Ok reading the laptop thread I thought I’d paste this there but instead I will do it here so not to sidetrack that thread.
Share your fun stories with customer service! Mine is about Dell, let’s just note that I am not mad at them (even though I’ll never buy anything from them again) instead I was actually humored by the whole thing. It was way too stupid to be mad at. It gets better at the end; I really could not stop giggling like a 12 year old girl through out the last 20 minutes or so of the conversation.
--
Ok so my monitor broke down and I called dell to replace it yesterday, Total time 1 hour and 40 minutes here is how the thing with dell went:
*After being transferred about 4 times and giving the last guy all my info (name, address, invoice number, phone number, etc)
Him: Can I help you?
Me: Hi, a monitor that I bought from dell a bit less then a year ago broke down and I would like to warranty it.
Him: Ok give me the number on top of your desktop...
Me: What do you mean? You mean from back of my monitor?
Him: NO! Top of your computer right above CDROM there will be a number.
Me: I don’t have a dell PC I only bought a monitor.
Him: That’s good, now what I need you to do is to look at your desktop and find a number.
Me: I don't have a desktop from dell, I only bought a monitor.
Him: *speaking in some language I don’t understand*
Me: What?
Him: you must have a desktop or we can’t fix your pc.
Me: I don't need to fix my pc I need to warranty my monitor, I only bought a monitor from you guys.
Him: that’s good; now find a number on your pc.
Me: Ok I have a monitor, no PC just a monitor that I bought from dell.
Him: you are a lair!
Me: Excuse me?
Him: Look at your desktop and give me your number...
Me: Where do you want me to look?
Him: do you know what a computer is?
Me: Yes.
Him: look on top of it.
*This went on from 20 minutes with me randomly asking for supervisor and him refusing to transfer me to supervisor.*
It gets better…
Finally I get put on hold, note that I can hear him breathing the whole time, and 20 minutes later same guy answers (it was a same guy, because his name and ID number were the same and well I heard him breathing the whole time).
Him: this is supervisor.
Me: *giggling a little* Hmmm ok… well… I am trying to warranty a monitor I bought from dell; I only have a monitor, no PC.
Him: Ok, there will be a number on top of your PC…..
Me: No… No number… I only have monitor…
Him: *speaking in unknown language*
Him: Ok we will trouble shoot your monitor, what is wrong with it?
Me: When I turn it on only half of the screen shows up and other half stays blank.
Him: ok turn it on…
Me: ok… done…
Him: does a green light come on?
Me: Yes.
Him: Then monitor is not broken it is your computer.
Me: But only half of the screen shows up…
Him: It’s your PC
Me: No, I am sure it’s the monitor
Him: You are a lair
Me: Ok but I am sure it’s the monitor because I connected different monitors to this same PC and it worked fine and I also connected this monitor to multiple other computers and it only showed half of the screen
Him: If a green light comes on it is not broken good bye
Me: No good bye my friend… this monitor is broken
Him: you are a lair
Me: can I speak to your supervisor
Him: I am supervisor
Me: no you are not
Him: you are a lair
Me: why would I lie if the monitor was not broken? Why would I want to replace something that works?
Him: you like to lie
Me: What? *still kind of giggling* Ever heard of BBB or small claims court
Him: Hold on… I will talk to my supervisor.
Me: I thought you were a supervisor
Him: I never said that, you are a lair.
Me: can you please stop calling me a lair, and can I speak to your supervisor
Him: NO! He is a busy man
Me: That’s nice.
Him: Hello sir could you please give me number on top of your PC. (Yes, in the middle of conversation he started over like I was a new customer)
Me: Fine (so I made up some numbers 324923490234290)
Him: Good, finally you figured it out, wasn’t that easy.
Me: Yeah, you must excuse me, I am slow.
Him: Ok we will ship you a new monitor.
Me: uh… ok… Thank you?
Whole conversation took exactly 1 hour 40 minutes. Much of conversation that I did not write down went along the same lines almost word for word and lots of pauses. I was on hold total 50 minutes with him breathing in the phone. At least 6 times I went “um… what is going on?” and twice he went: “you are on hold sir, please be quite” and more heavy breathing.
Beat that!
Cheers
Share your fun stories with customer service! Mine is about Dell, let’s just note that I am not mad at them (even though I’ll never buy anything from them again) instead I was actually humored by the whole thing. It was way too stupid to be mad at. It gets better at the end; I really could not stop giggling like a 12 year old girl through out the last 20 minutes or so of the conversation.
--
Ok so my monitor broke down and I called dell to replace it yesterday, Total time 1 hour and 40 minutes here is how the thing with dell went:
*After being transferred about 4 times and giving the last guy all my info (name, address, invoice number, phone number, etc)
Him: Can I help you?
Me: Hi, a monitor that I bought from dell a bit less then a year ago broke down and I would like to warranty it.
Him: Ok give me the number on top of your desktop...
Me: What do you mean? You mean from back of my monitor?
Him: NO! Top of your computer right above CDROM there will be a number.
Me: I don’t have a dell PC I only bought a monitor.
Him: That’s good, now what I need you to do is to look at your desktop and find a number.
Me: I don't have a desktop from dell, I only bought a monitor.
Him: *speaking in some language I don’t understand*
Me: What?
Him: you must have a desktop or we can’t fix your pc.
Me: I don't need to fix my pc I need to warranty my monitor, I only bought a monitor from you guys.
Him: that’s good; now find a number on your pc.
Me: Ok I have a monitor, no PC just a monitor that I bought from dell.
Him: you are a lair!
Me: Excuse me?
Him: Look at your desktop and give me your number...
Me: Where do you want me to look?
Him: do you know what a computer is?
Me: Yes.
Him: look on top of it.
*This went on from 20 minutes with me randomly asking for supervisor and him refusing to transfer me to supervisor.*
It gets better…
Finally I get put on hold, note that I can hear him breathing the whole time, and 20 minutes later same guy answers (it was a same guy, because his name and ID number were the same and well I heard him breathing the whole time).
Him: this is supervisor.
Me: *giggling a little* Hmmm ok… well… I am trying to warranty a monitor I bought from dell; I only have a monitor, no PC.
Him: Ok, there will be a number on top of your PC…..
Me: No… No number… I only have monitor…
Him: *speaking in unknown language*
Him: Ok we will trouble shoot your monitor, what is wrong with it?
Me: When I turn it on only half of the screen shows up and other half stays blank.
Him: ok turn it on…
Me: ok… done…
Him: does a green light come on?
Me: Yes.
Him: Then monitor is not broken it is your computer.
Me: But only half of the screen shows up…
Him: It’s your PC
Me: No, I am sure it’s the monitor
Him: You are a lair
Me: Ok but I am sure it’s the monitor because I connected different monitors to this same PC and it worked fine and I also connected this monitor to multiple other computers and it only showed half of the screen
Him: If a green light comes on it is not broken good bye
Me: No good bye my friend… this monitor is broken
Him: you are a lair
Me: can I speak to your supervisor
Him: I am supervisor
Me: no you are not
Him: you are a lair
Me: why would I lie if the monitor was not broken? Why would I want to replace something that works?
Him: you like to lie
Me: What? *still kind of giggling* Ever heard of BBB or small claims court
Him: Hold on… I will talk to my supervisor.
Me: I thought you were a supervisor
Him: I never said that, you are a lair.
Me: can you please stop calling me a lair, and can I speak to your supervisor
Him: NO! He is a busy man
Me: That’s nice.
Him: Hello sir could you please give me number on top of your PC. (Yes, in the middle of conversation he started over like I was a new customer)
Me: Fine (so I made up some numbers 324923490234290)
Him: Good, finally you figured it out, wasn’t that easy.
Me: Yeah, you must excuse me, I am slow.
Him: Ok we will ship you a new monitor.
Me: uh… ok… Thank you?
Whole conversation took exactly 1 hour 40 minutes. Much of conversation that I did not write down went along the same lines almost word for word and lots of pauses. I was on hold total 50 minutes with him breathing in the phone. At least 6 times I went “um… what is going on?” and twice he went: “you are on hold sir, please be quite” and more heavy breathing.
Beat that!
Cheers
I´m sorry but that is really not the concern of the IT helpdesk.
