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

"S.Lewis" <Gossamer@xxxxxxxxxxxxxxx> wrote in message
news:Pf2oj.88019$K27.45683@xxxxxxxxxxxxxxxxxxxxxxxxx

"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


stew, glad that you got a good result without having to stoop to my level ;)
tonight i spent one hour and fifteen minuets with online chat support
discussing a broken left mouse button on the touch pad of a lattitude d610.
the tech kept asking me for the error code from running diagnostics. i
followed his instructions and ran the diagnostics that simple put a dos/text
graphc representation of the touch pad on the screen and asks you to press
the left and right mouse buttons. the left mouse button did not work. this
did not produce an error code, it just didn't work. he continued to request
the error code and could not comprehend the failure in his logic. he then
tells me to exit the program and when i asked how to do that he said to use
the left click! i figured out that the tap to touch feature was enabled and
so exited using that. still don't have a solution or a part but will call
this one in tomorrow. it doesn't take many poorly trained people to tarnish
the image of an entire company. i know dell recently shifted away from
indian based tech support to what i think is from south america. same low
quality support with different accents. it really is a shame that they
don't bother to train these people and i think it actually creates animosity
towards these nations as people direct their anger at the person immediately
in front of them rather than the powers at be (how many derogatory remarks
about indians in tech support have you heard in recent years, it is
horrible). i should have just purchased the parts and installed them myself
rather than arrange for a new touchpad to be sent to me or an on site tech.
ps. in my experiance dell always seems to try to offer some sort of
consession in the hopes of preventing a return. however as far as i know it
ends your 14/21/30 (outlet/regular/vostros) return policy on the spot. not
that this was a problem in your case, just something to keep in mind if you
find yourself down this road again.


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