The Crazy Suburban Mom: Ah, Dell, thank you

Friday, December 11, 2009

Ah, Dell, thank you

If you have been following my recent computer problems ( here and here ) this is the next installment because it's only fair.


Someone from Dell's escalation department called me last night, they had the computer, it was in engineering and they want to know, How can we replicate the problem? I told them, Turn it on - There wasn't any way to not replicate the problem. And than they wanted to confirm my address because....

They were sending me another computer!


Once I peeled myself off the ceiling, I said..... Wait, a new computer? And after a bit more discussion because of my feelings about getting a refurbished unit and just give me my money back at this point already, yes, a new one.

Seems this was the escalated escalation department.


Now it is the same model I had...But hopefully they updated the troublesome parts. Dell Dude thought they had. If not I have escalated escalation department Dell Dude's direct phone number and I am to call him at the first sign of trouble although I don't know who hopes there is no trouble more, me or Dell Dude.


My computer should be here in 7 -10 business days; they have to build it. In the interim I'll use the desktop which as I said, has no problems. Although I can't use it in my bed .... Which isn't actually a problem but, I don't know... You can't beat a laptop with a stick. Although, okay... I really got to the point I wanted to beat my laptop with a stick. But that's old news now.

So that's the update.


Dell made things right and anyone who read the other two posts should know that.


heidi 12/11/09, 10:46 AM  

whew. there's a christmas miracle, eh?!! :)

Lin 12/11/09, 10:49 AM  

Hooray! Every once in awhile, someone does use their heads. :) Nice.

The Crazy Suburban Mom 12/11/09, 11:40 AM  

Heidi, you said it :)

Lin - for sure!

Maureen 12/11/09, 12:17 PM  

Awesome! It pays to pursue! Maybe Michael D. reads your blog!

Misguided Mommy 12/11/09, 1:01 PM  

i love your masthead.

i must say i am shocked that dell actually did something nice/right yay for you though

@eloh 12/11/09, 4:27 PM  


Shelle 12/11/09, 10:16 PM  

I'm so glad they deserve it...there is seriously nothing worse than a computer that works properly. Heck Dell should know that!

mama-face 12/13/09, 10:24 AM  

Yeah for Dell! It's about time! :)

Anonymous,  1/25/10, 3:51 PM  

Hey, I found your blog after looking to find Dell's Escalation Dept email, or number. I have been having serious issues with my laptop and they have promised to have the escalation dept call me TWICE. So far, I have heard nothing. Do you happen to have that number or an email that works so that I can contact them myself?? Thanks!!

The Crazy Suburban Mom 1/25/10, 5:20 PM  

Anon - I don't have a magic number or email. The emails and numbers came off the website what I did was not give up. If they didn't call, I called back. If they didn't do what they said, I called back. If they said they couldn't do what I wanted them to do I said that wasn't acceptable . It kept going up the escalation chain I suppose.

Anonymous,  3/1/10, 8:12 PM  

I had the same issue and told the same thing (all the way to the esc. dept.)... "A NEW Computer". After waiting several weeks and going back and forth with DELL, I now have 2 refurbished computers (NOT NEW AS PROMISED) and this is not including my defective one.

I have taken this matter with a "Liaison" who will make sure that I don't get tossed around and get what I was promised... "A NEW COMPUTER".
PS: Dell Inc....Please keep your word, that way you will be able to keep good customers.

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