My laptop has developed a smattering of bad pixels, so I used Dell’s online form to request a service call a couple of weeks ago. Today, I wrote Dell back, after having received a service survey about the quality of my service. This was my response:
I am extremely dissatisfied with the “service” that was ultimately not performed on my system. I received a call from a BankTec service technician who told me he could only service my system between the hours of 11 AM and 2 PM.
I work nights. Those hours are the logical equivalent of telling someone on a day schedule that they can only service you between 1 and 4 AM. I explained to the service technician, at length, that those hours were not good for me, and I needed either first AM service or late afternoon service. What I got in return from the technician was a 20 minute explanation of why he could not possibly help me outside of his 11 AM – 2 PM timeframe.
I worked in computer service for IBM for almost 15 years, and I know arrant nonsense when I hear it. It might inconvenience the technician somewhat, but I don’t think my request was that unreasonable , given my schedule. In my time as a customer engineer at IBM, it was my job to service customers on their schedule, at their convenience, and if it inconvenienced me, well, that went with the job.
This “service guy” clearly had no idea of the meaning of the word ‘service’. He flat out told me that if I couldn’t rearrange my schedule to accomodate him, he would have to close the service call as completed and return the parts. Apparently, he did so, since I last night received an email asking me to take a service survey regarding my recent ‘service’ from BancTec. I’ll leave it to you to imagine what my answers were.
Will Dell refund me the money I spent on this service contract?
Phil Jern.
P.S. Over the years, I have spent a considerable sum on Dell equipment through my businesses and encouraging others to do so. I will not be doing that any more, either.
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