A few weeks ago I wrote that my system was mysteriously rebooting itself from time to time. Little did I know that that was just the beginning of the biggest PC pain I’ve ever experienced. I’m finally back up and running tonight after three days without my primary PC. Here’s a summary of what happened–and a word of warning to anyone who buys an on-site service warranty from Dell.
The thing that surprised me most about this story is that it wasn’t the power supply on his Dell 4600 that went bad. I’ve had lots of reports from people who had their systems mysteriously die shortly after the warranty expired. They’re especially unhappy that no one in Dell’s worldwide support empire seems to understand that this is a common problem.
Anyway, Jeff’s story is yet another illustration of how difficult it is to work with Dell’s support bureaucracy. He was persistent, and got what he needed. And the same thing happened to me recently. Remember my neighbor Jerry’s Dell 4100? Its case fan (a proprietary part) died, and I couldn’t find a replacement anywhere. Way more than a dozen calls to Dell turned up no help and only frustration. Until I finally connected with Diego, a “case resolution” specialist who works out of Dell’s Buenos Aires office. Diego listened to my story and promised he was going to see it through and make sure I was taken care of.
Sure, I said. I’ve heard this before. And then guess what? Diego came through. It took a week for him to track down the part I needed. Every morning I got a phone call in which he informed me of the status of the search. When he finally found the part (at a third-party company), he gave me the details, told me to order it, and promised that he would have my charges reimbursed. And he did exactly that. Parts arrived, computer fixed, charges reimbursed. I got one final call this week from Diego, just checking to make sure that everything was OK.
If anyone at Dell is reading this, please make a note. This is how customer service is done. I shouldn’t have had to call so many times or lost my temper to finally reach someone who could solve the problem. But I’m glad I stuck with it. Thank you, Diego.