Friday, May 14, 2004

Dell support

I had to take time out of my busy development schedule to deal with someone from India arguing about area codes and zip codes in a place that is about 100 miles from his headquarters. Don't get me wrong I love Dell I am not against people in India helping our economy along (they would live better if they made things for other Indians) but I have a problem when low bidding on Dell's part ends up with cluless support people that cannot even ship a part. I did all the hard work for this ticket they should be able to ship the part in like one minute and go to the next ticket.

Here is the latest e-mail:

Date: Fri, 14 May 2004 09:28:29 -0700 (PDT)
From: "Brent LaVelle"
Subject: Re: AT20040513_0000003793 Re: #Inspiron#5TR##04# eTrack#=242WS291YL5DDHK - Computer #kptx#
To: basdmobile@dell.com

I am not sure what "75116 Duncanville, TX Dallas 972" refers to.
75137 is a post office zip code associated with mail addresses in
Duncanville (Duncanville has 2 zip codes I think.)
972 is a telephone area code associated with phones in the Dallas area
like Plano, Desoto, Cedar Hill, Garland, as well as Dallas. Area codes
of 214 and 469 are mixed in the area too. The address is less than 2
hours by car from Dell's headquarters. So I probably should not need
to explain all of this.

Please ship the part to my home address:
Brent LaVelle
411 Cardinal Creek Drive
Duncanville, TX 75137

My home phone number is 972-296-4082.

I would like to have the part by 21-May-2004.


--- basdmobile@dell.com wrote:
> Please include the following line in all replies.
> Tracking number: AT20040513_0000003793
>
>
> Dear Mr. LaVelle,
>
> Thank you for contacting Dell eSupport and Services (ESS).
>
>
> We appreciate the opportunity to assist you.
>
> I apologize for the inconvenience you may be experiencing due
> to issues with your system and I assure you it is our hope that
> you have a positive experience with our company.
>
> This is what appears for the area code 972 in our records. Can
> you please verify so that I would be able to send the replacement
> part? I will not be able to send the parts until this is clarified.
>
> 75116 Duncanville, TX Dallas 972
>
>
> Please revert back.
>
>
> Thank you for choosing Dell.
>
> Respectfully,
> Vijendran Rao
> ~DTC432562
> Dell Online Technical Support
> http://premiersupport.dell.com
>
> If this is an urgent issue, please contact our phone based technical
> support at 800-822-8965
>
> If replying to this email, please use the REPLY function of your
> email program in order to keep the SAME SUBJECT otherwise our
> response to you may be delayed or lost.
>
>
>
>
> > -----Original Message-----
> > From: Brent LaVelle
> > Sent: 14 May 04 09:35
> > To: basdmobile@dell.com
> >
> > The data I gave you was correct. Zip code 75137 contains 972 and
> 469
> > area codes. If you database does not agree with this it is
> incorrect.
> > I have no cell phone.
> >
> > --- basdmobile@dell.com wrote:
> > > Please include the following line in all replies.
> > > Tracking number: AT20040513_0000003793
> > >
> > >
> > > Dear Mr. LaVelle,
> > >
> > > Thank you for contacting Dell eSupport and Services (ESS).
> > >
> > >
> > > We appreciate the opportunity to assist you.
> > >
> > > The area code and the zip code provided by you do not match.
> > > Please mention in case of cell number.
> > > Please provide verification of the following information:
> > >
> > > Name of person to contact:
> > > Service (shipping) address (No PO Boxes):
> > > Daytime phone of contact:
> > > Alternate contact number:
> > > Mention in case of Cell Phone:-
> > > Service tag (5 or 7-digit alphanumeric ID located on a sticker
> > > with a bar code on the back, bottom or right-side of your system
> > > ? something like 5X04J) or Order Number:
> > >
> > > I will arrange for the appropriate warranty service.
> > >
> > >
> > > Thank you for choosing Dell.
> > >
> > > Respectfully,
> > > Vijendran Rao
> > > ~DTC432562
> > > Dell Online Technical Support
> > > http://premiersupport.dell.com
> > >
> > > If this is an urgent issue, please contact our phone based
> technical
> > > support at 800-822-8965
> > >
> > > If replying to this email, please use the REPLY function of your
> > > email program in order to keep the SAME SUBJECT otherwise our
> > > response to you may be delayed or lost.
> > >
> > >
> > >
> > >
> > > > -----Original Message-----
> > > > From: Brent LaVelle
> > > > Sent: 13 May 04 16:51
> > > > To: basdmobile@dell.com
> > > >
> > > > --- basdmobile@dell.com wrote:
> > > > > Please include the following line in all replies.
> > > > > Tracking number: AT20040513_0000003793
> > > > >
> > > > >
> > > > > Dear Dell Valued Customer,
> > > > >
> > > > > Thank you for contacting Dell eSupport and Services (ESS).
> > > > >
> > > > >
> > > > > We appreciate the opportunity to assist you.
> > > > >
> > > > > I apologize for the inconvenience you may be experiencing due
> > > > > to issues with your system and I assure you it is our hope
> that
> > > > > you have a positive experience with our company.
> > > > >
> > > > > We need to replace the Cover on the keyboard which holds the
> > > > > button. Please provide the details.
> > > > > Please provide verification of the following information:
> > > > >
> > > > > Name of person to contact:
> > > > Brent LaVelle
> > > > > Service (shipping) address (No PO Boxes):
> > > > 411 Cardinal Creek, Duncanville, TX, 75137
> > > >
> > > > > Daytime phone of contact:
> > > > 469-374-9911
> > > >
> > > > > Alternate contact number:
> > > > Home 972-296-4082
> > > >
> > > > > Mention in case of Cell Phone:-
> > > > > Service tag (5 or 7-digit alphanumeric ID located on a
> sticker
> > > > > with a bar code on the back, bottom or right-side of your
> system
> > > > > ? something like 5X04J) or Order Number:
> > > > 12PNZ21
> > > >
> > > > >
> > > > > I will arrange for the appropriate warranty service.
> > > >
> > > > I have the super-duper warrenty service but I would be
> perfectly
> > > happy
> > > > having the part shipped and I'll attempt to swap it. I have
> gotten
> > > > about half of that piece off but it seems to get hung up around
> the
> > > > "Prnt Scrn" key. I imagine with the new piece in hand I could
> yank
> > > the
> > > > old one off. I would hope I don't need to ship the old cover
> back.
> > > >
> > > > > Thank you for choosing Dell.
> > > > >
> > > > > Respectfully,
> > > > > Vijendran Rao
> > > > > ~DTC432562
> > > > > Dell Online Technical Support
> > > > > http://premiersupport.dell.com
> > > > >
> > > > > If this is an urgent issue, please contact our phone based
> > > technical
> > > > > support at 800-822-8965
> > > > >
> > > > > If replying to this email, please use the REPLY function of
> your
> > > > > email program in order to keep the SAME SUBJECT otherwise our
> > > > > response to you may be delayed or lost.
> > > > >
> > > > >
> > > > >
> > > > >
> > > > >
> > > > >
> > > > >
> > > > >
> > > > > > This is not about the hibernate/suspend features of the
> > > computer
> > > > > but
> > > > > > the switch that indicates to the system if the lid is open
> or
> > > > > closed.
> > > > > > When I open it and it is stuck down the computer powers on
> when
> > > the
> > > > > > power switch is pressed in but the screen is blank.
> > > > > > Popping of the cover for that part of the computer and
> > > resetting
> > > > > the
> > > > > > switch then rebooting the computer works around the
> problem.
>
=== message truncated ===

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