This post was originally posted at my main journal (Lyanna)Somewhere in 2007 IJdo and I purchased a Dell Inspiron 17 inch laptop. We configured it on-site, with a different vidcard and cpu and harddisk (I think) than the thing originally came with - and everything was delivered and configured fine except for the vidcard. Dell somehow sent us the laptop with the original vidcard (an ATI) in it, instead of the NVIDIA we’d asked for.
When we called about it, Dell sent us the NVIDIA which we had to implement ourselves. So we did, and the systems have been running fine and smooth. Until say five weeks ago, right before I went on holiday to Austria. The vidcard crashed. Since it’s my business laptop as well as private, it was kinda imperative that the thing be fixed right away. Now, I was lucky of course that I also had the original ATI vidcard still lying around, so I put that one into the laptop (which worked, albeit by far not as smoothly as the NVIDIA which is clearly better) and called Dell.
We have a next businessday on-site service, but since I was going on a holiday, I couldn’t book a repairman right away. I also had a hard time explaining which card I wanted replaced, because they had the ATI on file as my vidcard while of course I wanted the NVIDIA to be replaced. But, in the end, I got around to explaining everything, it was verified that the other card had been sent to us, and things were put on file. I received a case number and was told to call back as soon as I got back from holiday.
So far so good. Once back, one of my clients told me that I couldn’t have the repairman on site with them. So I had to wait several days to ask the other client whether they were okay with it. They were, so I once again called Dell to have a repairman come by next wednesday.
That wasn’t possible … because Dell apparently doesn’t book their repairmen more than one day in the future ahead. Right. I once again had to explain the entire story about the vidcard, because even though I had a case number, the employee I spoke to refused to open it but was adamant to make another case out of it. Why why why?? He even went to talk to the employee I’d spoken to before to verify the thing with the vidcard - while it was all right there in front of him in the case. Argh. He told me to call back next tuesday, to schedule a repairman for wednesday. Ok, whatever.
Tuesday came around, but my workschedule was so busy that I really only got around to calling wednesday. I got an employee on the phone whom I could hardly understand because his accent was so thick. Next to that, he asked for the service tag on the laptop (they always ask for it). I gave it to him four times, and each time he repeated it back wrongly to me. I even used the military code (you know, alpha, tango, lima, that kind of stuff) and STILL he couldn’t repeat it back to me correctly. Super frustrated I hung up saying I’d call back later.
Which I did on thursday, to book the guy for friday. Trouble is, I work half a day on friday - so I needed to know at what time the repairman would come by so I could give them the right address to go to. That wasn’t possible. (at this point I started to tear out my hair). The repairman arrives somewhere between 9 and 17:00 .. and they book their own hours and ride their own schedule, so it was impossible to tell at what point in the day the guy would arrive. By now I know better though - because the repairmen call their clients in the morning telling them at what time they will arrive … I could easily have told the guy what address to go to at that point. Yet one of the many communication problems between the helpdesk and the actual workforce at Dell.
Alright … *sigh* … back to the drawingboard. Next tuesday I called again, booking the repairman for wednesday at the client where I’d be all day. This time, no hassle - no explaining, quick call, things done. You’d think. I almost did a little dance around the room. Yay! Finally my laptop would be repaired!
Wednesday rolled around. I told the desk employee downstairs that there would be a repairman coming for me. I told the management assistent on my floor. I told my collegues to please pick up my phone should it ring if I wasn’t there ….. but no phone rang and no repairman showed up. Five minutes after five (time’s up pal …) I called Dell, steaming, only to get an answering machine telling me that they were closed for the day. Argh! I hung up swearing. Next day I called them again, yet again got an employee I could hardly understand, and almost pulled him through the phoneline when he said that his collegue who’d taken my call earlier had forgotten to put the call through to the repair cluster. WTF??? ARGH! Because I was so angry, this time I actually COULD book a repairman more than one day ahead, so I scheduled a next appointment for the next wednesday. And the person I spoke to promised me he’d call on thursday (which is today actually) to see whether things had now gone as scheduled. I also adamantly told him to make sure the repairman brought a replacement for the NVIDIA, and not for the ATI.
Now yesterday, I got a call at 9 in the morning. Repairman. “I’m here between half past 12 and 13:00″ Ok - wow. Things seem to be going right for a change. At 13:00 he did indeed show up. Opened up my laptop. I explained that there was a working vidcard in there, but that was not the one I wanted, and that the one I’d brought seperately was the one which was busted. He kinda drily pointed out to me that the vidcard he’d received to put into my laptop was the exact same one already in there…. he’d brought a spare ATI and not a spare NVIDIA … you’ve got to be effing kidding me right? Not his fault by the way - he just gets given a component to replace without prior knowledge of the case.
So, he got on the phone with Dell. Dell said that the ATI was their standard replacement for the NVIDIA, as that one is no longer in stock. WHAT?@!?
Employee on the phone actually said that the ATI was just as good as the NVIDIA. It isn’t, not by a long shot. Hell, why do you think we ordered this one instead of the standard vidcard that was in there in the first place? I said likewise to the repairman, who concurred, and told me not to settle for anything less. He said they would try to get the NVIDIA regardless, or something better, and that they would call me tomorrow. Off he went. By now I wanted to throw the laptop out of the window.
Cue to today. Just got a call from the next repairman who’s coming over this afternoon (this time to my house, since I’m sick on the couch). I asked him whether he’d brought the right vidcard then. He had no clue what I was talking about … and that he couldn’t see from the top of the thing what brand it was. Talk about communication … this guy didn’t even know that there’d been another repairman trying to fix things yesterday. I’m not holding my breath that he’s bringing the correct one.
And to top it all off, after that I received a phonecall from the helpdesk asking me whether things had been fixed to my liking yesterday *headdesk*. Ok, they did what they promised (check on status) but hell … don’t these guys communicate there? Or don’t they check casefiles?? ARGH!