Archived from groups: alt.sys.pc-clone.dell (More info?)

Have had a number of Dell laptops and have always been
pleased with tech support until it got to the point that I
could not decipher the accent of most of the technicians.

Recently was experiencing unacceptably loud noises from the
fan on my Inspiron 8200.

Went to Dell Support and engaged in an email conversation
with a tech. It was OK, but there were long time lags
between communications.

Encountered an issue which could best be answered by a human
being. Called the tech support line and got a nice lady
whose accent said she was Indian, but was veeery easy to
understand.

Not only did she stay on the line through a number of
questions and review what was already in the emails, but
today (21st) when my machine had been returned to me (it
left my home up on the 16th), she telephoned to ask if the
repairs were satisfactory!!!

Maybe I just got lucky, but I thought it was exemplary.
--

Rex's Mom

Archived from groups: alt.sys.pc-clone.dell (More info?)

Rex's Mom says...

> Have had a number of Dell laptops and have always been
> pleased with tech support until it got to the point that I
> could not decipher the accent of most of the technicians.
>
> Recently was experiencing unacceptably loud noises from the
> fan on my Inspiron 8200.
>
> Went to Dell Support and engaged in an email conversation
> with a tech. It was OK, but there were long time lags
> between communications.
>
> Encountered an issue which could best be answered by a human
> being. Called the tech support line and got a nice lady
> whose accent said she was Indian, but was veeery easy to
> understand.
>
> Not only did she stay on the line through a number of
> questions and review what was already in the emails, but
> today (21st) when my machine had been returned to me (it
> left my home up on the 16th), she telephoned to ask if the
> repairs were satisfactory!!!
>
> Maybe I just got lucky, but I thought it was exemplary.

Must be nice. I'm praying they don't go bankrupt before I can get my
overpayments back from them. I bought a laptop with their "preferred
account". I had an automatic payment of $50 a month deducted from my
checking. I paid the balance early, and they still keep debiting my
account. They owe me $150 so far. They debited my account again 3/18,
when I had sent a printed form with a cancelled check and all to get
them to stop two weeks ago. I can't stop the payments online or over
the phone. I can with any other automatic payment I ever set up. Three
calls to the India support center, and I just keep getting obvious lies.
Last month, when I complained about last month's illegal debit, they
said the sent checks for the two previous overpayments. I would have to
flush $27 to get my bank to stop paying the automatic debit. I'm going
to small claims court if I don't get a repayment by the end of the
month.

Archived from groups: alt.sys.pc-clone.dell (More info?)

Your just a prick! Dell is great!
"Fred Barney" <loco-motoSPAM@comcast.net> wrote in message
news:MPG.1caa0ee6d3ce160b989715@newsgroups.comcast.net...
> Rex's Mom says...
>
>> Have had a number of Dell laptops and have always been
>> pleased with tech support until it got to the point that I
>> could not decipher the accent of most of the technicians.
>>
>> Recently was experiencing unacceptably loud noises from the
>> fan on my Inspiron 8200.
>>
>> Went to Dell Support and engaged in an email conversation
>> with a tech. It was OK, but there were long time lags
>> between communications.
>>
>> Encountered an issue which could best be answered by a human
>> being. Called the tech support line and got a nice lady
>> whose accent said she was Indian, but was veeery easy to
>> understand.
>>
>> Not only did she stay on the line through a number of
>> questions and review what was already in the emails, but
>> today (21st) when my machine had been returned to me (it
>> left my home up on the 16th), she telephoned to ask if the
>> repairs were satisfactory!!!
>>
>> Maybe I just got lucky, but I thought it was exemplary.
>
> Must be nice. I'm praying they don't go bankrupt before I can get my
> overpayments back from them. I bought a laptop with their "preferred
> account". I had an automatic payment of $50 a month deducted from my
> checking. I paid the balance early, and they still keep debiting my
> account. They owe me $150 so far. They debited my account again 3/18,
> when I had sent a printed form with a cancelled check and all to get
> them to stop two weeks ago. I can't stop the payments online or over
> the phone. I can with any other automatic payment I ever set up. Three
> calls to the India support center, and I just keep getting obvious lies.
> Last month, when I complained about last month's illegal debit, they
> said the sent checks for the two previous overpayments. I would have to
> flush $27 to get my bank to stop paying the automatic debit. I'm going
> to small claims court if I don't get a repayment by the end of the
> month.

Archived from groups: alt.sys.pc-clone.dell (More info?)

Fred Barney wrote:
>
> <snip>
>
> Must be nice. I'm praying they don't go bankrupt before I can get my
> overpayments back from them. I bought a laptop with their "preferred
> account". I had an automatic payment of $50 a month deducted from my
> checking. I paid the balance early, and they still keep debiting my
> account. They owe me $150 so far. They debited my account again 3/18,
> when I had sent a printed form with a cancelled check and all to get
> them to stop two weeks ago. I can't stop the payments online or over
> the phone. I can with any other automatic payment I ever set up. Three
> calls to the India support center, and I just keep getting obvious lies.
> Last month, when I complained about last month's illegal debit, they
> said the sent checks for the two previous overpayments. I would have to
> flush $27 to get my bank to stop paying the automatic debit. I'm going
> to small claims court if I don't get a repayment by the end of the
> month.

Fred -

Just a side note... The last response, SEEMINGLY written by me,
was, in fact, a forgery... I don't use Outlook Express.

Take care!

Notan

Archived from groups: alt.sys.pc-clone.dell (More info?)

Fred Barney wrote:

> Rex's Mom says...
>
>
>>Have had a number of Dell laptops and have always been
>>pleased with tech support until it got to the point that I
>>could not decipher the accent of most of the technicians.
>>
>>Recently was experiencing unacceptably loud noises from the
>>fan on my Inspiron 8200.
>>
>>Went to Dell Support and engaged in an email conversation
>>with a tech. It was OK, but there were long time lags
>>between communications.
>>
>>Encountered an issue which could best be answered by a human
>>being. Called the tech support line and got a nice lady
>>whose accent said she was Indian, but was veeery easy to
>>understand.
>>
>>Not only did she stay on the line through a number of
>>questions and review what was already in the emails, but
>>today (21st) when my machine had been returned to me (it
>>left my home up on the 16th), she telephoned to ask if the
>>repairs were satisfactory!!!
>>
>>Maybe I just got lucky, but I thought it was exemplary.
>
>
> Must be nice. I'm praying they don't go bankrupt before I can get my
> overpayments back from them. I bought a laptop with their "preferred
> account". I had an automatic payment of $50 a month deducted from my
> checking. I paid the balance early, and they still keep debiting my
> account. They owe me $150 so far. They debited my account again 3/18,
> when I had sent a printed form with a cancelled check and all to get
> them to stop two weeks ago. I can't stop the payments online or over
> the phone. I can with any other automatic payment I ever set up. Three
> calls to the India support center, and I just keep getting obvious lies.
> Last month, when I complained about last month's illegal debit, they
> said the sent checks for the two previous overpayments. I would have to
> flush $27 to get my bank to stop paying the automatic debit. I'm going
> to small claims court if I don't get a repayment by the end of the
> month.
Fred,

Just a thought...have you tried contacting your bank and
cancelling Dell's authorization to debit your account?

--

Rex's Mom

Archived from groups: alt.sys.pc-clone.dell (More info?)

Rex's Mom says...

> Just a thought...have you tried contacting your bank and
> cancelling Dell's authorization to debit your account?

I mentioned in my post that my bank charges $27 to stop payment. I
believe that is standard for the industry, and I wanted to avoid wasting
significant amounts of money if I could. Fortunately, in the process of
telling me that the money they were robbing from me wasn't their
problem, Dell-Denise on the Dell support forums dropped the clue that
CheckFree is a third party they use for automatic debits. Here is the
exact quote from the Dell preferred accounts forum:

This is not a DFS problem. You need to cancel the debits with checkfree.
That is a third party that debits the payments as you have requested.
Until you stop it, it will continue. DFS can not stop autodebits you
set up through a third party.

Hope this helps.

Thank you,

This was the most amazing insult I have ever experienced as a customer,
and this happened after my post here yesterday. Bear in mind that I
bought a big-ticket item, a $2000 laptop paid in full, from this
company. The insult is that CheckFree is Dell's partner in their online
payment system. Nowhere is the name CheckFree mentioned unless you read
the fine print on a seldom used link in the online payment pages.
CheckFree is almost completely invisible, and there is no contact
information given for CheckFree. When you send the signed form for
automatic payments, the address is Dell Preferred Accounts Auto-pay. It
is all done under Dell's name. And the Dell rep has the unmitigated
gall to tell me that while they have illegally taken $150 of my money,
it isn't their problem, as if CheckFree was something I had brought in
without their knowledge for my own convenience. I had never heard of
CheckFree until I read the posts from ultra-sleaze Dell-Denise. I found
one email address for CheckFree at www.checkfree.com, a sales email
address and told my story and asked them to forward my problem
appropriately. CheckFree called me within a few hours and I was able to
stop the payments over the phone. Dell did nothing, not even giving me
a way to contact CheckFree, lied to me, and told me that their illegal
possession of $150 of my money wasn't their problem. They have my
undying hatred for all time. Anyone can read the whole thread at:

http://forums.us.dell.com/supportforums/board/message?
board.id=cc_dpa&message.id=4522

Archived from groups: alt.sys.pc-clone.dell (More info?)

Rex's Mom wrote:
> Fred Barney wrote:
>
>> Rex's Mom says...
>>
>>> Have had a number of Dell laptops and have always been pleased with
>>> tech support until it got to the point that I could not decipher the
>>> accent of most of the technicians.
>>>
>>> Recently was experiencing unacceptably loud noises from the fan on my
>>> Inspiron 8200.
>>>
>>> Went to Dell Support and engaged in an email conversation with a
>>> tech. It was OK, but there were long time lags between communications.
>>>
>>> Encountered an issue which could best be answered by a human being.
>>> Called the tech support line and got a nice lady whose accent said
>>> she was Indian, but was veeery easy to understand.
>>>
>>> Not only did she stay on the line through a number of questions and
>>> review what was already in the emails, but today (21st) when my
>>> machine had been returned to me (it left my home up on the 16th), she
>>> telephoned to ask if the repairs were satisfactory!!!
>>>
>>> Maybe I just got lucky, but I thought it was exemplary.
>>
>> Must be nice. I'm praying they don't go bankrupt before I can get my
>> overpayments back from them. I bought a laptop with their "preferred
>> account". I had an automatic payment of $50 a month deducted from my
>> checking. I paid the balance early, and they still keep debiting my
>> account. They owe me $150 so far. They debited my account again
>> 3/18, when I had sent a printed form with a cancelled check and all to
>> get them to stop two weeks ago. I can't stop the payments online or
>> over the phone. I can with any other automatic payment I ever set
>> up. Three calls to the India support center, and I just keep getting
>> obvious lies. Last month, when I complained about last month's
>> illegal debit, they said the sent checks for the two previous
>> overpayments. I would have to flush $27 to get my bank to stop paying
>> the automatic debit. I'm going to small claims court if I don't get a
>> repayment by the end of the month.
>
> Fred,
>
> Just a thought...have you tried contacting your bank and cancelling
> Dell's authorization to debit your account?

Where's the fun in that?

Archived from groups: alt.sys.pc-clone.dell (More info?)

Fred Barney wrote:
> Rex's Mom says...
>
>>Just a thought...have you tried contacting your bank and
>>cancelling Dell's authorization to debit your account?
>
> I mentioned in my post that my bank charges $27 to stop payment.

I don't see this as a "stop payment" situation - you want to cancel the
authorization for them to debit your account.

> I believe that is standard for the industry,

There's no such thing as a "standard for the industry" for this,
although $27 may commonly be charged for a stop payment.

> and I wanted to avoid wasting
> significant amounts of money if I could. Fortunately, in the process of
> telling me that the money they were robbing from me wasn't their
> problem, Dell-Denise on the Dell support forums dropped the clue that
> CheckFree is a third party they use for automatic debits. Here is the
> exact quote from the Dell preferred accounts forum:
>
> This is not a DFS problem. You need to cancel the debits with checkfree.
> That is a third party that debits the payments as you have requested.
> Until you stop it, it will continue. DFS can not stop autodebits you
> set up through a third party.

This is exactly why I *never* authorize anyone to charge my account
(checking or CC) on a continuing basis without authorization from me.

Good luck getting this sorted out, BTW.

> Hope this helps.
>
> Thank you,
>
> This was the most amazing insult I have ever experienced as a customer,
> and this happened after my post here yesterday. Bear in mind that I
> bought a big-ticket item, a $2000 laptop paid in full, from this
> company. The insult is that CheckFree is Dell's partner in their online
> payment system. Nowhere is the name CheckFree mentioned unless you read
> the fine print on a seldom used link in the online payment pages.

Whoa, those dirty guys, using fine print!!!!! Dude, it's your money,
don't expect Dell to be more careful with it than you are.

> CheckFree is almost completely invisible, and there is no contact
> information given for CheckFree. When you send the signed form for
> automatic payments, the address is Dell Preferred Accounts Auto-pay. It
> is all done under Dell's name. And the Dell rep has the unmitigated
> gall to tell me that while they have illegally taken $150 of my money,
> it isn't their problem, as if CheckFree was something I had brought in
> without their knowledge for my own convenience. I had never heard of
> CheckFree until I read the posts from ultra-sleaze Dell-Denise. I found
> one email address for CheckFree at www.checkfree.com, a sales email
> address and told my story and asked them to forward my problem
> appropriately. CheckFree called me within a few hours and I was able to
> stop the payments over the phone. Dell did nothing, not even giving me
> a way to contact CheckFree, lied to me, and told me that their illegal
> possession of $150 of my money wasn't their problem. They have my
> undying hatred for all time. Anyone can read the whole thread at:
>
> http://forums.us.dell.com/supportforums/board/message?
> board.id=cc_dpa&message.id=4522

Archived from groups: alt.sys.pc-clone.dell (More info?)

Sparky Spartacus says...

> There's no such thing as a "standard for the industry" for this,
> although $27 may commonly be charged for a stop payment.

Well, that's what I was told. I can't make up my own price for that.

> This is exactly why I *never* authorize anyone to charge my account
> (checking or CC) on a continuing basis without authorization from me.

I never had a problem before now. It is good for some things like
credit cards, which this basically was, because you will never be late
and screw up your interest rate or other perks.

> Whoa, those dirty guys, using fine print!!!!! Dude, it's your money,
> don't expect Dell to be more careful with it than you are.

The pages were totally different last year when I signed up for auto-
pay. Dell didn't even have online payment when I bought my computer.
The little mention of CheckFree is irrelevant, even if it existed back
then, because it doesn't say who or what CheckFree is or in any way
insinuate that they support the payment system. There certainly isn't
any contact information available. I could only assume that Dell did
the support. If that wasn't the case, all Dell had to do was give me
the contact information for them and I would have done what I had to do.
Instead, I was told that it wasn't a Dell problem and that I had set up
the payments with a third party. Then I was left wondering what the
hell CheckFree was and how was I supposed to contact them. I was quite
unimpressed to find that CheckFree was Dell's silent partner and that
there was no contact information. I asked for the contact information
twice and was ignored. I reached CheckFree by typing www.checkfree.com,
just to see if such a URL actually existed, and sent an email to a sales
email address--the only contact to be found, and it miraculously was
forwarded where it needed to go. That was a long shot, to say the
least. I didn't even know if it was the right company, and it certainly
wasn't the right contact. Try typing www.nissan.com and see what you
get. Yes, I was very, very lucky anything came of it, and CheckFree
showed a lot of class getting the message through and contacting me so
quickly. Dell's performance, OTOH, was so bad it is hard to believe it
actually happened. The India phone support is useless as tits on a
boar. If they can't, won't or don't know how to support Dell Financial
problems, then they should at least point in the right direction. In
each case, three calls over three months, they told me lies that were
exactly what I wanted to hear and then did nothing. Dell-Denise on the
support forums is entirely in the wrong line of work. I worked my way
through college doing tech support over phone, email etc, and I find it
amazing anybody would pay her to be such an ass. I would have been
fired on the spot for having any fraction of that attitude. I guess
Dell didn't want me as a customer anymore. I guess that is one thing we
can agree on.

Archived from groups: alt.sys.pc-clone.dell (More info?)

Fred Barney wrote:
> Sparky Spartacus says...
>
>>There's no such thing as a "standard for the industry" for this,
>>although $27 may commonly be charged for a stop payment.
>
> Well, that's what I was told.

I don't doubt that - easiest way to justify predatory additional fees is
to claim they're "industry standard" (I'll bet Tony Soprano's shylocks
tell their fish the vig is "industry standard" ). My last job was with
one of the NYC money center banks - these charges are set by each bank
(which is not to say many don't charge the same confiscatory amount).

> I can't make up my own price for that.
>
>>This is exactly why I *never* authorize anyone to charge my account
>>(checking or CC) on a continuing basis without authorization from me.
>
> I never had a problem before now. It is good for some things like
> credit cards, which this basically was,

But, as you know all too well now, it basically isn't. A CC gives the
cardholder certain right that paying in cash, no matter which form, does
not grant.

Maybe this is an example of a hard lesson well learned?

> because you will never be late
> and screw up your interest rate or other perks.
>
>>Whoa, those dirty guys, using fine print!!!!! Dude, it's your money,
>>don't expect Dell to be more careful with it than you are.
>
> The pages were totally different last year when I signed up for auto-
> pay.

Last year??!! What in the computer business *wasn't* different last year?

Archived from groups: alt.sys.pc-clone.dell (More info?)

I have a broken D600, with next-day on-site complete care service.
But Dell won't come fix the computer.

I called two days ago, and after waiting an hour the representative
hung up on me. Yesterday, I tried again, and got hung up on twice
(!). Yesterday, both reps who hung up on my had already taken my
phone number, but they didn't call me back. The third rep I spoke
with told me the problem was probably a software issue and Dell
doesn't fix software issues.

Last night, I ran some diagnostics on the machine myself (from F12,
very useful). The HD Read Test failed. The HD needs replacing.
Armed with this knowledge, I called Dell for a fifth (!!) time, told
them exactly which test failed, and I told them that I needed someone
to come out, replace the HD, and reinstall Windows.

They told me that they don't reinstall Windows. I told them that the
7th bulleted paragraph in Section 2b of my contract (available on
line), promises that Dell *will* reload Windows and other software.
The service rep told me he had to escalate the issue, and that someone
would call me back. Obviously, no one has called me back.

So at this point, I've placed five calls to dell, received zero
technical support from them, diagnosed the problem myself, and Dell
refuses to fix it. (Two e-mails have also gone unanswered.)

The whole reason I bought Dell computers was because of their
service. I feel like an idiot. I should have purchased a machine
from a local dealer.

Am I really just unbelievably unlucky (2 reps hang up on me, a third
doesn't know how to help, a 4th escalates a call that never gets
handled)? Or is Dell's good service a thing of the past?

I'll be grateful for any advice this group can offer.

Thank you.

-Joel Hoffman

Archived from groups: alt.sys.pc-clone.dell (More info?)

Sorry to follow up on my post. One bit of new information. I gave up
this evening, and agreed to have Dell send me a new HD, which I will
replace myself. They told me it will take 2-3 days for the HD to
arrive. I told them I had next-day service, and their response was
that day service only applies when a technician comes out, not when
they send a part for me to replace myself.

So:

1. They won't reinstall the software, in spite of their written
promise to do so.

2. Because they're not installing software, they don't have to send a
technician.

3. Because there's no technician coming, they don't have to fix the
computer on the next business day.

Sounds like a scam. My only reason not to think it's a scam is my past
experience (which has always been great).

What happened to Dell?

-Joel Hoffman