On March 4, 2004 I contacted Dell's Tech support about an issue I'm having with my Dell Axim X5, which I purchesed from Dell in late Oct of 2003.
A tech named Rahul-DTC36286 reposonded to my request and told me he was sending out a replaced Axim X5.
On March 5, 2004 I checked the service status page and noticed two things. First the address they were sending the replacement to was my old address and the other thing was that Dell was sending me an Axim X3, not an X5.
I replied back explaining to Rahul-DTC36286 that my address had changed in Jan and that even though I had filled out the change of address form and submitted it to Dell the website was still showing my old address.
I didn't hear anything back until March 8th, when Simon-DTC20338 replied back and said he fixed the dispatch and I'd be receiving the correct part. I then got a second email from Simon-DTC20338 stating he had canceled my service request and opened a new one to send me a new memory card.
My service request had nothing to do with a bad memory card. I emailed Simon-DTC20338 back and informed him that he wasn't reading my information because I didn't have any memory card issues.
I then got an email back from Simon-DTC20338 saying he made yet another correction changing it from a memory card to an Axim X5. He also stated he correctecd my shipping and billing addresses.
A little later UPS came to my home with a package from Dell, which turned out to be the wrong part so I sent it back.
On March 9th I checked the status of my new Service request and it was listed as "canceled". I contacted Dell support and asked them if this would be a problem. Shelly-DTC367607 replied and said it was in fact canceled and that she had went ahead and recreated it. I waited a couple of hours and then checked the status. The status showed it had been recreated but sent to the wrong address. I contacted Dell again and Aaron-DTC430827 replied back and send he recreated it yet again.
At this point I wanted to speak to a manager. I called into tech support and spoke to a manager named Francess. He promised me my replacement parts would be at my home in 48 hours. Of course, the replacement parts were not at my home within 48 hours. Francess also said he corrected my billing and shipping addresses but when I went back to check them I found he had put in the wrong phone number and misspelled the city.
Today, March 11th, 8 days after I opened the first service request with Dell I still do not have the replacement parts and my address is still screwed up. Looking at Dell's order tracking page it looks like the parts were shipped yesterday, but they were shipped to the incorrect address.
My warrenty states I have next day service.
Since my address is still not correct and I have no idea if I'll ever get my replacement part I contacted Dell's Customer Care today requesting to speak with a manager. I was told one would call me back, I haven't heard anything from Dell since.
Now that's an obscenely aggrevating situation you have. I don't this contacting the BBB will be any help on this. My only suggestion is to contact the supervisor again and stress in a firm but polite voice that enough time has been wasted on this and you want what you paid for. If you do not get it in the time specified, call again, ask for their supervisor(they always have one) and explain the situation to that person. At the very least, someone will get a huge reprimand.
Well, since Mr. Klaatu was so helpfull with his little cartoon :crooked: , I would say "Yes" - I would report it to the BBB.
Sure Dell is not the best, we all know that. But at this rate you have e-mailed or talked with half a dozen people at best.
I would start with the Maryland BBB and see if they will handle it, or if you need to go. The BBB web site has a on-line complaint area, so check it out and good luck!!
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"For more than 20 years, the terrorist threat gathered, and America's response across several administrations of both parties was insufficient."
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do NOT use email support from dell...it is extremely inefficient for multiple reasons (several of which you have mentioned already)...
i had three separate issues to resolve with support, and i decided to handle one of them strictly through email as an experiment...guess which one is not yet resolved...
the last message i got was an autoreply stating that my rep is going on medical leave...probably checking into the nuthouse after having to work next to Nancy Numbskull for 6 consecutive months...
both calls made to customer support were over in 10 minutes flat, and both resulted in a fedex delivery replacing the trouble item within 48 hours...good luck...
If I have a problem, I always call Dell direct, and 90% of the time it is resolved either the first or second call. I once tried email, and got no where. I do find that phone support has gone down hill since the move to India!
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Axim X3i
1GB KingMax 60X SD Card
512mb Kingston SD Card
256mb Lexar SD Card
MemMaid
Handy Launcher
Handy Menu
WisBar Advanced
Today Plus
DotPocket
PIEPlus
Agenda Fusion
BoxWave "ClearTouch"
RhinoSkin case
Piel Frama Black case
solution = order all equipment through the 'business' section of the website...
if your order through 'home' you get tech support in india...if you order through the business links instead (who cares if you don't have a business, make up a name), sometimes you get cheaper prices...and you always get better tech support
every time i've called i've been patched through to a good ol' boy down in austin...
Originally posted by patrickindallas in the future...and when all else fails ------>>>>>:cheers:
go on a bender!
Works for me.:)
BTW, you may find this site to be amusing. http://www.drunkard.com/
Fans of AA, please be aware that going to this site requires a sense of humor.
Brian
The BBB has Dell listed as a member. You can file a complaint online. Also check out any other business or charity that you might want to do business with.
i was houston born and raised, and i am glad to see someone carrying the torch for me!...
just to keep the thread topical, i'm still waiting for my customer service rep to come back from medical loa...if you're listening, hope the surgery went well!
The first one went to my old address and was accepted by the new people that live there. I had to talk Airborne into going back there and getting the package back for me so I could go and pick it up from the Airborne office.
Once I picked it up it didn't take long to figure out that the D-pad wasn't working correctly.
The other X5 showed up at my house. I loaded it up with a restore from my current X5 and it has the worst noise coming from the screen that I've ever heard. It gave me a headace after 15 minutes of use.
So, out of the 3, the one I'm trying to get repaired works the best. Tonight I'll have to package up the 2 replacements and send them back.
Originally from Socal, moved to Houston in 95. I hated it here at first(the humidity almost killed me), but it is growing on me. Plus, the cost of living in Southern California is so out of control I would have to either have a 300% salary increase or sell off my children to have the lifestyle we enjoy in Houston.
Patrick: I used to drink down at that Rock Bottom brewery down on Richmond, but they closed it, now I usually hit Sam's Boat, they've opened one up in Northwest Houston off of 1960, and that is somewhat close to where I live. For Guinness(I favor any dark brew) I go to a pub that is fairly close to my house.
Klaatu: You must have quite a drive to work!:)
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