As an environmentalist I am pro recycling BUT what is happening to the service back up for re-cycled products. Here is my experience - I hope it is not yours..............
Email response to email from Dell:
Dear Dell Hardware Warranty Support,
I am not sure what you mean by " resolve the issue you had with your system"
It isn't yet resolved.
And for the record - I do not believe that sending out a blank hard drive with a bunch of program discs with no instructions on what to do with them constitutes a good customer service package.
Coupled with this the fact that Dell do not ship out the drivers but expect you to download them from the web - the nice lady on the telephone gave me a list of drivers that I would need:
System and config utilities
2 chipset drivers
A video driver
An audio driver
An input device driver
And finally 2 network drivers
She did of course mention that I would have to download these using ANOTHER computer since of course mine would not have the drivers to be able to connect and perform the download.
What on earth are you guys thinking?
Just because you stopped shipping the computer model a year or so ago didn't stop you selling it and selling it again as a re-furb and selling a support package on top of that. And it certainly did not make you unable to do something as simple as burning a driver disc.
Please stop and think about this.
You need to look at what the customer experience is and - well change it.
My computer is still off line since the system came loaded with Microsoft office 2003 when delivered, and now we are waiting for someone to try to find the copy that came with this system.
I will let you know when my computer is up and running so you can benchmark the effectiveness of the 24 hour service experience.
Kind regards,
John Burke.
-----Original Message-----
From: US_ACS_Team_1@dell.com [mailto:US_ACS_Team_1@dell.com]
Sent: Friday, October 27, 2006 11:03 AM
To: John Burke
Subject: Dell Inc. Case #
Dear JOHN BURKE,
Thank you for contacting Dell Hardware Warranty Support. It was a pleasure working with you to resolve the issue you had with your system.
The following information relates to your recent call.
Case #
If you need further assistance with case #147196836, you may contact Dell via chat, email or telephone.
If you choose to use email, please reply to this email, and include the following information in the body of the email:
1. Preferred method of contact (phone or e-mail)
2. Best time to reach you
3. Include phone number if phone is preferred method of contact
If you choose to telephone Dell, call 1-800-822-8965, Option 1, enter the extension 7240444 when prompted, and provide the agent your Case #.
For all new issues, please email Dell Hardware Warranty Support from the following web page http://support.dell.com or by calling 1-800-822-8965.
Respectfully,
Customer Experience: How am I doing? I am constantly striving to improve my service. If there is anything I can do to help improve your experience, please don't hesitate to let me know by contacting my manager via email using the instructions above.
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