This is why I love Dell...
Posted: Mon Sep 21, 2009 12:17 pm
A client ordered a Dell server and external hard drive along with 3 workstations. The server and external hard drive arrived together and both looked like they were in a train wreck (maybe they were). The box showed little sign of damage except for a surface tear but when I opened it the server case was bent, the hard drive tray inside the case was broken loose and the rather massive piped heatsink had also broken loose. The plastic external hard drive case was shattered.
The client had stored all the equipment for a month without opening the boxes until they could schedule a date for the installation which got delayed a few weeks. I went over there last Saturday to perform the install (had to do it on a day when the office is closed) and when I opened the server box I discovered the bad news.
As usual I used the Dell online chat with tech support instead of calling them on the phone. I have no patience for the phone and I'd rather be on hold on a chat line for 20 minutes (so I can do other work at the same time) rather than on hold on a phone for an hour. As usual using the chat system was a pleasure. I usually type my explanation essay with all the reference numbers included before hand in a text editor, and then copy and paste into the chat window so it goes pretty fast. The guys on the chat line are usually much more techie than the tech support guys on the phone, so it always goes very smoothly as long as I have all the info they need up front (and having gone through this process many times in the past, I did). It took about 30 minutes and the chat discussion itself was pretty short. Mostly it was hold time while he got approval from a supervisor for the authorization.
It was slightly over the 30 day refund/exchange period but Dell made an exception and they are sending replacements along with pre-paid return shipping labels for the damaged gear.
THIS is why I love dealing with Dell. I rarely have any hassles with them as long as I deal with the small business division.
The client had stored all the equipment for a month without opening the boxes until they could schedule a date for the installation which got delayed a few weeks. I went over there last Saturday to perform the install (had to do it on a day when the office is closed) and when I opened the server box I discovered the bad news.
As usual I used the Dell online chat with tech support instead of calling them on the phone. I have no patience for the phone and I'd rather be on hold on a chat line for 20 minutes (so I can do other work at the same time) rather than on hold on a phone for an hour. As usual using the chat system was a pleasure. I usually type my explanation essay with all the reference numbers included before hand in a text editor, and then copy and paste into the chat window so it goes pretty fast. The guys on the chat line are usually much more techie than the tech support guys on the phone, so it always goes very smoothly as long as I have all the info they need up front (and having gone through this process many times in the past, I did). It took about 30 minutes and the chat discussion itself was pretty short. Mostly it was hold time while he got approval from a supervisor for the authorization.
It was slightly over the 30 day refund/exchange period but Dell made an exception and they are sending replacements along with pre-paid return shipping labels for the damaged gear.
THIS is why I love dealing with Dell. I rarely have any hassles with them as long as I deal with the small business division.