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June 27, 2005
Jeff Jarvis' Dell Hell continues
Jeff Jarvis' Dell Hell, which we noted here has progressed to the point where he is going to the apple store.
The nightmare every tech support person has is a person with many people listening declaring our
mistakes.
If Dell has any brains they will ship a replacement machine and make nice.
On a personal level as a lightfrog tech I am embrassed if I fail to solve a problem a but I would be ashamed to fail to deliver customer service.
Posted by Peter at June 27, 2005 08:57 PM
Comments
I have replaced a Dell DLT tape drive in a Poweredge Server 5 times over the past 12 months. In fact, the replacement drives have been defective on arrival twice. I am now an expert on "how-to" trouble shoot Dell tape issues and what to expect from their support department. Although the engineers are polite and read the scripts well, I have to give an overwhelming two thumbs down to their customer service. If it were HP, they would agree to replacing the drive with something reliable and not persist in wasting my time.
Posted by: Marc Ferguson at December 15, 2005 06:13 PM
That actually surprises me more than the other stuff. With a server replacement you usually are talking a business customer. I would think a company even as large as Dell would catch that.
Posted by: Peter at December 15, 2005 09:16 PM