Computer Ninja
01-18-2003, 08:56 PM
This is a letter I posted on Dell's Service Status forum.
I recently called Dell (01/08/03) for a replacement Axim X5. I am one of those people with a flaky, loose d-pad. Why couldn't Dell follow suit and make a nice, stiff d-pad?
Anyway, after a few days, I received my replacement. However, I didn't get a return label or instructions on how to send back the old Axim X5.
No worries, that's what 3 dropped calls and 2.5 hours worth of being on the phone with Dell can solve.
However, after Dell promised me that Airborne Express would be over between 9-10AM yesterday, and Airborne Express didn't show up, I pretty much lost all faith in Dell in terms of a customer service oriented company.
When I called Airborne Express, they never even heard of the address they were supposed to come to, in other words, Dell never set it up. So, I called Dell again yesterday, and after another 1.5 hours on the phone, and 2 callbacks from Diana at Dell, we arranged that Airborne Express would call me on January 20 (don't they have that day off?) and arrange to pick up the device.
This morning, my mohter-in-law came over with two envelopes from Airborne Express. Apparently, Dell doesn't have all their ducks in a row, and they still have the address the unit was shipped to on file, even though we've gone over my address and phone number about 6 times in the past week and half. My wife had the unit sent to her parents' house to surprise me for Christmas. I MADE 100% certain that Dell knew this was the case and had them change the address on file.
Dell, during the holidays, was about as smart as a 2 year old boy, as they would send my wife invoices and the such to our home address, thus, spoiling the Christmas surprise. How can Dell, on one hand, mail invoices and similar material to our home address, ship the unit to my wife's parents' address, but then have Airborne Express send the return label(s) to the in-laws? Where is the flaw here? What in God's name do I have to do to have Dell act and do what they need to do to satisfy me, the customer. I'm sure I'm one of 1000s of people out there who have been hold forever, have calls dropped without anyone from Dell calling them back, forcing them to start over, and, most importantly, have an Axim X5 with a loose, flaky directional pad?
To top it all off, the replacement Axim X5 I received the other day is worse than the original one I had. Both of them are hardware revision A04 (I once had to "teach" a Dell technician how to find out what hardware revision his Axim X5 was, isn't that funny? I thought it was sad). When I called on January 8, I had asked if I'd get a new revision, as there is a revision A05 out there, the person on the other end said, "Yes!". They probably said this to get off my back. It worked.
But now, I'm upset with Dell, and upset that I've wasted hours this week and last having to "deal" with this situation. I hope someone at Dell reads this, sees my name, looks up my issues, and sends me ANOTHER replacement, one that is A05 or higher in hardware revision. I can't call again...I can't be on hold forever. I can't spell my name and address out over and over because the person on the other end just completed TOEFL, causing the service call to be 3 times longer than it should be. Okay, maybe that's rude, as I have foreign parents, too. Anyway, I just can't do it.
Somebody, please help me, and help the others out there who are suffering because of Dell's negligence. START INCLUDING THE RETURN LABELS IN THE REPLACEMENTS YOU SEND OUT!!!
Upset, Peter Filias
I recently called Dell (01/08/03) for a replacement Axim X5. I am one of those people with a flaky, loose d-pad. Why couldn't Dell follow suit and make a nice, stiff d-pad?
Anyway, after a few days, I received my replacement. However, I didn't get a return label or instructions on how to send back the old Axim X5.
No worries, that's what 3 dropped calls and 2.5 hours worth of being on the phone with Dell can solve.
However, after Dell promised me that Airborne Express would be over between 9-10AM yesterday, and Airborne Express didn't show up, I pretty much lost all faith in Dell in terms of a customer service oriented company.
When I called Airborne Express, they never even heard of the address they were supposed to come to, in other words, Dell never set it up. So, I called Dell again yesterday, and after another 1.5 hours on the phone, and 2 callbacks from Diana at Dell, we arranged that Airborne Express would call me on January 20 (don't they have that day off?) and arrange to pick up the device.
This morning, my mohter-in-law came over with two envelopes from Airborne Express. Apparently, Dell doesn't have all their ducks in a row, and they still have the address the unit was shipped to on file, even though we've gone over my address and phone number about 6 times in the past week and half. My wife had the unit sent to her parents' house to surprise me for Christmas. I MADE 100% certain that Dell knew this was the case and had them change the address on file.
Dell, during the holidays, was about as smart as a 2 year old boy, as they would send my wife invoices and the such to our home address, thus, spoiling the Christmas surprise. How can Dell, on one hand, mail invoices and similar material to our home address, ship the unit to my wife's parents' address, but then have Airborne Express send the return label(s) to the in-laws? Where is the flaw here? What in God's name do I have to do to have Dell act and do what they need to do to satisfy me, the customer. I'm sure I'm one of 1000s of people out there who have been hold forever, have calls dropped without anyone from Dell calling them back, forcing them to start over, and, most importantly, have an Axim X5 with a loose, flaky directional pad?
To top it all off, the replacement Axim X5 I received the other day is worse than the original one I had. Both of them are hardware revision A04 (I once had to "teach" a Dell technician how to find out what hardware revision his Axim X5 was, isn't that funny? I thought it was sad). When I called on January 8, I had asked if I'd get a new revision, as there is a revision A05 out there, the person on the other end said, "Yes!". They probably said this to get off my back. It worked.
But now, I'm upset with Dell, and upset that I've wasted hours this week and last having to "deal" with this situation. I hope someone at Dell reads this, sees my name, looks up my issues, and sends me ANOTHER replacement, one that is A05 or higher in hardware revision. I can't call again...I can't be on hold forever. I can't spell my name and address out over and over because the person on the other end just completed TOEFL, causing the service call to be 3 times longer than it should be. Okay, maybe that's rude, as I have foreign parents, too. Anyway, I just can't do it.
Somebody, please help me, and help the others out there who are suffering because of Dell's negligence. START INCLUDING THE RETURN LABELS IN THE REPLACEMENTS YOU SEND OUT!!!
Upset, Peter Filias