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-   -   My Email to Dell's Corporate Executives... (https://www.pokecommunity.com/showthread.php?t=193809)

Virtual Chatot September 6th, 2009 12:57 PM

My Email to Dell's Corporate Executives...
 
Quote:

Two months ago the power cord for my Inspiron 1525 laptop stopped working altogether. The green light wasn't turning on and so my laptop was useless. After contacting customer support through emails and chat, I got virtually nowhere. Even though at the time I was under warranty, none of the idiots seemed to understand that I didn't have $80 to spend on a new power cord, and that I shouldn't have to buy another power cord when it's your fault for making terrible hardware. Ever since my terrible experience with customer service, I tried plugging in my cord every two weeks or so to see if it would work again. After plugging it in today, a large spark came out the box and burned by fingers. Now I'm not threating legal action or even a new power cord, I'm just here to tell you that I'm never purchasing another one of your products ever again. Your customer support is world reknown for being ********, and your hardware is nearly as bad.
I eagerly await a response :|

Update
Quote:

Dear Mason,

This email is with regards to your complain that reached our Corporate office. We appreciate you taking the time to bring our attention to this incident. I intend to address your concern. Please provide the best phone number and the best time to reach you. If you could also include any details like you Dell order number or the Service tag number of your computer, it would help. We regret any inconvenience caused. We value you as our customer and request you to give me an opportunity to resolve the technical issue with your Dell Computer.

I am looking forward to a response from you at the earliest.

Regards,

Sheetal

Ph : 1-800-624-9897, Extn # 72-83898.

Working Hrs : 8 AM to 5 PM CST (Mon - Fri).

Camisado September 6th, 2009 12:59 PM

I'm sorry to hear about your experiences with them.

We work with them as a large organisation and they're really good...not surprising given the cost of our contract with them.

It's sad to see they're so lame with individual users. I hope they at least offer you a formal apology.

Buoysel September 6th, 2009 1:02 PM

Take pictures of your burn, you could take legal action and get enough money to buy a computer that is not a total piece of crap.

My first computer was a Dell Insprion B130. It was a totoal pice of crap, my secound laptop is an Acer, and while the Hardware seems to be standing up to the test of time, and me, Vista is not....

I am so thinking about switching to a Mac. (BTW I use to be a die hard Microsoft fan)

Captain Fabio September 6th, 2009 1:04 PM

Guess what.
They don't care and they never will.

You can take legal action and you will lose.
That is the bottom line.

I would be surprised if you get a response.

doesn't matter September 6th, 2009 1:15 PM

Wow, this email won't help, especially since you swore.

Metatron September 6th, 2009 1:24 PM

Quote:

Originally Posted by Alinthea (Post 5085466)
Guess what.
They don't care and they never will.

You can take legal action and you will lose.
That is the bottom line.

I would be surprised if you get a response.

As much as it pains me to say this, I'm gonna have to agree with the post made here.

Did you try calling customer support? I mean, it probably wouldn't make much of a difference if you already discussed this with dell through email, but i mean...it's worth a shot =/

Hope things work out for you dude, but I doubt this email will accomplish anything, really.

Jordan September 6th, 2009 1:41 PM

At least you got to let it out, though, right? One customer to Dell means nothing, I'm afraid to say, compared with thousands or perhaps millions of other poor souls out there.

Virtual Chatot September 6th, 2009 3:50 PM

Quote:

Originally Posted by Voice Of The Voiceless (Post 5085550)
Did you try calling customer support? I mean, it probably wouldn't make much of a difference if you already discussed this with dell through email, but i mean...it's worth a shot =/

After 20 minutes of waiting on the support line today, I thought it wasn't worth it to wait anymore. :|

Quote:

Originally Posted by Amachi (Post 5085512)
Wow, this email won't help, especially since you swore.

As I said in the email, I really just don't care whether I get a new power cord or not. I just wanted to let the 200 Dell employees and executives I emailed this message to that I'm never purchasing from them again. I have no motive or gains besides this.

Quote:

Originally Posted by Alinthea (Post 5085466)
You can take legal action and you will lose.
That is the bottom line.

I have a legitimate claim as I did receive physical harm from their product, but I don't really care one way or another. Furthermore, my Dad is dual British/American citizen, meaning that I could possibly receive free legal aid in the UK if my Dad is the one actually suing Dell ( I'm still technically under 18 )

Buoysel September 6th, 2009 4:11 PM

Quote:

Originally Posted by Virtual Chatot (Post 5086241)

As I said in the email, I really just don't care whether I get a new power cord or not. I just wanted to let the 200 Dell employees and executives I emailed this message to that I'm never purchasing from them again. I have no motive or gains besides this.

Believe me, the last thing they are going to do is care. I've worked in customer support, if you are not buying from us, we don't give a crap about you.

I have never worked for Dell, but that's how we were at AutoZone.


The only way to make them care is to sue them, If you have your dad call, you could probably get a couple of thousand dollars with out even going to court, if you go to court, you could get hundreds of thousands.

Feign September 6th, 2009 4:24 PM

Quote:

Originally Posted by バクフーン (Post 5085447)
Take pictures of your burn, you could take legal action and get enough money to buy a computer that is not a total piece of crap.

My first computer was a Dell Insprion B130. It was a totoal pice of crap, my secound laptop is an Acer, and while the Hardware seems to be standing up to the test of time, and me, Vista is not....

I am so thinking about switching to a Mac. (BTW I use to be a die hard Microsoft fan)

Unfortunately no legal action could be taken, first and foremost because it would have to be proved that the burn was as a result of the laptop, second, the continual trials of using the same broken cord in the socket (after it stopped working), would have been enough.

Quote:

Originally Posted by Alinthea (Post 5085466)
Guess what.
They don't care and they never will.

You can take legal action and you will lose.
That is the bottom line.

I would be surprised if you get a response.

You'd be surprised... Depending on where that email ends up, if it ends up in corporate's hands, it could be a higher up, responding in an email. I remember a coworker had called to complain about his cell phone coverage, in his area, and eventually (forget the time in between), got a phone call from the company's vice president, having tried the coverage in the area, and surprised to see it suck. Of which he reimbursed them of their products and gave them incentives. The last thing the president wants you to do is go to another company for their services, especially if you end up telling others about the old service, and how it sucked.

Quote:

Originally Posted by Amachi (Post 5085512)
Wow, this email won't help, especially since you swore.

This can be the case often, people would like to respond kind with kind.

Quote:

Originally Posted by バクフーン (Post 5086373)


Believe me, the last thing they are going to do is care. I've worked in customer support, if you are not buying from us, we don't give a crap about you.

I have never worked for Dell, but that's how we were at AutoZone.


The only way to make them care is to sue them, If you have your dad call, you could probably get a couple of thousand dollars with out even going to court, if you go to court, you could get hundreds of thousands.

It depends on what CS rep you get sometimes too. That if someone is passionate about their job, they will give incentives for the person to stay.

Bianca Paragon September 6th, 2009 4:38 PM

Wait wait..you knew a product that plugged into a mains wall socket was faulty..and then you kept trying to use it anyway. And now it's Dell's fault that you got burned? o_o

Buoysel September 6th, 2009 4:43 PM

Quote:

Originally Posted by Feign (Post 5086432)
It depends on what CS rep you get sometimes too. That if someone is passionate about their job, they will give incentives for the person to stay.


I knew someone who fell in a walmart parking lot, she was given $4100 USD to not sue, she also had to sign a waver not to sue.

I have to agree with other people though, you used it even though you knew it was bad?

Case dismissed....

You know.... the power cored was what went wrong with my Dell. (sees pattern)

Rukario September 6th, 2009 5:27 PM

a better question is why wasn't it replaced under your warranty? (was it the cord or the psu wart thingy?)
That's what I would have emailed to them. Bottom line is Dell is at fault for not honoring their warranty.. you can and should take action based solely on that. Call them back and DEMAND a warranty replcement - use the record of your first call as needed to establish dates / still in warranty.. etc.

Consult with legal experts first before escalating this to lawsuit status, of course.

Virtual Chatot September 6th, 2009 5:33 PM

Quote:

Originally Posted by Rukario (Post 5086733)
a better question is why wasn't it replaced under your warranty? (was it the cord or the psu wart thingy?)

I tried to get it replaced, but they kept telling me that I had to buy a new one, even though my warranty agreement specifically stated that the power cord was covered. When I told them this, they told me that because they aren't selling Dell Inspiron 1525's anymore, they coudln't honor the warranty, which I couldn't find in the agreement either. >:|

Quote:

Originally Posted by apple.SHAMPOO (Post 5086501)
Wait wait..you knew a product that plugged into a mains wall socket was faulty..and then you kept trying to use it anyway. And now it's Dell's fault that you got burned? o_o

I certainly didn't know that it would erupt into a fireball in my hands for a second after not plugging it in for nearly a month. -_-

Bianca Paragon September 6th, 2009 5:39 PM

It's actually my understanding that Power Cords and Batteries are exempt from Dell's Warranty Terms. They may differ by region; but that's certainly the case in Australia.

Virtual Chatot September 6th, 2009 5:48 PM

Quote:

Originally Posted by apple.SHAMPOO (Post 5086818)
It's actually my understanding that Power Cords and Batteries are exempt from Dell's Warranty Terms. They may differ by region; but that's certainly the case in Australia.

I had extended coverage, which does cover power cords.

Cherrim September 6th, 2009 6:20 PM

Then find a lawyer of sorts if they won't honour their warranty and take legal action. Sending rude messages to a bunch of employees (who are probably working low-end, minimum wage customer service jobs and can't help but give the answers they give you) isn't going to help you in the least. :'(

Feign September 6th, 2009 6:38 PM

Quote:

Originally Posted by Rukario (Post 5086733)
a better question is why wasn't it replaced under your warranty? (was it the cord or the psu wart thingy?)
That's what I would have emailed to them. Bottom line is Dell is at fault for not honoring their warranty.. you can and should take action based solely on that. Call them back and DEMAND a warranty replcement - use the record of your first call as needed to establish dates / still in warranty.. etc.

Consult with legal experts first before escalating this to lawsuit status, of course.

Yeah actually, if you were running in circles with their customer service, I wonder how blatant you can tell them about it, without them avoiding the subject (for something so simple no less).

Quote:

Originally Posted by Lightning (Post 5087013)
Then find a lawyer of sorts if they won't honour their warranty and take legal action. Sending rude messages to a bunch of employees (who are probably working low-end, minimum wage customer service jobs and can't help but give the answers they give you) isn't going to help you in the least. :'(

Hiring a lawyer for this would be too expensive unfortunately... If the item was $10 000 then it might have been worth it.

Was it live chat? If you can phone a toll free number, I would recommend that.

Cherrim September 6th, 2009 6:52 PM

Quote:

Originally Posted by Feign (Post 5087076)
Hiring a lawyer for this would be too expensive unfortunately... If the item was $10 000 then it might have been worth it.

That's true, but sending emails like that is never the right answer. :( Professional letters of complaint are one thing but a message like that isn't going to help at all.

Feign September 6th, 2009 7:04 PM

Quote:

Originally Posted by Lightning (Post 5087104)
That's true, but sending emails like that is never the right answer. :( Professional letters of complaint are one thing but a message like that isn't going to help at all.

Yeah probably not. I know there is a Dell help centre in my city, so I think some phone calls would get directed there, and not India... But sometimes I am not surprised.

beauty. proletariat September 6th, 2009 10:51 PM

The problem with the customer service is that the companies compete cost with customer and it leaves angry customers that don't know what to do.

Which part of the power cord is stuffed? If its just the bit that connects to the wall, they can be replaced for approximately 5 dollars, but if its the battery aswell, well, you should take action.

Talk to them, tell them you want to speak to their manager, complain, tell him/her you will never get a dell product again and you buy computers for your whole extended family because they're not computer literate or something and after complaining and etc etc. They should replace it for you.

Points to argue about:
Warranty
Caused you physical pain
stopped you from accessing valuable data (made you pay to go to a netcafe to access your important files online) or schoolwork that you redid
wasted all that time

with the above reasons... The manager has to be cold not to replace it for you.

Twisting words :)

Virtual Chatot September 7th, 2009 4:58 AM

Doesn't really matter anyways, I just wanted a few of the people I emailed to read it, and if any of them have, I'm satisfied. Money is not an issue here at all, and I can easily replace this laptop, but not with another Dell. :|

Pazuzu September 7th, 2009 5:45 AM

lol, good luck. It's not like you make any difference to them, at all. Nor does any other non-corp customer.

And just to throw this in, their business support is fantastic. Technician with replacement parts at the place the next day.
And even the execs phone you back on issues.

Virtual Chatot September 7th, 2009 7:24 AM

Update
Quote:

Dear Mason,

This email is with regards to your complain that reached our Corporate office. We appreciate you taking the time to bring our attention to this incident. I intend to address your concern. Please provide the best phone number and the best time to reach you. If you could also include any details like you Dell order number or the Service tag number of your computer, it would help. We regret any inconvenience caused. We value you as our customer and request you to give me an opportunity to resolve the technical issue with your Dell Computer.

I am looking forward to a response from you at the earliest.

Regards,

Sheetal

Ph : 1-800-624-9897, Extn # 72-83898.

Working Hrs : 8 AM to 5 PM CST (Mon - Fri).
This is the response I got today, I'm going to call them and see what they have to say.

Cherrim September 7th, 2009 7:45 AM

Make sure you get the name of who you're talking to and, though I shouldn't have to tell you, try to be polite the entire time. :(


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