Synopsis of Email sent to Dell Customer Support and log of my interactions with Dell and their warranty service providers.
Sorry if company names are spelled incorrectly.
Case 6177xxxxx
Dispatch 1065xxxxx
Express Code 20933xxxxx
Service Tag DCZxxxx
Customer Name: xxxxxxxxx xxxxxxx
Phone numbers give to Support during each contact
Home 209-xxx-xxxx
Cell 209-xxx-xxxx
Work 209-xxx-xxxx (Monday, Tuesday and Thursday only) 8 am to 4 pm
(they have phone numbers that are not even close to mine in my file for this incident and I have to keep correcting with Dell)
On 8/16 I contacted Dell Support Chat regarding my laptop, it was not charging and had no power from ac power supply and one usb port was not functioning. I also ordered a battery (which has been received). It was determined that I needed a new power supply and motherboard for computer and replacement disks as I cannot find mine (all covered under my expensive Customer Care next business day service warranty. I was told by Technician Agent that I would get a call from the warranty repair company within 2 days (by Tuesday) to schedule the repairs and that the parts needed would be sent to the company that would make the repairs.
Well two days came and went and no call was received. I gave it an extra day (Wednesday) and called on Thursday 8/21 at 8:45 am, at that time I was told by agent xxxxx (name should have been a clue that this was not going anywhere), that someone would call me within 2 hours. There also was some confusion about where the parts needed would be sent, he said to me and the previous agent said to the service company. No call was ever received from the service company so I called at 1:15 to speak to Technical Support again and after waiting on hold for 20 minutes my call was dropped. I then responded to the ownership email stating I had still not heard from the service technician company, requested the contact information for the company.
I have received no response to the email.
I called Dell upon returning home and was told to call QualxServ, which I did this morning. Xxxxx at QualxServ has no record of my dispatch order or phone number in records, they know nothing about my service call. I tried to contact Dell Customer Service but was again transferred to Tech Support and placed on hold waiting for a technician while on hold I then contacted Dell again using chat and was connected to Dell Agent (x) who asked if I had gotten the parts, I told him I was told the parts were to be sent to the company doing the repairs. I explained all the prior contacts with Dell and the results of my call to Qualxserv. I requested the name of the company they sent the dispatch to and phone number so I could contact them directly, I was not give the information I requested. I had a number of other questions which went unanswered also. As follows:
me: "Why do you not know to whom the repair service was assigned? Where did you send the parts? Why has it taken so long for the information to be sent to a service provider? When was it sent?"
Agent (x): "to me, the dispatch was created on 16th of this month
Me: "I know when it was created, when was it sent and to who?"
Agent (x): "to me, I have consulted my manager about this issue
Agent (x): "We will call up Bantech and confirm it."
Agent (x): "Please stay online for 3 minutes
Me: "fine
Me: "Agent x Please provide a phone number for Dell Customer Service where I can speak to a agent and discuss my dissatisfaction with this issue. The quality of Dells repair and warranty service is not good and I want to discuss this with someone outside of technical support. Every time i try to call Customer Service I am routed to Technical Support Also I want the number to call for Bantech in case I do not get a call
System: Thank You. Your Dell Chat Session has ended.
So I was dropped by chat after being told by the Agent to wait for him, with no resolution or questions answered.
I then received a call from Xxxx at Syntechs to schedule the appointment, she wanted to know if I had the parts, No they were to be sent to the repair person. She checks and the parts were sent to Bantech in Rancho Cordova, Ca and her company got the dispatch for the repair. She was to contact Banteck and try and figure the problem out and would get back to me.
I called Syntechs at 1 pm today and Xxxx is at lunch, she did email Bantech but has not receive a response per another agent. Still waiting for response, but now parts are with one company and another company was give the dispatch.
I have been on hold with customer service for 15 minutes and my call was dropped again.
I would like to speak to someone who can actually resolve this issue resolved and my computer fixed and I want the phone number for a customer service representative in the United States please.
Called customer service again went through the whole issue again and was then transferred again to technical support. I want to speak to a customer service person regarding my dissatisfaction with the whole process. Additionally feel I have been given less that quality service in regards to the next business day warranty I understood I purchased. Nothing has happened as I have been told it would, it is now 6 days from original contact and I am sitting on the phone again with technical support and I feel like I have been given the runaround from the get go. I want a refund of a portion of the money I paid for the battery for the laptop to compensate me for the inconvenience caused by your company's poor customer service, technical support and warranty repairs.
Call me numbers are listed at the top of this email
8/22/08
Another Dell Agent at tech support called Bantech and I was advised to call them directly. Banteck has all parts, power supply, motherboard and disks and would be doing the repair I verified this with the agent
He said they (Bantech) have lots of work and not enought people.
I said so basically my warranty is useless as to next day service and he said yes.
He also said that my service call would be expedited to the top of the list due to time it has taken to get a response from Bantech.
I am to call him directly if this issue is not resolved or if further problems arise
Called Banteck
Spoke to Agent B
They hire out to Syntex, have to get parts to Syntex, but they do not have the parts, some technician may have picked up my parts by mistake, but does not know who. He is calling Syntex, now he his going to connect me to Syntex. Could not conference me with Syntex.
Xxxx from Syntex called while I was on phone with Bantech-She is trying to find out who has the parts, who is going to do repairs etc. I have to just sit and wait for someone to figure this out.
Called Dell Agent who gave me his extension back and left message that parts cannot be found by Bantech they do not have etc.
My online support history and status shows next business day from when? Next year?
I still have 871 days left on my warranty
Total Time on phone today 5 hours.
Apple/Mac is looking better and better
Berrymom
strawberry, California
U.S.A.
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