Re: Dell's 'In home' service?
- From: Tim Adams <teadams$2$0$0$3@xxxxxxxxxxxxx>
- Date: Fri, 19 Aug 2005 03:42:33 GMT
In article <1124418941.099325.140470@xxxxxxxxxxxxxxxxxxxxxxxxxxxx>,
steve.travis@xxxxxxxxx wrote:
> Tim Adams wrote:
> > As some of you might recall, a couple of weeks ago I posted a message
> > detailing
> > the problems my Uncle has had with his new Dell Dimension 3000 computer.
> >
> > Last Thursday I had spent another couple of hours again reinstalling the OS
> > while listening to a Dell (hardware support) tech on the phone. All went
> > well
> > and when I hung up the phone the computer was working.
> >
> > I had insisted on them sending out a technician as per their contract
> > (Third
> > party, in home tech support) that my Uncle had paid $136 for (as well as
> > another
> > $151 for 3 additional years) but they wanted to 'Try one more thing'.
> >
> > The system ran well for a couple of days then he started having small
> > problems.
> > Something wouldn't print or the system would lock up for a couple of hours
> > before he would get any response from the mouse or keyboard.
> >
> > This morning he reinstalled the OS and got the system running for a couple
> > of
> > hours. He then called me to see if I could come help with the rest of the
> > installation. His last thing to install was a Lexmark driver for his
> > printer and
> > he was having problems with getting it installed.
> >
> > Thinking the system might just be a reboot, I turned it off when I first
> > arrived, waited about 20 seconds and then turned power back on. Needless to
> > say
> > the system refused to boot!
> >
> > I waited 15 minutes then powered down, restarted and got to the reinstall
> > screen
> > and started once again to reinstall XP.
>
> Was this like the nth time that you were reinstalling XP? Are you like
> a glutton for punishment or something? :)
I'm not a glutton to punishment. Dell is the one insisting on doing the
reinstall the first couple of times. Having dealt with them for several hours on
the phone I knew this is what they would have me do again so I did it while on
hold wiating.
>
> BTW, in the future, you should consider only installing XP once. If
> for some reason the machine doesn't work/won't reboot etc, return the
> crap to the manufacturer. There's absolutely NO REASON to install an
> OS more than once (my XP machine is on 2+years now without a reinstall,
> and I use it primarily for gaming as my Mac is used for everything
> else).
I suggested that in one of my earlier calls but was told the 'problem' was
merely a software issue and they would have it fix in just a short time.
>
> > My Uncle called Dell tech support while I was doing this. After talking to
> > the
> > first 'screener' he got a supervisor and passed the phone to me. I
> > explained
> > what had been going on and demanded that Dell live up to their contract and
> > get
> > a tech out to look at, and fix his computer.
> >
> > I was put on hold while she 'checked', then told that 'in home support
> > wasn't
> > available in my Uncles area and that the wording on Dell's contract were a
> > bit
> > misleading. She put me on hold again to find out just what Dell met by 'in
> > home'. Give me a break - just what else could it mean?
>
> In a way I hoped you were kidding, but I'm pretty sure you're not.
> That is sucky service (probably accounts for the crappy user
> satisfaction that Dell recently got).
Not kidding at all. I almost lost it and asked for a supervisor to give them a
ration but mentioned sending the unit back and she jumped on the chance to send
me to 'customer service' to talk about a refund. That's when she transfered my
call to a disconnect.
>
> > When she came back she tole me that 'in home support' met you would be in
> > your
> > home calling Dell on the phone!
> >
> > At this point I told he that we would be asking for a refund and most
> > likely
> > sending the computer back.
> >
> > She transferred me to 'Customer Service' to talk with somebody about a
> > refund
> > and disconnected me!
> >
> > At this point my Uncle called his credit card company and they will be
> > dealing
> > with Dell from now on - having given him a full refund. What he does with
> > the
> > computer I don't know but if Dell wants it, they will have to come and get
> > it,
> > or at least supply a shipping box so he can return it to them.
> >
> > As I was leaving, he asked me to look into a Mac.
> >
> > --
> >
> > Tim
--
Tim
.
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- Dell's 'In home' service?
- From: Tim Adams
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- From: steve . travis
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