Dell horrible service

spencil_2

Dell have been a nightmare for me.

Here's a copy of an letter I'm sending out tomorrow:

Dear sir or madam

Regretfully I am contacting you to make a formal complaint pertaining to the case above.

I originally contacted your technical support team on the 15th September 2011. Having gone through the phone diagnostic with your support representative and ascertained that there was a hardware fault with the laptops display that was causing the screen to freeze and go blank at random intervals. It was agreed that an engineer would attend to !resolve the issue on the 20th of September during office hours. Having taken a days annual leave from work to facilitate this I proceeded to wait in from 9am to 5pm on the agreed date. No engineer arrived and when I contacted your technical support team I was told there was no record of the phone call I had made to your technical support, the diagnostic that had been carried out over the phone (at my expense) or the appointment for the engineer to attend.!

The appointment was rebooked for between 5pm and 8pm on the 26th of September and I received a text message to confirm this.

The engineer arrived on the 26th and proceeded to attempt to repair the laptop. However he was unable to do so and I was rather concerned that once he had installed a new display and resealed the case not only were there a number of left over screws which the engineer had not re-secured but the laptop refused to turn on again and has not worked at all since. The engineer explained the issue was a faulty motherboard and connections and that another engineer would be sent on the 28th with the correct parts to complete the repair. After the engineer left I examined the laptop in detail and found that the outer casing had somehow been cracked during the course of the repair.!

I received a text message the following morning which read as follows "

Dear customer

Engineer will be attending tomorrow, replacing Motherboard adn LCD cable. requested to attend after 17:00.

Many thanks

Dell Engineer

Pls reply 07740092106 if required".



Accordingly I arranged to leave work early a second time to ensure that I was there to let him in.!

The engineer did not show up. I contacted him on the number in the text message above and was told that he had not been assigned the call and did not know if and when an engineer would be coming to fix the now completely useless laptop. He suggested that I contact dell directly again, which I did.!

Having spoken to a number of individuals over the course of 30 minutes (one of whom hung up on me mid-sentence) I finally persuaded someone to arrange for a manager to contact me on my mobile sparing me any further expense.!

This individual introduced himself as "the manager Harry" and informed me that the !engineer had not attended as the required parts were not available. He suggested that I may receive a phone call on the 29th to rearrange another appointment.!

As my normal hours are 10am to 7pm and on the days that the engineer is due to attend I am required to leave work at 4pm I have so far sacrificed a total of two workdays and an estimated 3 hours of premium rate calls to resolve this issue with a further half-day expected if and when another appointment is arranged.!

Much of this wasted time is due to extremely poor communication from your engineers and technical support which has twice left me sitting waiting for an engineer that did not arrive. On both occasions that the engineer did not turn up no attempt was made to contact me or apprise me of the situation.!

I find this lack of communication and the overall service that I have received to date to be wholly unacceptable and frankly quite appalling. Therefore as stated I wish to initiate formal complaint proceedings.!

If you could please contact me regarding this matter and suitable compensation for workdays lost, telephone charges resulting from numerous attempts to contact your support teams for information that should have been provided as a matter of course and the time spent without use of a laptop despite having recently purchased a warranty stipulating next day onsite service.

I greatly appreciate your help.

Yours sincerely