Experience with Dell Escalation Officers?

Hey,

Just wondering if any of you had any previous experiences with Dell Escalation Officers? One of them is supposed to call me about whether I would be able to exchange my E6400 for a different model.

Thanks,
Eric Huang

 

i read ur other post about the issues ur facing. they normally are very good at swapping the system, as yours definitely sounds like a lemon. if you dont get a call by the time they say you'll get one, call them back and complain.

 

Yeah, there are more problems as well. I had a dell tech come 3 times and my unit is still not 100% up. The last time, the guy even broke the motherboard and had to replace it. He also left some screws out as well...and the new motherboard borked Windows time. He tried to fix that as well with no success...

AND they DID NOT ever call me today. I'm going to do another chat session right now. Getting a refund would be nice as well, and I honestly wouldn't mind getting a t400 or even a probook now...but I really really need a working notebook like right now.

 

you should call them, not use the chat. chat is useful for consumer notebooks like the inspiron line. with the business notebooks you get much better people on the phone.

 

So far from the times I've used chat, that's actually the exact opposite. Not only are people on chat easier to understand, they're usually nicer and appreciate your situation. And, I can finish a whole conversation in an hour or so including the waiting time. With a call, I'd be on hold for an hour alone...plus have to talk to people from who knows where.

 

:| i've always got local telephone support, answered within 3 rings. what kind of warranty do you have?


maybe the support in UK, malaysia, and singapore is better....

i mean for example in the UK they have a dedicated workstation team that specialises in the precision line. they're brillant!!

 

I'm in the US, and I've got the Dell NDB and CompleteCare...

 

I just got off the phone with a Dell Escalation Officer who told me is basically WAS NOT possible to exchange my system for a different model period. I only managed to get him to send me a new harddrive preloaded with a new install of Vista and a new bezel... I only wish the last tech had actually broken my motherboard and didn't have a replacement on hand, I feel then I would have more ground to push them further.

He also assumed that I would want a tech to install those parts...heh, I'd rather not waste my time waiting for that as I can do that myself. I guess I'll have to do another chat with dell.

 

If you purchased the notebook with a credit card it might be a good idea to consider a chargeback. Also, Dell does respond to BBB complaints.

 

Wow, that's kind of amazing. Here in Finland Dell's support has been nothing short of fantastic. Many of my colleagues are planning to buy their next laptops from Dell because of what I tell them (except Mac users).