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Dell Warranty Service

80 points posted to Sales Strategies, Service and Support by delluser123 05/04/07

For warranty exchanges Dell always exchange hardware with Refurbish hardware. Sometimes these refurbished hardware are worst than the original product (e.g. not functioning properly or still broken). As a result, Dell warranty customers have to spend time on the phone or online numerous of times before the problem is fixed. Not only that, customers also have to spend time either staying at home to wait for a pick up or go to the nearby delivery store (e.g. UPS store, Fedex, etc) to ship the defective part back. This is very time confusing and troublesome for customers. Therefore, Dell should sell these refurbished products in a outlet shop instead of using them to replace broken hardwares for Dell warranty customers. Dell should replace broken hardware with new hardware to avoid furture troubles of the hardware failing again. This will certainly save the company a lot of money in shipping fees for warranty exchanges and it will actually boost consumer confidence in Dell Warranty.

hjwasson
05/04/07		 I see a few Dell warranty repairs a year, working in a company that purchases several hundred desktops and notebooks a year. Having so many systems, we naturally get some failures. Sometimes we get refurb parts, and other times new. We've never had an immediate failure ((DOA), and I don't even recall the same computer coming back for the same issue. Perhaps Dell could offer a "Gold" warranty service that only shipped new parts, 24 hr on-site service, etc. (at at slight increase in cost, of course).
hjwasson
05/05/07		 I don't know why Dell gets such a bad rap for customer service. I've dealt with them many times, and yes have had a few less than stellar experiences - but the vast majority of my contacts with sales reps, customer support techs, and customer service were more than satisfactory. That's for both personal and professional purchases.

Yes, I've spoken with people who's English was hard to understand - but we got the job done. I've had friends say that if the communication was too poor, they just asked to speak with someone else - and were allowed to. I haven't had to do that yet, but it seems like a reasonable accommodation. I'm sure that if a technician had too many such complaints, they wouldn't be left in their position very long.
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