Sunday, May 29, 2005

Dell Support -Part II

Well, Dell has done it again. After months of putting up with a networked printer going off-line after few days, Dell has scheduled a tech to come out and replace some parts in attempt to fix the problem. They say "tech will call you before 10AM to schedule an exact time". OK, no call. I call them, and get the standard response: "tech will call you schedule an exact time". Few days later, I try again: part is not in yet. Few weeks later, I call again. This time they say, "well, the tech tried to contact you, he showed up at your office, you were not there, so he sent the part back". WHAT??? It turns out the guy did not leave me a voicemail, and he showed up at the office at 7PM, waaay after hours (I told them we are open 9-5).

So, we schedule new appointment for the following day. 10AM, 11AM, Noon. No call from the tech. I call them. Same story: "the tech tried to contact you but could not". What do you mean "could not"?? And what constitutes "trying"? Picking up the receiver? Or actually dialing the number? I get on the phone with Dell and escalate the call. Appointment is set for the following day, "tech will call you before 10AM to schedule an exact time". No call. We are in the middle of moving to a new patch panel, and replacing switches, when the service tech showed up.

He made few changes to the settings, and said that the printer is too sensitive to lost packets. Update firmware. We'll see if that fixes it.

Basically, I understand that things don't always work as intended. There are glitches, etc. But, the way I have been treated by Dell on this issue is simply unacceptable. Funny thing is that Dell sent me survey asking me to rate my satisfaction with the warranty service (this was two after the tech has not showed up for the scheduled appointment.) Funny stuff…