but I’m a little confused. I saw a button on the Dell site that said “Unresolved Issues”. On the main page, no less. That’s a sad commentary on their service problems if they have to put a prominent button right on the main page for resolving them.
Anyway, the email I got was short, and to the point (I’ve redacted this a little):
Hello,
My name is XXXX and I am with the Resolution Expert Center here at Dell, Inc. Thank you for contacting our e-mail support team regarding your unresolved issue. I have received your issue and will be taking ownership of it from this point forward. I am sorry that the service tech did not come to you’re home and do the repair, however I feel this is not a reflection on Dell. What I am prepared to do to make the unresolved issue right by you as a customer is to give you a system exchange, and a 725 all in one printer. You’re DPS number for the exchange is 0XXXXXXX6. When you get you’re system exchange put you’re old one in the box the one I am sending to you comes in and ship it back to Dell. System Exchanges ship in 5-15 business days. Please reply back and let me know you have you’re system exchange.
Thank You
I don’t know there, XXXXX, old buddy. Dell sold me the service contract as part of the system purchase on the Dell website, branded it as Dell service for 2 years, and now wants to disclaim it when it didn’t work because of a bad third party technician? I’m sorry, but I’ll have to disagree with you there and say that it does reflect on Dell, on many, possibly too many, levels. Certainly more subtly than your training may lead you to believe.
You say you want to do right by making a system exchange. Does that mean I have to start from scratch and reload all my stuff? I’d rather have the inconvenience of just the simple repair. I’m not trying to score something here, I just want to get the service I paid for, sans hassle.
And what’s the deal with the 725 all-in-one printer? Again, not something that addresses my issues, just a pot-sweetener for the uninformed, I guess.
*Sigh*