Dell Support Woes
BACKSTORY: So, my friend's laptop hard drive is beginning to act "on the fritz". (Blue screens, event log messages, chkdsk warnings popping up on every boot, etc.) The laptop is only six months old, purchased from a local Best Buy. Originally, I had her contact Dell, explain the problem, and ask what course of action should be performed. The tech support "specialist" told her to go to the Geek Squad at Buy and "surely they can assist".
One trip to Best Buy later, the Geek Squad tells us our two options:
1) Fork the laptop over to them, they send it in directly to Dell, 3-4 weeks later she gets a new hard drive back.
2) Contact Dell and ask them for a replacement part. After receiving the part, we can bring the laptop and part in, and have the fix performed. (That, or I could just do it. The guy said I could. I HAVE HIS PERMISSION.)
After assuring us that we can contact Dell and get this, we go back and try again...and the following chat log is what happened.
*NOTE THAT THIS IS ME TALKING TO THE REP AT THIS POINT*
Session Started with Agent (Gagan1_166313)
Agent (Gagan1_166313): "Thank you for contacting Dell Technical Support. My name is Gagan and my rep ID number is 166313. How may I assist you today?"
Me: "Hi Gagan, I had recently talked to a representative earlier this evening regarding the issues with the hard drive in my Inspiron 1525. I went to Best Buy after talking with the representative and presented them with the problem, and they indicated that I should contact Dell directly with the hard drive issue
Me: "for any other reference, the error code I am getting by Dell Diagnostics is 2000-0142 - Hard Drive 1 - Self Test unsuccessful. Status: 79"
Agent (Gagan1_166313): "Okay.I will surely assist you in this regard."
Agent (Gagan1_166313): "I see that there was an issue with the system that it had a blue screen right?"
Me: "Yes"
Agent (Gagan1_166313): "I am sorry for that but Dell only support the issue with the AC adapter and the power cords."
Agent (Gagan1_166313): "I would not be able to support that issue, I am sorry for the inconvenience."
Agent (Gagan1_166313): "Dell systems sold through Best Buy have the special feature of carry in" warranty that enables you to get the advanced troubleshooting (such as required in this case), done from the Best Buy's Geek Squad available in the store itself. For any other small question like how to set up your computer or any issue with the keyboard or mouse I will be glad to assist you.
Me: "a representative from the Geek Squad told me the exact opposite of this; they had told me that Dell should either be able to, 1) have the laptop sent in to be repaired, or 2) have Dell send a replacement hard drive and they could install it. The laptop is still under warranty through Dell, as the representative of the Geek Squad had told me
Agent (Gagan1_166313): "I am sorry but the system has a warranty with the best buy department and they would cover that issue for you."
Me: "I was told by the representative at Best Buy that there is absolutely no warranty through them, and that I should contact you to seek attention regarding this matter"
Me: "the warranty slip with the computer specifically states that we are able to contact Dell with any problems"
Agent (Gagan1_166313): "I am afraid but that is the wrong information given to you, I would suggest you to get back to them and address the issue again."
Me: "so essentially, one of you are giving me the wrong information. I have dealt with other companies in the past with a similar matter, and I have always been directed to contact their manufacturer, not the vendor. The warranty status of this laptop was said to be supported through Dell as well as Best Buy, but a representative of Best Buy had told us to go to you instead. the representative also said there was nothing he could do unless I had talked to Dell about this issue.
Me: "I have never heard of a manufacturer telling the vendor to deal with warranty information and also not being able to deal with a hard drive problem"
Agent (Gagan1_166313): "I understand that, but the system sold through best buy are only support by them."
Me: "in his own words, the Geek Squad representative had specified that I could contact Dell, have them send a replacement hard drive (as the computer is under warranty) and they could install it, or they could accept the laptop and send it in to the Dell Support. I was hoping to opt with getting a replacement and having it installed locally, so I would not have to be without the computer for too long, as I use it for school as well as business
Me: "if that is true, then why does Dell have a warranty?"
Agent (Gagan1_166313): "We only support some of the issue with those systems like an issue with the adapter."
Me: "would it be possible if I could speak to a supervisor in regards to this? I fear there has been some communication on some end"
Agent (Gagan1_166313): "Okay let me check that for you."
Me: "okay, thank you"
Agent (Gagan1_166313): "Okay I would transfer the chat to my manager."
Me: "okay, thank you very much"
Agent (Gagan1_166313): "You are welcome."
Session Transferred to Agent (Sup_Rupinder_114262)
Session Started with Agent (Sup_Rupinder_114262)
Agent (Sup_Rupinder_114262): "Hi *User*, My name is Rupinder & I am the Manager here."
Agent (Sup_Rupinder_114262): "How are you doing today?"
Me: "Hi Rupinder, I am doing okay, thank you. How are you?"
Agent (Sup_Rupinder_114262): "I am doing fine. Thank you for asking."
Me: "I have been having problems with the hard drive in my Inspiron 1525, error code 2000-0142, I was told to go to Best Buy in regards to acquiring a replacement hard drive. After going to Best Buy and speaking with a representative from the Geek Squad, they told me I should be speaking with Dell Technical Support to acquire a replacement or some sort of repair. I was hoping to have a replacement hard drive sent to me and I could go to Geek Squad and have them install it, as the representative told me to do
Me: "unfortunately, I seem to have been getting some mis-communication somewhere and a Dell representative told me the opposite."
Agent (Sup_Rupinder_114262): "*User*, I am sorry for the inconvenience that you had to go through."
Agent (Sup_Rupinder_114262) sends page: "http://support.dell.com/support/topics/topic.aspx/global/shared/support/dellcare/en/bb_purchase?c=us&l=en&s=gen"
Agent (Sup_Rupinder_114262): "Please read the Policy for systems Purchased from Best Buy."
Me: "I reviewed that as well as directly spoke with a representative from Best Buy and they told me to contact you in regards to this issue"
Agent (Sup_Rupinder_114262): "Your system would be supported by Geek Squad only. The warranty on the system is a Carry in Warranty & would be obliged by Geek Squad,"
Me: "I was told that the only service Geek Squad could provide is if we either, 1) gave them the laptop and had it sent in to Dell to be repaired, or 2) contact Dell to acquire a hard drive and then return to Geek Squad to have it installed"
Agent (Sup_Rupinder_114262): "*User*, I am afraid that is incorrect, you have to get it repaired from geek Squad only. We won't be able to replace the hard drive,"
Agent (Sup_Rupinder_114262): "You should take it to Geek Squad & tell them that you had a word with Dell & they have confirmed that Geek Squad would repair the system as per the contracts."
Me: "did all of Dell's technical support get subsidized through Geek Squad?"
Agent (Sup_Rupinder_114262): "*User*, only systems purchased through Best Buy are supported by Geek Squad."
Agent (Sup_Rupinder_114262): "For all other sales, we support the systems."
Me: "So, if any sort of hardware malfunction is to happen, I'm supposed to contact Geek Squad, but if it is a simple issue I can utilize Dell Tech Support?"
Agent (Sup_Rupinder_114262): "*User*, if there is an issue with Keyboard/Mouse on Desktop & Battery/Adaptor on laptop , we would support the issue. For all other issues you would need to contact Geek Squad."
Me: "Is there any way to send a hard drive to Geek Squad to have installed via carry-in service? I use the laptop for school and business, and I'd be at a huge loss to not be able to use it. I was told if I sent it in to Dell, it would take a few weeks, minimum, to have fixed, and I cannot afford to not have a computer for that long a time
Agent (Sup_Rupinder_114262): "*User*, I wont be able to answer that. You would need to speak to Geek Squad for the same. Also without the Hard Drive, you won't be able to sue the computer,"
Agent (Sup_Rupinder_114262): "use the computer**"
Me: "I understand that I cannot use the computer without the hard drive, but having to send it in to Dell would add a lot more time onto something that could easily be fixed in a short amount of time if a different course of action was taken"
Agent (Sup_Rupinder_114262): "*User*, I am sure if you speak to Geek Squad they would be able to help you."
Agent (Sup_Rupinder_114262): "I am afraid but I don't have any information on Best Buy support."
Me: "I have spoken to Geek Squad, and they had forwarded me to Dell Support with this problem"
Agent (Sup_Rupinder_114262): "You would be getting an email with this chat interaction. You can show it to Geek Squad as well."
Agent (Sup_Rupinder_114262): "Are we connected?"
Me: "I will, and I will also be posting this online as well as the BBB in regards to the hassle of just acquiring a replacement part. I haven't had this problem with other computer manufacturers, and this is an extremely poor show of support from Dell"
Agent (Sup_Rupinder_114262): "*User*, I have told you everything as per the contracts that you for your system"
Agent (Sup_Rupinder_114262): "Is there anything else that I can help you with?"
Me: "there is just no sense, from a business standpoint, to subsidize a huge portion of your tech support to a vendor. this is starting to show a lack of support from the manufacturer"
Agent (Sup_Rupinder_114262): "*User*, I am sorry but only Geek Squad will be supporting you for this issue."
Agent (Sup_Rupinder_114262): "Is there anything else that I can help you with?"
Me: "I'm sorry, unfortunately there isn't anything you can help you with this evening. Thank you for trying, I'll be taking my business to local technicians from now on."
Me: "Thank you for your time."
Agent (Sup_Rupinder_114262): "Thank you for contacting Dell Technical al Support."
Agent (Sup_Rupinder_114262): "Have a Nice Day!"
Agent (Sup_Rupinder_114262): "Since there are no further questions, I will be disconnecting the chat now. Thank you for contacting Dell Technical Support."
Session Ended
If you require further assistance, please visit us at support.dell.com
The warranty states that we can either do one of two things as well:
1) WALK-IN service for the laptop.
2) CONTACT DELL (enough emphasis?) and they can help.
Essentially, where is the support now, Dell? How ridiculous is this? All this leads to is a perpetual loop where the only end result is apparently shipping your laptop off to who-even-knows. Also, just seeing this as evidence that they subsidized mostly all of their support is enough to make me vomit. Your embarrassment of a support team combined with your dogcrap of a product will surely send your rich executives scurrying around, trying to find a new way to make ends meat.
So, I ask you. Dude, are you getting a Dell?
One trip to Best Buy later, the Geek Squad tells us our two options:
1) Fork the laptop over to them, they send it in directly to Dell, 3-4 weeks later she gets a new hard drive back.
2) Contact Dell and ask them for a replacement part. After receiving the part, we can bring the laptop and part in, and have the fix performed. (That, or I could just do it. The guy said I could. I HAVE HIS PERMISSION.)
After assuring us that we can contact Dell and get this, we go back and try again...and the following chat log is what happened.
*NOTE THAT THIS IS ME TALKING TO THE REP AT THIS POINT*
Session Started with Agent (Gagan1_166313)
Agent (Gagan1_166313): "Thank you for contacting Dell Technical Support. My name is Gagan and my rep ID number is 166313. How may I assist you today?"
Me: "Hi Gagan, I had recently talked to a representative earlier this evening regarding the issues with the hard drive in my Inspiron 1525. I went to Best Buy after talking with the representative and presented them with the problem, and they indicated that I should contact Dell directly with the hard drive issue
Me: "for any other reference, the error code I am getting by Dell Diagnostics is 2000-0142 - Hard Drive 1 - Self Test unsuccessful. Status: 79"
Agent (Gagan1_166313): "Okay.I will surely assist you in this regard."
Agent (Gagan1_166313): "I see that there was an issue with the system that it had a blue screen right?"
Me: "Yes"
Agent (Gagan1_166313): "I am sorry for that but Dell only support the issue with the AC adapter and the power cords."
Agent (Gagan1_166313): "I would not be able to support that issue, I am sorry for the inconvenience."
Agent (Gagan1_166313): "Dell systems sold through Best Buy have the special feature of carry in" warranty that enables you to get the advanced troubleshooting (such as required in this case), done from the Best Buy's Geek Squad available in the store itself. For any other small question like how to set up your computer or any issue with the keyboard or mouse I will be glad to assist you.
Me: "a representative from the Geek Squad told me the exact opposite of this; they had told me that Dell should either be able to, 1) have the laptop sent in to be repaired, or 2) have Dell send a replacement hard drive and they could install it. The laptop is still under warranty through Dell, as the representative of the Geek Squad had told me
Agent (Gagan1_166313): "I am sorry but the system has a warranty with the best buy department and they would cover that issue for you."
Me: "I was told by the representative at Best Buy that there is absolutely no warranty through them, and that I should contact you to seek attention regarding this matter"
Me: "the warranty slip with the computer specifically states that we are able to contact Dell with any problems"
Agent (Gagan1_166313): "I am afraid but that is the wrong information given to you, I would suggest you to get back to them and address the issue again."
Me: "so essentially, one of you are giving me the wrong information. I have dealt with other companies in the past with a similar matter, and I have always been directed to contact their manufacturer, not the vendor. The warranty status of this laptop was said to be supported through Dell as well as Best Buy, but a representative of Best Buy had told us to go to you instead. the representative also said there was nothing he could do unless I had talked to Dell about this issue.
Me: "I have never heard of a manufacturer telling the vendor to deal with warranty information and also not being able to deal with a hard drive problem"
Agent (Gagan1_166313): "I understand that, but the system sold through best buy are only support by them."
Me: "in his own words, the Geek Squad representative had specified that I could contact Dell, have them send a replacement hard drive (as the computer is under warranty) and they could install it, or they could accept the laptop and send it in to the Dell Support. I was hoping to opt with getting a replacement and having it installed locally, so I would not have to be without the computer for too long, as I use it for school as well as business
Me: "if that is true, then why does Dell have a warranty?"
Agent (Gagan1_166313): "We only support some of the issue with those systems like an issue with the adapter."
Me: "would it be possible if I could speak to a supervisor in regards to this? I fear there has been some communication on some end"
Agent (Gagan1_166313): "Okay let me check that for you."
Me: "okay, thank you"
Agent (Gagan1_166313): "Okay I would transfer the chat to my manager."
Me: "okay, thank you very much"
Agent (Gagan1_166313): "You are welcome."
Session Transferred to Agent (Sup_Rupinder_114262)
Session Started with Agent (Sup_Rupinder_114262)
Agent (Sup_Rupinder_114262): "Hi *User*, My name is Rupinder & I am the Manager here."
Agent (Sup_Rupinder_114262): "How are you doing today?"
Me: "Hi Rupinder, I am doing okay, thank you. How are you?"
Agent (Sup_Rupinder_114262): "I am doing fine. Thank you for asking."
Me: "I have been having problems with the hard drive in my Inspiron 1525, error code 2000-0142, I was told to go to Best Buy in regards to acquiring a replacement hard drive. After going to Best Buy and speaking with a representative from the Geek Squad, they told me I should be speaking with Dell Technical Support to acquire a replacement or some sort of repair. I was hoping to have a replacement hard drive sent to me and I could go to Geek Squad and have them install it, as the representative told me to do
Me: "unfortunately, I seem to have been getting some mis-communication somewhere and a Dell representative told me the opposite."
Agent (Sup_Rupinder_114262): "*User*, I am sorry for the inconvenience that you had to go through."
Agent (Sup_Rupinder_114262) sends page: "http://support.dell.com/support/topics/topic.aspx/global/shared/support/dellcare/en/bb_purchase?c=us&l=en&s=gen"
Agent (Sup_Rupinder_114262): "Please read the Policy for systems Purchased from Best Buy."
Me: "I reviewed that as well as directly spoke with a representative from Best Buy and they told me to contact you in regards to this issue"
Agent (Sup_Rupinder_114262): "Your system would be supported by Geek Squad only. The warranty on the system is a Carry in Warranty & would be obliged by Geek Squad,"
Me: "I was told that the only service Geek Squad could provide is if we either, 1) gave them the laptop and had it sent in to Dell to be repaired, or 2) contact Dell to acquire a hard drive and then return to Geek Squad to have it installed"
Agent (Sup_Rupinder_114262): "*User*, I am afraid that is incorrect, you have to get it repaired from geek Squad only. We won't be able to replace the hard drive,"
Agent (Sup_Rupinder_114262): "You should take it to Geek Squad & tell them that you had a word with Dell & they have confirmed that Geek Squad would repair the system as per the contracts."
Me: "did all of Dell's technical support get subsidized through Geek Squad?"
Agent (Sup_Rupinder_114262): "*User*, only systems purchased through Best Buy are supported by Geek Squad."
Agent (Sup_Rupinder_114262): "For all other sales, we support the systems."
Me: "So, if any sort of hardware malfunction is to happen, I'm supposed to contact Geek Squad, but if it is a simple issue I can utilize Dell Tech Support?"
Agent (Sup_Rupinder_114262): "*User*, if there is an issue with Keyboard/Mouse on Desktop & Battery/Adaptor on laptop , we would support the issue. For all other issues you would need to contact Geek Squad."
Me: "Is there any way to send a hard drive to Geek Squad to have installed via carry-in service? I use the laptop for school and business, and I'd be at a huge loss to not be able to use it. I was told if I sent it in to Dell, it would take a few weeks, minimum, to have fixed, and I cannot afford to not have a computer for that long a time
Agent (Sup_Rupinder_114262): "*User*, I wont be able to answer that. You would need to speak to Geek Squad for the same. Also without the Hard Drive, you won't be able to sue the computer,"
Agent (Sup_Rupinder_114262): "use the computer**"
Me: "I understand that I cannot use the computer without the hard drive, but having to send it in to Dell would add a lot more time onto something that could easily be fixed in a short amount of time if a different course of action was taken"
Agent (Sup_Rupinder_114262): "*User*, I am sure if you speak to Geek Squad they would be able to help you."
Agent (Sup_Rupinder_114262): "I am afraid but I don't have any information on Best Buy support."
Me: "I have spoken to Geek Squad, and they had forwarded me to Dell Support with this problem"
Agent (Sup_Rupinder_114262): "You would be getting an email with this chat interaction. You can show it to Geek Squad as well."
Agent (Sup_Rupinder_114262): "Are we connected?"
Me: "I will, and I will also be posting this online as well as the BBB in regards to the hassle of just acquiring a replacement part. I haven't had this problem with other computer manufacturers, and this is an extremely poor show of support from Dell"
Agent (Sup_Rupinder_114262): "*User*, I have told you everything as per the contracts that you for your system"
Agent (Sup_Rupinder_114262): "Is there anything else that I can help you with?"
Me: "there is just no sense, from a business standpoint, to subsidize a huge portion of your tech support to a vendor. this is starting to show a lack of support from the manufacturer"
Agent (Sup_Rupinder_114262): "*User*, I am sorry but only Geek Squad will be supporting you for this issue."
Agent (Sup_Rupinder_114262): "Is there anything else that I can help you with?"
Me: "I'm sorry, unfortunately there isn't anything you can help you with this evening. Thank you for trying, I'll be taking my business to local technicians from now on."
Me: "Thank you for your time."
Agent (Sup_Rupinder_114262): "Thank you for contacting Dell Technical al Support."
Agent (Sup_Rupinder_114262): "Have a Nice Day!"
Agent (Sup_Rupinder_114262): "Since there are no further questions, I will be disconnecting the chat now. Thank you for contacting Dell Technical Support."
Session Ended
If you require further assistance, please visit us at support.dell.com
The warranty states that we can either do one of two things as well:
1) WALK-IN service for the laptop.
2) CONTACT DELL (enough emphasis?) and they can help.
Essentially, where is the support now, Dell? How ridiculous is this? All this leads to is a perpetual loop where the only end result is apparently shipping your laptop off to who-even-knows. Also, just seeing this as evidence that they subsidized mostly all of their support is enough to make me vomit. Your embarrassment of a support team combined with your dogcrap of a product will surely send your rich executives scurrying around, trying to find a new way to make ends meat.
So, I ask you. Dude, are you getting a Dell?