Sales contact

I started buying PC's from Dell around eighteen months ago, and have bought about £6k's worth of gear in that time for work and home. about four months ago I got a call from a lady at Dell claiming to be my sales contact, and that should I have any issues I should contact her directly.

~~~wobbly fast forward 3 1/2 months through time effect~~~

My M1330 dies, two months out of warranty, so I contact technical support who inform me that its the motherboard, and then demand £220 to repair it.

Stuff this thinks I! I will email me sales contact at Dell and she will jump to the rescue! hopefully brandishing a new motherboard as a gesture of goodwill. and all will be right with the world.

Sadly not. she emailed back a few days later referring me to technical support, so I replied explaining that I had dealt with technical support and reminding her of the offer she made should I have any problems. her reply was the generic "out of warranty, not my problem" email, having requested a contact to whom I could direct my complaint, I have waited five days for a response, and all I have received is an email from her advertising Dells new laptops boasting "Durable design, dependable service" oddly enough all my M1330 managed to endure was that warranty.

Is this standard procedure from Dell? and does anyone know of a way to complain and actually get a response that isn't from a template?

 

Oish.. That wasn't very nice of her at all....
E-mail her back and tell her that you don't want her spamming you with e-mails for items for sale. Advise her to stop immediately, and let her know that it was her, whom contacted you...and stated to contact her with any issues you were having. Advise her you are forwarding her e-mail to the escalation department ~ along with your complaint. I bet, you hear something back!

Here is the Dell Unresolved issues page, taken from the Dell UK site (I assume your from the UK)?

Complete the left side *Customer Service*
http://support.euro.dell.com/suppor...ellcare/en/outstanding_issues?c=uk&l=en&s=gen

In here, put all the documentation you have. Ask them, is how Dell normally go's about their business? Having Reps personally contact you? And, also provide info on Tech Support.

Let us know how it go's.

Cin

 

will do, thanks for the link

 

No problem! I hope it all works out for you!

Keep us posted!

Cin

 

Well, after a further two emails to my helpful sales advisor, she has finally been in touch! although only so she could transfer me to the technical support... again, who transferred me to the wrong department, who transferred me back to the same people, who transferred me to Vostro support, who transferred me back. each time I went through the service tag, names etc. Finally 6th time lucky I have been put through to the right department, who, after going through the whole service tab, what the problem is story again, told me the same thing I was told the first time I rang. That the mobo is knackered and they want £200

After explaining that I know this, and that I am unprepared to pay, I asked details of who could authorise the repair as a Warranty repair... nobody apparently! anyway asked to speak to the supervisor, who said he would look into it and get back to me.


And whilst I write this he has!... solely to tell me someone will be getting back to me in the morning, which is better than the no contact i got from me supposed sales contact. i'll keep you posted.

 

Oh bah! That's horrible lack of good customer service. You know what? I would complete another Unresolved Issued form, and copy all that has happened since the contact from the Rep..into the form.

Tell them, if you have no resolve..you will file a complaint with the BBB.

I, would not have a job..if I treated someone the way you were handled.

Cin

 

Cin', you can't just threaten them to file this to BBB because his/her warranty is already out. what I suggest the poster to do is, go to ebay and look for the same model motherboard and throw it in because the motherboard shouldn't cost 200 pounds, it should cost around 170-200 USD, which is much cheaper. good luck

 

Errm..actually, yes he can if he wants. It's how you word things.

And, he was originally contacted by the Dell Rep:

^^It's implied right there. For him to contact her directly. The first stone was cast, when this rep contacted him.

He's a good customer. Dell should be able to work with him, or meet him half way. He's not asking for the world from Dell...hes just asking for some resolve. Beyond that fact..he was only 2 months out of warranty.

And, also where did you come up with the word *threaten*?? I never told him to do that..I said:

Big difference between *threaten* and *file a complaint* (with no resolve).

What the OP decides to do is up to him in the end, not you or I.

Cin.

 

You're out of warranty of course they aren't going to replace it for free. Or what else would be the point of buying extended warranties?

 

Good news! after weeks of emails & phonecalls to the many uninterested people at Dell, they have finally relented and replaced the motherboard in my M1330 free of charge, While this certainly is a good result I have to say that every employee of Dell who I spoke to was very unhelpful. (as opposed to the guy who came out to fix the notebook, who was excellent) and i will be unlikely to send my custom there way in the future.

With regard to some of the earlier posts, I live in the UK, and there is a law here called the Sales of Goods Act that covers... guess. one of the stipulations of this act is that any item bought in the UK must be "fit for purpose", and that it should last a "reasonable" amount of time (the law covers item for up to six years, but doesn't specify the length of time any item should last, for example a £1000 fridge would probably be covered for 5-6 years, a £140 fridge for much less) and seeing as 14 months isn't reasonable for a laptop this expensive they had little choice but to fix it.

So a good result! thanks to everyone on here, the info posted on this and other threads were invaluable in helping me deal with the hell of dell.

p.s. Still love the laptop.

 

Congrat's on that...this is the outcome I was hoping you would have.

Continued good luck with you on your lappy!

Cin

 

I hope you realise ( sorry to point this out to you after your little struggle...)

Dell did extend everyones M1330 warranty for an extra year on motherboard issues. Check the Vertical Lines and Reboot thread.