The solid belief on my mantra based from an old adage seeing the glass half full rather than half empty was starting to wane off since my dealings with a below par dell customer support. Then came a twist..... I got a good laugh out of the dell chat support, ergo the glass remains half full.
Here's my story that could actually help a lot of very frustrated dell customers. In a nut shell, as other not so happy dell customers have endured: first you get a knot in your stomach after purchasing a dell product (others are luckier, it starts with their order placement). Then you say "I wish I did not ever hear of dell." Finally you'll go nuts after you are stuck in limbo with customer support.
Being called Mary Sunshine at times, NUTS to me does not have a negative connotation but rather one that is therapeutic, good for you when frustrated, but better when it makes you sport a nice wide grin or leaves you rolling on the floor with laughter. My point being illustrated below.
Here's part of the last chat session I had with a dell support supervisor that was just enlightening and wickedly funny.
Dell doesn't have the nuts for the honesty that this support supervisor accidentally admitted:
FULL TEXT AVAILABLE.... {ronald villanueva 6:49:02 PM} NEED TO TALK TO SOMEONE WHO IS ABOVE A SUPERVISOR LEVEL re: A VERY LONG OUTSTANDING ISSUE THAT FINALLY A SUPERVISOR PHONED ME TO SEND APOLOGIES AND EXPLICITLY PROMISED ME THAT I WILL BE CONTACTED BY DELL THE FOLLOWING DAY TO FINALLY RESOLVE MY ISSUE. IT HAS BEEN DAYS AND NEVER GOT A SINGLE CALL. TO ADD INSULT TO INJURY WHEN I AIRED MY CONCERNS AND TRUTHFULLY STATED THAT SUPPORT IS BELOW PAR I GET BANNED FROM THE COMMUNITY FORUM. WAS I JUST BEING GIVEN SOME LIP SERVICE BY THE "SUPERVISOR" WHO CALLED ME?
.................
Akbar_Nassar 8:01:42 PM} You will be receiving a box from Dell along with a way bill number. {Akbar_Nassar 8:02:00 PM} Please follow the instructions on the box and send the system to the depot.
{ronald villanueva 8:02:33 PM} WILL I GET THIS BEFOR MY WARRANTY EXPIRES? AM I GUARANTEED THAT IT WILL NOT GET LOST?
{Akbar_Nassar 8:03:15 PM} As this is an on going issue within the warranty period
{Akbar_Nassar 8:03:37 PM} we will see to that when you get the system back it is working fine. {Akbar_Nassar 8:03:54 PM} if not we will see to that it is covered
{Akbar_Nassar 8:04:01 PM} and the issue is resolved
{Akbar_Nassar 8:04:21 PM} Dell takes care of the pick up of the system.
{ronald villanueva 8:04:23 PM} I HEARED THAT BEFORE.
{Akbar_Nassar 8:05:21 PM} is there any thing else I can help you with ?
{ronald villanueva 8:05:42 PM} IS THERE A PLACE THAT I COULD PERSONALLY TAKE IT? REALLY DO NOT TRUST THE SERVICE. JUST MAKING A VALID POINT AFTER READING POSTS IN THE COMMUNITY FORUMS.
{Akbar_Nassar 8:06:15 PM} You can get in touch with the Dell Corporate office. Ronald
{ronald villanueva 8:06:37 PM} A LOT OF CUSTOMERS LOST THEIR COMPUTER AND TILL THIS DAY, THOSE WERE NEVER RESOLVED.
{Akbar_Nassar 8:06:48 PM} You can get in touch with the Dell Corporate office. Ronald
{ronald villanueva 8:06:59 PM} HOW?
{Akbar_Nassar 8:07:02 PM} I can provide with the no's, Ronald
{Akbar_Nassar 8:07:07 PM} give me a minute.
{Akbar_Nassar 8:07:38 PM} (xxx) xxx-xxx - number removed (do not want to be banned like in dell community forum)
{Akbar_Nassar 8:07:59 PM} is there any thing else I can help you with ?
{ronald villanueva 8:08:18 PM} REALITY CHECK...YOU WILL NOT GET ANY RESPONSE FROM THE CORPORATE OFFICE....READ THE COMMUNITY FORUM.
{ronald villanueva 8:08:43 PM} YOU ARE JUST GIVING ME A DEAD END.
{Akbar_Nassar 8:10:25 PM} that's the maximum that I can do out here ,Ronald.
{ronald villanueva 8:10:55 PM} FIGURES...MY POINT EXACTLY.
{Akbar_Nassar 8:11:14 PM} I cant comment on that Ronald.
{ronald villanueva 8:11:48 PM} HAHAHA...............
{ronald villanueva 8:12:45 PM} AT LEAST I GOT A GOOD LAUGH OUT OF THIS CHAT THIS TIME. THANKS AKBAR.
{ronald villanueva 8:13:39 PM} NOW YOU KNOW WHY I WAS VERY PESSIMISTIC EARLIER.......I UNDERSTAND, YOU ARE JUST DOING YOUR JOB.
{ronald villanueva 8:14:41 PM} ANY OTHER CORPORATE SLOGAN YOU CAN SPARE? THAT'S THE LEAST YOU COULD DO FOR ME.
{Akbar_Nassar 8:16:59 PM} Ronald,I do understand your concern,I would feel the same too. {ronald villanueva 8:18:28 PM} THANKS FOR THE MORAL SUPPORT AKBAR. THIS TIME I MEAN IT.
{Akbar_Nassar 8:20:45 PM} If you do have any further questions or concerns please do get back to us and we will assist you.
Entire chat session:
http://www.buzzmachine.com/archives/cat_dell.html - DELL HELL
http://www.theinquirer.net/?article=10867
