wow have to say im impressed with dell cs / warranty

i had bought a m1730 from a ebay seller and when i got it it was damaged with cracked wings and cracked lid. i called and they didnt want to do anything since originally the service tag was not in my name. so i paid for and ordered the parts. they arrived fine and now me out 165$ later i was a bit upset but nothing i would sell this machine for or anything like that i knew dell didnt damage the parts so it really wasnt their fault.

anyway i got a call from them asking how my experience was ordering the parts and how the cs was. i explained the whole situation to them even the part about how it cam shipped broken and thats why i had to order the parts etc...

the rep said to me "but the system was warrantied correct" i said yes but at that time it was not under my name... we spoke for a bit about the situation..

long story short he said well swap out those parts and we will be mailing you a pre paid label to send back the broken ones and we will credit you back on your cc when we recieve the broken ones back..i was pretty much SHOCKED... i said (reluctantly) "are you sure, i know this wasnt dell's fault and im fine with that" he said yes you are covered under warranty and those should not have had to be replaced already (system is less than 40 days old) i checked my email this morning and their is the confirmation of the label being sent to me. now i just have to swap out the parts and get my 165$ back.. WOW..

ill tell you ive dealt with a lot of companies for computers, notebooks, and parts, and i have to say that 99.99% of them if possible would weasel their way out of taking back those parts if possible and blame the damage on the consumer and shrug it off.. so i am def impressed and think ill be keeping this for a while.. my previous experience was with sager and i have to say they have good tech and overall decent cs but they WOULD NOT have done this for me and i know even when i needed a new keyboard i called and they originally wanted me to send mine back when i said no they sent me one out but of course i had to pay for shipping.. well the one they sent me had some skipping keys.. i called back and they at that point insisted i send them back the one they just sent me to be tested and then they will send me out a new one after that???? so i paid for shipping to send back the first one and mail back the second one etc.... they took care of me no doubt but i have never had a notebook cs experience like i did with dell yesterday.. VERY IMPRESSIVE.. i just hope thie ends up not being a one time thing and this type of service continues...

 

Wow, that is a great story! Dell has always been pretty good to me also.

 

That is by far the best story of customer service I have heard. Always nice to hear when people get served well rather than just when they get screwed over.

 

Yeah I have to admit I've always been really lucky with my dells. I did not have the complete care package in the past but had a 3 year return to depot warranty

Had the following parts replaced without question on my XPS Gen 2 notebook:

LCD screen
HDD
Keyboard
CPU Fan

and not only that but return to depot was always less then 1 week even from sending to receiving.

 

Good to see some +'ve feedback..I myself was quite happy with Dell's CS.. they changed my lappy's lcd after I tried some of the things they asked me to do.

If any CS supervisor is reading this please make sure you let your colleagues know; because they need some +ve feeback from customers, especially of this nature.

PS: if you know his/her name please let us know as well...

 

ill check the email confirmation to see if the name is there.. but i am SUPER IMPRESSED.. and this may make me a dell person after all.. just one time something like this happens can seriously change someones view of a company for the rest of their dealings with them.. i seriously hope the cs stays as good as this!!! if so ill be buying dell for a long time to come.. this seriously made my weekend..

 

holy crap... i actually got the return label TODAY already in the mail!!!!!!!!!! wow i simply cant believe i got it the next day

 

Hi!Hi!
This is really great news to hear!

And, the fact that they did this for you, is even better!

Good Customer Service stories are such good things~!

Woot! to you :yes:

Cin