I finally recently managed to get in touch with Dell to set up an appointment to fix my laptop.
For those of you that don’t know, my laptop’s screen was malfunctioning about a month ago, and I got it fixed under my warranty. I told them that I had a good idea that the problem was the connectors between the screen and the base of the laptop. I made this diagnosis because the webcam didn’t work well, and the screen flickered frequently.
Instead of sending a replacement for just the screen connector, they also sent a replacement for the LCD screen, inside cover, outside cover, and some weird device that went in the side of my laptop. The technician replaced everything that Dell sent him to replace, so he ended up replacing parts that weren’t broken. The worst part was that my screen covers were in new condition before, but the replacements had small scratches on them.
I didn’t make a big deal about it and just used it, until my laptop broke again. This time, instead of the screen flickering, it just completely died. I literally could not see anything that was happening with my laptop.
This happened about a month ago, and my winter break came right after the screen broke, so I just took an external monitor home and used my laptop with the external monitor. After I got back to my university campus, I talked with Dell Customer Support Chat to try and arrange an appointment with a technician.
The first representative that I spoke with was named Raghu. I explained my problem to him, and he kept giving me responses such as “Adam, I understand your concern and I will personally attend to the issue. I assure you, that I will do my best to provide you quality service.” and “Please accept my sincere apology for the inconvenience caused to you. I assure you that I will utilize all my experience and knowledge to resolve the issue to your satisfaction.” I got sick of those canned responses, so I said, “You can stop sending me canned responses and just set up a technician appointment for me, thanks.” Then he disconnected the chat.
I restarted the support chat system and got a representative named Tinny. I asked her to reconnect me to Raghu, but she claimed that doing so wasn’t possible. (I think she was lying to me, because I’ve used chat support systems before, and most of them have a feature to transfer chats among support representatives.) I had to explain my situation again, and she finally got an appointment for me set up.
A few hours later, I got a confirmation email about my support request, and I saw that she used my home phone number for the support request. This happened previous time as well – I told the support representative three times to forward my cell phone number to the technician, and not my home number, but she forwarded my home number anyway. I had to once again reconnect to the chat support to correct the problem. After the representative claimed to have changed the phone number, I said, “Could you send me another confirmation email showing that the number given to the technician has been changed because the last 2 chat support representatives claimed that they will update it but none of them actually did.”
She said that she couldn’t.
I said “I will be very disappointed if the technician dials my home number again,” and disconnected the chat.
Another interesting piece of information? While I was typing this blog post about how bad Dell’s support was, my laptop made a blood-curdling noise and randomly froze.
-___-
So Far in 2011…Number of Taco Bell tacos eaten: 4
Number of times I did my own laundry: 0