At this point, nothing was working for me. I was getting the classic run around, being passed from Dell employee to Dell employee (see others with similar Dell experiences) and no one was seeing my point, which is:
I didn't spill anything on my computer. The problems that I am having were there from the day I received the computer in the mail from Dell, and that the original owner returned the notebook because of the display, and that any water damage occurred before I took possession of the computer. THEREFORE, Dell should fix any damage to the computer they sold me at their expense.By this time I had done a lot of research on Dell, Dell Customer Service, how to work with customer service, Others who had issues with Dell Customer Service, etc, etc, etc. One thing I had read was that using Dell's Chat support feature was a good idea, because you had a record of the conversation.
I got on Dells Chat website and had a conversation with "RTS Marleshia K." See text at bottom of this post. (Sorry, you have to scroll way down the page to see the chat record that was emailed to me by Dell, I don't know how to fix this).
The part of the chat that made it worth while was when Marleshia stated ""Being that a spill occurred on the system, before you got it. And if you don't have CompleteCare on the system, it's not covered."
I responded, "I don't understand. A spill occurred on the system before I got it, BUT you are requiring me to pay to have it fixed? I think Dell had better re-think that position."
I was forwarded to the "Resolution Expert Center" and would be contacted by email on Monday, 7/2/2007 at 11:46 AM. I finally felt like I was getting somewhere.
During my chat, Joseph called me back, again he said I had to pay to get my laptop fixed. I told him to send me pictures (I have never gotten any pictures).
This is an automated email sent from Dell Chat. The following information is a log of your session. Please save the log for your records. Your session ID for this incident is 1207407x. | ||
Time | Details | |
|---|---|---|
| 06/29/2007 02:17:06PM | Session Started with Agent (RTS Marleshia K) | |
| 06/29/2007 02:17:17PM | Agent (RTS Marleshia K): "Thank you for patiently waiting. You have reached Dell Hardware Warranty Chat Support. My name is Marleisha and I will be assisting you today. In order for me to help you, can you provide details about the issue you’re having?" | |
| 06/29/2007 02:19:22PM | Wayne xxx: "I sent my laptop into Dell to have the display replaced under warranty. I recieved a call stating there was water damage to the systemboard and it wasn't covered under warranty. I have never spilled any liquid on my laptop. The laptop was ordered off t" | |
| he Dell Outlet and was previously owned. I suspect that the previous owner may have caused the damage to the laptop. | ||
| 06/29/2007 02:20:16PM | Agent (RTS Marleshia K): "Wayne is this a new issue, or have you contacted Dell on this issue before? (If you have contacted us before on this issue, please provide the case number)." | |
| 06/29/2007 02:20:50PM | Wayne xxx: "Case #: 16781525x" | |
| 06/29/2007 02:23:08PM | Agent (RTS Marleshia K): "Wayne, I will try my best to resolve this issue for you. Before we get started, can I have you to verify the company name or name of the owner of the system? Also to ensure we are working with the correct system, are you chatting about the LATD820 l" | |
| isted on your account? | ||
| 06/29/2007 02:24:00PM | Wayne xxx: "My name is Wayne xxx, I work for xxx in xxx, WA" | |
| 06/29/2007 02:24:07PM | Wayne xxx: "It is the Latitude D820" | |
| 06/29/2007 02:25:43PM | Agent (RTS Marleshia K): "If you would like me to, I can give you the information to our Customer Care Department and they should be able to assist you with this issue further. Would you like that information?" | |
| 06/29/2007 02:27:34PM | Wayne xxx: "What are they going to do for me, connect me back to the warranty department? All the out of warranty department want's to do is send me pictures of the water damage. I want this dispute resolved, I do not want to keep getting pawned off by Dell service" | |
| . I want to speak with someone who can make decisions. | ||
| 06/29/2007 02:28:39PM | Agent (RTS Marleshia K): "Being that a spill occurred on the system, before you got it. And if you don't have CompleteCare on the system, it's not covered." | |
| 06/29/2007 02:30:03PM | Wayne xxx: "I don't understand. A spill occured on the system before I got it, BUT you are requireing me to pay to have it fixed? I think Dell had better re-think that position." | |
| 06/29/2007 02:30:27PM | Agent (RTS Marleshia K): "Would you allow me 3 minutes to research this issue for you, Wayne?" | |
| 06/29/2007 02:30:44PM | Wayne xxx: "Sure." | |
| 06/29/2007 02:30:50PM | Agent (RTS Marleshia K): "Thanks very much." | |
| 06/29/2007 02:32:00PM | Agent (RTS Marleshia K): "Thanks for holding, Wayne." | |
| 06/29/2007 02:33:19PM | Agent (RTS Marleshia K): "I'm going to transfer this issue to our Resolution Expert Center. I will send them the information about the issue your having, then they will send an email about it." | |
| 06/29/2007 02:33:24PM | Agent (RTS Marleshia K): "Is that okay?" | |
| 06/29/2007 02:33:49PM | Wayne xxx: "When will I get an email from your Resolution Expert Center?" | |
| 06/29/2007 02:33:58PM | Agent (RTS Marleshia K): "It's our highest level of Technical Support." | |
| 06/29/2007 02:34:18PM | Wayne xxx: "Will I speak to them today?" | |
| 06/29/2007 02:34:22PM | Agent (RTS Marleshia K): "Please hold, and I'll have that information for you." | |
| 06/29/2007 02:34:33PM | Wayne xxx: "My phone number is xxx-xxx-xxx" | |
| 06/29/2007 02:43:30PM | Agent (RTS Marleshia K): "Thanks for waiting, Wayne." | |
| 06/29/2007 02:45:33PM | Wayne xxx: "Your welcome" | |
| 06/29/2007 02:46:58PM | Agent (RTS Marleshia K): "They should be contacting you within the next day or so." | |
| 06/29/2007 02:47:40PM | Wayne xxx: "Tommorow is Saturday, will they contact me on saturday? Or will I spend the weekend upset about this issue?" | |
| 06/29/2007 02:48:23PM | Agent (RTS Marleshia K): "They are going to contact you on 7/2/2007 11:46 AM" | |
| 06/29/2007 02:48:37PM | Agent (RTS Marleshia K): "Through email." | |
| 06/29/2007 02:50:14PM | Wayne xxx: "Well, I was plannig on going backpacking Sunday-Tuesday, but not anymore. Marleshia, Thankyou for your help." | |
| 06/29/2007 02:50:39PM | Agent (RTS Marleshia K): "I really hope this issue gets resolved for you, Wayne." | |
| 06/29/2007 02:50:52PM | Agent (RTS Marleshia K): "Please use these numbers for future questions on this issue: Case #16826642x" | |
| 06/29/2007 02:50:59PM | Agent (RTS Marleshia K): "If you need further assistance with this case, you may contact us via [Chat]: www.dell.com/chatsupport or [Email]: us_acs_team_1@dell.com (include your Case# and Service Tag) [Subject]: Team 317 Email Dell Inc. Case#16826642x" | |
| 06/29/2007 02:51:03PM | Agent (RTS Marleshia K): "For future reference, a copy of this chat will be sent to the email you provided as you entered the chat." | |
| 06/29/2007 02:51:15PM | Agent (RTS Marleshia K): "Wayne, are you having any other hardware issues with your computer that I can help you with?" | |
| 06/29/2007 02:51:20PM | Agent (RTS Marleshia K): "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 at us_acs_team_1@dell.com." | |
| 06/29/2007 02:52:00PM | Wayne xxx: "No other issues, I was happy with my laptop until this experience." | |
| 06/29/2007 02:52:10PM | Agent (RTS Marleshia K): "Thank you for using Dell Hardware Warranty Chat Support. Have a great day!" | |
| 06/29/2007 02:52:54PM | Session Ended | |
If you require further assistance, please visit us at support.dell.com | ||
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