Amazingly good service

[bill]

Archived from groups: alt.sys.pc-clone.dell (More info?)

Well the NY State ATTY GEN has a reputation for going after companies
that don't live up to their sales agreements. Sounds like a good time
to contact the consumer fraud division of his office.

On Fri, 15 Jul 2005 00:23:55 GMT, joel@exc.com (Dr. Joel M. Hoffman)
wrote:

>>> And if that's their policy, fine. But I paid extra for
>>> "CompleteCare," and my contract reads:
>>>
>>> "if hard drive replacement is necessary, we will reload, at no
>>> charge to you, the then-current version of major application
>>> and operating system software."
>>>
>>> It doesn't get clearer than that.
>>>
>>My C610 had complete care/gold tech support as well. I certainly wasn't
>>aware of the excerpt you posted above existed in the CC warranty.
>>
>>If that's the way it reads, then you were owed onsite with an OS install the
>>next day, and they blew it.
>
>Yup. And in least in New York State, companies are getting
>prosecuting for that sort of illegal behavior. (I read the rep the
>except, and he saw it on his screen.) Dell's position is that because
>I can't prove that the failure was the result of inadvertent damage,
>they will assume that the HD broke of it's on accord, and so the
>CompleteCare contract doesn't apply.
>
>Either way, I'm more upset about (a) three Dell reps hanging up on me;
>(b) having to diagnose the problem myself; and (c) having to wait "two
>to three days" for the new HD to arrive.
>
>My real dilemma is that over the years perhaps 1,000 people have
>purchased Dell computers on my say-so, and they did it because I told
>them Dell has good service. As it happens, I can diagnose and fix the
>computer myself, but my clients cannot.
>
>-Joel
>
>----------------------------------------------------------------------------
>Free 35mm lens/digicam reviews: http://www.exc.com/photography
>----------------------------------------------------------------------------
>

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

On Fri, 15 Jul 2005 00:00:40 GMT, joel@exc.com (Dr. Joel M. Hoffman)
wrote:

>>Not to take a cheap swipe, but Dell has almost *never* reloaded an OS
>>onsite. The exception I can think of is a brand new machine (within 30
>
>And if that's their policy, fine. But I paid extra for
>"CompleteCare," and my contract reads:
>
> "if hard drive replacement is necessary, we will reload, at no
> charge to you, the then-current version of major application
> and operating system software."
>
>It doesn't get clearer than that.
>
>Basically, I was under the impression that with CompleteCare, if my
>computer broke, Dell would make sure that it was working the next day.
>That's what the sales rep told me when I bought the thing.
>
>The computer broke on Wednesday. It will take until next Tuesday or
>Wednesday until I have the tools to fix it myself. That's not next
>day, and it's not Dell taking care of everything.

Based on the above, you might have grounds for a lawsuit. You'd
probably need to prove you lost business by them delaying the repair.
--
Top 10 Conservative Idiots:
http://www.democraticunderground.com/top10/

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

That's why God (or was it the devil) made sleazy lawyers. Hire one.

JohnP

"Dr. Joel M. Hoffman" <joel@exc.com> wrote in message
news:%rBBe.15521$js.9770@fe10.lga...
>I have a broken D600, with next-day on-site complete care service.
> But Dell won't come fix the computer.
>
> I called two days ago, and after waiting an hour the representative
> hung up on me. Yesterday, I tried again, and got hung up on twice
> (!). Yesterday, both reps who hung up on my had already taken my
> phone number, but they didn't call me back. The third rep I spoke
> with told me the problem was probably a software issue and Dell
> doesn't fix software issues.
>
> Last night, I ran some diagnostics on the machine myself (from F12,
> very useful). The HD Read Test failed. The HD needs replacing.
> Armed with this knowledge, I called Dell for a fifth (!!) time, told
> them exactly which test failed, and I told them that I needed someone
> to come out, replace the HD, and reinstall Windows.
>
> They told me that they don't reinstall Windows. I told them that the
> 7th bulleted paragraph in Section 2b of my contract (available on
> line), promises that Dell *will* reload Windows and other software.
> The service rep told me he had to escalate the issue, and that someone
> would call me back. Obviously, no one has called me back.
>
> So at this point, I've placed five calls to dell, received zero
> technical support from them, diagnosed the problem myself, and Dell
> refuses to fix it. (Two e-mails have also gone unanswered.)
>
> The whole reason I bought Dell computers was because of their
> service. I feel like an idiot. I should have purchased a machine
> from a local dealer.
>
> Am I really just unbelievably unlucky (2 reps hang up on me, a third
> doesn't know how to help, a 4th escalates a call that never gets
> handled)? Or is Dell's good service a thing of the past?
>
> I'll be grateful for any advice this group can offer.
>
> Thank you.
>
> -Joel Hoffman
>
>
>