Gav Reilly

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Written by Gav

June 29th, 2009 at 12:46 pm

Posted in Customer Care

Tagged with , , , , , ,

7 Responses to 'Dell Netbook Repair: Fix One Problem, Create Three More'

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  1. For posterity, this is the chat I received this afternoon. Note the distinctly more curt tone on the part of the agent.

    This is an automated email sent from Dell Chat. The following information is a log of your session. Please save the log for your records.
    Your session ID for this incident is 1568638.
    Time Details
    06/29/2009 02:18:21PM Session Started with Agent
    06/29/2009 02:18:21PM Gav: “Since receiving my laptop back from repair last week the built-in speakers do not give sound, and several keyboard keys are dead”
    06/29/2009 02:18:49PM Agent: “Thank you for contacting Dell Hardware Chat support for the UK and Republic of Ireland. My name is (agent’s name), and I will be assisting you today.”
    06/29/2009 02:19:13PM Gav: “hi there (agent’s name), I hope you’re well.”
    06/29/2009 02:19:42PM Agent: “I am fine, thanks for asking”
    06/29/2009 02:20:44PM Gav: “Now”
    06/29/2009 02:21:10PM Gav: “I’m having some problems with my Inspiron 910 since it came back from repair last week”
    06/29/2009 02:22:01PM Agent: “From the above description, I understand that,you have an issue with No Audio after service call”
    06/29/2009 02:22:10PM Gav: “yes”
    06/29/2009 02:22:14PM Agent: “I will surely assist you”
    06/29/2009 02:22:25PM Gav: “although I can get audio through my headphones there doesn’t seem to any life from the built-in speakers”
    06/29/2009 02:22:32PM Agent: “To understand the issue better, May I ask you couple of questions?”
    06/29/2009 02:22:45PM Gav: “of course”
    06/29/2009 02:22:59PM Agent: “Does the Windows Startup Sound come up?”
    06/29/2009 02:23:14PM Gav: “no”
    06/29/2009 02:23:23PM Gav: “(well, not through the speakers)”
    06/29/2009 02:23:30PM Agent: “We will collect the portable for repair tomorrow.”
    06/29/2009 02:23:30PM Gav: “(I haven’t tried it using the headphones)”
    06/29/2009 02:23:37PM Agent: “No worries”
    06/29/2009 02:23:55PM Gav: “ok”
    06/29/2009 02:24:06PM Gav: “there is one other issue with it aswell that hopefully you can address while it’s with you”
    06/29/2009 02:24:13PM Agent: “Can we collect the portable tomorrow anytime in between 09:00 to 05:30 PM, will it be the same address?”
    06/29/2009 02:24:19PM Gav: “yes, same address as last time”
    06/29/2009 02:24:26PM Gav: “Croke Park Stadium, Jones’s Road, Dublin 3″
    06/29/2009 02:24:35PM Agent: “Thank you”
    06/29/2009 02:24:48PM Agent: “You need to keep the AC adapter and battery with you .”
    06/29/2009 02:24:57PM Gav: “I will do that”
    06/29/2009 02:25:04PM Agent: “Also No CD/DVD to be sent with the courier”
    06/29/2009 02:25:19PM Agent: “Do you have alternate contact number?”
    06/29/2009 02:25:19PM Gav: “ok”
    06/29/2009 02:25:31PM Gav: “either 0879249543 or 018658613 will work fine”
    06/29/2009 02:25:32PM Agent: “I apologize for the trouble you had to go through”
    06/29/2009 02:25:35PM Agent: “Thank you”
    06/29/2009 02:25:37PM Gav: “no problem”
    06/29/2009 02:25:42PM Agent: “Is there anything else I can assist you with today?”
    06/29/2009 02:25:49PM Gav: “there’s also a small problem with the keyboard on the machine, again since service”
    06/29/2009 02:25:57PM Agent: “Do you have any feedback or suggestion on the service you received by me?”
    06/29/2009 02:26:00PM Gav: “four of the keys on the right-hand-side of the keyboard appear to be unresponsive”
    06/29/2009 02:26:04PM Agent: “We will take care of all the issues”
    06/29/2009 02:26:11PM Gav: “ok, thank you”
    06/29/2009 02:26:15PM Agent: “You may receive a separate email inviting feedback on the online chat service that you received from Dell. Dell encourages you to reply and give us your views which we will use to improve our service in future. Is this the correct email address where we c”
    &nbsp an send the email gav@gavreilly.com
    06/29/2009 02:26:26PM Gav: “yes, that’s correct”
    06/29/2009 02:26:32PM Agent: “Thank you for visiting Dell Hardware Support online chat and allowing me the opportunity to assist you. I have included your case # 642347963 reference our interaction today. Please keep this on file; it will assist you when contacting Dell in the future.”
    06/29/2009 02:26:39PM Agent: “Have a great day ahead”
    06/29/2009 02:26:42PM Gav: “thankyou”
    06/29/2009 02:26:45PM Gav: “good bye!”
    06/29/2009 02:26:58PM Agent: “Cheers”
    06/29/2009 02:27:00PM Agent: “Bye”

    Gav

    29 Jun 09 at 1:30 pm

  2. Gav, were you dealing with a human or an answerbot?

    Darragh

    29 Jun 09 at 1:43 pm

  3. Darragh – I’ve always suspected that they have a fairly hefty bundle of stock responses, rather like the literary equivalent of a soundboard, but even still, the difference in tone and patience between the operator this time and the first time I spoke to him (their name comes up so I know it’s him) is remarkable. I’ll email the copies to you.

    Gav

    29 Jun 09 at 1:45 pm

  4. [...] Dell’s repair service is shite. Makes me glad when this one has a problem I repair it [...]

    TheChrisD – Rant Central » Rants » Random Shit – June 30th

    29 Jun 09 at 11:49 pm

  5. Great advice. I dont know how many times I have to tell people the very same things. Glad I’m not the only one.

    Joe

    14 Jul 09 at 3:21 pm

  6. Joe – incidentally, I’m still waiting. They collected it on June 30th and it’s now July 14th.

    Gav

    14 Jul 09 at 3:31 pm

  7. 06/29/2009 02:22:14PM Agent: “I will surely assist you”

    99% positive that it’s an Indian tech support agent from that line alone :)

    Brian

    30 Jul 09 at 5:04 pm

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