Frustration With Dell: Continued

Previously, I posted the update to the original post, but I think everything that has happened since deserves another post to itself. Read the original post entitled “Frustration With Dell” for more details surrounding my issues.

After using Twitter to contact Lionel Menchaca, the chief blogger for Dell, as well as someone I’ve run into a few times at various new media/blogging related events, I was told he would contact someone in Canada to help me get this resolved. Without Lionel and others like him in Dell, I fear the company would long since have died.

Lionel wasn’t able to quickly contact someone in Canada, and I waited patiently for almost a month, messaging him on Twitter nearly every week for any status update.

Eventually, I received a call at home when I wasn’t there. Sunny Sharma then e-mailed me to let me know that they tried to get in contact with me via the phone.

Here is the full text of that e-mail.

Dear Mr. David Peralty,

This is in reference to your email received at Dell. First of all, I would like to thank you for taking time to make us aware of this issue, Also I apologise for the inconvenience you had to go through in this regards. I tried calling you today to discuss the issue and as you were not available I left a voice mail for you. Please provide me with the alternate contact # and so that we can discuss this issue. I can also be reached at the number mentioned below.

Sunny Sharma

Ph: 1-800-387-5757, Options 1,1&2 Ext 53 – 75193
Working Hrs : Mon to Fri (9:00am to 6:00pm EST)

Finally, I might have someone that can help me resolve this whole mess. Since this whole thing began, the issues my wife has been complaining about for months have worsened. The screen issue that I originally sent the unit in for comes back from time to time, especially when opening or closing the unit, and when you rest your palms on the area below the keyboard, it causes strange things to happen when you are typing, as I mentioned in my previous post.

The computer has also become very finicky about wireless Internet connections. Overall, the angry comments from my wife have been getting worse, and my own use of the machine has caused numerous explicit words to be shouted.

I feel like we were sold a lemon, and thus far the support has pretty much ignored us, only making the situation worse and souring us on the brand.

I am looking forward to seeing what Sunny has to say about the whole thing, but I am worried I will be dealing with another technician that will think I am just another customer with a bad case of PEBKAC.

Someone mentioned to me recently that it is pretty shameful that I have to contact specific people within Dell to get a reasonable response to my problem, and to them, I just want to say that the only way to get a potentially satisfactory resolution as a customer when you are unhappy is to hound a company until they either give you the answer you are looking for, or teach you to never be a customer of theirs again.

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