So Far So Good...

Hi... I noticed that people are quick to post whenever they have a bad customer service experience but I have always been one to appreciate the good in life. I ordered a "scratch and dent" SXPS 1340 and I noticed the screen had a tiny scratch on the top corner. I called Dell and they said that a tech will come and check it out within 3 days once he gets the part. The following morning I get a call from the tech and he comes over within 10 minutes. He swapped out the entire screen (including the scratched lid). The whole process took less than 10 minutes. Now I have a flawless XPS 1340 and a great customer service experience.

 

Agreed. People tend to voice out only their disappointments and problems, keeping the good ones with them. That's why customer service is very important.

 

Might I add that even though my experience on the phone with a Dell Rep about a screen problem proved less than fruitful, once they realized I had a SXPS 1640 and the screen problem was logged in by several other consumers, Dell ordered the new screen (on a Saturday), it came in on that following tuesday, I got a call from the local Tech who even came out that EVENING, fix the problem (along with engaging in some geek speak for a little while) and I now have a new working screen.

Dell's customer service, imo is very good. I won't go as far as to say exceptional, just for the fact that 9 times out of 10, I get someone who has broken english which causes some frustration.

 

I've had some very good experiences with Dell support before, in one case I got a faulty power supply swapped within less than a day of reporting it. That in some ways makes things worse, since it's hard to believe a company that did such a good job could then treat you so badly.

It's pretty hard to "appreciate the good things in life" when you're sitting with what has essentially become a £2K paperweight and you're having to spend a huge amount of time and hassle getting it resolved. Especially when you've had it outstanding for weeks, and it's a business purchase, and therefore having a direct negative impact on your work.

It's easy to be blasé when it isn't you, and it's easy to stereotype people as being quick to complain. Some have shown unbelievable patience.

 

I'm confused...if it was "Scratch n Dent"...why did they fix it?

 

I to have had many great experiences with Dell customer care one example is i was having repeated problems with my 1535 (which sux) they said they will do a system exchange then low and behold 7-10 days later i received a SXPS 16 (i was waiting for a 1537/1555) now that one was in bad shape like they just got a messed up one(broken keyboard, constantly shut off due to heat, ac adapter not working, and this wierd glue all over the screen,)
and thru it in a box after a mobo, keyboard, and charger switch, ran like an olympic sprinter. Loved this lappy so much got a second now my girlfriend is using my SXPS 16 w/ 3670 and i got the new one with the 4670....ahhh and no more having to call dell with issues...lol i even at one point told the CS rep that the cust service works better than my laptops...especially that 1535

 

The screen cannot be sratched, or any other part that would hinder performance.

 

To be honest I have had no problems with Dell until the last couple of years before that it was A1.

 

I can assure you that in life I have shown unbelievable patience... My friends tell me almost everyday that I should write a book about my life and ask "how are you normal?". I was merely trying to spread a little good and I believe the "so far so good..." title would have been a good indication that I am well aware of the issues other people have had with their systems. I wasn't trying to step on any toes and I apologize if my post was offensive to you. Oh, and I can assure you that there are worse things in life than having an expensive paperweight...

 

If only Dell could stop transferring me from rep to rep 10 times for every call i make. their call center system is a nightmare in regards to getting hold of the right person

 

You should try the online chat... It uses your service tag so you get the right person for your computer type.

 

the call center is DEFINATLY a friggin' nightmare. I work in a call center, and the structure of the Dell center is a nightmare for customers. It blows me away that people keep bothering with it. I'm personally not likely to buy another Dell after the issues I had on my last order.

 

Dell chat is the greatest no trouble with understanding what the other person is saying (no discrimination) just language barrier can suck sometimes and no transfers is a huge +

 

I really never had time to expierience this "expierience" of yours.
But If my temps will get high and I will get new mobo. I will be happy customer.