My Dell Computers have served me well most of the time. When something happens that requires a Dell technician, my stress levels increase and exasperation sets it. It shouldn’t be this hard to get someone to come fulfill the terms of my extended warranty aka insurance yet it is. It hasn’t always been this way.
The first call requesting service has to be made to a number that rings in some foreign country where seldom anyone answers the ring who is proficient in English. If I said, “I’m sorry but I cannot understand you” once, I must have said it a hundred times. My problem, not theirs.
First off, after I gave my name to “April” and said I had a black screen (she asked what color it was) and my computer wouldn’t turn on, she immediately told me I had a software problem and that would cost me $249 plus $20 Kansas Tax. Only after committing to this would she let me talk to a technician and I wasn’t going to do that knowing I already had FULL coverage. No matter what I told her about the specific Dell computer I had…XPS and that I had full insurance coverage through July 2013…she just mumbled and we simply couldn’t understand each other. At least I couldn’t understand her. Only after saying I absolutely was not going to buy her insurance and that I wanted to speak to her supervisor, did I get transferred to Ren, her supervisor.
Ren was no improvement. I couldn’t understand him although he seemed to be understanding me yet not listening. Their only goal in life was to sell me insurance. He wasn’t going to let me talk to a XPS technician without first buying $269 worth of software insurance. He said I had “hardware” insurance, but not “software” insurance and mine was a software problem. I’m not the sharpest tool in the box, but I was aware that there was no way, based on the information he had from me, that he could tell what was wrong with my computer. He was determined to get money out of me for insurance for surely his children would starve to death if he didn’t. I really don’t think he knew anything at all about computers. He was a very determined, persistent insurance salesman.
I called Kenz on my cell. She verified I had the best insurance they offered and it covered everything including “house calls”…on site repairs… and not to bite on their demands. She also said she suspected, from what I told her, that I had a video card that had shot craps. As it turned out, she was right. She stayed on the line an hour or more just trying to help me wade through all their red tape.
So, after over two hours of trying to explain to April and Ren about what kind of computer I had and the problem was more than a black screen (the computer was OFF…what color did they expect the screen to be?). Ren finally admitted he didn’t know anything about XPS computers. I said I wanted to speak to someone in the U.S. who knew something about an XPS. He connected me to April, assuming I wouldn’t remember I had just spent an hour arguing with her. The minute she started talking, I lost it and told her I demanded to speak to someone who spoke English that I could understand…no offense.
She transferred me to Abbey who lived in some other far away land, but her command of English was much better. She didn’t say a thing about insurance, no mention of it whatsoever, and that they would mail another computer to Fed Ex and that a technician would pick it up and come to my house and make the necessary repairs until my computer was like new again. Way toooo simple, I thought. I asked her where they were sending the new computer and after being gone a long time seeking that information, she returned and said “Texas”. Whew!
I asked her what would happen then….and she left again. After returning she said the tech would drive to 1404 N. Douglas and make the necessary repairs. I asked her if she knew how far it was from “somewhere in Texas” to 1404 and of course, she had no idea. When I suggested he might be driving 500 miles or more, she left again for another conference with some higher up. Finally, finally….after lots of talk about that I was satisfied that a techie might eventually appear at my door.
When we hung up, I checked my watch … three hours on the phone talking to someone half way around the world while trying to get service from someone located 30 miles to the east. The techie could have saved them and me all that trouble.
Anthony from Salina arrived the following Wednesday evening, a day late. When I checked on that Wednesday morning, I was told he came on Tuesday as he was supposed to but I wasn’t home. I just hate that when they make such egregious statements. Anthony verified that no one came on Tuesday. They just lied about it and I knew it.
So, Anthony took all the components out of my old machine and put them in the new computer. He did put in new memory and mother board. It still wouldn’t work, so then I was supposed to call India, or wherever, again and go through all that again. Finally, after much pleading he called a supervisor who said they’d send a new hard drive.
A week later Anthony arrived again. New hard drive…not the problem. Still no computer. Finally, he switched the video card and Voila! Just as Mackenzie had predicted. Now, my keyboard doesn’t work so I’ll have to go back to Bangladesh to request it be replaced. Maybe it won’t be so complicated…but I’m not counting on it.
What I derived from this experience is that Dell is hell-bent on selling their computer repair insurance even if you already have it. I had full coverage which they could see on my order form that was in front of them. That didn’t matter, they were playing me for a sucker. They weren’t going to let me explain to a techie the problems I was experiencing with my computer until I gave them a credit card number and bought their insurance. It’s a poor way to conduct business. Outsourcing is at the top of the list of things that are wrong with the way U.S. corporations do business.
My computer is working at the moment and that’s a very good thing. Mackenzie will fine tune it then it will sing all the high notes again. At least I hope that’s the way the story ends. I do love my computer…most of the time.
Thanks for tuning in…