...and Bondage
So, last week Dell offered me a refund of my original purchase because of how spectacularly they had failed to resolve my technical issues, and since they were wholly unprepared to replace my computer with a like-or-better model (for one, it appears nobody puts WUXGA screens in anything anymore except in special high-end desktop monitors, and for another there seems to be a misunderstanding on whether an integrated graphics processor is a like-or-better replacement for a dedicated graphics card-not to mention that the first system replacement they offered me didn't even have a Bluetooth card, which was the malfunctioning part that led up to the system exchange in the first place). Because I was contacting them outside of normal business hours last Friday, they promised to get back to me sometime early this week with the details.
In hindsight, I should have expected that they would fail to live up to my expectations. This afternoon I got an eMail from a new agent who's taking over "the case regarding the replacement system for [my] Dell laptop computer". To kick things off, he addressed his eMail to "Mr. Jason Strong", and he didn't provide a direct means of contact, which is a huge step down from what I've grown accustomed to using Dell Tech Concierge where I have reliably gotten the same agent through the web chat service during his hours of availability.
Shocked that my case seemed to have gone back a step, I opened up the Tech Concierge chat window and immediately got a hold of the previous agent, who informed me that apparently "The refund could not have been approved"-which was a shocker to me, since during last week's chat, he had said specifically "We can provide you a refund." and gave no indication of any pending approval, simply that he would "be emailing [me] the details of the refund."... additionally he said that I should be dealing with the new agent handling my case now.
It also seems that Dell has shut down their "Consumer Advocate" program which helped me through my last system exchange, so I guess I just get to continue to get frustrated with people who don't have the authority to actually resolve my problems.
So I guess I'm going to continue to run in circles with Dell for a while.
In hindsight, I should have expected that they would fail to live up to my expectations. This afternoon I got an eMail from a new agent who's taking over "the case regarding the replacement system for [my] Dell laptop computer". To kick things off, he addressed his eMail to "Mr. Jason Strong", and he didn't provide a direct means of contact, which is a huge step down from what I've grown accustomed to using Dell Tech Concierge where I have reliably gotten the same agent through the web chat service during his hours of availability.
Shocked that my case seemed to have gone back a step, I opened up the Tech Concierge chat window and immediately got a hold of the previous agent, who informed me that apparently "The refund could not have been approved"-which was a shocker to me, since during last week's chat, he had said specifically "We can provide you a refund." and gave no indication of any pending approval, simply that he would "be emailing [me] the details of the refund."... additionally he said that I should be dealing with the new agent handling my case now.
It also seems that Dell has shut down their "Consumer Advocate" program which helped me through my last system exchange, so I guess I just get to continue to get frustrated with people who don't have the authority to actually resolve my problems.
So I guess I'm going to continue to run in circles with Dell for a while.