Amazing Satisfaction from DELL CS! M1530 Screen

M1530 Screen Issue:

I received my M1530 today. 45 minutes into playing around with it, i start noticing a little graininess on the screen, and my touch volume button wasn't working at all...

So i call Technical support and man-what an ass. He wanted to send out a repair rep to fix the sound contacts and look at the screen. I was like,wait a minute, i just recieved this unit not more than an hour ago and you want to go inside my computer and do a repair then "check" out my screen!? He was going into an analytical rant about how he is in college and had statistics as a course. And how that correlates with the amount of repairs done based on how many units sold, yada yada yada... I was like what!? I just want another computer. I am losing confidence in this unit by the minute. I just want a new one sent out. He puts me on hold for a CSM rep. If you ever hear no music and the dreaded, "please hold", message..hang up!! That is Dell's purgatory for customers they don't care for..lol. i had 30 minutes left to get a rep, so i hung up , called back- and got one on...

This is where it gets good. A gentlemen by the name of Luis comes on. I tell him my story, how frustrated i am, and didn't enjoy the robotic abuse by the tech rep. He wanted to know if i wanted a refund or a new one sent out. I told him i wanted a new one of course. He went out of his way to tell me how he agreed, if you spend $1600 on a computer and its defective the same day that he would want a replacement pronto. Suffice it to say, he went above and beyond on compensating me for my torture..lol with the tech rep. He gave me...now listen closely.... a 3 year complete care to go along with my 3 year warranty i already purchased. AND...$100 coupon for future products...and that was without asking! He also sent out an email to Malaysia for a Manufacture upgrade on the LCD screen... He was the man! I tell you what. I don't care what anyone says but Dell gos above and beyond and made me a customer for life!!!

 

Yea, once in a while you get a "good person", most of the time you get "**** people", you were lucky.

 

Incredible service. This is also the best advertising available. Word of mouth like this will make a lot of people interested. You can tell that dell have realised about their cs issues and are now taking in some great staff! Good for them..and us!!

 

Their not taking in great staff, most of their staff are ass holes, he was just lucky.

 

This is been my experience, too. Yes, most of the time they don't fall all over themselves to make you happy, but with very little persistence, I've always gotten what I wanted. All it takes is to keep your cool (or not, in some cases, but I've found keeping my cool and making reasonable arguments persistently has always, always worked.) I hear about people calling for things, like screen replacements and getting denied. My nephew's harddrive crashed and I did a software repair on it, but told him to have Dell replace it when he got back, but they gave him some run around and he just dropped it. But every time, every time, if you are just persistent either with the same person, or keep calling back I've gotten what I wanted. This may seem like a pain in the ass, but seriously, with most companies even persistence won't get you treatment like Dell will give you.

 

it's called polite aggressiveness. Salespersons use it all the time.. the good ones that is..

 

Dell ...almost 1 year later... still the BEST!

They replaced my computer in August as well! Long story..


but DEll has the best CS on the planet!

 

Glad to know I'm not alone!

There are all these people claiming negative CS experiences it makes me wonder if we're living in a alternate reality.

From my experience, Dell has the best CS in the industry atm.

 

That's awesome..just awesome..You treat others how you want to be treated..for one thing.

And, you stand *firm, but polite* in your dealings with others when you know you are in the right

Glad it worked out to your advantage!


Cin

 

Cin.....you are just wonderful, my lady...

 

Well...and why...just Thank you

How is it going with the 1530???

Cin

 

This actually is because DELL has total satisfaction guarantee. If you don't like what you have received you can get full refund.

If you have asked first ref. if you could get an exchange, he would have let you.

What DELL really should do is building a good system in the first place. They have terrible quality control.

 

This isn't entirely true. I received a Studio 17 that had multiple problems and Dell wanted me to send it in for repair. I had received it earlier that week so I said I would prefer an exchange instead of repairing a brand-new laptop. The guy told me no, the policy was for them to repair it. His supervisor also told me the same thing. Keep in mind I was very polite and patient the whole time. I ended up saying ok to them and calling back and getting a new guy who agreed to the exchange when I said I wanted a refund. So although in the end it worked out, it took a while despite how friendly I was. But I'm glad the OP had such a great experience. It really does depend on the rep you get, some are sneaky and others try to do the right thing from the start.