(Redirected) What kind of service is that?

Greetings:

I connect to a SR 17/01/2015 for my XPS 18 purchased on 08/2014.  For some unknown reason, it fails to load, recognizing the battery and the switch is more light.  After 1h42min on the phone with the technician (Prisco) and his manager in Philipine, I asked and confirmed that the device will be sent to Dell for repair.  The reason for this request, I have bad experience with the technician to service at home in the past and I do not have a large enough desk for the technician to work on. By the technician a box and the return label will be sent to my address, and by the Manager, an email with the instructions will follow after that we hang up.

Since there is no email after 12 hours or more, I followed by answering the e-mail first and original. I received an automated response that he is excluded from the response of the office and will, upon his return.  The next day, 01/18, another technician (June) informed by e-mail that my SR is cancelled and the technician House will contact me instead.  My 01/19 response explaining my inability to provide that good work desk and a free environment ESD fall into the ear of death and receive an automatic response of office out of Dominique.

Track the status by e-mail 01/20 unanswered.  Confused, I call Dell again and explain the situation to a technician fourth with an Indian accent.  She insists on the fact that I can't send my unit to Dell for repair and it must perform the diagnostic tests which the 1st technician fail to do to determine the root cause.  I was a little agitated to express my discontent because I just spent nearly two hours with the first technician and ask to speak to her supervisor that she refuses to do.  Finally, I must surrender come to an agreement that she will call me back home to perform diagnostic tests.  She never calls back.

01/22, Prisco informs finally a wire from battery replacement has been processed and will follow up on 01/23.

01/25, another email informs that the shipment is waiting for authorization.

For some unknown reason, the issue seems to be solved by itself.  After leaving devices disconnect for several days, it seems working again.  Thank God, I sincerely hope that he will continue to work until after that the warranty is over so I don't have to deal with Dell service for the rest of my life.

After this experience, Dell loses just a loyal customer as well as my recommendation of Dell products in the future.

Better to post this thread in the Customer Care Forum here:

http://en.community.Dell.com/support-forums/customercare/f/4674.aspx

Bev.

Tags: Dell Desktop

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