Awesome Service Experience!

Well, the battery on my Inspiron 6400 has lost a lot of it's charge recently, down to about 3 hours. So I emailed Dell yesterday, explaining the steps I'd taken to to diagnose that my battery was prematurely aging, and awaited a response.

Well, the same day, whilst I was at uni, Dell rang and told Dad they were sending a replacement battery out the next day. They did leave a text message on my mobile, but I didn't notice it until I got home.

Well, my new battery arrived today, and works perfectly.

I didn't have to make a single phone call, and my laptop is back to prize condition. This is just a shout out to the folks at Tech Support, Dell Australia, you guys rock!

 

Yeah, i've also had a good experiance with dell when it comes to customer service.
I don't understand why people are always complaining about it.

 

Maybe now Dell realises they have to back up good products with exceptional support. Product is one thing, support is everything IMHO.

Bad experience with a product and no support = never buy that product again.

Bad experience with a product and good support = definitely consider for my next purchase. They were there when I needed them.

Good word of mouth is the easiest way to sell LOTS of products. And it is all about service because no company can really afford to market or build crap notebooks. They will be caught out too soon.

Notebooks no matter how well designed are inherently prone to premature failure. There is just too much electronic cooling to do in such a small space for everything to be 100% reliable. A simple Surface Mount Resistor could fail (replacement cost = 0.001c) and your notebook is DEAD.

 

Same thing here! The recent one was just yesterday. I ordered an Inspiron 640M for my mom, and it was delivered last Friday. Unfortunately, the Power AC adapter and the power cord were missing. I emailed them Sunday night and explained what was going on. I heard back from them yesterday letting me know that the replacement Power AC adapter and power cord were ordered and shipped. My package arrived today and everything was resolved so quickly.

 

Nice to see someone posting about a positive experience.

Because people usually complain/talk about/post here, when there is a problem. With DELL selling millions of notebooks all over the world, theres bound to be several thousands of failures and unsatisfied customers.

 

I have also had nothing but good service from dell. Since I received my laptop in december 06, I've had three interactions with customer service:

1. I knew that I wanted to do a clean install of XP as soon as I received my new 1505. Everything was included with the laptop except for Sonic and Cyberlink. I emailed customer service, told them what I needed, and I had the disks in my mailbox in three days - no charge, no questions asked, sweet!

2. After I upgraded to Vista, I was having some sound issues. I used online chat to talk to customer service. They weren't able to help me resolve the issue through the chat session, but they did tell me that they would call me within two days. Two days later I got a telephone call and the tech was able to walk me through a simple fix for my issue.

3. After upgrading to Vista, I also noticed that my bluetooth was no longer working. I searched for a solution, but couldn't find anything. So, I again used online chat to contact tech support. After thirty minutes, the tech couldn't help me, so he provided a toll-free number to call. When I called the tech support number, we spent another 30 minutes before they determined that my bluetooth module was bad. He ordered a new module for me and I had it in two days. I used the online documentation to learn how to install the new module and within ten minutes, my bluetooth was working perfectly.

All in all, I would have to say that I am more than happy with dell's customer service. I've had a three issues that were resolved quickly and at no expense or inconvenience to me.