Dell Computers - Dell Computers, UK - had less RAM than I had ordered and the TFT screen had dead pixels about 2 inches by 2 inches on the screen

Posted on Tuesday, June 29th, 2004 at 12:00am CDT by a34cf798

Company: Dell Computers

Category: Computers, Software

I ordered a Dell computer - it came (brownie points there then). However it had less RAM than I had ordered and the TFT screen had dead pixels about 2 inches by 2 inches on the screen. I called Dell's service centre in Ireland about 20 times. Each time someone either promised to sort the problem or said they would ring back but did not. The problem escalated and at some point I was transferred to a call centre in India. The person there had the same outlook on life and I asked to speak to her supervisor - she told me that she didn't have one! I said that in that case perhaps she could put me through to Michael Dell, CEO of the company, as she presumably reported directly to him. She had no idea what I was talking about. She told me that a number of dead pixels was allowed on a screen and there was nothing I could do about it, as another screen would probably still have deal pixels. I said that was OK - I would keep returning the screens until I had one that didn't have dead pixels and as a retired person I had all the time in the world to do this. Eventually (as I have a background in journalism) I put together an article detailing my problems for submission to computer journals and to a national newspaper that had a consumer complaints column and sent my copy to Dell's press office, telling them I was giving them the opportunity to comment. Within minutes I had someone call me back who arranged for the RAM to be brought to me by a special courier who would fit it into the machine (I could have fitted it but I refused as I did not want to get into warranty problems with the new machine) and a new TFT screen arrived next day. There was nothing at all wrong with the Dell machine but the Dell Customer Service (a laugh of a title of a department if ever I heard one) needs a total overhaul. It needs people who can make decisions on the ground and not have to "refer" them to higher authority. They must have wasted hundreds of pounds on my call in customer service time all of which comes off their profits. They just don't seem to be able to make the connection. E. S. S James_Sandra S


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