Dell Computer Corporation Complaint - Calcutta Tech Support/Customer Advocacy Program
Edit 1/25/2007: Much to my suprise, Dell has decided to replace all of the RAM in my computer with new 512mb RAM modules.
Certainly, my postings in the Direct2Dell blog didn't hurt, but I can't tell how much they helped since I was already in contact with one of their new Customer Advocates.
I'm going to hope that everything goes OK with the repairs, but I will update this posting later if they don't.
(Initially posted by me on Direct2Dell blog)
Dell is now reading Bloggs and reaching out to customers to stop the wave of negative publicity.
"Today I was contacted by "john", a customer service advocate at Dell. I had seen his email address here and had written to him about ongoing issues that Calcutta Tech support had refused to correct. I have three issues:
1) intermittant RAM failure
2) The inital RAM configuration by Dell was wrong, resulting in double the upgrade costs when I eventually add RAM. I have 4 256mb modules instead of 2 512mb modules and 2 empty slots. I hadn't caught Dell's attempt to screw me until I pulled the cover while troubleshooting the RAM failures.
3) I bought a 2 year on-site service agreement covering parts and labor. Dell's best response to date has been to replace the defective module once I identify it - something I have spent hours on already. Note that I did not purchase a parts-only service contract. I asked John what would happen if I wasn't a geek, but a little old lady instead. We'll see how he responds. Personally, I think we should all quit doing Dell's work and start demanding a service call instead of parts-only service.
I wouldn't be so pissy, as I'm able to change out RAM, but after spending an hour on hold waiting on Calcutta tech support every time I've had to call, and/or have their phone reps drop the call, I've lost faith in Dell's service.
I've read the content and tone of other postings here, but have decided to give the customer advocacy program the benefit of the doubt. Whatever happens, I'll post it here. If it is more BS, I'll post it everywhere.
I found it interesting to see so many complaints when I googled "Dell Customer Advocate." That took me straight to Emily's comments above, I can't believe that Dell has its warranty customer's changing out motherboards. Incredible!
I note that it took about a week for John to send his initial reply asking me for a status. He cited the recent bad weather as the cause of the delay. We'll see how long it takes for John to respond this time. We'll also see if this posting mysteriously dissapears, in which case, a copy of which will be posted to every blog I can find, in addition to the one I'll start.
Dell........ are you listening? Is the customer advocacy program your idea of damage control in response to public blog complaints?
We'll wait and see......"