OK for my sins I know a bit about fixing computers, I don’t say I am the best in the business but friends do call on me for advice and if I can fix it I fix it, if I can’t I always point them in the right direction. Or if you are interested in trying to fix your own computer then please Click Here!
A friend of mine copied me in on the ongoing problems of a 4 week old dell inspiron laptop and how dell are dealing with it by first up selling her the power of a dell extended warranty.
Copy of the email below, I have taken out any specific reference numbers and names
Note to Rupinder –
Extended warranty for Dell laptop – RE: Dell Order Confirmation – # 252, the warranty refers to me as (they get the clients name wrong badly)!!
Rupinder (or sir/madam)
I recorded the issues I am having with my new Dell computer with Rupinder today which includes the none recognition of a hard disk thus making my laptop pretty useless.
Since this is a work laptop its ability to be used has a direct impact on my earnings / lack of earnings (£400 lost so far since last Friday due to hard drive issues) so I’m anxious for an on-site engineer to be arranged particulary since I have had to pay another £130 for an extended warranty and was promised a phone call at 3pm this afternoon (or within 2 hours of my initial call which would have been 2.30pm today).
I parted with the extra cash (the cost of the laptop was quite an expensive £758 and its rapid decline has thus cost me a further £130 warranty payment and £400 loss of earnings by my reckoning this amount is equivalent to the cost of buying a brand new laptop from scatch !!!!
Following my call with Rupinder today he assured me that I shall now receive a faster more efficient service from your engineers.
Since parting with more cash, this has not happened, no one has called and as far as I am concerened as a customers I’m still losing money every day the pc is not usable, i have been asked to spend more money than I can afford especially with the salary loss and the only difference to me is that I’ve given Dell even more money
yet I still have no resolution to a problem WHICH IS A DELL ISSUE IN THE FIRST PLACE!!
Not meaning to have a dig at Rupinder because over the phone he communicated with me in a helpful manner just a shame there was no action from my 1 hour phone call and what may normally not frustrate me has made me that bit angrier because my warranty upgrade information now spells my name wrongly as well!!!
Please can someone call me on this mobile number asap: (removed) as soon as possible?
I’m available all night tonight and tomorrow normal working hours, after that time I have to head to London to do a series of presentations in front of major clients (with none of my prepared material which was produced in lieu that I had made the rather crazy assumption after spending £758 on a laptop it may secure the chance that I will actually have one that works and I can use for one of the most important weeks in my job for requiring a laptop!
There is availability for an engineer to visit this address from Weds 27/1 onwards but we need to organise a date and time and cannot understand why no-one has got back to me today to sort!
I trust that you will appreciate, my frustration, annoyance and complete all round bad customer experience surrounding your entire service so far from the product supplied to the lack of help received after parting with more money. I’m not a person who complains very often but if you could imagaine for one minute being me and having your
salary cut substantially and then paying EXTRA money on an extended warranty which has not managed to persuade a telephone call from an engineer as promised a further
4 hours afterwards!!
I then asked my friend what’s happening now and why have they parted with cash for a dell extended warranty when it comes with at least 12 months warranty, there was a time when warranties were longer but over the years they have gone shorter and shorter which is OK for a toaster that may cost £10 but something like a 2009 dell inspiron laptop you need a bit more assurance.
The following reply:
The warranty I was on gave me the following service which forced my hand (incidentaly as I write this the pc is making Star Wars light sabre noises (the piercing ones that sound on impact not the swoosh) its kinda musical cos the continually knocking hard drive (resembling the sound of skinned fingers knocking constantly through uncovered bone on the pane of glass in your window to gain entry to your bedroom to unleash all manner of mayhem, maybe even death-the same death that my hard drive warns me of as it cracks and bashes below me making me wonder if laptops could actually explode in people’s faces………..)
The truth is the hard disk (when coupled with the light sabers) provides a quite invaluable percussion piece.
Any how the warranty I had was Dells standard one that goes a bit like this:
a) Ring this premium rate number and stay on the phone for 3 hours chatting to a guy who is telling you at the expense of you own phone bill the thing that you already knew a week before you rang him.
b) bloke goes off to talk to manager for 3/4 hr because he is not at the trained level you haven’t paid for which comes with extended warranty.
c) bloke comes back to confirm that the cheap warranty negates all their responsibility to everything ever including your problem. Then concludes that OK if we have to we’ll put a bit of effort in – BUT WE AINT RUSHING THINGS and you as a customer are responsible for postage and insurance or courier and responsibility of missing items. If DELL do receive the damaged laptop (I suspect many never arrive) they will maybe……sometimes…..when we feel like it but not on bank hoildays, saturdays, sundays, holy days, champion league sports matches or any other day with an ‘a’ in it (unless they fee likely but not definately) maybe 10 – 15 days.
“Sooo 10 – 15 days you say???” I say
“YES THATS RIGHT MADAM 10 – 15 WORKING DAYS!!!!!!!!”
He completely forced my hand and I was just desperate:
Extended warranty however provides the immediate attention of an on site engineer who will normally (but not always) call within the hour (maybe two and may be an hour which you didn’t realise belonged to different day of the week and then will arrange directlly with you to be at the property the following day (or indeed a day that is convient to them I MEAN YOU)
ANYTIME YOU CAN SEE THEM between 8am – 8pm (incl saturdays!”!) For god sake I tell this muppet just give me the ability to end this fucking babble, sell it me/ Sell it me. JUST SELL IT TO ME COS I WANT IT MORE THAN Amy Winehouse WANTS FUCKING HEORINE!
Just give me the fucking ability to get the fucking thing fucking fixed, fats and make me PAY MORE FOR A PROBLEM WHICH IS YOUR FAULT IN THE FIRST PLACE place you big bunch of Dick Turpin motherfuckers!!
While I sit on hold after 20 minutes into the DELL DONKEY experience the man the dives off phone with barely audible super speed babble leaving me for 10mins whilst he has a fag and drinks a cup of tea moaning mildy to a colleague about having a crap day and difficult customers needing some kind of decent support when he had only planned to pop in, read his email and play bejwelled blitz on facebook …. he comes back and says he can conclude that within 2 hours from now (2.30) an engineer will ring me on my mobile to organise a day to be there. I can’t be arsed that he promised me 1 hour in the first place with a possible two because by now I was suffering the agony of repressed frustration, anger and anxiety which I knew was hitting tipping point.
He thanks me – “have a nice fucking day” he says (piss taking sarcastic arse)
THEN!!!!!! He says his supervisor wants to talk to me and puts me on hold for 5 mins, in the time I was on hold listening to a repeat of a song once considered a piece of musical art that had been reproduced onto hold music to the chime of metallic agony that are tinkling bell noises – its a belief I feel that repeatitive music such as this is meant to hypnotise a customer into giiving Dell or their life savings or something….and my optimism grew – this was certainly taking some time……….the supervisor has been discussing my call, going through my file (and god is he being through) roughly over many years that were a full 6 minutes he comes to the phone.
My initial thoughts were oh shit I was struggling with your colleague but there is no way I can understand the art of speaking the ‘GOOD ENGLAND’ language that is pronounced without any first, last sounding letters to any English word which is further confused by an adopted English accent of Devon/ Northern Ireland/ Glasgow/ Norfolk/ London and some foreigner things linking the words. I can only assume is a delusioned over how best to deal with the ‘hard to grasp’ phonetics required which obviously are different in his country of origin, adjvectives became nouns, verbs disappeared and he was punctuating in places I didn’t quite frankly deem possible.
Anyhooooo, he began asking me to go through a telephone survey about the level of help I had just received and it would take 10 minutes or so (I could barely understand the man why the fuck do I want to listen to someone that I can’t understand answering questions I don’t comprehend whilst attempting to adopt the patience of whoever the most patient saint was EVER.??? AND WHY THE FUCK ARE THEY DOING A SURVEY WHEN I’M FUCKED OFF AT THE £758 IT COST ME TO BUY THIS SHITTY expensive pile of COCK??? And this guy *(supervisor) has just heard his DELL colleague RAPE ME for more money and provide me nothing other than a £130 email with a number on it that promises the immediate solution to everthing that is causing me stress at the moment written boldly in the name of:(removed) !!!!!!!! FUCKWITS!!
So, it gets to 7pm (how incredibly patient am I right now? The truth is I’m beaten down tired and bruised by this fucked up sort of service that banks peoples money and just chucks out a load of bullshit. I then can no longer get hold of anyone anyway and then sent the shitty email below.
expensive service that I no doubt will be needing again in another month or so.
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