Aug 18, 2009 05:40 PM
3645 Views
(Updated Aug 18, 2009 09:57 PM)
I wrote reviews about Dell's poor services in the following reviews:
https://mouthshut.com/review/Dell_Studio_17-161065-1.htmland my FMM https://mouthshut.com/mobilereview/mobilesms.php?smsid=11531
*My recent experience with my 2 Dell laptops Studio 15 and Studio 17 is worth mentioning and I haveto contradict my own opinion in the above reviews. In both cases I forwarded copy of my reviews in MS to Dell customer service.
Dell confirmed that they will do the best, but advised me to make a complain over phone mentioning the"Tag" no and detail of problem. Studio 15 had one key broken and Studio 17 had poor sound quality when I play through built-in speakers.*
*But getting Dell customer service is a Himalayan Task! If you are lucky to get the number, then you have to wail minimum 20 to 30 minutes to get the receptionist..you will hear "all our officers are busy, please wait". After getting the receptionist, she asked (interview!) me all sort of questions like 'tag' number, name, contact number, place of purchase (not birth!) etc. and said that she is transferring my call to the technical team! I mentioned her about my mail with my copy of review written to Mouthshut.
May be that made her 'Mouth-shut and transferred the call! Another waiting for 30 mts to get connected to the technical person. In the case of Studio 15, the person asked only one question "How did the key break?" I told him "It just came off (!?)". He immediately said that he is sending a new key pad and will be replaced in a day at my house itself...free of charge! He also confirmed that the key pad is dispatched and gave the ref. no. The next day the key pad was received from Wipro and an Engineer came within one hour of arrival of parts and replaced the key pad within 20 minutes and checked the entire laptop and finished the work to full satisfaction!*
In the case of Studio17 he made me to go through lot of process (nearly for 1 hour!)..asking me to press F12 while booting, reloading drivers for sound, testing on-line, running the diagnose software etc. Finally he said he would replace the speakers and gave the ref. no. The part arrived on the 2nd day and the Engineer came earlier and was waiting! But changing of speakers took more than 2 hours! The speaker wiring is such a way the whole laptop had to be dismantled...but it was interesting for me to see the parts of laptop and really admired the way the Engineer was executing the job so professional.
Dell computers are maintained by Wipro...that may be the reason the Dell service has improved considerably!
