Despite the hundreds of millions spent by Dell to turn around customer service they are , if anything, going backwards... have a read of this story on Consumerist.com
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Nobody at Dell can help Kevin return two broken hard drives. Kevin's Seagate 320GB FreeAgent drive refuses to power on, and his 160GB Western Digital won't boot. Kevin sent Dell a note after wrangling with eleven CSRs over five hours:
I called tonight due to 2 harddrives I purchased 26 days ago. Both drives have completely failed. One is knocking and the other won't power on at all. I called Dell and have been transferred to 11 people and 3 different calls:
1st Call - 48 Minutes (Disconnected during transfer)
2nd Call - 91 Minutes (Disconnected trying to transfer me)
3rd Call: 138 Minutes - Disconnected during transfer.
I am fed up and it is absolutely ridiculous. They have no idea what department to send me to. So far I have talked to:
"Customer Care"
"Dell Care"
"Business Sales"
"Hardware support"
"Desktop Support"
"Technical Support"
I have 4 different case numbers they have assigned me and still nothing to show for it. They can't even tell me who I need to talk to or what I need to do to get the parts replaced. I have spent close to $240.00 and wasted hours of my time away from my family trying to repair this issue.
The original hard drive I ordered is an external drive that I was able to connect and move all of my data to... Then it just wouldn't power on. Tried multiple power outlets, will not power up. I have lost all of my data there.
Then I purchased an internal drive, I have had it less than a month and it is knocking and won't boot. I am very dissatisfied and the award winning customer care has to be the farthest from the truth.
Case #: 1734xxx82
Order Numbers:
718xxx24 - 160GB
710xxx785 - 320GB
The note didn't get Dell's attention, but a complaint to the Better Business Bureau did. A Dell representative called Kevin to arrange the returns:
BUT!!!! 30 minutes into the call as she is taking my address info and giving her apologetic speech...Oh wait! I'm sorry Mr. Hatfield but we can't replace these. Have a nice day.
Hopefully one of Dell's damage control ninjas can explain exactly which Dell department, if any, is responsible for handling busted hard drives.
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So all I can say is way to go Dell! You make my job of trashing your company so much easier.. and you are so deserving of it that it is a pleasure!
dell
dellhell
1 comment:
I understand people have problems with companies and the way they handled it wasnt the best but are you guys serious?....Never heard of manufactures warranties..If a company usually sells something that isnt made by there company unless its like a solid computer itself.. its covered by the manufacturer last time I checked dell didnt make seagate hard drives...Do your reasearch you gotta call seagate.
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