Dell Customer Service

[modchild]

After seeing so many threads about poor customer services from various companies I thought I'd post a positive tale for a change. I bought a Dell Ultrasharp U2412M just over a year ago from an ebay supplier and on sunday I switched it on and got a black screen. I changed the cable to check the basics but to no avail, it was kaput. I contacted Dell by phone after trying, unsuccessfully, to get through on their website as they wanted a service tag and there wasn't one on the monitor. After speaking to a friendly guy for a couple of minutes he arranged a brand new replacement to be delivered today and the old one collected the next day using the same packaging. He also asked if there was any feedback I could give and I mentioned about the service tag not being on the monitor. He said they are in the process of putting the service tags on all their products, specially monitors, after a few other people had said the same.

The things I took from this is, Dell actually listen to their customers and act upon the feedback they receive unlike a lot of other companies, they don't expect you to keep the box for 3 years or whatever the warranty period is unlike other places that require the item shipped in the original packaging (Panasonic for a 50" TV which we didn't have room to keep) and their general helpfulness. The guy sent an email and said if I needed anything else to reply to the email and he would ring me back to save me waiting on the phone. I'm really impressed as Dell had some flack a while back over the 'floorboards in a 5D3 box' and it looks like they've improved their service since.

 

[abdoujaparov]

The things I took from this is, Dell actually listen to their customers and act upon the feedback they receive unlike a lot of other companies, they don't expect you to keep the box for 3 years or whatever the warranty period is unlike other places that require the item shipped in the original packaging (Panasonic for a 50" TV which we didn't have room to keep) and their general helpfulness.

Good to hear - I've been looking at the Dell U monitors on Amazon and one of the top-rated comments talked about the lack of service tag.

Incidentally, if the return is being made under the terms of the Sale of Goods Act, the retailer is not permitted to insist on the original packaging (although if the return is offered under terms additional to the SoGA, then they are, hence "Your Statutory Rights Are Not Affected")

 

[modchild]

Well, I'm now back on the new Dell monitor. The U models are brilliant and until sunday I couldn't find fault with it. It came really well packed with instructions for collection of the old one tomorrow. Great service all round and well worth the mention as I believe good service should be praised as much as bad service castigated.