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Dell is Soooo Glad to Assist Me.

Posted by Realist on April 20, 2008 – 3:12 am

As a few of you know, I’m currently getting screwed on the Dell laptop I bought from Best Buy last month. I have been getting blue screens of death that tell me that I have a “Bad Pool Caller”. Dell keeps referring me to Best Buy and Best Buy keeps sending me right back to Dell. Both have made it very clear that they feel no obligation to address my problem.

Not ready to give up, I sent e-mails to the customer service departments of both companies explaining what is going on and asking them to direct me to someone who will actually be helpful. I just got this response from Dell:

Dear [CC McGoon],

Thank you for contacting Dell Technical Support. I will be glad to assist you.

We are experiencing unexpected high email volume these days that might have delayed the response to your request for assistance, however let me assure you that I will go ahead and help you with this issue without any further delay. We appreciate your patience and co-operation. We are sorry for the inconvenience caused to you and the delay caused in addressing this concern. We will together make sure that we will resolve this issue to your satisfaction.

From your e-mail I understand that you are facing an issue with your System, Inspiron 1420 with Windows vista home premium edition installed on it.

I understand your concern and I will personally attend to the issue. I assure you that I will do my best to provide you quality service.

I can see from the records that this System was purchased through Best Buy and they are sold with “carry in” service. While I may be able to assist you with simple issues such as setting up your system or problems with your mouse or keyboard, Best Buy’s Geek Squad department, located inside each Best Buy Store, will gladly assist you with everything else.

As this issue involves more steps than the basic settings, I would request you to get in touch with Best Buy’s Geek Squad department.

I assure you that they should take care of the issue.

I sincerely apologize for the inconvenience caused to you.

Wow. Thanks. It’s good to know they didn’t even bother to READ the first message I sent them, explaining that the Geek Squad has, in fact, NOT been taking care of the issue, much less doing it “gladly”.

Yep. This is looking to be a loooooooong process.


This post is under “Uncategorized” and has 18 respond so far.
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18 Responds so far- Add one»

  1. 1. Anntichrist S. Coulter Said:

    Sooooo, any progress yet, or do we have to invade with shovels and pickaxes?

  2. 2. mirele Said:

    Before invading with shovels and pickaxes, try the Executive E-mail Carpet Bomb, courtesy of consumerist.com

    http://consumerist.com/consumer/executive-customer-service/email-addresses-for-19-dell-executives-321353.php

    (this is for Dell)

    Before using those e-mail addresses, also read Consumerist’s guide to fighting back.

    http://consumerist.com/consumer/how-to/the-ultimate-consumerist-guide-to-fighting-back-revised-edition-316524.php

    You can win this thing, and win smart. Hope this helps.

  3. 3. CC McGoon Said:

    Oh, Mirele, you are a beautiful, beautiful person. That is exactly what I needed. I’ve been exchanging e-mails with technical support for two days now and, after asking them to direct me to somewhere I can file a complaint, I was finally handed to a manager (I’ve been trying to talk to a manager since Friday). Now, the manager is the one ignoring everything I say. He’s currently trying to avoid sending me to his boss. I figure I’ll just keep bugging them ’til they get tired of me. It’s kinda becoming fun now.

    I filed complaints on both Dell and Best buy with the BBB today since they are still bouncing me around like a ping pong ball. The Texas Attorney General is next on my radar, but it looks like the Dell executives will be hearing from me soon as well, thanks to your information.

    I’m not really holding my breath on getting any help, but I am going to complain to anyone who will listen to me, and even a few who won’t.

  4. 4. SeattleTammy Said:

    sorry for your woes, dude, you !

  5. 5. SeattleTammy Said:

    address was obliterated…* you shoulda got a mac*

    http://www.apple.com/getamac/ads/

  6. 6. michael_b Said:

    Hi,

    My name is Mike, I’m a technical analyst at Dell corporate headquarters. I read your story about the problems you’re having getting your notebook serviced and I wanted to offer some clarification, but more importantly some help.

    To be clear, if the problem is not related to the keyboard, mouse, AC adapter, battery, or missing media, then Best Buy should be helping you. I’m sorry that you’re getting passed around like this, there is no excuse for it, so I’ll help you get your problem taken care of. If you could email me at Michael_b@dell.com, with CC MCGOON in the subject line, and let me know what the blue screen error is (the alpha numeric code before the “Bad Pool Caller” error) I’ll be happy to see what I can do to get it fixed for you.

    Again, I’m sorry about the passing around, but I’ll be glad to help. Hope to hear from you soon!
    Thanks,

    Mike
    Dell customer advocate

  7. 7. CC McGoon Said:

    I would love to have a mac, but they are a bit pricey. Of course, by the time I get this Dell in good working order, I will have probably spent as much as a mac would have cost me.

    Why was a comment deleted?

    Is this Mike dude for real, or was that some kind of sick joke?

  8. 8. Anntichrist S. Coulter Said:

    Beats the hell outta me, I’ll go and try and find out who it was, if there’s any tracing that.

    And hey, can’t hurt to shoot this guy an e-mail, see if he’s for real or not. Yes, a lot of newbies are sick jokes or trolls, but not all. Maybe he’s not Daryl Cagle, y’know? Though it seems like somebody’s been googling “Dell”, how else did they find us?

  9. 9. Saborlas Said:

    *whistles innocently*
    *hides his Linux CD*

  10. 10. Realist Said:

    We did indeed have a visitor from Dell about the time Michael’s comment was posted. Give it a shot – whaddaya got to lose but the time it takes to send the guy an e-mail.

  11. 11. CC McGoon Said:

    I did send him the e-mail a few minutes ago. I’m just suspicious because after 4 days of wrestling with Dell and Best Buy, it is a very wierd thing to be offered help.

  12. 12. Anntichrist S. Coulter Said:

    Yeah, but bad press, no matter how local or how small, is bad press, and it’s a helluva lot cheaper to do the right thing than it is to repair a publicly-known FUCKUP. I’ll be shickled titless if this actually results in Dell & BullshitBuy having to DO THE RIGHT THING.

    And saborlas, don’t make me smack you in front of people.

    Thanks for looking that up, Realist, I just got back from PT and I just got online a few minutes ago, so I’m glad that you were here to help!

  13. 13. Saborlas Said:

    Your threats faze me not, as no one has invented a Remote Smacking Protocol. It seems no one wants to install hardware that gives a remote user the ability to inflict pain at will.

  14. 14. Realist Said:

    If I remember right, Michael is in charge of Dell’s blog. In his off time, he surfs the ‘net for disgruntled Dell customers and does what he can to help ‘em out. (shutting ‘em up probably has something to do with it as well)

    He may not be able to do much in this case, since you’re dealing with (ugh) Best Buy. I don’t think I’ve ever seen a more unethical outfit – they make Wal-Mart look positively benevolent in comparison.

    We had a visitor from Best Buy shortly after Micheal, but you’ll notice s/he didn’t post any offers of assistance. Bastards – I hate those crooked motherfuckers.

    They sold me a flatbed scanner a few years ago, back when I was still dumb enough to patronize them. Took it home, went to set it up, and found a law magazine addressed to a lawyer a couple of towns over sitting on the bed. You should have seen the fat fuck Best Buy manager trying to weasel out of it – “Oh, no sir – we would NEVER put a returned item back on the shelf and sell it as new!” when both of us knew he was lying his ass off.

    Of course, after it was all over I realized what I should have done – called the lawyer instead of calling Best Buy. Oh, well . . .

  15. 15. Anntichrist S. Coulter Said:

    Now I know why my truck stereo has always been a moody/shorted-out piece of shit.

    Yes, I did. I bought it THERE, back when I had income, and let them install it, too.

    I’m still kicking myself over the Wally World shit, don’t need a dogpile over the stereo.

  16. 16. cclawton Said:

    Hi CC McGoon,
    My name is Christopher Lawton. I am a tech reporter for the Wall Street Journal in San Francisco. I was hoping to connect with you to talk about your blog post and a related consumer electronics story I am working on. I won’t put too much in this message, since its a public comment to your blog. But I wanted to speak with you about my story and see if you would be interested in interviewing with me about your experience. If you’re interested, I included my work email address below. Hope to hear from you. Thanks.

    Best,
    Christopher

    Christopher.Lawton@wsj.com

    **Sorry to post this request directly on your blog. I couldn’t find an email address for you.

  17. 17. Andreya Said:

    Hi Nice Blog .Some parts, such as hard drives and memory are commodity items and are interchangeable. However, other parts such as motherboards, keyboards, and batteries are proprietary in design and are only interchangeable within a manufacters brand and/or model line in dell laptop batteries

  18. 18. bishop Said:

    I too have just experienced the level of professionalism of Dell’s Customer Support…
    Check out:

    http://daily-rant-b.blogspot.com/

    Trying corporate email carpet bomb as the last resort…

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