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Okay guys, I need to take a deep breath because even though this was a while ago, I needed to really get it off my chest. I'm going to be writing an easier-to-follow and more polite version of this to actually send to the company (Dell) but I had to write this one to get it off my chest and really say how I feel. Keep in mind the events stated happened a while ago but I still don't have this issue resolved:
To Whom It May Concern,
About three years ago, in order to be prepared for college, my father bought me an XPS ____ to do all my school work and creative work on. It was very nice for awhile, fast, convenient, light, etc. When I had a few problems setting up my printer I logged into the tech support chat and got fast service that was very helpful. I thought this would be a breeze.
That was before these three years went by and during them I had to reinstall my operating system by myself at least six times but maybe more; at this point I’ve given up trying to recall every time I’ve done it. Finally, my computer decided that it had had it. It had been about a month since the last time I’d reinstalled Vista and my computer decided that it needed an update. Like usual, I clicked the update and restart button and found out that that was a very big mistake (at this point I started wondering why I allow it to install ANY updates because those seem to be the times where it shoots itself in the head most often.) After going to the Geek Squad and getting all my un-backed up stuff on a CD, I took the doorstop home and attempted to reinstall Vista again. No dice. This time my laptop had decided that Vista was no longer on its agenda and it wanted to take a longer break from me.
So I got another hard drive from you guys, mailed the old one in, installed the new one by myself (I’m pretty handy for a girl) and after the associate I talked to checked it out and asked me how it was working, I thought I wouldn’t have another problem. Now this is where our story gets interesting. At that point, I was using my parents’ old desktop PC that doesn’t have any speakers. So I’d set up the little laptop to play Pandora. For the two weeks after I’d set up the new hard drive all it did was sit on the desktop’s tower and play Pandora. I swear it was the most expensive radio I’ve ever owned.
I took it home; it installed an update, and pow. New hard drive, meet your doom. Maybe just a little over two weeks and the same problem occurred with the new hard drive. I believe my exact words were: “I’m tired of not doing anything wrong.” So at my father’s insistence I called Dell again.
Now, I’m not exactly sure how it got to the way it did but let me just say, I haven’t called again after this call. At first it went alright, I explained the issue, how long I’d had the hard drive, what was going on, etc. At the end of that call there are several words that could possibly brush the surface of how I felt: Berated, belittled, confused, hurt, ignored, neglected, insulted. I don’t exactly know what kind of training these associates get but I think about the time your customer is weeping into the phone and repeating, “None of that makes sense, no that doesn’t make sense,” maybe they should start actually listening to what is going on with the computer and stop continuously repeating that we have a virus. From Pandora? No. He told me I had two options and two options only, I could reinstall my operating system AGAIN or I could get another hard drive AGAIN. Because those just worked so well before.
I managed to choke out that I would reinstall my operating system and hung up on him. I didn’t reinstall my operating system. I put my laptop on a shelf and it’s been there ever since, gathering dust. For the past few months I’ve been working on my brother-in-law’s HP and working off my external hard drive because I’m not dumb enough to trust any computer again. The HP, despite being over five years old and stuffed full of gamer crap works beautifully but the fact remains, it’s not mine and eventually I’ll have to give it back. I thought about calling you again but every time I would consider it I would get upset over the last time I called and decide that I’d rather go to the gynecologist than call your tech support again.
What do I want then? Well I don’t know if it’s covered under my warranty but I’d really appreciate an apology.
Better yet, how about you give me something better: Someone who can and will fix my damn problem.
Thank you, Me.
TL;DR:
My computer breaks every so often and Dell would rather yell at me than fix it.
To Whom It May Concern,
About three years ago, in order to be prepared for college, my father bought me an XPS ____ to do all my school work and creative work on. It was very nice for awhile, fast, convenient, light, etc. When I had a few problems setting up my printer I logged into the tech support chat and got fast service that was very helpful. I thought this would be a breeze.
That was before these three years went by and during them I had to reinstall my operating system by myself at least six times but maybe more; at this point I’ve given up trying to recall every time I’ve done it. Finally, my computer decided that it had had it. It had been about a month since the last time I’d reinstalled Vista and my computer decided that it needed an update. Like usual, I clicked the update and restart button and found out that that was a very big mistake (at this point I started wondering why I allow it to install ANY updates because those seem to be the times where it shoots itself in the head most often.) After going to the Geek Squad and getting all my un-backed up stuff on a CD, I took the doorstop home and attempted to reinstall Vista again. No dice. This time my laptop had decided that Vista was no longer on its agenda and it wanted to take a longer break from me.
So I got another hard drive from you guys, mailed the old one in, installed the new one by myself (I’m pretty handy for a girl) and after the associate I talked to checked it out and asked me how it was working, I thought I wouldn’t have another problem. Now this is where our story gets interesting. At that point, I was using my parents’ old desktop PC that doesn’t have any speakers. So I’d set up the little laptop to play Pandora. For the two weeks after I’d set up the new hard drive all it did was sit on the desktop’s tower and play Pandora. I swear it was the most expensive radio I’ve ever owned.
I took it home; it installed an update, and pow. New hard drive, meet your doom. Maybe just a little over two weeks and the same problem occurred with the new hard drive. I believe my exact words were: “I’m tired of not doing anything wrong.” So at my father’s insistence I called Dell again.
Now, I’m not exactly sure how it got to the way it did but let me just say, I haven’t called again after this call. At first it went alright, I explained the issue, how long I’d had the hard drive, what was going on, etc. At the end of that call there are several words that could possibly brush the surface of how I felt: Berated, belittled, confused, hurt, ignored, neglected, insulted. I don’t exactly know what kind of training these associates get but I think about the time your customer is weeping into the phone and repeating, “None of that makes sense, no that doesn’t make sense,” maybe they should start actually listening to what is going on with the computer and stop continuously repeating that we have a virus. From Pandora? No. He told me I had two options and two options only, I could reinstall my operating system AGAIN or I could get another hard drive AGAIN. Because those just worked so well before.
I managed to choke out that I would reinstall my operating system and hung up on him. I didn’t reinstall my operating system. I put my laptop on a shelf and it’s been there ever since, gathering dust. For the past few months I’ve been working on my brother-in-law’s HP and working off my external hard drive because I’m not dumb enough to trust any computer again. The HP, despite being over five years old and stuffed full of gamer crap works beautifully but the fact remains, it’s not mine and eventually I’ll have to give it back. I thought about calling you again but every time I would consider it I would get upset over the last time I called and decide that I’d rather go to the gynecologist than call your tech support again.
What do I want then? Well I don’t know if it’s covered under my warranty but I’d really appreciate an apology.
Better yet, how about you give me something better: Someone who can and will fix my damn problem.
Thank you, Me.
TL;DR:
My computer breaks every so often and Dell would rather yell at me than fix it.
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