8.18.2005

103' 31"

For those of you who don't know, my hard drive on my Dell PC at home died the other night. It lived a short life, and will be replaced by a much cuter, younger hard drive in the coming days. Here's where the confusion starts.

This past Tuesday, I spent 103 minutes and 31 seconds on the phone with Dell talking to "Brad," (yeah - you know why I'm using the quotes on that one). Although I'm almost certain it's my motherboard that is fried, "Brad" determined that my hard drive had failed, and informed me that he would be issuing a replacement. (In all fairness, I shouldn't bash "Brad," as he was probably the most competent and friendly person I've worked with at Dell. Ever.)

Anyways, today, I received a call from "Nancy," with the following message:
"Hi Josh. This is Nancy calling from Dell Hardware Support. I just called you to check the status of your computer, and, and to check whether you received your part, and your problem has been resolved. Since you were not available now, I will call you tomorrow to check the status of your computer. And I just wanted to inform you that we have dispatched the hard drive [in] your computer, and you will be receiving the part in the next 2 to 3 business days, and I will get back to you after 2 days from now to inform you about the status. Thank you for choosing Dell, and you have a wonderful day, Josh. Goodbye."

Ok, here's where I get confused.

In the first part of the message, "Nancy" tells me that she was calling to make sure I got the hard drive, and essentially that it has been installed and is working. In Part B (as I'll call it), she continues to tell me that they've just shipped the drive, and I'll get it in 2-3 days. Doesn't this contradict the first part of the message?

"Why are you guys always contradicting me?"

Wanna hear the actual message? Click the oh-so familiar logo below to hear it!


-El Capitan

posted by LoveBoatCaptain at 11:36 PM

9 Comments:

  • you know that if we applied to work for dell, they would decline our application. What an idiot. Oh well, hope everything works out.

    By Blogger TrippMD, at 8/19/2005 12:53 AM  

  • I had a similar "debacle" when I had ordered a new flat screen display from them. THe problem with the customer service is that there is very little acountability. It's not only Dell, though, almost all majr corporations are subcontracting support jobs to other countries leading consumers to have to deal with someone who knows what they are doing but does not neccesarily identify with thier clients or customers.

    I fear the outsourcing will continue until enough consumers stop supporting companies that practice this sort of thing.

    By Blogger David Babylon, at 8/19/2005 9:03 AM  

  • Buzzkill...

    LOL

    -El Capitan

    By Blogger LoveBoatCaptain, at 8/19/2005 9:47 AM  

  • Well if you think those stories are bad....try 30 mminutes with Compaq cuntomer service....I say 30 m minutes because it'll take you that long just to find someone competant enough to understand the problem (Doesn't mean they'll know how to fix it.)

    By Blogger slammy62, at 8/19/2005 10:10 AM  

  • haha... compaq is a dream compared to DELL. have u ever ordered anything from dell??????????????

    we do, on a daily basis.

    they can never get our order right

    they confuse everything by making the business have like 6 different accounts

    they insist on making us have some money grubbin "business sales representative" who screws with our orders so we don't get the discounts we had when we ordered the stuff so he can get a bigger comission. <- that is only the begining

    By Blogger kristin, at 8/19/2005 3:38 PM  

  • At least when you get what you order from DELL, it'll work. I don't know how many times I've had to order a part only to have to re-order the exact same part two or three more times until they give me one that works. Also, when Compaq tells you that they need you to send in your pc and it'll only take 1 week what they mean is, I hope you didn't need this computer again. If you did, it'll be available once the warranty runs its course.

    By Blogger slammy62, at 8/19/2005 4:04 PM  

  • Just cause I'm really pissed off, I'm writing this in hopes someone reads this and does not pourchase a Compaq.

    SO today, once again, my Compaq laptop decided not to work. It basically did the same thing my previous Compaq laptop did. When I called customer service I spoke to "Richard" who told me my warranty expired on August 8. This is complete bullshit because I purchased the laptop on October 11th. He basicallyy called me a liar and told me I should've extended my warranty. I told him he's an idiot and I should've bought a Sony.

    So now I'm talking to Richard's superior. His name was Atone---no made up American name there. He was just as useless to me. Quoting me policy and bullshit. Now I have to fax in my billiong statement from 10 months ago to proof to these idiots I still have 2 mnore months on my warranty (btw, I registered the warranty initially in case you are wondering)so they will fix the problem.

    Now the question becomes is why did I purchase another COmpaq if my previous one had problems. The answer is that my school has certain requirements for the laptops we purchase and Compaq was the only one that met those rtequirements both times I purchased the computer. So for the future Compaq/HP is on my shit list of companies to never purchase from.

    By Blogger slammy62, at 8/22/2005 7:16 PM  

  • That's why I have Gold Tech Support. I talk to someone in Round Rock, TX. Oh, my parts come next morning.... See the example of an email sent to them and the reply....

    From: US_GTS
    To: Jonathan Kaye
    Sent: 8/18/2005 4:30 PM
    Subject: Re: #OptiPlex#PUB##06# eTrack#=6Q4E1EA1YM8J91P1C - Other Don't Know
    (KMM19162879I21063L0KM)

    Jonathan,

    Thank you for contacting Dell Gold Technical Support Online Services.

    I know exactly the piece you're thinking of, it's the 'masked' bezel that goes in front of drives, and follows the shape of the front of the case while allowing access to the caddy of the flat-faced CD or DVD drive.

    I have that bezel panel shipping out to you on dispatch #61615377. No return is needed, and since you tore it down far enough to be certain is was the bezel button and not the drive button, I've got a pretty good idea you've played with computer parts a time or two.

    If you want to look at any diagrams about changing any front panel inserts, they are in the online user guide at http://support.dell.com/support/edocs/systems/opgx280/en/ug/smtdrvs0.htm
    #1136808

    Have a good day,

    Wendy Smith
    CompTIA A+, MCP
    CSD Tech/Specialist
    Dell Gold Technical Support
    866-876-3355
    http://support.dell.com

    Many of the tools that Dell technicians use are online and available to you. You can download drivers, software updates, search Dell's extensive Knowledge Base/FAQs, or chat live with a Dell Gold Technician.

    ***Attention AOL Users***
    AOL's e-mail application is set to truncate message "threads." This eliminates important technical support information. Please select "Include original text in Reply" in your AOL configuration before you reply to this e-Support message.


    Original Message Follows:
    ------------------------
    * * * PLEASE DO NOT CHANGE THE SUBJECT WHEN REPLYING * * *
    *** This is a feedback Message from the Dell Online Communications Center. ***
    ******************************************************************
    K_C_H_R_C_01

    Customer Information:
    ***********************************************
    Name: Jonathan Kaye
    Primary Contact Address:
    3600 FAU Blvd.

    Boca Raton, FL 33431-
    Phone: 561-322-4000-4065
    Pager/Cell:
    Company: CopperCom
    Email: jkaye@coppercom.com
    ***********************************************
    Service Tag =GZYFX61
    Case ID: 000000109482185
    eTrack: 6Q4E1EA1YM8J91P1C
    System Label =OptiPlex GX280
    System Product Family=OptiPlex
    System Ship Date=3/4/2005 12:00:00 AM
    Operating System: Windows XP
    OS Version: Professional
    Problem: Other Don't Know
    ***********************************************
    Problem Description:



    For the CD-ROM Bezel on the case not the drive itself the button extnder has broken and does not make contact withthe drive's button. I just need that piece for the case.



    ***********************************************
    Sent To: US_REL_OPTI_Support@dell.com
    Referring URL: 216.142.46.10
    Date Submitted: 8/18/2005
    Date Received(K): 8/18/05 09:57:06 AM
    K_C_F_R_C_01




    NOTE: This message, including any attachments, may include privileged, confidential and/or inside information. Any distribution or use of this communication by anyone other than the intended recipient(s) is strictly prohibited and may be unlawful. If you are not the intended recipient, please notify the sender by replying to this message and then delete it from your system. Thank you.

    By Blogger Jonathan, at 8/22/2005 9:06 PM  

  • If anyone still cares about my on-going feud with Compaq, I finally won. Due to my argumentative skills, I was finally able to convince them why I was right and why they were wrong and able to get my computer serviced. Here's the email I got today....I'm currently doing the happy dance.

    HEWLETT
    PACKARD
    .............................................................................
    Dear Customer,

    In an ongoing effort to ensure satisfaction with our service, we have
    attached a confirmation of your recent Hewlett-Packard Support Solution.
    Please retain this document for your records.

    The warranty status listed below is contingent upon the accuracy of the
    model number, serial number and proof of purchase (if required). Please
    verify that all information is accurate. If any of the information is
    incorrect, or if you have questions regarding customer service on your HP
    product, please contact our HP Customer Care center using the appropriate
    telephone number listed in your product user manual.

    ***Important: Please do not post your changes or questions electronically
    as this mailbox is not currently set up to accept reply correspondence.***

    You can check the current status of your order online at:

    https://warp1.external.hp.com/CSO_Status/Order_Status.asp?CSONumber=HY1728&ItemNumber=01&Zipcode=33323&country=US

    or by starting at the following web address and entering your order number
    of HY1728 and zipcode/postal code of 33323:

    https://warp1.external.hp.com/CSO_Status/Order_Lookup.asp?country=US

    Great support is still available around the clock by logging in to
    http://www.hp.com/go/support. Award-winning HP Customer Care brings a world
    of support services right to your desktop. You'll find tips and tricks,
    troubleshooting help, drivers, community forums, e-mail technical support
    (only available on some products) and much more to help you quickly get the
    answers you need.

    Sincerely,

    HP Customer Care
    .............................................................................

    Hewlett-Packard Customer Service Order:

    Customer Service Order Number: HY1728-01
    CSO Placement Date: 08/23/2005

    Model Number: PF135UA
    Model Description: HP COMPAQ PRESARIO R3230US
    Serial Number: CND4280SDW
    Part Number: N/A
    Part Description:

    You selected the following Hewlett-Packard
    Hardware Support Service for your product:

    PICKUP, REPAIR & RETURN, 1 DAY SHIPPING

    Warranty Status: In Warranty

    Total charge (including tax, if applicable): $0.00
    Payment Method: No Payment
    .............................................................................

    By Blogger slammy62, at 8/24/2005 12:07 PM  

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