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Journey
Guest
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 Posted: Fri May 25, 2007 11:29 pm Post subject: Interesting Customer Service Experience |
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I called to extend my laptop warranty from 2 to 3 years because I like
it a lot and plan on keeping it at least that long.
I was transferred to one area first, I believe it was Customer
Service. They had to transfer me to another area which is for
warranty sales.
I received terrible service from the warranty sales area.
In addition to overall bluntness and a poor attitude, he gave me
incorrect information:
- The first date he gave me for the extension date was 2005. I had
to ask him where 2005 came from, because I bought the laptop in 2007,
and a warranty extension would have a date into the future.
- Then he said it would cost over $560 to extend my warranty. I said
that it didn't seem right and asked the end date. He said it was
2012.
- Then he asked what level of service I wanted -- next day at site,
or some other ones. I asked him if there is a cheaper one in which I
could mail it in. He said no. I asked if they ever had that. He
said yes. I asked when that stopped being offered. He said last
week.
I asked for his supervisor, who he said is unavailable.
There is more to it. I chalked it up to a very small "Dell Hell"
experience (this is nothing compared to what I have had in the past).
I was going to follow up next week and file a complaint against this
person, who didn't want to identify himself, but I did get a name and
direct extension.
OK HERE IS THE AMAZING PART
The Dell customer service person who transferred me to warranty sales
had stayed on the line and heard the entire conversation!
He called me back while I was on the phone and left a message
apologizing for the poor service and that he and his manager will
follow up on it. In his message he even said something about him
probably being terminated.
A bad experience was turned into a good experience.
I still don't know what the warranty extension will cost -- I'll do
that on Monday. |
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Journey
Guest
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| Posted: Sat May 26, 2007 12:28 pm Post subject: Re: Interesting Customer Service Experience |
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On Fri, 25 May 2007 21:26:42 -0700, "Kevin" <webman6@hotmail.com>
wrote:
| Quote: | Dell gets slammed, and sometimes very rightly so, for poor customer service.
But, if you really want a truly awful experience, just order a camera from
one of those companies in New York, I think you all know which one I mean,
and you will have memories to last a life time.
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Case in point, camera supplier from New York. If anyone wants a
reality check horror story, this is a must read:
http://www.epinions.com/pr-Online_Stores_Services-WAWA_Digital
They went by many different names, and even put up fake opinion rating
sites pointing to their "business".
This was *my* reality check, and fortunately I cancelled my credit
card in time after doing some post-purchase research. |
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Journey
Guest
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| Posted: Sat May 26, 2007 12:34 pm Post subject: Re: Interesting Customer Service Experience |
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On Fri, 25 May 2007 23:55:58 -0500, RnR <rnrtexas@gmail.com> wrote:
| Quote: | On Fri, 25 May 2007 22:06:26 -0500, Journey <rainbow@oasis.com> wrote:
On Fri, 25 May 2007 21:45:39 -0500, RnR <rnrtexas@gmail.com> wrote:
Personally I don't recommend them in "most" cases. For myself, I
won't buy them and consider the money spent on them to be put in
savings toward the next one. I'm willing to take the risk.
I am just wondering -- do you know what a laptop repair costs? I
don't know. Say that the display is loose and flops back and forth,
but you don't have the technical savvy to fix it and want to send it
in. I have no idea what it would cost.
Once I had to have a motherboard replaced. I guess at that point, if
it's outside of warranty, the laptop is a total loss.
No Journey I don't nor care because I won't repair it (pay for it).
I've seen the cost of extended warrantees in the past and didn't think
it was worth it to me. I consider the laptop disposable if it comes
to that.
|
Yes -- extended warranties are expensive indeed. With Dell, at least
they give a refund on the warranty. I did that with the XPS 410
desktop (not sure if I mentioned that already). I actually got more
of a refund ($153) than what I paid for it at the outlet store ($100),
but I wasn't about to get all honest about it and create a Dell Hell
experience waiting on the phone for hours while they try to determine
how to refund me $53 less. |
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Journey
Guest
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| Posted: Sat May 26, 2007 12:43 pm Post subject: Re: Interesting Customer Service Experience |
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On Fri, 25 May 2007 23:52:54 -0400, Ben Myers
<ben_myers_spam_me_not@charter.net> wrote:
| Quote: | Pricing and quality for laptop repairs are all over the map.
If the warranty has expired, out-of-warranty service provided by the vendor (or
its surrogate service provider) is normally ridiculously high in price, to
encourage you to buy a replacement computer.
Post warranty service from a Dell-certified dealer can also be high priced.
Post warranty service from an independent service provider is generally least
expensive, but the quality can range from superb to the worst.
But then, even a Dell affiliate can bungle a job using poorly trained personnel.
Cost of parts is also a factor. New parts cost more and are generally harder
to find for older models. Used but servicable parts may be just right. The
part that needs to be replaced is important. LCD screens are pretty costly. So
are motherboards. Plastic to replace cracked parts is generally not expensive.
Replacement hinges for an LCD screen are inexpensive, but the job to replace
them is tedious, so expensive. Hard drives are commodity items, so they are
relatively cheap. Data recovery from an almost failed hard drive is expensive,
and generally not covered by any manufacturer's warranty. CD/DVD drives often
have custom bezels which drive up the price. miniPCI wifi cards are
inexpensive. Resoldering a broken power connector back onto a motherboard is
advertised in a lot of places for around $100. This is something I will not
do, as I have neither tools nor expertise to solder a motherboard properly.
That's sort of what I have learned from being a non-certified service person
willing to tackle any brand of notebook as long as some sort of sketchy info is
available for disassembly... Ben Myers
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Thank you Ben -- another keeper for my archives (stored in Info Select
-- www.miclog.com and therefore instantly retrievable).
I may just keep my 2 year warranty and not extend a 3rd because it's
too much trouble.
(by the way, the video card with the loud fan will get to you
eventually, I just haven't gotten around to sending it yet). |
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RnR
Guest
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| Posted: Sat May 26, 2007 2:28 pm Post subject: Re: Interesting Customer Service Experience |
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On Sat, 26 May 2007 02:28:00 -0500, Journey <rainbow@oasis.com> wrote:
| Quote: | On Fri, 25 May 2007 21:26:42 -0700, "Kevin" <webman6@hotmail.com
wrote:
Dell gets slammed, and sometimes very rightly so, for poor customer service.
But, if you really want a truly awful experience, just order a camera from
one of those companies in New York, I think you all know which one I mean,
and you will have memories to last a life time.
Case in point, camera supplier from New York. If anyone wants a
reality check horror story, this is a must read:
http://www.epinions.com/pr-Online_Stores_Services-WAWA_Digital
They went by many different names, and even put up fake opinion rating
sites pointing to their "business".
This was *my* reality check, and fortunately I cancelled my credit
card in time after doing some post-purchase research.
|
I didn't read the link but have heard of some NY horror stories too
concerning cameras but there are 1 or 2 legit / good ones there such
as B&H that comes to mind. I bought from B&H years ago and they were
straight up and I would have no problem dealing with them again. I
feel sorry for them tho; they keep sending me these huge catalogs
(real nice I might add) of their camera and camera related gear and
I'm not in the market for cameras. I hate to see them waste their
postage on me. |
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RnR
Guest
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| Posted: Sat May 26, 2007 2:29 pm Post subject: Re: Interesting Customer Service Experience |
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On Sat, 26 May 2007 02:34:50 -0500, Journey <rainbow@oasis.com> wrote:
| Quote: | On Fri, 25 May 2007 23:55:58 -0500, RnR <rnrtexas@gmail.com> wrote:
On Fri, 25 May 2007 22:06:26 -0500, Journey <rainbow@oasis.com> wrote:
On Fri, 25 May 2007 21:45:39 -0500, RnR <rnrtexas@gmail.com> wrote:
Personally I don't recommend them in "most" cases. For myself, I
won't buy them and consider the money spent on them to be put in
savings toward the next one. I'm willing to take the risk.
I am just wondering -- do you know what a laptop repair costs? I
don't know. Say that the display is loose and flops back and forth,
but you don't have the technical savvy to fix it and want to send it
in. I have no idea what it would cost.
Once I had to have a motherboard replaced. I guess at that point, if
it's outside of warranty, the laptop is a total loss.
No Journey I don't nor care because I won't repair it (pay for it).
I've seen the cost of extended warrantees in the past and didn't think
it was worth it to me. I consider the laptop disposable if it comes
to that.
Yes -- extended warranties are expensive indeed. With Dell, at least
they give a refund on the warranty. I did that with the XPS 410
desktop (not sure if I mentioned that already). I actually got more
of a refund ($153) than what I paid for it at the outlet store ($100),
but I wasn't about to get all honest about it and create a Dell Hell
experience waiting on the phone for hours while they try to determine
how to refund me $53 less.
|
I understand. It would probably cost you $53.00 in aggrevation or
stress anyway trying <g>. |
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Woody Dawson
Guest
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| Posted: Sat May 26, 2007 2:29 pm Post subject: Re: Interesting Customer Service Experience |
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"Journey" <rainbow@oasis.com> wrote in message
news:t8re53do4vd2d1ddfpap9k32fnoad7p7o7@4ax.com...
| Quote: | I called to extend my laptop warranty from 2 to 3 years because I like
it a lot and plan on keeping it at least that long.
I was transferred to one area first, I believe it was Customer
Service. They had to transfer me to another area which is for
warranty sales.
I received terrible service from the warranty sales area.
In addition to overall bluntness and a poor attitude, he gave me
incorrect information:
- The first date he gave me for the extension date was 2005. I had
to ask him where 2005 came from, because I bought the laptop in 2007,
and a warranty extension would have a date into the future.
- Then he said it would cost over $560 to extend my warranty. I said
that it didn't seem right and asked the end date. He said it was
2012.
- Then he asked what level of service I wanted -- next day at site,
or some other ones. I asked him if there is a cheaper one in which I
could mail it in. He said no. I asked if they ever had that. He
said yes. I asked when that stopped being offered. He said last
week.
I asked for his supervisor, who he said is unavailable.
There is more to it. I chalked it up to a very small "Dell Hell"
experience (this is nothing compared to what I have had in the past).
I was going to follow up next week and file a complaint against this
person, who didn't want to identify himself, but I did get a name and
direct extension.
OK HERE IS THE AMAZING PART
The Dell customer service person who transferred me to warranty sales
had stayed on the line and heard the entire conversation!
He called me back while I was on the phone and left a message
apologizing for the poor service and that he and his manager will
follow up on it. In his message he even said something about him
probably being terminated.
A bad experience was turned into a good experience.
I still don't know what the warranty extension will cost -- I'll do
that on Monday.
|
And your point is ???? |
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