In all my years dealing with Dell

[gythiawulfie.livejournal.com]

I have never ever ever had an issue with dell. Who ever designed their new ticket system forgot to have it include the drop downs you select into the email.

I have just spent several emails explaining what I wanted. They are supposed to give me a return authorization number so I can return software that, was, well... useless as my old computer died before I got it.

I ordered the intelli transfer so I could transfer the settings from my dying pentium 3 to the new computer. However new computer came first, old computer died few days later, then software came. Software is now useless.

Wellllllllll

I follow the directions on the sheet to go to a particular website and email customer service to retrieve my return authorization number.

So, I select return in the first drop down.
Software in the second drop down.

Fill in my name
Order Number and it says to give a BRIEF description.

Well, here's what it ended up looking like when the rep got it.

This gets long



riginal Message Follows:
------------------------
MIME-Version: 1.0
Content-Type: text/plain; charset=us-ascii
Content-Transfer-Encoding: 7bit
X-Mailer: aspNetEmail ver 3.1.5.0
Message-ID: 972066e9aee949fdadb62d77ca407d29@support.dell.com

* * * PLEASE DO NOT CHANGE THE SUBJECT WHEN REPLYING * * *
* * * This is a feedback Message from the Dell Online Communications Center. * * *
***********************************************
Requestor: My Name
Email Address: my addy
Phone number: my number
Phone number extension:
Invoice/Order Number: 221223616
PO Number (order lookup): (Filled it out, didn't come through)
PO Number (user entered): (Filled it out didn't come through)

Problem: (I am requesting to return the software... missing from rep message.) The old computer died before I got the software. Since it died, I no longer needed the software. It is unopened.
***********************************************
Problem: I am requesting to return the software... missing from rep message.) The old computer died before I got the software. Since it died, I no longer needed the software. It is unopened.
***********************************************

Well I got the following response.

Thank you for contacting Dell Online Customer Care.

I understand from your mail that you would like to return the software.

In this concern I would advice you to kindly keep the software with you as you can utilize them for the future when you purchase the computer.

I would advice you to keep them as a gift from Dell.

Thank you for contacting Dell Consumer Customer Service and allowing me the opportunity to assist you. Your case number for this interaction is XXXXXXXXXXX. Please keep this number for your records. It will help us keep track of this issue so we can better assist you if you have any further questions or concerns about the order.

Again, thankyou for contacting Dell Online Customer Care.

___________

So then I assumed by the interesting grammar, they were clueless as the the fact that they were supposed to give me the authorization number. I didn't want to keep the software, so, I replied because I figured maybe I should have mentioned the authorization number. So I replied to this email like I could and I sent the following message.

_______

"I would advice you to keep them as a gift from Dell."

I need to return the software, which is unusuable because the old computer died, and it was software designed to transfer settings from the old computer to the new computer. IE, I now only have the functioning new computer, and it is therefore useless. You are supposed to give me a return authorization number when a return is requested.

My mother paid for the software. I want to return it, so she can get a credit for something not needed as it came several days AFTER the new computer and 2 days after the old one died.

I do not understand the statement from above.

Is this meaning you are refunding the ammount?

IF not, then I need to return the software so my mother can receive the refund on the now not needed unopened software. May I please have the return authorization number?

__________

Well, didn't work. I figured that was nice, asking twice for the number. Well here's what I got this time.
____________

I understand from your mail that you would like to return the software.

I apologize for the inconvenience caused to you.

I assure you to provide the accurate information related to the return of the software. In this concern I would like to inform you that there is 21 days customer satisfaction policy. If the customer faces any kind of inconvenience then the customer can contact us and get the issue resolved.

Thank you for contacting Dell Consumer Customer Service and allowing me the opportunity to assist you. Your case number for this interaction is 143052349. Please keep this number for your records. It will help us keep track of this issue so we can better assist you if you have any further questions or concerns about the order.

Again, thank you for contacting Dell Online Customer Care.
_________

Okay, I already know this, it took 36 hours to get that response. So I decided to be blunt. Well it worked.

Here's what I sent the LAST time.

__________

-----------Original Message Follows:---------------
Body: Are you going to give me the return authorization number or not? I was told to contact CUSTOMER SERVICE to get the return authorization number.

I filled out the form like I was ASKED TO.

And instead you repeat to me what I already know.

IF it is NOT CUSTOMER SERVICE that I am supposed to contact, I would suggest you change the print out on the paperwork that comes with the products as it is VERY misleading, and I feel, at this point that you are stalling so the 21 day period passes and I am stuck with a very useless piece of software.

So, if it isn't you, who is supposed to give me the return authorization number..

Who is it?
_______

Not my best work, but I got 2 replies... the first one was VERY telling

_________

Thank you for contacting us at Dell Home and Home Office customer care today.

Your issue has been assigned case number XXXXXXXXXXX. We are working to resolve this issue as quickly as possible. Please refer to this case number when communicating to any Dell representative regarding the issue we discussed today.

If your issue is not resolved to your satisfaction, please contact my case manager by replying to this email. Please include the best times for us to call you and your preferred phone numbers. We will do our best to reach you at these times, or as soon as possible thereafter. When replying to this email, please leave the subject line unchanged so we can route your reply correctly.

Thank you again for choosing Dell!

_________

20 mintues later, a DIFFERENT rep sends me the following email.

Thank you for contacting Dell Online Customer Care.

I understand from your mail that you would like to get the return authorization number.

Please accept my sincere apologies for the inconvenience this matter has caused.

I assure you to provide the accurate information related to the return of the software. I have set up the return for the software under the authorization number: XXXXXXXXXXX.

You, being a valuable customer to dell, I would like to inform you that you will not be charged the return shipping for this monitor & the original shipping will also be refunded. You will receive prepaid return shipping labels within the two business and the UPS will pick up that Items from the following address :

_________

As for being a valuable customer? We have ordered 4 computers and a hand held in 6 years with them. Mine that just died (I kill computers in about 4 years, took me 2 to kill a HP), my new one that I just got, my lap top that I am turning into a linux machine, my daughter's computer and my new hand held.

But obviously someone needs to point out to them that their on line form, really causes alot of grief. They did say they were going to refund all of it, and not even charge a restocking fee.

Of course in one line they mention the software in the other line, they mention a monitor. Eeeesh.

Comments

[hisamishness.livejournal.com]

...you want an RMA for software and they tell you there will be no shipping fee to return the monitor...

[olafthunderfoot.livejournal.com]

with a shockey stick?

[dejana.livejournal.com]

That is an outsourced support email if I've ever read one. :\

::puts on abestos suit::

[jecook]

And being worked through by someone who does not have english as a primary language.

Or is related to George. Or *is* George.

It took me two tries to convince Dell's tech support via their chat feature that the hard drive my my lappy had too many bad sectors, AND that I wanted a new lower chassis, as my old one had a nasty crack in it. And that was before the minor BS with the field circus (the big Q, if you are curious) thinking I was on the other side of town. ::rolls eyes::

I think my next laptop will be a thinkpad, in all honesty. Unless people have horror stories about them.

Re: ::puts on abestos suit::

[jecook]

Oh, do tell.

Actually, wait for the next post to tell.. ::snicker::

[emsy.livejournal.com]

I am *so glad* I didn't get my laptop from Dell in the end. I tried three times to order one from them and they mucked up the order every time, so in the end I went somewhere else.