UNSOLVED
How about THIS customer service issue!!!????
Hello,
I am hoping to actually reach a Dell marketing, public relations person or customer service person who will actually look at this issue and realize that something needs to be done. I handle all computer related purchases for my company and this is a prime example of how a company can lose a loyal customer. My college sdtudent daughter has been having an issue with her Dell laptop for a month now. The firsst time it went back to dell, they replaced the keyboard. Within minutes of starting the computer, the problem was still there. The second time it went back, they scrubbed the hard drive. Returned, the problem was still there. The third time, they sent a technician. The technician replaced the motherboard. The problem persisted. He witnessed the problem, tried to say it was a software issue. The hard drive had been scrubbed; how stupid does he thing we are. He had another appointment, ordered another return box and left for his next appointment. She turned the computer on again and tried using it despite the continued issues. She smelled smoke and the computer was smoking. She lives in a dorm building and...what do know, we really don't want to start a building fire.
We have both put countless--at least 30 hours of phone time into getting this warranteed computer fixed. Time on hold, time begin disconnected, time being told we would be expedited, time when I was told I wold be connected to someone other than tech support, etc etc.
It is time this computer is replaced with a new unit. A "repaired" computer that was smoking right after your technician "fixed" it is, I think, understandablly not acceptable. One MONTH of this. The original problem has not been fixed and now I have a computer SMOKING. No one will give me a direct number or a direct contact. This is really unbeleivable.
CAN SOMEONE WITH AUTHORITY HELP?????
Thank you.
Nancy
DELL-Amardeep K
12 Posts
1347
0
Posted May 31st, 2012 14:00
Hi Nancy,
Welcome to the Community.
I apologies for the inconvenience caused to you. In order to help you better would request you to reply to the friend request with the required details:
1. Service Tag/Express service Code of the system:
2. Customer Name:
3. Contact #:
4. Best Time To reach:
Thanks,
Amardeep K
Dell | Social Media Outreach | Global Social Media & Community
DELL-Amardeep K
12 Posts
1347
0
Posted May 31st, 2012 15:00
Hi Nancy,
You need to click on your username and then on the Friends Tab and start a conversation. This is a private massaging service where in you can share th dell system account details.
Thanks,
Amardeep K
DELL-Amardeep K
12 Posts
1347
0
Posted June 1st, 2012 15:00
Hi Nancy,
This is to inform you that our Escalation team is woking on your case and I am following it as well.
Thanks,
Amardeep K
Dell | Social Media Outreach | Global Social Media & Community
nzaffaro
2 Posts
1347
0
Posted May 31st, 2012 14:00
Hello Amardeep, I received your message sent from a DO NOT REPLY email, and as this is a public forum, I'm sure you don't want me to answer your questions below here. If I have a do not reply email, then, I'm not sure where I can submit an answer...? Thank you. I have now been told by three people I would hear back and no one has called back. On the last call, Dell Tech support was insisting they want another try at my daughter's computer so they can see if there are problems with the components. I agree, Dell has a GREAT liability issue and SHOULD want to see why their components are smoking. HOWEVER, I do not want this computer back. Dell can look into this on their own time. One month and three returns is enough. I will not expose a dorm building full of students to a computer that smokes. We need a new computer at this stage. Nor will anyone give me a direct contact name or phone number...I still am at the mercy of long hold times, explaining the story again, and again, having to give two case numbers for the same issue, waiting for return calls that do not come, etc.
Thank you very much for your, or any other Dell rep for help.
Best,
Nancy
Hi Nancy,
I apologies for the inconvenience caused to you. Please accept this request so that we can help you in resolving the issue you are facing with your computer . Please reply us with the following information so that we can contact you after looking into the system details.
1. Service Tag/Express service Code of the system:
2. Customer Name:
3. Contact #:
4. Best Time To reach:
Thanks,
Amardeep K