I was emailed by Ron, UI:0166285 in the REC (Resolution Expert Center) Web escalations group. He asked for copies of my emails with dell, which I told him I had none but the Chat email, since the rest was on the phone. He also wanted to know when the deadline was to get back to the warranty department. I gave him that information (July 4th). I didn't hear back from him for the rest of the day.
On Monday at work, I emailed Ron to see if he had gotten my emails and what the status of my problem was. My wife, Lisa needed the computer back soon because some she needed some files off of it for school by the following week.
Two hours later I received this message:
Wayne,
I got your email and have received a notice from the Depot stating that after they reevaluated the system, no spill damage was found and that both the motherboard and LCD are being replaced.
I will be happy to answer any questions you might have.
If you would reply to this email without changing the subject line, I will receive it.Thank you for contacting Dell
Ronald L. Powell
Great! After almost a week of frustration, Dell is finally stepping up and fixing my laptop. Way to go! What a great company. I can't wait to invest my next paycheck in some tasty Dell stock.
3 comments:
I saw this posting and asked to be transfered to the Resolution Expert Center at Dell. I talked to a Kudar, a Emkay, and a Seedeem something or other and he at least promised me a callback. My whole issue was that I have a Inspiron 5150 that will turn off in 10 minutes and I had read something about a law suit. My jaw dropped when 6 hours later a Jeff Scully called me from the Dell REC. My unit was two years out of warranty. But Jeff said that I could either send it to the depot and he would pay for it. I think he means that Dell would pay for it. Or that I could send it to him and he himself would fix it for me. I choose to send it to the depot. But man what has changed recently!!! Is this one of those deals like you say the magic word and recieve a million dollars or what! I must have talked to 20 people at Dell over the last couple of years about this. Now DHL is coming on Thursday to pick it up!
Keep up the good work.
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