| "Hello and thanks for calling Dell. For service in English please push 1." Beep. "If your computer is not working, please press 1. For support of other Dell products, press 2." Beep. "Please enter your Express Service number. If you do not have one, please hold on the line." Beepbeepbeepbeep.
"Hello and thank you for calling Dell Technical Support. My name is Terry. Can you give me your Service Tag number please?"
"156S8GH." (* Numbers changed for obvious reasons)
"One moment. Please verify your name."
"Phil Bacon."
"And your phone number please."
"403-555-5678."
"And your postal code please."
"T1T 1T1."
"Thank you. I see that your warranty expires on December 7, 2007. Can I help you?"
"Yes. Back in November I contacted you in regards to replacing two sets of Nike Skylon Flight headphones. I was told at the time that these headphones were a third-party product and that support would be provided through Philips. The guy had to dig around a while to find a phone number. When I called it, a message told me that service centre was no longer in operation. It gave another number, which turned out to be Philips Universal Remote Control support. I explained the situation and he dug up some note saying that I should mail my headphones and a copy of my Dell invoice to an address in New Jersey and that I would get a response within 11 weeks. I asked if there was anyway to contact that office directly for updates and I was told no. So I mailed them off and I haven't heard anything for six months."
"I see. And what would you like me to do about this?"
"Well, given that I purchased an extended three-year warranty with you guys, the so-called no-hassle next-day service, I basically am tired of waiting and would like some headphones please."
"I'm sorry, but your warranty does not cover these headphones."
"Sorry?"
"We do not provide extended warranties on third-party products."
"First I've heard of it. At the time, I was told that my warranty covered everything. As you can see, we've already used it to replace the FM tuner we purchased at the same time..."
"Yes sir. The tuner is covered because it is a Dell product."
"I was never informed of this. Nowhere on my shipping contract or info does it describe this. I was informed that my warranty covers everything."
"Well, let me connect you with Customer Service. They have more information on third-party contracts. They should be able to help you more."
...
"Hello and thank you for calling Dell Technical Support. My name is Ranjeet. Can you give me your Service Tag number please?"
"Wait. Tech Support? I was supposed to be connected with Customer Service."
"Oh? Let me connect you."
...
"Hello and thank you for calling Dell Customer Service. My name is Jennifer. Can you give me your order number please?"
"I don't have one. I've been transferred here from Tech Support because they think you can help me. Back in November I contacted you in regards to replacing two sets of Nike Skylon Flight headphones. I was told at the time that these headphones were a third-party product and that support would be provided through Philips. The guy had to dig around a while to find a phone number. When I called it, a message told me that service centre was no longer in operation. It gave another number, which turned out to be Philips Universal Remote Control support. I explained the situation and he dug up some note saying that I should mail my headphones and a copy of my Dell invoice to an address in New Jersey and that I would get a response within 11 weeks. I asked if there was anyway to contact that office directly for updates and I was told no. So I mailed them off and I haven't heard anything for six months. Tech Support says they are not covered under my three-year extended warranty, but I was never informed of this either by the person I bought them from, or in any paperwork. I would like my headphones replaced please."
"Let me look this up. Can you give me your Service Tag number please?"
"156S8GH."
"One moment. Please verify your name."
"Phil Bacon."
"And your phone number please."
"403-555-5678."
"And your postal code please."
"T1T 1T1."
"Yes, I see. Your headphones were sent in a separate shipment to you originally, because they are not covered under the rest of the service contract."
"How was I supposed to know that? I'm even looking at the listing of these headphones on your website right now and it mentions nothing about this."
"I'm sorry sir. You should have been told. All third-party warranty work is done through the manufacturer. You will have to contact Philips and get them to replace them."
"Let me talk to a supervisor."
"...Very well. One moment."
(Hold time: 10 minutes)
"Hello sir? This is Christine. How can I help you?"
"I don't want to tell the whole story again. Did Jennifer explain it?"
"Yes sir. Unfortunately these headphones are a third-party product..."
"I was never informed of that. I was sold a three-year extended warranty that would cover my two MP3 players and all accessories that can with them. I followed the service information you people described. Now my headphones are lost somewhere in New Jersey. I don't care about that. I just want my headphones."
"I'm sorry, but there is nothing we can do. You will need to contact Philips."
"And I will. Give me the correct phone number and whatever I need to tell them to get this fixed."
"...Yes sir. Let me look that up. Sir, can I say that we're very sorry for this trouble and we very much appreciate your..."
"Never mind all that. It's too late to save me as a customer with just words. If you cannot give me what I want - my headphones - then give me what I need to take this to a different level. After all the trouble I've had from you over the last year, I don't need you to waste my time with platitudes. I've spent over $15,000 with you over the years and can't believe you just can't send me two new sets of $60 headphones."
(Sounding near tears) "Yes sir...here you go."
"Hello and thank you for calling Philips Customer Care line. For assistance with headphones, press 1." Beep.
"Hello and thanks for calling Philips Tech Support. This is Stan. How may I help you?"
"Yes, hi. Back in November I contacted you in regards to replacing two sets of Nike Skylon Flight headphones I purchased through Dell. I contacted Dell originally and was told that these headphones were a third-party product and that support would be provided through Philips. When I dialed the number I was given, a message told me that service centre was no longer in operation. It gave another number, which turned out to be Philips Universal Remote Control support. I explained the situation and he dug up some note saying that I should mail my headphones and a copy of my Dell invoice to an address in New Jersey and that I would get a response within 11 weeks. I asked if there was anyway to contact that office directly for updates and I was told no. So I mailed them off and I haven't heard anything for six months. I would like my headphones replaced please."
"May I have your home phone number please?"
"403-555-5678."
"You are in Canada?"
"Yes."
"You need to call a different number sir. All Canadian support is handled through a company called Electrotech. This is their number."
"But when I called you guys before, you told me to send them to New Jersey."
"I'm sorry sir. Please call the Canadian support line and they can figure things out."
"Hello and thanks for calling Electrotech. This is Jean. How may I help you?"
"Yes, hello. Back in November I contacted Dell in regards to replacing two sets of Nike Skylon Flight headphones. I was told that these headphones were a third-party product and that support would be provided through Philips. I was given a US number and when I dialed it a message told me that service centre was no longer in operation. It gave another number, which turned out to be Philips Universal Remote Control support. I explained the situation and he dug up some note saying that I should mail my headphones and a copy of my Dell invoice to an address in New Jersey and that I would get a response within 11 weeks. I mailed them off and I haven't heard anything for six months. I just spoke with the US support line and they say all inquiries have to go through you guys. I would like my headphones replaced please."
"Oh, I'm sorry sir. But if they told you to send them to New Jersey, you will have to deal through them."
"Hello and thank you for calling Philips Customer Care line. For assistance with headphones, press 1." Beep.
"Hello and thanks for calling Philips Tech Support. This is Kyle. How may I help you?"
"I hope so. Back in November I contacted you in regards to replacing two sets of Nike Skylon Flight headphones I purchased through Dell. I contacted Dell originally and was told that these headphones were a third-party product and that support would be provided through Philips. When I dialed the number I was given, a message told me that service centre was no longer in operation. It gave another number, which turned out to be Philips Universal Remote Control support. I explained the situation and he dug up some note saying that I should mail my headphones and a copy of my Dell invoice to an address in New Jersey and that I would get a response within 11 weeks. I asked if there was anyway to contact that office directly for updates and I was told no. So I mailed them off and I haven't heard anything for six months. I spoke to someone in your office a little while ago and they told me to phone the Canadian support line. They told me I would have to work through you guys since you're the ones who told me to send them to New Jersey. I would like my headphones replaced please."
"May I have your home phone number please?"
"403-555-5678."
"Okay, let me see what I can find."
(Hold time: 20 minutes)
"I found a record of your call. You called first on November 22?"
"Yes! That's right!"
"...It says you called about a problem with your remote control."
"No. I don't have any Philips equipment."
"...It even lists your model number."
"Hey, I'm not responsible for what your guy wrote down. I called about my headphones, you folks told me to send them to New Jersey, and I want to have them replaced."
"Which headphones were these?"
"The Nike Skylon Flight headphones."
"Sir, unfortunately we produce those exclusively for Dell. Even I was permitted to, I couldn't even send you new pairs because they are Dell's product. They are not a third-party product, but what they call an OEM product. All support for OEM products is handled by the retailer. It is Dell's responsibility to replace these and you will have to take it up with them."
"Hello and thank you for calling Dell. How may I direct your call?"
"Hello. I am looking for someone who can help me. Back in November I contacted you in regards to replacing two sets of Nike Skylon Flight headphones. I was told that these headphones were a third-party product and that support would be provided through Philips. When I contacted Philips and I explained the situation I was told to mail my headphones and a copy of my Dell invoice to an address in New Jersey and that I would get a response within 11 weeks. I mailed them off and I haven't heard anything for six months. I just contacted Philips and was told quite firmly that these headphones are not a third-party product and the responsibility is yours to replace them. I would like my headphones replaced please. Is there someone I can talk to get some better help on this?"
"I can put you through to Customer Service and you can ask to speak to a supervisor."
"...Is there anyone else?"
"...I do have an extension for the Executive Voice Mail. Would you like that?"
"Yes. I'll try it if talking to Customer Service doesn't work."
"Let me put you through to Customer Service."
"Hello and thank you for calling Dell Customer Service. My name is Debbie. Can you give me your order number please?"
"I don't have one. I've spoken to you guys a few times about this in the last few days. Can you just look up my info?"
"What is your name, sir?"
"Phil Bacon."
"And your phone number please."
"403-555-5678."
"And your postal code please."
"T1T 1T1."
"Let me look that up. Yes, I see you've phoned a couple times about...headphones?"
"(Sigh) Yes. Back in November I contacted you in regards to replacing two sets of Nike Skylon Flight headphones. I was told that these headphones were a third-party product and that support would be provided through Philips. When I contacted Philips and I explained the situation I was told to mail my headphones and a copy of my Dell invoice to an address in New Jersey and that I would get a response within 11 weeks. I mailed them off and I haven't heard anything for six months. I just contacted Philips and was told quite firmly that these headphones are not a third-party product - they are an OEM product - and the responsibility is yours to replace them. I would like my headphones replaced please."
"Let me look this up. One moment."
(Hold time: 20 minutes)
"Sir, you still there?"
"Yes."
"Sir, I've set up a three-way call with Philips Customer Support. Hopefully we should be able to get to the bottom of this."
"Really? That's great! Thank you! So Philips is on the line now?"
(Different voice) "Yes sir, this is Rachel with Philips. How can we help you?"
"Didn't Debbie explain? Debbie?"
...
"I think she's gone, sir."
"Oh, I don't believe this..."
"Can I help, sir?"
"Probably not. Back in November I contacted you in regards to replacing two sets of Nike Skylon Flight headphones I purchased through Dell. I contacted Dell originally and was told that these headphones were a third-party product and that support would be provided through Philips. When I dialed the number I was given, a message told me that service centre was no longer in operation. It gave another number, which turned out to be Philips Universal Remote Control support. I explained the situation and he dug up some note saying that I should mail my headphones and a copy of my Dell invoice to an address in New Jersey and that I would get a response within 11 weeks. I asked if there was anyway to contact that office directly for updates and I was told no. So I mailed them off and I haven't heard anything for six months. I spoke to someone in your office a little while ago and they told me to phone the Canadian support line. They told me I would have to work through you guys since you're the ones who told me to send them to New Jersey. I called you again and was told quite firmly that these are not a third-party product, but are an OEM product and it was Dell's responsibility to replace. I called Dell and that was when Debbie forwarded me back to you guys. I would like my headphones replaced please."
"Let me look into this sir."
(Hold time: 15 minutes)
"Sir, I believe I have been able to track down the original line you contacted. I have Charles on the line."
"But you're not going away, right? You've explained to him, right?"
"Yes sir."
(Different voice. Very quiet, thick southern accent.) "Yes, sir, this is Charles...what...headphones...Jersey?"
"I'm sorry, Charles. I can barely hear you. Can you speak louder?"
"No, I cannot. I work in a centre beside other people. It would be dis-re-SPECT-ful for me to interfere with them by raising my voice."
"...uh. But I can't HEAR you."
(A tiny bit louder) "Nuthin' I can do about that sir. Sir, you sent those headphones to New Jersey?"
"Yes."
"Then it's out of our hands. Once they sent to Jersey, ain't nuthin' we can do."
"But you guys told me to send them there! Can I talk to a supervisor?"
"No, but I guess I can take your number and someone will call you within a day or so."
"Hello and thank you for calling Dell Customer Service. My name is Carolyn. Can you give me your order number please?"
"Actually I was just speaking to Debbie. Is there any chance I can speak to her, so I don't have to go into it all again?"
"Let me see."
(Hold time: 5 minutes)
"Debbie is busy, sir. But she can call you back in five minutes. Is that okay?"
"Fine."
"Hello, this is Debbie calling from Dell. I'm so sorry we got cut off!"
"Sure. Anyway. Philips was no help. I got some guy saying it was out of his hands and someone would call me in a day or so. I tell you, I don't hold out a lot of hope."
"I'm not sure what else I can do for you then, sir..."
"I'll tell you what you can do. I'm trying very hard not to be angry with you, Debbie, because this isn't your fault. But Dell has been giving me the runaround for a long time. I was sold a three-year warranty that did not apply to everything I was purchased and was not informed of the fact. I was given incorrect service information that has led to my headphones being lost somewhere in New Jersey. Philips informs me that you are directly responsible for replacing these headphones."
"But you've already sent them to New Jersey..."
"Yes, because I did what your people told me to do. It's not my fault if I was given incorrect information. I am seriously disappointed with Dell and cannot understand why someone there cannot just send me two pairs of $60 headphones. I realize you cannot, but I would like you to pass this information on to someone who can."
"I understand, sir. I will give the information to my supervisor who will phone you within 24 hours."
Three days later
"Hello?"
"Hello, this is Corrine from Dell calling. Is this Phil?"
"Yes."
"Debbie passed on your situation and I must say, I apologize for all the confusion and trouble you've gone through."
"That's swell. What can you do to help?"
"I'd be happy to send you replacement headphones, sir, but you will need to return the originals."
...
"The ones you guys told me to send to New Jersey?"
"Yes sir."
"Corrine, do I need to tell you the likelihood of my ever seeing those headphones ever again?"
"I understand, sir, but we have to have them back."
"Why can't you just send me new headphones?"
"Because we need to have the old ones back."
"They are $60 headphones! I've spent over $15,000 with you guys over the last few years. And you are telling me there is nothing you can do for me?"
"I'm sorry sir. You can call my directly once you've spoken with Philips."
One week later
"Hello and thank you for calling Philips Customer Care line. For assistance with headphones, press 1." Beep.
"Hello and thanks for calling Philips Tech Support. This is Tray. How may I help you?"
"Thank you Tray. Back in November I contacted your office in regards to replacing two sets of Nike Skylon Flight headphones I purchased through Dell. I contacted Dell originally and was told that these headphones were a third-party product and that support would be provided through Philips. When I dialed the number I was given, a message told me that service centre was no longer in operation. It gave another number, which turned out to be Philips Universal Remote Control support. I explained the situation and he dug up some note saying that I should mail my headphones and a copy of my Dell invoice to an address in New Jersey and that I would get a response within 11 weeks. I asked if there was anyway to contact that office directly for updates and I was told no. So I mailed them off and I haven't heard anything for six months. I spoke to someone in your office a week ago and they told me to phone the Canadian support line. They told me I would have to work through you guys since you're the ones who told me to send them to New Jersey. I called you again and was told quite firmly that these are not a third-party product, but are an OEM product and it was Dell's responsibility to replace. I called Dell and was forwarded back to you guys, who told me that a supervisor would contact me about the matter within a couple of days. I would like my headphones replaced please."
"May I have your home phone number please?"
"403-555-5678."
"I can't seem to find anything under your number. Let me check into this."
(Hold time: 5 minutes)
"Sir, I can't find anything. Are you certain that they arrived at our office in New Jersey?"
"Yes. I have confirmation from Canada Post that they were delivered and received."
"Well, let me see what I can do. All of the supervisors are in a staff meeting right now until five o'clock Eastern time. I might be able to grab one of them in the couple minutes before they go home. Let me send this information off to a couple supervisors and see if I can get some response to this for you. Let me take your daytime number. Someone should be able to look into this and call you by tomorrow."
"Thank you. And if no one has called by Thursday, I should phone you back?"
"Absolutely, sir. But I am sure someone will phone you."
Thirty minutes later
"Hello?"
"Hello, this is Dorian phoning from Philips. We can't find anything sent from you to us. Do you have a confirmation number for the delivery?"
"Yes. Here. CX192837465CA. Canada Post says it was delivered to the New Jersey address December 12, 2005. At 4:04 in the afternoon."
"(laugh) It says that? What was the model number of the headphones?"
"I'm not sure. They were Nike Skylon Flight 3-Way Adjustable Sport Headphones."
"Can you do me a favour, sir? Are you in front of a computer?"
"Yes."
"Go to Google.com. Click on the 'images' link and type this into the search field: HJ080. Look at the image in the upper left. Are those your headphones?"
"Yes, that's them."
"Good. You sent two sets?"
"That's right."
"I will send you two sets right away. You should have them within a week. If you do not, you can call me directly at this number: 555-555-1928."
"Thank you!"
"Hello and thank you for calling Dell's executive customer service line. Please leave a detailed message about your complaint with your name, phone number, and service tag and someone will contact you to resolve the situation."
"Hello. My name is Phil Bacon. My phone number is 555-555-5678. My service tag is 156S8GH. I am calling in regards to the horrendous customer service and technical support I have received from Dell over the last year. Despite my buying three-year, next-day warranty service on all of my purchases, it took my several weeks to get a hard drive replaced, and recently I was been forced to go through a massive runaround over two pairs of $60 headphones. I am extremely disappointed with Dell's level of service. I don't think there's any way I'll get to speak to Richard Hunter, but I would like to speak to someone in his office or department. I've been very loyal to Dell over the years but recent experiences have made me reconsider ever buying anything from Dell ever again. You can reach me during the day at this number. Thank you." |
Comments
this is quiet an experinece
Posted by: Sue | June 28, 2006 01:23 PMI wouldn't buy anything over the Oternet except if it backed up with a local location I can go to when I have problem.
consequently, Dell equipment are very end quality that will not last the shipment period to the user
so don't buy ever from Dell
Yeah. They used to be so GOOD though. My very first computer from Dell years ago was a great product and all service was fast and reliable. So I was loyal. Not so much any more.
Posted by: Phil | June 28, 2006 01:50 PM