The windmill tilting crusade of trying to get Dell to deliver on its high-end next-day warranty service remains an on-going drama. (Updates to the log will go http://www.livejournal.com/users/ozdachs/41568.html ).

This post is my misery-love-company entry. I never heard of “Dell Hell” before this week, for example. Now I know that there are legions of suffers.

I still don’t understand why some legal group hasn’t filed a class-action suit for charging and not delivering, but maybe my research will enlighten me.

Links

Business Week, “Hanging Up On Dell”
Houston Chronical, “Dell, Are You Listening?”
Dell Entries in Jeff Jarvis’s Buzz Machine Blog

more to follow — have to get some work done!

For a solid week — since last Tuesday, 11/22 — I have been trying to have Dell repair my notebook computer which is covered under “next day on-site repair”.  Tuesday I spent the half-hour in queue and went through the fairly useless fault isolation procedure.  The Indian technician diagnosed a dead motherboard.

Wednesday, a local technician arrived at the office and replaced the motherboard.  The notebook still didn’t work.  The local tech called Dell India for more parts.  They hung up on him.  He said he’d follow-up and come back Monday (after the holiday).  He didn’t.

I called Dell India yesterday. The first time (after the 30-minutes on hold) the woman hung up when I suggested she should contact the Dell technician if she wanted more details on what parts to send for replacement.  The second woman (after another 30 minutes on hold) said she couldn’t dispatch unless I went through the fault isolation steps with her.  She suggested that I mail the computer to a depot for service.  I insisted that she have a service tech returned.  She pacified me by giving me a new case number and promising that her supervisor would call me.  He didn’t.

Dell’s schemes to not deliver the paid-for next-day on-site service is screaming for consumer legal action.  I’ll happily sign on.

Contact details for the record