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Saturday, February 16, 20081203183000

Ups and Down from Dell Customer Service

I spilled coffee next to my laptop the other day. It didn't spill on my laptop, but a slight warp my ancient desk (old, sturdy, and useful, though not an antique) made the liquid cool under the bottom vents of the laptop. So of course it stopped working.

I called up Dell, and they said they would send out a box the next day via DHL. Further, I didn't even need to be home! They would just leave the box there, and then I would call DHL for a pick-up time.

Even better, after I hung up, they said to call DHL directly, and DHL would pick it up!

So I call DHL, they tell me the Dell email is in error, and indeed I have to wait for the box. Then, the delibery doesn't come for two days. Even better, DHL left a note saying they couldn't deliver, because a signature is required. In other words, Dell was wrong: I need to be home when the box shows up.

Fortunately, my computer since tried out and spontaneously started working on its own.

Updated: Dell customer service came through!

11:30 Posted in Vanity | Permalink | Comments (2) | Tags: Dell, DHL, Customer Service

Comments

Hello,

My name is Mike, I’m a Technical Analyst at Dell corporate headquarters in Round Rock, TX. I’m part of an internet outreach team developed to interact with the online community regarding technical questions and issues that customers face with Dell products. I read your post and wanted to offer some clarification.

First off, I’m sorry about the confusion. I know having computer problems are frustrating enough without anything adding to the distress. Since your notebook seems to be working now maybe I can at least offer some kind of explanation on how the return to depot services work, just to avoid any confusion in the future.

When an RTD (Return To Depot) is set up we contact DHL and have a driver with a box dispatched to your home or office (your choice). The driver is not allowed to touch your system, only the box, so you will have to be there to pack it while the driver waits. It’s usually best to remove and keep the hard drive, battery and AC adapter as the depot will not troubleshoot these devices and do not keep them in stock if a replacement is needed. Besides that, they will take no responsibility if your data is lost or becomes corrupt so it’s best to keep it with you. The Dell phone agent should provide you a dispatch or DPS number that you will write on the box. The driver will then take the box back to the distribution center and fit it with a label and overnight it to depot. The turn-around time for the system is usually about 5 to 7 days, but can vary depending on the time of year, back ordered parts, or a backlog at the depot center.

Again, I apologize for the confusion and hope that everything continues to work well with your system, but if not, hopefully this will help clarify the procedure.

Thank you,

Mike
Dell customer advocate

Posted by: Mike | Monday, February 18, 2008

Mike,

"When an RTD (Return To Depot) is set up we contact DHL and have a driver with a box dispatched to your home or office (your choice). The driver is not allowed to touch your system, only the box, so you will have to be there to pack it while the driver waits."

I was instructed by an automated Dell email message (from "US_CTS_CHAT_Ownership@dell.com") to "Please contact DHL at 1-877-335-5782 during their normal business hours Monday-Friday between 7:00 a.m. and 7:00 p.m. Central Time to arrange pickup of the system at your convenience."

DHL informed me that Dell was in error, that Dell has "their own warehouse," and that the correct procedure was for an empty box to be delivered to my address. I would then pack it up and ship it the next day.

As I write this email, I still do not know if the "correct" procedure is for a driver to come to my address, as I am there, and I then pack it up for him, or if a driver will come to my address and drop off an empty box, or if a driver will come to my address, drop off an empty box, and then I have to call to pick-up a delivery the next day.

I will be forwarding the emails that I have of this situation to the email address that you entered.

Posted by: Dan tdaxp | Monday, February 18, 2008

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