* Content Warning - This post may contain language that maybe offensive to some readers. You have been warned *
Okie dokie. Breathe In. Breathe Out.
After losing the Dell laptop for 10 business days by sending it into "Depot" - it comes back to me in non-working condition. It looked like they never touched or fixed it - actually it came back worse. Now nothing appears on the screen. What I realize was that if I move the screen forward or background I can get the screen to display. The computer went through it's diagnosing routine, and when it was done, it said that there is no hard drive found on the laptop.
Rewind back a month.
So this laptop has been "serviced' by 4 (four) Dell "technicians". Note - this laptop has a warranty that includes next business day service.
When we thought that the 4th Dell technician had fixed it - the laptop could not wake up after it lost it's juice / power. So I instead of having to wait at home for each Dell technician to show back up, I agreed to send the laptop to "Depot".
"Depot" - whatever that means, is a place somewhere in Houston, Texas. According to the tracking - Depot received the laptop on 10/19/2017. The technicians over the phone had stated that the laptop would be back in my hands in 5 business days. Day 6 business days later, no news. On Day 7 business days, I called customer service and they of course gave me the run around, verifying my name, my email, my phone number, my address, my shoe size and my bra size etc.
OMG just tell me where the hell the laptop is. The technical support guy on the phone said he would get back to me through email by the end of the day. Day 8 business day, nothing. I then emailed the guy and asked that he provide me a status that he had promised. He emailed back and said that he had no status because no one is responding to his email. WTF. How the hell am I suppose to get answers if he, a Dell representative can't even get answers. Then he emails back and send that they would be shipping it out the next day. Today, 11/2/2017 - Day 10 I get the laptop back.
Turn it on, computer not working.
F*** me.
Back on the phone.
Lady on the phone says, send it to depot. No way Jose (no offense Jose). She keeps bringing up send it to depot. I say "No". She brings it up the 5th time - and I blew up. I said I wanted to talk to a supervisor. She puts me on hold for 10 minutes - and comes back and says supervisor is busy. But she no longer pushes for me to send it in to depot.
WTF.
Ok. Now I will be getting a Dell technician. Let's see how many more days this will take in order to get it fixed. Stay tuned.
It is annoying. This laptop has a "next business day" visit - but Dell keeps on pushing to send to "Depot". It's their latest scheme of cost cutting. "Send to Depot! Send to Depot!" If you can help it, don't send it to depot, they don't fix it!
I'm outraged. Why do you think I would want to send it to depot if I tried it the first time and you didn't send fix it! Now, let's take a moment to think about that...
Update - 11/3/2017 - I get an email - it says,
How do you think I reacted?"Hello,
As I raised this case with my senior technician, the request was being cancelled due to multiple issues on your system, our senior technician highly recommend to send the computer for repair so that the part will be available right away during the repair process and to check the functionality of the computer after replacing the part.
Thank you for choosing DellNerissa_165102
Dell Technical Support
Work schedule 11:00 AM-8:00 PM EDT
Thursday to Monday"
It's 5:30 AM EST - I get on the phone and had a conniption. The guy on the other end says that he will escalate the matter and someone will get back to me in 24-48 hours. I said I need someone NOW, not in 24 - 48 hours. He said there was no one there now, and the only he can do is escalate it up.
So no technician is showing up today nor Monday nor Tuesday. All I can do is wait. One thing I asked this guy was, "Do you think I want to be calling you at 5:30 AM to talk to you about this?"
I am boiling. I think there are smoke coming out of my ears. Stay tuned.
Update 11/06/2017 - At 12:00 pm, no one has called yet. So I emailed the Dell representative whom I had been communicating with and he said he has sent an email out to escalation. A phone call from Dell comes in at 3:39 pm - and this is the escalation guy.
Here is the jist of the conversation.
Troubleshoot. Do you want to send to depot? No.
Troubleshoot. Do you want to send to depot? No.
Troubleshoot. Do you want to send to depot? No.
Troubleshoot. Do you want to send to depot? No.
Troubleshoot. Do you want to send to depot? No.
Troubleshoot. Do you want to send to depot? No.
Troubleshoot. Do you want to send to depot? No.
Troubleshoot. Do you want to send to depot? No.
Troubleshoot. Do you want to send to depot? No.
You think I am exaggerating? I am not. Come 4:10 I had to leave for my quilt meeting - so I hand it off to hubby.
His conversation went more like this.
Can we troubleshoot. No, because I can't see anything. Send to depot. Do you want to send to depot? No.
Can we troubleshoot. No, because I can't see anything. Send to depot. Do you want to send to depot? No.
Can we troubleshoot. No, because I can't see anything. Send to depot. Do you want to send to depot? No.
Can we troubleshoot. No, because I can't see anything. Send to depot. Do you want to send to depot? No.
Can we troubleshoot. No, because I can't see anything. Send to depot. Do you want to send to depot? No.
After probably 30 minutes of this back and forth the Dell guy threatens him. He says something along the line of "If you damage the laptop or if there is any sign of damage, we are going to charge you for the service call."
Of course there is no damage - for all we know, Depot damaged it!
So the conversation continues on and the guy, "Rex_850050" says, take a picture of the service tag with the today's time and date and email me the picture. Hubby asks the guy what his email address is, and the guy on the other end says, "I don't know... hold on." WTF? This guy doesn't know what his email address is? It turns out that his email address is Dell_Support_NAE919@dell.com.
So the guy says, "Thank you" I will send parts over and technician will come over.
Thank you very much.
Update - 11/8/2017 - 2:00 PM
Dell technician name Arthur shows up. He shows up with hard drive and LCD monitor. The freakin' Rex_850050 does not send the actual cable that is broken. So Arthur is on the phone with Dell trying to get the part he really need.
So Arthur calls Dell and orders a motherboard and a cable. We shall see.
Update - 12/1/2017
So far so good. So we returned the laptop to the client on the 9th - and the client has not called back with any complaints. Thank God this has been resolved. What a bitch this event was. I can't believe that these big businesses can push consumers around like that - and shove whatever they want in our face.
"Oh - you paid for that.. but we are not giving that to you... we are giving this to you instead." Where's the contract? If I was a lawyer, dot dot dot...
'Nuf Said.
Quilt & Bitch
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