I love Dell. I have loved Dell since I picked up my Inspiron from them three or four years ago, and the sucker is still going strong with no problems (except that weak ass 40gb drive I bought has got to go. I need more room. What was I thinking?).
So when I needed a new desktop, I naturally went with a Dell. I mean, hell, my Inspiron has been rock solid, so it seemed like a sound choice. My parents were looking for a desktop, too, so I built them one just like the one I built for me (easier to troubleshoot over the phone, trust me) and gave Dell two sales. Now let me tell you how Dell thanks me for their business:
I received my new PC the 4th of December. I immediately put it together (with my new 22″ monitor, woot!) and went to town. One thing I noticed is I was getting a “the video card has recovered from an error” every other day or so. I didn’t think much of it, as I assumed it was a Vista driver issue (which wouldn’t be surprising), and I would look into it later, once I had everything set up. Plus it wasn’t really that distracting, as I’ve run into the problem on my work Vista before (albeit not as often).
Flash forward to December 15th, when I came home to find my video card had gone out completely — most of you know I work in IT, so I don’t need to get into specifics of how I determined it, I just did. So I called Dell support, and they, too, determined it was a video card. It only took an hour and a half, too!
Fortunately, though, I have a three year warranty, so they’d send me out a new part lickety split and it would only take one to two days. Again, that was the 15th.
The 16th came and went. No card.
The 17th came and went. No card.
The 18th, 19th, 20th and 21st came and went. No card.
So I called on the 22nd. The nice lady told me I’d get it in one to two days. I was getting irritated, but I gave her the benefit of the doubt.
No card today.
I called tonight. Tonight I had the pleasure to learn that IT HASN’T EVEN SHIPPED YET. But wait, I might get it by next Monday.
I guess in Hindi, one to two days means one to two weeks.
As you can imagine, point of niceties were pretty much over when I heard this. Without raising my voice (yay me!), I let my dissatisfaction known. I told the lady I wanted to speak to a supervisor. She put me on hold. When she came back, she said they had no control over when something is shipped. I told her to give me someone who did. She siad she would transfer me to customer service. She put me on hold.
Five minutes later, I was greeted with a recording telling me customer service had closed for the evening. I guess it was too much for her to tell me that before wasting my time.
I will be doing two things tomorrow. I will be calling Dell customer service, for sure. I know they are in the States, and that makes me feel better. I will also be shooting emails to my Dell contacts at work. I handle the laptop subsidy program at my job, and I sell a lot of Dells. It’s safe to say 50% of the laptops purchased through the subsidy are Dells. At least 80% of the sales are coming because of my recommendation. My contacts at Dell are incredibly solid, very cool people, and I have faith they can help me wrangle through this.
I’m not going to shit on Dell just yet. I’m going to see how they make this right, first. Having seen how my contacts have helped make things right with the people I work with on the subsidies gives me confidence that they will do what they can for me.
(On a side note, can you give that hyperlink a quick tic for me? Sometimes businesses track where their links are coming from, and it would be nice if they landed on this post. I’ve already filled out my customer satisfaction survey. 😆 )