Posted by Patrish (208.32.6.133) on December 30, 2003 at 22:32:09:
Prior to this I had good reports.... their prices were within reason for replacement parts; if you used their parts, you didn't void the warranty; but now????
My customer had twice contacted Dell about their computer (these people paid over $300 for the three year extended warranty) and asked for a replacement DVD/CDRW combo drive. Both times they completed a lengthy trouble-shooting routine with support, and neither time did the drive work, and neither time did they receive a replacement.
My turn.
1st email for help: I stated the problem, that I am a computer tech, and that I had checked out the drive and verified it does not work.
Response: go to this web page and try the solutions there; if that doesn't work, download the diagnostic tool (makes five floppies) and try that.
2nd email: Okay, it doesn't work after following the solutions provided, and doesn't work using the diagnostic tool. Furthermore it doesn't work in another system, and other drives DO work in this system.
response: Okay..... cut and paste of instructions that were on the web page.. try them and write back.
3rd email: Okay I tried that again and the drive doesn't work
response: Same cut and paste of instructions that were on the web page... try them and write back, but they are sure if I try the fixes, it is bound to work.
4th email: It still doesn't work, please give me instructions for returning the drive
response: okay, give us this information and we will see you get the replacement drive
5th email: information provided
response: we would like to send you the replacement drive but before we do so, please try these cut and paste from the website instructions. We are sure they will fix the problem
6th email: I have completed those steps already again and again and again, also have done this that and the other thing, also the diagnostics and my expensive diagnostics.... please send the drive, here is the information
response: Your information doesn't seem to match, but here is something you can try.... cut and paste instructions from the website again, and if it doesn't work, we'll be glad to send you the replacement drive.
t/c to support.... Yes, they can see where I'm having trouble, please sit down at the machine and........ no. I have done this and that and 20 gazillion other things..... he cannot replace the drive unless we do them all again with him on the phone listening to me.... the manager is not available.
7th email: thanks so much for agreeing to replace the drive. here again is my information
response: You are so welcome, we will send the drive to a technician by overnight mail and he will contact you tomorrow to set up an appointment for tomorrow or the next day to come and test your machine.
8th email: I see that the part has not yet shipped and it has been three weeks. Perhaps you are having trouble finding a technician close by. Here is my information. You may send the drive to me, and I will be more than happy to install it and return the non-working drive to you.
NO RESPONSE