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Oct. 5th, 2001 09:28 amI just posted this to the DellTalk support forums, and since I've had posts deleted I usually archive them on my website. I have already backed up the DB for my site though and don't wanna add to it until after the reinstall this weekend, so here's the post:
After 8 months of hardware failures on a shoddy I8000 I finally have resolution (I hope) to my issues. On my most recent call to Dell support a month ago I dealt with yet another tech support person and immediately asked for a manager callback. They said it'd be 48 hours I hadn't heard anything for a few days when I got a "Customer Satisfaction survey" from Dell. I really love these things. I was completely honest in my blasting of Dell's lack of support and threatened to talk to my University's Dell rep that I deal with for work issues. This is my personal laptop and I don't like pulling strings, but I was fed up. When the manager (Michael, I think) called me back, he reviewed my laptop's history and determined that I did indeed have a bad laptop. The following Friday I had a refurb I8100 with a faster...well everything pretty much. I also got a nice Dell backpack to carry my laptop around in. Needless to say, I was very happy...until the following Tuesday.
The left speaker went out on my new 8100. :( I called Dell tech support the next day and got YET ANOTHER rude tech support person. I told him about my issues and he said I had to return my I8000 before my warranty was transferred to my 8100. I told him that I wasn't about to send him my I8000 until I had a working replacement for it. He basically said I could return one or the other and acted like it didn't matter to him. I promptly demanded a manager callback and this is where things really take a turn for the better. The manager (JD) listened calmly to my issues and sent a tech out to fix the speaker. I also asked him about my removable DVD drive I had. My new I8100 had a fixed DVD-rom drive and since my 8000 had a fixed CD-rom I was stuck with 2 DVD-Roms. He told me that as soon as they got my I8000 he'd send out a CDRW to replace the DVD. All that's been done and I'm sending off the DVD today. I am very pleased with my new laptop and the CDRW (WinXP runs great on the 8100, BTW) and have learned a lesson from all this. Be persistant, and don't believe all the things that the tech support people tell you. Keep demanding to talk to managers and you will get a resolution. I didn't even have to pull the strings I had threatened to.
Jeremy Dennis
http://yakko.tzo.org
After 8 months of hardware failures on a shoddy I8000 I finally have resolution (I hope) to my issues. On my most recent call to Dell support a month ago I dealt with yet another tech support person and immediately asked for a manager callback. They said it'd be 48 hours I hadn't heard anything for a few days when I got a "Customer Satisfaction survey" from Dell. I really love these things. I was completely honest in my blasting of Dell's lack of support and threatened to talk to my University's Dell rep that I deal with for work issues. This is my personal laptop and I don't like pulling strings, but I was fed up. When the manager (Michael, I think) called me back, he reviewed my laptop's history and determined that I did indeed have a bad laptop. The following Friday I had a refurb I8100 with a faster...well everything pretty much. I also got a nice Dell backpack to carry my laptop around in. Needless to say, I was very happy...until the following Tuesday.
The left speaker went out on my new 8100. :( I called Dell tech support the next day and got YET ANOTHER rude tech support person. I told him about my issues and he said I had to return my I8000 before my warranty was transferred to my 8100. I told him that I wasn't about to send him my I8000 until I had a working replacement for it. He basically said I could return one or the other and acted like it didn't matter to him. I promptly demanded a manager callback and this is where things really take a turn for the better. The manager (JD) listened calmly to my issues and sent a tech out to fix the speaker. I also asked him about my removable DVD drive I had. My new I8100 had a fixed DVD-rom drive and since my 8000 had a fixed CD-rom I was stuck with 2 DVD-Roms. He told me that as soon as they got my I8000 he'd send out a CDRW to replace the DVD. All that's been done and I'm sending off the DVD today. I am very pleased with my new laptop and the CDRW (WinXP runs great on the 8100, BTW) and have learned a lesson from all this. Be persistant, and don't believe all the things that the tech support people tell you. Keep demanding to talk to managers and you will get a resolution. I didn't even have to pull the strings I had threatened to.
Jeremy Dennis
http://yakko.tzo.org
