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01/02/2008 01:03:55 PM · #1 |
Originally posted by icu1965:
I would have said the same thing a year ago, but this year I also got a notebook from dell, a red one. It was/is the worst experience I've ever had with a computer. Mine was supposed to be here on my birthday and they did something similar to me. I got mine a month late and a week later I had to contact dell because it was running really slow. Now it always tells me that I have the wrong AC adaptor plugged in and it will cause my computer to not charge or run slow. Funny it's the adaptor they sent with the computer! I wonder if it's just these notebooks they are having problems with? |
Either the AC adapter or the motherboard needs to be replaced for that. To figure out which all that is needed is another AC adapter to test with. If both adapters do the same thing on your computer (and work fine on another computer) then it is the motherboard. If the known good adapter works fine on your system, and your adapter fails on another computer, then it is the adapter.
If you contact me by PM I'll be happy to look into getting a replacement set up per your warranty. If you prefer, just call into tech support and they can get it set up just as easily.
Originally posted by icu1965:
I'm going to apoligize first, in case this offends anyone, ok sorry. I was just thinking, why is it that when you order the computer over the phone, there is always someone who speaks great english without an accent, but when you have a problem, that's not the case?
p.s. I love my party hat! I'm not sure I look good in purple though. |
Speaking for Dell, no offense taken. ;)
We actually have sales and support reps outside the US. Since Dell is a global company now, we have call centers all over the globe as well. The different centers have specific segments or system types they deal with, but in a pinch any call center can take just about any call.
For both sales and support the call center you end up speaking with all depends on what menu selections you pick when you call in, the time of day when you call, and the current call volume for the different centers. If the "normal" call center is currently very busy we move calls to other centers to take even things out and, hopefully, prevent customers from suffering from terminal hold. It is not a perfect system, but we really do care about how long people are on hold and constantly work to improve things.
Larry
Dell Customer Advocate |
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12/29/2007 08:05:58 PM · #2 |
I'm going to apoligize first, in case this offends anyone, ok sorry. I was just thinking, why is it that when you order the computer over the phone, there is always someone who speaks great english without an accent, but when you have a problem, that's not the case?
p.s. I love my party hat! I'm not sure I look good in purple though.
Message edited by author 2007-12-29 20:06:36. |
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12/29/2007 07:04:16 PM · #3 |
I think one of the problems that happens with ANY company that gets large, is that the customer service degrades. I believe it is because when they reach a certain size, the left and right hands just don't know what each other are doing. Not unlike government agencies.
Another effect, in my observation, is that the homey feel-good personal experience that customers like starts to get more of a corporate focus with the concerns being about market share and next quarter's stock price. *cough-Apple-cough*
It is a natural result of success in a capitalist economy.
If not already said, it is important when dealing with any customer service to always write things down. Especially the date/time and the employee ID number of the customer service rep that you deal with. I have had many experiences where I called later on and was told "That is not our policy, NOBODY would have told you that, and we do not have anybody working here with the name you told me." |
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12/29/2007 01:08:48 AM · #4 |
I've never had a problem buying Dell computers, but I had a similar nightmare when I ordered my Canon Rebel XT from them. I waited over a month patiently for the camera (it was a good price!) only to find out one day that my order had been cancelled.
The whole experience is documented here. I just went back to read it, and it was fun to read because I documented my bad phone experience with them, as it was happening...muzac and all.
Needless to say, I don't order Cameras from Dell anymore. I do like their Precision desktops though (I have two under my desk...) |
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12/28/2007 11:01:01 PM · #5 |
Originally posted by yanko:
Sorry to hear about your problems but I can't say I'm with you on this. I've been using Dell for 15 years now and can't say I've had any problems with them. Oh and I'm not just saying this because they are a client of mine. :) |
I would have said the same thing a year ago, but this year I also got a notebook from dell, a red one. It was/is the worst experience I've ever had with a computer. Mine was supposed to be here on my birthday and they did something similar to me. I got mine a month late and a week later I had to contact dell because it was running really slow. Now it always tells me that I have the wrong AC adaptor plugged in and it will cause my computer to not charge or run slow. Funny it's the adaptor they sent with the computer! I wonder if it's just these notebooks they are having problems with? |
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12/28/2007 05:24:45 PM · #6 |
Originally posted by Strikeslip:
Originally posted by DellCA:
As for the shirt, I haven't gotten one either, but I hear the sales folks get lots of stuff.
Larry
Dell Customer Advocate |
hehe, thanks. Sales guys have all the fun, but their jobs must suck. |
According to the sales guy that was on my team; yeah, sometimes sales can really suck.
Larry
Dell Customer Advocate
Message edited by author 2007-12-28 17:24:56. |
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12/28/2007 05:15:13 PM · #7 |
Originally posted by DellCA:
As for the shirt, I haven't gotten one either, but I hear the sales folks get lots of stuff.
Larry
Dell Customer Advocate |
hehe, thanks. Sales guys have all the fun, but their jobs must suck.
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12/28/2007 04:48:24 PM · #8 |
Unfortunatley, if your son is anything like mine (the brute) I don't think any of the Dell's would withstand much use. And while the media keys can sometimes be reprogrammed to open a webpage (or other application) of your choice (depends on the system, but they are programmable through the Dell QuickSet Utility if possible) and mice can actually withstand some respectable shocks when banged against the top of a table/desk, I don't think we have a computer rugged enough to take on the double threat of apple juice and chocolate at the same time.
As to how I found the thread - we have a source that scours the Internet for posts about Dell. That data gets sent to my team and we attempt to contact the people that need help (such as Tony). Sometimes people send us links that are more current, or we find stuff on our own, but normally we're a few days behind just through filtering through all the "not about Dell computers" stuff that gets mixed in.
As for the shirt, I haven't gotten one either, but I hear the sales folks get lots of stuff.
Larry
Dell Customer Advocate
Message edited by author 2007-12-28 16:49:42. |
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12/28/2007 04:44:22 PM · #9 |
This santa hat is making my head itchy.
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12/28/2007 04:42:52 PM · #10 |
Originally posted by jhonan:
Originally posted by DellCA:
I hope your daughter enjoys her new computer, no matter what brand it is. I've got a two year old son, so I know how you feel. |
I've got a 2yo son as well. He's been giving my Thinkpad a bashing, so I was wondering which Dell laptop you'd recommend for him? With these minimum specs;
- Apple juice-proof keyboard
- Chocolate resistant screen
- Mouse tested to high impact shock levels
- Quick access keys for The Wiggles youtube vids and Pingu flash site |
Ditto that order, except make mine Backyardigans or Oswald instead of Pingu.
Oh, and a Hello Kitty design would be good.
PLUS it has to be pink |
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12/28/2007 04:42:03 PM · #11 |
Originally posted by TCGuru:
Originally posted by Strikeslip:
Originally posted by TCGuru:
Originally posted by DellCA:
There are eight of us on the team, and Todd is enjoying his two weeks off right now.
Larry
Dell Customer Advocate |
Thank you for responding so quickly :) |
Don't distract him form the important issue... my Dell T-shirt. Golf shirt in XXL preferred. |
Wow. You don't look that big to me...
Besides, how do you think they found this thread?? :P |
I'm all muscle, baby. My six year old daughter tells me on a regular basis how I'm the strongest daddy in the world, so I have it on good authority. ;-)
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12/28/2007 04:38:37 PM · #12 |
Originally posted by DellCA:
I hope your daughter enjoys her new computer, no matter what brand it is. I've got a two year old son, so I know how you feel. |
I've got a 2yo son as well. He's been giving my Thinkpad a bashing, so I was wondering which Dell laptop you'd recommend for him? With these minimum specs;
- Apple juice-proof keyboard
- Chocolate resistant screen
- Mouse tested to high impact shock levels
- Quick access keys for The Wiggles youtube vids and Pingu flash site |
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12/28/2007 04:37:05 PM · #13 |
Originally posted by Strikeslip:
Originally posted by TCGuru:
Originally posted by DellCA:
There are eight of us on the team, and Todd is enjoying his two weeks off right now.
Larry
Dell Customer Advocate |
Thank you for responding so quickly :) |
Don't distract him form the important issue... my Dell T-shirt. Golf shirt in XXL preferred. |
Wow. You don't look that big to me...
Besides, how do you think they found this thread?? :P |
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12/28/2007 04:34:35 PM · #14 |
Originally posted by TCGuru:
Originally posted by DellCA:
There are eight of us on the team, and Todd is enjoying his two weeks off right now.
Larry
Dell Customer Advocate |
Thank you for responding so quickly :) |
Don't distract him form the important issue... my Dell T-shirt. Golf shirt in XXL preferred.
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12/28/2007 04:33:08 PM · #15 |
Originally posted by DellCA:
There are eight of us on the team, and Todd is enjoying his two weeks off right now.
Larry
Dell Customer Advocate |
Thank you for responding so quickly :) |
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12/28/2007 04:29:22 PM · #16 |
Originally posted by DellCA:
There are eight of us on the team, and Todd is enjoying his two weeks off right now.
Larry
Dell Customer Advocate |
OK, but more importantly, once upon a time I was the IT manager for an insurance company, during which I spent an easy $100,000 on Dell PCs and a few servers. Did I get a free T-Shirt?.... No!
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12/28/2007 04:25:53 PM · #17 |
There are eight of us on the team, and Todd is enjoying his two weeks off right now.
Larry
Dell Customer Advocate |
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12/28/2007 04:21:57 PM · #18 |
Originally posted by DellCA:
Larry
Dell Customer Advocate |
Your name was "Todd" in the other thread you posted to...
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12/28/2007 04:15:22 PM · #19 |
Originally posted by TonyT:
I found a pink Sony Vaio. It has much more in it and it was more expensive than when I wanted to spend, but my little girl is worth it.
I made a promise that I would get her one, and I came through. Dell tried to stop me but they couldn't.
Thanks everyone for your support. Glad to hear some of you have good luck with Dell, but I personally will never depend on them or trust them again. |
Tony, I am a customer advocate here at Dell headquarters in Texas. I just found this thread and would like to apologize for the problems had with your order. I wish I had found out about it earlier so I could try to get things fixed for you in time for Christmas, as I am one of the reps TCGuru suggested you try to find.
Without knowing the order number the best I can do is guess at what happened. I know we have had a number of backlogs recently due to high demand for some systems (as we have every year). In some cases the projected delay was so long it was actually better to let people know what was happening and offer to cancel the customer's order if preferred. In some cases the order may get canceled "automagically" if the delays gets to be too long, and that may be what happened here. I don't know if that was the case, but if it was I would also like to apologize for the fact you were not informed as to the reason.
I hope your daughter enjoys her new computer, no matter what brand it is. I've got a two year old son, so I know how you feel.
If you have any questions for me I'll be happy to answer them.
Larry
Dell Customer Advocate |
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12/25/2007 11:06:50 PM · #20 |
I found a pink Sony Vaio. It has much more in it and it was more expensive than when I wanted to spend, but my little girl is worth it.
I made a promise that I would get her one, and I came through. Dell tried to stop me but they couldn't.
Thanks everyone for your support. Glad to hear some of you have good luck with Dell, but I personally will never depend on them or trust them again. |
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12/24/2007 04:11:14 PM · #21 |
As a network engineer by profession, I hate everything about Dell and have been boycotting them for years.
I saw someone mentioned Sony Vaios earlier. That's all I use and I love them. Sure, they cost a little more, but out ouf all the laptops I have bought for my company, those are the ones that don't give me any problems.
As far as getting a pink one, go online and do a search for laptop skins, get her something way cooler than what dell could ever hope to accomplish. |
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12/24/2007 12:35:10 AM · #22 |
Horrible story, Tony, and the person I'm least impressed with is your office Dell rep. "I can't help, it's like two separate companies." Sorry, dude, but it's one company, one name, and if I were him, I would worry about my account at a growing company where one of the employees ordered something "from the consumer side" and this happened to him. Sounds like it's not just your call center folks who need some help in understanding customer service (at the least, he should have been able to get someone decent from home customer service on the phone, and he should have done that).
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12/24/2007 12:11:45 AM · #23 |
Sorry to hear about your nasty experience with Dell. I was growling too before I got to the end of the original post.
I have had my Mac G5 for over 3 years now, and so far haven't had to call anyone about anything to do with it, except to make sure that the extra RAM cards from eBay would work right.
Love my Mac.
: P Dell, Dude.
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12/23/2007 11:36:16 PM · #24 |
I too have had abysmal experiences with Dell and the Gawd-awful SPAM that gets generated if you're foolish enough to give them an e-mail addy. They really don't seem to have people who know much, or care, in their customer service department, and that's the main reason I won't buy from them. I tried to get the info to build my "Custom Dell" and it was pathetic. It took almost three hours and the people I talked to knew nothing. All I wanted was something that would run Office and CS3 FAST, and they couldn't seem to get me the info or answer my questions.
I tremble at the thought of having to get help from them AFTER they have my money!
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12/23/2007 09:42:22 PM · #25 |
I already boycott Dell. Poor customer service, even for their technicians, which I used to be one. Most of their parts (even power supplies) are proprietary and cost at least double what they should.
Tony, hate to hear about what happened. That completely sucks for both you and your daughter.
Aside from that, hope you have a happy(er) holidays. |
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