Monday, April 14, 2008

Lets talk customer service.

So I have a secret, ok its not really a secret, but I love gadgets, and deep inside I am a great big computer geek. For many years I have wanted to upgrade my computer, and finally a few months ago I did. I ordered what I thought would be a great little laptop computer from dell. I was so excited for my new toy I order all the best components, and even forked over the extra fifty bucks to get my sweet new computer in spring green. I waited a few weeks and then it came, my wonderful new machine. Ahh it was so beautiful, and fast, and had all of the bells and whistles. Oh I loved it. I used it everyday, I didn't even mind that I had to spend another pile of money to upgrade my other programs so that they would be compatible with Vista.

Yes, my new computer was perfect...for about three weeks. And then one day as I waited for my brand new computer to boot up I did not see my lovely welcome screen, I saw a black error screen. I re-started my computer, and the error screen did not appear again. I wrote it off as a software glitch, no big deal. Then it happened a few days later, and this time re-starting didn't work right away. Soon the black error screen was appearing more and more often, and eventually starting my computer, was next to impossible. I called customer service, waited on hold, spoke to a tech did everything that he told me to do even though I knew it would not help, and then after an hour he told me that I would need to back up my files and then reformat the hard drive. So I did and all was working well for a few weeks, until that same error screen surfaced again. I reformatted again. And then a week later found myself fighting a losing battle against the black error screen to start my computer. After two hours of trying to get it working I called customer service, the tech started the same process I had already been through to fix the problem I politely told the tech that I could not do any of the things that he wanted me to do because well my computer wouldn't turn on, and even if it would I was not doing it because, I'd already spent an hour on the phone with a tech and it did not help. My case was "escalated." 48 hours later Ronnie called me to help me fix the problem, I carefully explained the problems, I told him about how my aspiration to have the coolest gadget was slowly dying a painful death. I told him how taken advantage of I felt. I told him that I had spent what felt like a very large amount of money to buy this computer, that I now hate, because it frustrates me daily. I told him that Dell had stolen from me when they took my money and gave me a defective computer in return. I asked him if consumers should just accept that when buying from Dell getting a shoddy product was simply a risk they should accept. I went on and on and when I was done he told me he would send me a new hard drive.

So today the hard drive arrived I opened it up and looked at the seal on the static bag, there in great big letters was the word REFURBISHED. Now I don't want to sound like a diva, but I paid for a brand new "functioning" computer, not a broken one, and not a refurbished model. I called Ronnie right away and left him a message telling him so.

So here I am waiting to hear back from my customer service rep and wondering how much poor quality is acceptable. I don't remember in the product description reading "lots of RAM, big hard drive, oh yeah and may or may not work. Also in addition to the exorbitant amount of money you must plunk over for this computer you will also be required to spend large amounts of time on the phone, fixing the problems that you didn't know you ordered." I feel like I am being held hostage by Dell, while they slowly suck the life out of me. Yes they are working with me, and they are trying (although not succeeding) to fix the problem, but why is it acceptable that there is a problem to begin with. Why can't they just say, "we're sorry we sold you a lemon, here's your money back, we won't waste your time anymore." Why do I have to pay for their mistake, or I guess it was my mistake when I bought from them in the first place. Either way me and the other consumers who are in the same boat lose, and our only consolation is being able to whine about on our blogs. *Kicking and pounding fists* Its just not fair!

9 comments:

Morning Glory said...

You're absolutely right! I don't know why they don't just have you mail the whole thing back (at their expense) and refund your money.

koster family said...

Responding to your comment on my blog...I didn't know the zoo was opened yet, we would LOVE to go. This weekend is suppose to not be very nice, maybe the next one? Grayson will go anywhere in his stroller. Can't wait to hang out soon.
Bri

Conder Family said...

I would be furious....actually I am furious and so is Stevey. I can not believe they sent you a REFURBISHED hard drive. Maybe they will send you a new system and once you receive it they can send you a call tag to pick-up and ship your defective unit back! Stevey also recommends you talk to a sales rep about getting what you paid for...the techs are limited in what they can do for you. Good Luck!

Sara said...

What a nightmare! Maybe you should threaten "better business bureau" on them?!? (Of course threats would be the last resort). :)

The first computer Todd and I bought when we were first married was a Dell and we loved it. Of course, we used customer service A LOT, but it was great...but that was 7-years ago. Now I'm sure they've outsourced all their customer service sites to somewhere overseas...the place shall remain nameless, but you know what I'm talking about.

Good luck!

Leslie said...

I'm not sure how I happened upon your blog...but reading this post just made me feel so frustrated for you! I have heard of similar problems with a friend of mine at Best Buy...it took them 6 months to get the situation resolved. I think you should call your credit card company and explain what has happened to them...maybe they can get your money back and you can send the defective machine back to Dell...

Oh...and you're not being a diva...getting a reconditioned hard drive to replace something you bought new and didn't work is totally stinky of Dell.

mistieleigh said...

Sigh... i totally feel your pain. i hate customer service!! I hate waiting on hold for 30 + minutes to get people who dont know much. I would be so mad if i were you. I am sorry!! I have had too many bad phone experineces like yours. All i can say, is i feel you pain!

jd said...

That officially sucks! I love gadgets when they work and hate them when they don't. I would love to send them a check with "refurbished" written on the outside of the envelope.

Does it kinda make you want to chant
MAC MAC MAC?

jennyonthespot said...

All I needed to read was "Dell"... and I knew.... I knew...

I am so sorry and truly hope this issues gets resolved quickly and Dell decides to go over-the-top to fix it right this time.

Candace E. Salima said...

Nichole, if your laptop is still under warranty, demand they refund your money in full and buy a Toshiba. They have the best rated laptops out there right now. I'm pretty happy with mine. Now I need to go find some wood to knock on. Good luck.