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:
you’re lying to me again you know – you have no intention of having a tech to fix this on Thursday.
On Thursday the system will be serviced.
and if it isn’t what is my recourse?
And there is no reason to lie to my customer.
ok, so long as I have you on record saying that.
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.