By Lea Thompson
Subject Dell Not Honoring Service Contract - 2007
I am a software developer in the State of Washington and here’s my story:
I purchased a computer for my father-in-law (Pete) and paid to have a technician setup the system at his house in California. He is 70 and hard of hearing. The computer being replaced is his main contact point with friends and family.
The sub-contractor for Dell was SMC communications-PC who sent a technician named Vince Adar to set up Pete’s new computer.
The hardware arrived on schedule.
The technician phoned and set up an installation date for Saturday 3/11.
March 11 technician simply did not show up and there was no answer to repeated phone calls to SMC communications-PC.
March 12th technician phones and attempts to reschedule for Monday the 12th and
Is told that this date will not work. Technician shows up late Sunday afternoon to set up the PC.
Pete immediately has problems but is unable to reach anyone at SMC communications-PC. As before his phone calls are not answered.
In desperation he phones me in Washington State on Friday 3/16 for help.
I phone Dell in an attempt to report the problem and am sucked into the black hole of a hideously programmed phone system where I am disconnected twice. On my third attempt I out waited the system and was finally offered the option of speaking to a real person. I selected this option and was informed, after 20 minutes of button pushing and dropped connections, that the customer service center was closed. Please try again tomorrow or use dellcustomerservice.com.
So then I sent a copy of what you have just read to Dell’s customer service. I included the contract information and how to contact my father-in-law. I requested that they respond immediately by sending a qualified technician to his house.
The email was sent 4 days ago and neither he nor I have heard a word from Dell.
I will personally never buy another Dell and recommend that anyone looking to invest take the time to find a company that honors its service agreements..
Lea Thompson
IT Professional
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