilarious, and I’m going to have a blast ramming that one down their throats when the guy doesn’t show up.

Sorry – it’s late, I’m tired, I’ve had a bad day.  😉

The hilarious part is – I even gave him the chance to back out of his lie:

 12:31:21 AM         Jesse

you’re lying to me again you know – you have no intention of having a tech to fix this on Thursday.

 12:31:56 AM         Vikas_166576 

On Thursday the system will be serviced.

 12:32:10 AM         Jesse  

and if it isn’t what is my recourse?

 12:32:26 AM         Vikas_166576 

And there is no reason to lie to my customer.

 12:32:41 AM         Jesse  

ok, so long as I have you on record saying that.

 12:33:32 AM         Jesse  

Thank you for your time – I’ll expect a manager’s call tomorrow.

The problem is, I think, that of course Dell doesn’t use support people from the US, which would mean that he didn’t realize that Thursday was a holiday. ;-)Don’t know, don’t care.  They made a promise now I expect them to follow through.


    • Jesse on November 22, 2007 at 10:22 am
    • Reply

    Not only didn’t they show up on Thanksgiving day to fix my laptop, the support tech didn’t even bother calling to try and schedule a time.

    So Dell has completely and utterly failed to follow through on ALL of their support promises.

    I wonder if they really care? (I wonder if I might be smart to buy a backup laptop just in case)


    • Jesse on November 25, 2007 at 3:06 pm
    • Reply

    it’s now 11/25 – they *STILL haven’t responded.

    • Jesse on November 26, 2007 at 11:48 am
    • Reply

    11/26 – the contractor has my new motherboard and called me today to schedule a replacement. Unfortunately I’m going to have to drag him away from his home on a Saturday as I’m not available any other time. He gave me some story about having the wrong phone number. I have the chat log, I gave/verified the phone number at least 3 times during the course of the chat.

    So net time was 7 days from opening the support ticket to the rep calling me, it will be 13 days before the part is actually replaced.

    So much for “Next Business Day” – all though a couple of interesting things have happened. My warranty has been upgraded to their “Complete Care” (Doesn’t change the response time, but I’m covered for drops/voltage spikes/liquids now) and they’ve reset the date. I guess this was their response to my demand for a refund.

    They still have yet to address the idiot’s promise that I would have a tech out on Thursday, *AND* that I would get a manager call-back the next day (that didn’t happen either)

    It’s ridiculous that it might come down to buying a second laptop so I’m covered in the event of a failure.

Leave a Reply

Your email address will not be published.