Doug Rutherford

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Laptop status report

October 2016
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In my last post, I outlined some of the issues I have been having trying to get my laptop serviced. I suppose the first thing I can point out in the definition of how successful I’ve been is that the laptop is still in my living room.

I posted my woes on the Dell Community Forums. I actually did get a very noncommittal response from someone who states at the outset that she is not very technical and can’t help with diagnosing my issues. This makes me wonder, since my complaints are not with the diagnosis of the problem. This was settled at the very beginning and, one would assume she should have noticed that.

At no point in my complaint did I mention what the technical issue was… just that there is no definitive way I’m supposed to send it back and the lack of follow through on the shipping of the laptop itself.

“Please note, I am not technically inclined and will not be able to troubleshoot your system. If your case has already been referred to our Executive Escalations Team, I will not be able to intercede on your behalf, as their authority supersedes that of my department.”

Has it been escalated? I haven’t got the faintest idea, and don’t know if I have to deal with that myself or will they do that based upon the message.

I pointed out the problem lay with having it returned for service and the oddly competitive nature for how it gets returned. Since the first message took almost 24 hours to get a response, I don’t know what this will yield. I did state that I am no longer interested in dealing with the poor level of service I’ve received and want to return it for refund.

That being the case, I have already found its replacement. No, it’s not a Dell computer. But, if there is no really fast resolution, I’ll just write my computer off as a bad decision and pick up a new one.

I suspect one of my students will have a new tear apart computer by the beginning of next week.

As an aside, you can go online using your service dispatch file number and determine where your service issue is at. I entered mine and was told the file doesn’t exist. Dell sucks…


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