In our forum introspection this week, we’re looking at a thread by forum
member Jon about Dell’s service
and support department. Jon called up Dell to order a spanking new
Inspiron 6400 earlier this month and got his notebook in the mail a week
later. Unfortunately, the machine he received was outfitted with onboard
Intel graphics and not the ATI Mobility Radeon X1400 graphics processor
he ordered.
Three phone calls to Dell later, Jon says he was promised a Mobility
Radeon X1400 upgrade module, but a search on Dell’s support forums and a
call to another Dell representative later revealed that his Inspiron
6400’s couldn’t accommodate a standalone graphics board. After calling
back and explaining his situation last Friday, Jon was told to wait a
day and ended up calling back on Monday. At this point, Jon says he was
unable to get through to a customer care rep, and that he was hung up on
and even transferred to a Fax line at one point. Jon was eventually able
to leave a message on a manager’s voice mail, but after several days and
a total of 12 phone calls, he says he still doesn’t have the machine he
paid for.
Has Dell’s support staff been good to you, or do you have a similar
experience to share? Have you suffered a similar fate with another
company? If so, feel free to hit the forums—sign up first if you don’t
have an account—and join
the discussion.
Share
