When I first contacted Dell about the defective brand-new laptop I had just recieved, it was the Dell chat support. My problem was a misaligned spring in the J key of the keyboard.
The first tech (not listening to the problem) wanted me to give him remote access to fix this hardware problem. Without making it at all clear that he wanted me to go to a certain web site, he then proceeded to tell me which tabs to select. I went offline at that point. Seeking a different tech, I went back to the Dell chat support. After giving a full paragraph explaining the problem, the tech (again not paying attention) asked me to explain the problem - which I had already fully done. I went offline and came back on looking for a tech who would pay attention. The next tech advised me to pull the keyboard off, take a picture, and email it to him. Now I was wondering how Dell trains its technitions. - Eventually I got someone who was paying attention and dispatched a new keyboard to me.
When the keyboard arrived there was a lot of confusion about how the keyboard would be replaced. Finally it was decided that Dell would dispatch a technition to replace it for me. When he came, he blew out the mother board and the battery - while he put the battery back in (perhaps he was not grounded or he pinched a wire). He called Dell and they said they would send a new laptop in 2 to 4 weeks.
#1) This means that I will have to spend another two days (which I don't have) re-loading the programs that can be reloaded and calling the software manufacturers of programs that were downloaded, and re-purchasing those that will not give me new registration codes. It also means that I will have to miss several deadlines of projects that I need to complete - because of the wait period while Dell puts me at the end of the assembly line que. (But it does give me time to write emails like this one to Dell).
#2) This creates a lot of ill feelings that I now have toward Dell which mentions "customer service" in it's emails and web page. If it HAD any sense of customer service - Dell would have a system in which cases like mine could be put at the front of the assembly line que - a new laptop built immediately and Next-day air to me. If it HAD any sense of customer service - Dell might even try to eliminate some of the ill will they have created through this by offering some gesture of compensation for the trouble all of this has caused me.
FYI - My son-in-law is a trainer for the Apple computer phone tech support. Apple now uses the example of how Dell has treated me in their training of technitions. They want their phone technitions to know what customer service is by showing Dell's very poor customer service to me. It all starts by actively listening to the client.
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