Great Dell service! Not

Hey gang!
Here's the scoop.
I bought 1330 back in october and was sent user manual in czech language, or whatever the hell it was.
So I got on the phone, talked to CSR who informed me that there's no english manuals and if I wanted one I should get it from website. They couldn't explain why I was sent manual in wrong language instead of just saying that they don't have one in english. What's the use for something I can't read.
So, I figured I'm gonna have to download manual from the web and live with it. Although if you think about it, what's the point of keeping a manual (and especially troubleshooting part of it) on a laptop if it dies, how am I supposed look in the manual then? Whatever, I figured I'll find a way and threw useless manual in garbage.
Now, a week ago all of a sudden UPS shows up at my door and delivers english manual with a return UPS label and a letter apologizing for initial error and asking to return incorrect manual or be charged for it.
Well, since I threw incorrect manual away I decided to talk to Dell and got on their chat and talked to CSR. Explained everything just like I did here only to be asked why did I wait for 3 months to get in touch with them about the problem. Doh, did you read what I just said? I'm sorry, but there's nothing I can help you with sir, she said.
Fantastic service if you ask me . Was it my fault that they sent wrong manual and didn't even tell me that they will send right one later on? I would probably held on to that stupid thing for future exchange, but now what?
What do you guys think? What should I do?
I'm planning to call returns department tomorrow, but I have a feeling that will do nothing

 

What the hell...

They ran out of English manuals??

Well, that's a first.

How much are they charging? $99...?

 

They can't make you pay for something you never bought. Just refuse payment or file a suit in small claims court.

 

I have no idea but wouldn't want to find out

 

Talk to a different CSR, and if you don't get the answer you want, call back and talk to another... and if that doesn't work, ask for a supervisor. The 1st line clowns don't know much of anything (nor do they have the authority to do much of anything.) Their job is basically to get you off the phone/chat as quickly as possible.

Better yet, just call back and ask for a supervisor right away.

 

I agree with Hooper. Call back and ask for the CSR Super; then when they get on the phone, ask for their Super immediately. They will try to "fix" your problem themselves; and probably will, but by asking for the 3rd in line you immediately identify that you mean business. If the bonehead that answers the phone tries to smooth talk you into not talking to a Super, just stick to your guns. Demand a Supervisor and you will get one.

 

sweet, thanx for suggestions
Do you guys think I have a case here?

 

I think you need to take a angry stern tone with them... dont be mr nice guy... be mr. customer is always right.

 

Of course, the friggin manual was in Czech. The manual cost them like
.004 cents to print and send. They would petty and ridiculous to lose a customer over that.

(And if they do charge you, they'll probably try to charge the credit card you used to buy the computer. If so, dispute the charge with your credit card company. You should have no problem.)

 

dude, how hard can it be to learn Czech?

 

They ran out of English manuals.. I'd hate to know what other languages the other 3000 computers that were packaged that same day got.

Just go right to a supervisor or manager, w.e.. Don't play around with the bone heads. And yes, be stern.. Don't make yourself sound unaware, stupid or uneducated by any means.. Once you do that anything you say they instantly think "Phfft what does this guy know?!".. They can smell fear.. lol (Yes, smell travels through the phone).

They can't charge you because they never told you or notified you they we're sending a English copy out. Just stur up a wind of hell fire and they'll eff'off quick enough.


A last resort, track down that Czech booklet, and learn Czech, or, write out the English manual word for word, and send it back. It's likely worth $8-$16.. lol

 

By the way B2TheEYo.. being angry over the sell rep is not always be the right way through.... one of my frnd are in dell tech help group in b'lore,india..(ya. in India..and probbably among those famous "Indian rep") and once told me that those Mr.nice ppl got the responce faster from rep(bone head??? probably).. now if you want to go to the manager directly.. then ask the rep to do so..(nicely) and told him/her also that you will not giving any negative feedback to manager.. (you are there to make your job done.. nt to spoile someone's career...right).. I bet you will get respond quickly rather than being a angry man...
well... now its your choice what you want to do...

 

That's exactly right. My friends who work in a call center, always say the "irate and threatening" customers get little they ask for. Be polite, professional, and firm... especially when calling an airline! lol

 

i rmember it well! my 1330 came w/a slovakian manual. I did not have to
pay for my english nor was I asked to return anything. I did speak w/several
reps and a supervisor. i was told I could download the manual and
print the pages for hard copy. I did. All three hundred (300) looseleaf
sheets of paper. I suggested that they pay me for my time and materials.
in the end Dell tried to help and sent me two versions of the Dell english
manual for 1330.

I agree w/above thread--be professional and polite. angry tones just
backfire and u lose. One question I would ask the supervisor is
why weren't u advised early on that a manual would be sent when available?
If they told u there simply were no more english manuals then they misinformed you. Based on what u've said above, u have a pretty strong case in my opinion--you were originally misinformed, you were inconvenienced
and you just recently learned that you could have/should have received
a product manual in English as a new owner.

sorry about going on and on and on.... If things get heated you could suggest to them (if they insist on getting theeir foreign manual back) that
they consider downloading and printing it.) ha ha

 

exactly Sukanta & TX Free Bird. it is better if you call Dell Customer Care and tell them exactly what happened. Tell them that it wasnt your fault that you threw away the manual because it was useless in the first place. tell it the nicest way you can and expect a good experience with Dell. most probably they will they you to disregard the payment. Good luck!

 

If you didn't authorize for the manual to be sent then it's considered a gift and they can't charge you for it. It 's a federal law. If they charge your credit card then you can sue for unauthorized charges. They have to have proof that you did authorize. And in your defense, they kind of breached their contract when they sent you the wrong manual and consider the order "incomplete".

 

excellent points! this forum is a great place for information.

 

i dont believe they will just your credit card without informing you and without your consent

 

Well, gents!
Things worked out for the best.
After endless myriad of menus in their phone system I got to talk to service rep who listened to my story and then went away for about 2 minutes to talk to supervisor. When he came back he told me a long story about what happened with manual which frankly didn't make any sense nor did I want to make any sense, it's their problem after all. But, in the end he said that I can keep english manual and not return the other one. I asked him one more time and he confirmed again.
Looks like the problem is solved, pending credit card charges Just joking of course.
Thanx to all who made valuable suggestions.