Re: XPS420 (Dell Factory Outlet) update and dilemma.


"RnR" <rnrtexas@xxxxxxxxx> wrote in message
news:7ge1q3l04lvjmlm3cfsn5td7iaposv7dfr@xxxxxxxxxx
On Wed, 30 Jan 2008 11:14:49 -0600, "S.Lewis"
<Gossamer@xxxxxxxxxxxxxxx> wrote:


"Christopher Muto" <muto@xxxxxxxxxxxxxxxx> wrote in message
news:13q192akrsphp20@xxxxxxxxxxxxxxxxxxxxx

<snip>


Chris -

I'd considered doing just that, but hoped that the "light bulb" of simple
math would've illuminated for the tech rep ( cost of part versus cost of
ship/re-processing system + potentially losing a good customer), but it
didn't. But I'd certainly considered your suggestion before the first
contact with Dell.

Further, if I'd bought a "complete care" coverage, would it have been
ethical for me to have gotten the part replaced under that warranty? g
Now, I think, yes, it would be.

But, I do have an update.

I phoned customer service intending to have to return the system for full
refund. Fortunately for me, I got a very pleasant and professional rep on
the phone who allowed me to explain why I didn't want to return it and how
I
thought it was silly if not stupid for everyone concerned.

She asked if she could give me a full credit for the price of the part to
my
card - and of course I jumped at it.

I sent an e-mail to her manager complimenting her on a job well done as
well
as perhaps saving a Dell customer.

I lucked out. g

Stew




I hope so.
Stew, from experience or age (take your pick), I'd wait till you
actually see the credit on your card before complimenting. It will
look bad for you, if she doesn't do it and then you have to complain
to a supervisor about her after complimenting her.


I'd considered that, but I have a copy of the transaction/and tran ID in
writing via e-mail with her name and contact information.

In effect, you might be right, but I have documentation to fall back upon
should the credit not appear as promised.

Since this isn't my first rodeo, I'm pretty confident in my position.


.

Relevant Pages

  • Re: XPS420 (Dell Factory Outlet) update and dilemma.
    ... math would've illuminated for the tech rep (cost of part versus cost of ... I phoned customer service intending to have to return the system for full ... I sent an e-mail to her manager complimenting her on a job well done as well ... actually see the credit on your card before complimenting. ...
    (alt.sys.pc-clone.dell)
  • Re: kudos to CD Universe
    ... You might as well raise my blood pressure regarding BRO as I ... to return the item to for a credit which would then be applied ... The cost of the return shipping was to be mine ... customer if he would like a refund in the form of a check, credit on a CC, ...
    (rec.music.classical.recordings)
  • Re: Zinc firm eager to keep pennies in circulation
    ... much that the cost of algorithm modification will be significant, ... will be a one-time cost, ... from rounding change would go on the books as a credit or debt. ... A happy customer is a return customer. ...
    (rec.collecting.coins)
  • Re: Migrating SBS servers
    ... I have not passed on the cost of a MS or any other support ... I think the customer pays me for a solution to the problem. ... wanted to pay MS, they could have called MS themselves. ...
    (microsoft.public.windows.server.sbs)
  • Analysis of a Society That Forces You Into Debt.
    ... apparent in the credit markets. ... put you even further in debt. ... so we'll dig into our eating cost. ... the people that got these absurd loans had sufficient income and good ...
    (soc.culture.cuba)