Wednesday, August 13, 2008

Customer Service?

OK, this post is going to be void of my TTC efforts, I think. There pretty much isn't anything going on. My BBS have had pains, like some one is poking them, when there isn't and some nipple itching, but all that started before I O'd so it's not a sign or anything. And well, that's all there is right now.

On to my title. For a little background if you didn't read my previous post about my computer then you need to know that I came home from work last week to 2/3 of the screen was nothing but vertical colored lines. It's a laptop and when you squeeze where the lock part is, the screen goes back to normal. To me (who isn't all that computer savvy) this mean I need a new monitor, right? So I call the number in the pamphlet they stapled the receipt in at Walmart.

Nice guy : Hi, can I help you?
Me: Yeah my computer screen isn't working
(take my information)
Nice guy: It seems that your warranty with us is an extended warranty, but your machine is still covered under the manufactures warranty. You need to call them, here's the number.

Me thinking, even better. You know how some places give you a 2 year extended warranty, but it starts the day you buy it. So I call Dell using the number they gave me

Stupid staticy machine voice: I'm sorry this call can not be dialed from your area.
Me: What the fuck do you mean 'from my area'?
(think maybe I dialed wrong, dial again)
Stupid staticy machine voice: I'm sorry this call can not be dialed from your area.

So I get on my computer (which we are able to use because we've hooked our dog leash to the top to keep the pressure on it so you can use the screen, at least the leashes are getting used) and I go to to find a Customer Service number.

After going through 3 prompts nice woman voice says : I will now direct your call to an operator who can direct your call.
Me: What?

Guy I can't understand: What problems are you having, are they technical (after 4 tries I understood)
Me: Well I guess their technical
(takes my information, cause you can't do anything without giving them the number on the bottom of the computer 5 times)
Guy: Well it looks like the computer is no longer under warranty. It was up on July 18th, 2008. (not exactly what he said, but I want you to be able to understand)
Me: What do you mean? I have the receipt right here saying I bought it on Sept. 20th, 2007. Warranty should last til Sept 20, 2008.
Guy: Well I'm sorry this must be when Walmart purchased it and the warranty started.
Me (completely irate): So you are telling me that I have a period where I have no warranty because the computer sat on the shelf for a few months! I just called Walmart and they said their warranty doesn't start til Sept. 20. But yours is already over!?!?!?!?
Guy: Please hold and I'll see what I can do.
Me: You're damn right you'll see what you can do you piece of shit! (ok didn't really say it but I was certainly thinking it)

Guy comes back after 5 minutes: If you would hold again I can connect you to another department. Ask them to update your warranty status.
Me: OK thanks for the help, grumble grumble.

Nice woman voice: Please hold
(minute passes)
Nice woman voice: Please hold
(minute passes)
Nice woman voice: Your call has been lost. Please dial the 1 800 number again.

Me: Are you Fucking kidding me! I just spent a half hour on the phone and now I have to start over! (Wants to through phone).

Call back, new guy I can't understand. See conversation above about when warranty starts and ends. Add at the beginning:
Me: Some moron just tried to transfer me to update my warranty status and you l0st my call.
New guy: Sorry about that. (Takes my information AGAIN) Let me see if you are still under warranty.
After same conversation above new guy is smart enough to update the warranty status him self. Then says: If you would please hold I'll transfer you to our technical department.

3rd guy: Hi, what is your problem today?
Me: Are you kidding me? I've told 4 different people my problem, but I'm starting to think it's you. (ok so I told him my problem again)
(Long pause)
3rd guy: Well I can't help you, I have to transfer you to the Laptop department.
Me: How many fucking departments do you have?!?!

This time he gives me a case number
Laptop guy: Hi how can I help you today
Me (irritated and sick of giving information): I have a case number, the last guy said you can get all the information there, give number.
Laptop guy: Can I have your name, and address and verify your email.
Me: Are you kidding?

So I tell the guy the problem and he has me run all these tests that I know are doing no good cause I just need a new monitor. After 45minutes he tells me, well I'm going to send you a box and you are going to put your computer in there without the power cord, battery or hard drive. Count 2 or 3 business days for shipping there and then count another 7 to 10 business days and you should get it back. Oh and it will take a day or 2 for your box to arrive.

So yeah I'm going to be without a computer at home for like 2 weeks!!!

If you made it all the way through that I'm impressed. I would have gave up a long time ago, but thanks for listening to my rant!


  1. I hate Dell. I've had so many bad experiences with them. I won't go into the whole story here, but basically, because I needed a new power supply, I ended up building an entire new computer from scratch. Yes, I know how, but I'm not one of those people who actually enjoys it. I was PO'd! I've since switched to Mac, and I've been happier since. I was dating DH at the time that I switched, and even he said I seemed to be in a better mood ever since.

  2. What a pain. I'm with Dawn and changed to Mac last year. It's awesome.

    Just make sure that before you send it anywhere you back everything up. And I mean every little thing you've got on there.

  3. Holy moly... After the call was dropped I would've just taken it back to Walmart. I hear they'll take anything back.

    I hope it comes back as good as new!


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