Dell Issues - Updates

Basically my experience has gone like this:

1. Ordered Laptop with expected ship date on the 2nd
2. Laptop ship date changes to 12th
3. Laptop ship date changes again forcing another 1.5 week delay until it is in my hands
4. Lots of horrible customer support telling me lies about receiving it sooner, blah blah blah.
5. I get the laptop and I like it.
6. I use the laptop for 4 days and the battery malfunctions and dies completely.
7. That very same night I talk to tech support and they put in an order for a new battery. They know I had the laptop for less than a week before it was unusable and assure me the battery will arrive in 1-2 business days. Fine.
8. A week goes by and I call support. It's a Friday night and I ask them where my battery is. Dell India tells me to call back in 3 days to get the status because he does not know.
9. I call back on a Monday to find out what is going on. Lady on the other end almost insinuates that my battery is not really dead and I am just lying for the hell of it. I ask about returning the laptop and she tells me I am past the 21 day mark which I point out to her is total BS. We get by that quickly and she insists she will speed up the delivery of the battery. This is after waiting over 10 days already. I push for some $$$ back and she reluctantly asks her supervisor which approves of a small discount off my next order.
10. Days go by past the ESD and again I wonder what is going on. I go to the dell chat and ask and am told my Battery Order never actually processed! They CANCEL the order and put in a new one which has an ESD that will once again delay my battery arrival by over a week! I am once again assured that it will really only be 1-2 business days.
11. Days later I get on the Dell chat again because my code I was given for my Dell Dollars does not register. I am told it is in the system and being processed. I ask about the battery again and am told there is a delay because they don't have any! No batteries for a customer who already received is freaking laptop with a dead battery... what horrible service

Maybe Dell could get some advice from those guys who sell batteries on ebay and are able to ship overnight?

During all my experiences with Dell I have been lied to over and over and over. It's just.... I've never had this experience with another company. The Dell Preferred account has the worst payment system ever. They take forever to process a payment (making you late) and if you pay by phone or same day you get charged $10-$13... for making a payment!

During my last chat session I was given the following statements:

'What happened was inexcusable, and is not Dell's normal way of doing business'

"We greatly appreciate your business and we want to retain it."

"Having technical problems can cause a lot of frustration, to say the very least, and I would feel the same (if not even worse) if I had gone through what you have. I appreciate your understanding that I am here to help you, not add to your frustration.""

I noticed that these statements were encapsulated by quotes and asked if he had written them himself or did Dell do it for him. He admitted that every response was already written by Dell for him! This is the XPS support.. pre scripted responses.

When will I receive my battery, who knows. What I do know is I wont buy from Dell again. This supreme XPS support is a joke and the only difference between it and the rest of the horrible outsourced India support is the pre-written responses of sympathy, I guess that is what you get for paying top dollar.

I urge anyone reading this who is thinking about buying a Dell to shop around for a company with better support.

 

I think it's who you speak to makes all the difference.Try getting their names and ID if they have one for future reference.And you can insist on a supervisor to speak to.

 

I have done all that and have made too many calls to just have bad luck. I've asked for supervisors and got the same person pretending to be somebody else as well.