So I am getting the run around from Dell for purchasing one of their stand alone 23 inch monitors that doesn't include a service tag. They claim you need the service tag to get warranty support but they don't actually issue service tags so they refuse to honor the warranty...talk about a scam!
Interestingly enough the OPTIPLEX GX270 system the rep mentioned that's listed on my account is some old desktop system that I've never owned. It was the service tag they generated for me in the original service request order.
About six weeks earlier I spent well over an hour with support and resolved the issue (according to them and the email I received)...they then promised to send me the new monitor but six weeks later...nothing. Now they say the service request was closed and is "classified."
Read on.... (And don't buy Dell products because they have the worst customer service ever!)
And of course...if anyone knows the secret to dealing with Dell I would appreciate the help.
2:04:42 PM Me Initial Question/Comment: RMA already received,.
2:04:47 PM System You are now being connected to an agent. Thank you for using Dell Chat
2:04:47 PM System Connected with BRYAN_NELSON_836844
2:05:24 PM BRYAN_NELSON_836844 Thank you for using Dell Basic Warranty Support Chat for Optiplex and
Latitude Systems, under the Corporate and Business Group. My name is
Bryan. I'll be happy to assist you today.
2:06:03 PM Me can you help me?
2:06:39 PM BRYAN_NELSON_836844 Hi, please give me 2-3 minutes to pull up and check your account.
2:10:14 PM BRYAN_NELSON_836844 I apologize for the inconvenience. I'm having difficulty on my system due to system latency. Please be informed that there might be a delay in this
session. Thank you!
2:10:43 PM Me Would the service request number help you?
2:10:44 PM Me service request xxxxxxxx(removed)
2:10:58 PM Me Dispatch Number: xxxxxxx
2:11:14 PM Me it's been six weeks
2:12:29 PM BRYAN_NELSON_836844 To verify, are you contacting us regarding the svc tag Y4R1B system
OPTIPLEX GX270 listed on your account?
2:13:53 PM Me Dell S2340M Monitor
2:14:44 PM BRYAN_NELSON_836844 Does it have a svc tag?
2:15:31 PM Me no of course not...it's a monitor. Monitors don't include service tags.
2:15:43 PM Me I gave you the service request number
2:16:30 PM BRYAN_NELSON_836844 It does if the monitor got purchased separately.
2:16:51 PM Me no it doesn't. Dell doesn't create service tags for 23" monitors
2:16:59 PM Me only for systems
2:17:06 PM Me so...there is no service tag
2:20:40 PM BRYAN_NELSON_836844 Please allow me 3-5 minutes to about this issue. Thank you.
2:22:40 PM BRYAN_NELSON_836844 Do you have the order number for this?
2:24:05 PM BRYAN_NELSON_836844 I haven't received any response from you. I will be waiting for another minute and if I still don't receive any response from you, I will be ending
this chat session.
2:24:39 PM Me i gave it to you
2:25:09 PM Me service request xxxxxxxx
2:25:16 PM Me Dispatch Number: xxxxxxxx
2:25:51 PM Me Do you want the order number from the vendor where the product was purchased?
2:26:00 PM BRYAN_NELSON_836844 That is a closed case and dispatch numbers. I need the order number.
2:26:15 PM BRYAN_NELSON_836844 Yes!
2:26:39 PM Me Order #226616003
2:27:21 PM Me if the case was closed...re open it
2:28:25 PM BRYAN_NELSON_836844 You would need to contact customer care at 8003875757 for this concern. To reach the right dep't; Press 1 for English Press 5 for
Customer care Press 2 for Business Purchases They are open from 8 am-
PM CST
2:28:44 PM Me I'm going to publish this on the Internet
2:28:54 PM Me get a supervisor
2:29:40 PM Me i spent over an hour on the phone already
BRYAN_NELSON_836844 unfortunately, we cannot pull up the information it is better that you 2:34:06 PM contact our customer care department. The information is sensitive and classified under this dispatch number.
2:34:50 PM Me Of course it is...if it weren't classified Dell might actually have to provide real customer support and service to support it's products.
2:35:21 PM BRYAN_NELSON_836844 Is there anything else I can help you with?
2:35:31 PM Me yes
2:36:26 PM BRYAN_NELSON_836844 Unfortunately, I can't do anything about your initial concern in this dep't. 2:36:46 PM BRYAN_NELSON_836844 Can have you next issue please?
2:36:56 PM BRYAN_NELSON_836844 *I
2:37:48 PM BRYAN_NELSON_836844 Hello, are you still there? Please be informed that I'll be forced to disconnect if you continue to be unresponsive after the following a
minute.
2:38:09 PM Me yes I'm still here....how long will you stay on if I keep doing this?
2:38:53 PM BRYAN_NELSON_836844 Can you provide the next issue?
Since I have not heard from you for the past 4 minutes, I am forced to
disconnect this call the attend another customer. Thanks again for
2:40:18 PM BRYAN_NELSON_836844
choosing Dell, have a great day. Goodbye for now.
2:40:18 PM System BRYAN_NELSON_836844 has left this session!
2:40:18 PM System The session has ended!
Interestingly enough the OPTIPLEX GX270 system the rep mentioned that's listed on my account is some old desktop system that I've never owned. It was the service tag they generated for me in the original service request order.
About six weeks earlier I spent well over an hour with support and resolved the issue (according to them and the email I received)...they then promised to send me the new monitor but six weeks later...nothing. Now they say the service request was closed and is "classified."
Read on.... (And don't buy Dell products because they have the worst customer service ever!)
And of course...if anyone knows the secret to dealing with Dell I would appreciate the help.
2:04:42 PM Me Initial Question/Comment: RMA already received,.
2:04:47 PM System You are now being connected to an agent. Thank you for using Dell Chat
2:04:47 PM System Connected with BRYAN_NELSON_836844
2:05:24 PM BRYAN_NELSON_836844 Thank you for using Dell Basic Warranty Support Chat for Optiplex and
Latitude Systems, under the Corporate and Business Group. My name is
Bryan. I'll be happy to assist you today.
2:06:03 PM Me can you help me?
2:06:39 PM BRYAN_NELSON_836844 Hi, please give me 2-3 minutes to pull up and check your account.
2:10:14 PM BRYAN_NELSON_836844 I apologize for the inconvenience. I'm having difficulty on my system due to system latency. Please be informed that there might be a delay in this
session. Thank you!
2:10:43 PM Me Would the service request number help you?
2:10:44 PM Me service request xxxxxxxx(removed)
2:10:58 PM Me Dispatch Number: xxxxxxx
2:11:14 PM Me it's been six weeks
2:12:29 PM BRYAN_NELSON_836844 To verify, are you contacting us regarding the svc tag Y4R1B system
OPTIPLEX GX270 listed on your account?
2:13:53 PM Me Dell S2340M Monitor
2:14:44 PM BRYAN_NELSON_836844 Does it have a svc tag?
2:15:31 PM Me no of course not...it's a monitor. Monitors don't include service tags.
2:15:43 PM Me I gave you the service request number
2:16:30 PM BRYAN_NELSON_836844 It does if the monitor got purchased separately.
2:16:51 PM Me no it doesn't. Dell doesn't create service tags for 23" monitors
2:16:59 PM Me only for systems
2:17:06 PM Me so...there is no service tag
2:20:40 PM BRYAN_NELSON_836844 Please allow me 3-5 minutes to about this issue. Thank you.
2:22:40 PM BRYAN_NELSON_836844 Do you have the order number for this?
2:24:05 PM BRYAN_NELSON_836844 I haven't received any response from you. I will be waiting for another minute and if I still don't receive any response from you, I will be ending
this chat session.
2:24:39 PM Me i gave it to you
2:25:09 PM Me service request xxxxxxxx
2:25:16 PM Me Dispatch Number: xxxxxxxx
2:25:51 PM Me Do you want the order number from the vendor where the product was purchased?
2:26:00 PM BRYAN_NELSON_836844 That is a closed case and dispatch numbers. I need the order number.
2:26:15 PM BRYAN_NELSON_836844 Yes!
2:26:39 PM Me Order #226616003
2:27:21 PM Me if the case was closed...re open it
2:28:25 PM BRYAN_NELSON_836844 You would need to contact customer care at 8003875757 for this concern. To reach the right dep't; Press 1 for English Press 5 for
Customer care Press 2 for Business Purchases They are open from 8 am-
PM CST
2:28:44 PM Me I'm going to publish this on the Internet
2:28:54 PM Me get a supervisor
2:29:40 PM Me i spent over an hour on the phone already
BRYAN_NELSON_836844 unfortunately, we cannot pull up the information it is better that you 2:34:06 PM contact our customer care department. The information is sensitive and classified under this dispatch number.
2:34:50 PM Me Of course it is...if it weren't classified Dell might actually have to provide real customer support and service to support it's products.
2:35:21 PM BRYAN_NELSON_836844 Is there anything else I can help you with?
2:35:31 PM Me yes
2:36:26 PM BRYAN_NELSON_836844 Unfortunately, I can't do anything about your initial concern in this dep't. 2:36:46 PM BRYAN_NELSON_836844 Can have you next issue please?
2:36:56 PM BRYAN_NELSON_836844 *I
2:37:48 PM BRYAN_NELSON_836844 Hello, are you still there? Please be informed that I'll be forced to disconnect if you continue to be unresponsive after the following a
minute.
2:38:09 PM Me yes I'm still here....how long will you stay on if I keep doing this?
2:38:53 PM BRYAN_NELSON_836844 Can you provide the next issue?
Since I have not heard from you for the past 4 minutes, I am forced to
disconnect this call the attend another customer. Thanks again for
2:40:18 PM BRYAN_NELSON_836844
choosing Dell, have a great day. Goodbye for now.
2:40:18 PM System BRYAN_NELSON_836844 has left this session!
2:40:18 PM System The session has ended!
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