DELL最終迫害之顧客反擊戰

本帖最後由 PheniX01 於 2017-3-6 22:20 編輯

是但的,上次講到佢地話無貨唔肯比新MON我,除非我支付HKD980
http://www.hkepc.com/forum/viewt ... &extra=page%3D1

錢我就唔比啦,投訴信就有封
我英文已經唔好,要坐係到打咁大篇文真係好鬼辛苦
https://consumerist.com/2007/11/ ... 19-dell-executives/
跟住上面條list寄曬比高層(大慨),再cc比Marina He

標題:
COMPLAINT: Unacceptable QC of refurbished monitor and service of customer care in Hong Kong

內容如下:
Dear DELL,

I am writing to express my unpleasant experience in DELL's warranty service and to request a proper follow-up of my case.
Tracking number of my case: XXXXXXXXXXXXXXXXXXXXXXXXXXXX

I am a personal customer in Hong Kong. I ordered a monitor P2715Q from DELL directly in November 2016. The monitor was defective on arrival and DELL was trying to send me a refurbished monitor as replacement. I refused and spent a few weeks to argue with DELL's support team to have a new unit instead. After one year, another defect rose so I contacted DELL again. I agreed to take a refurbished monitor as it has been one year since the purchase. Unfortunately, DELL has severe problem of quality control of refurbished products. The arrived monitor, aside from physical damage of the appearance, is also defective on arrival. I made a new request and again the new unit is DOA. This process has been repeated for four times until I think I has wasted too much time on this and cannot tolerate anymore. I requested a refund. The representative forwarded my case to her manager Marina He([email protected]). The manager rejected my request but promised to send me a new unit instead of refurbished unit and I agreed. After a few days, I contact DELL again (they seldom contact me actively) and they said that the model of my monitor is out of stock for customer care but available for normal purchase. If I insist on new unit, they can only place an order via normal purchase process and this will give me a full warranty of 3 years. Therefore, they requested me to pay HKD$980 for the extra one year. I rejected and they did not provide me any other options except another refurbished monitor. I have no choice but to seek help from senior managers of DELL. I hope DELL either refund me which I prefer or send me a new unit.

Also, I would like to point out the problems of support team and customer care team.
1. Lack of knowledge: Many evidences indicate that the technician almost know nothing about computer, he just followed the guideline and ordered me to do something that is not applicable in my case like installing the software coming with the monitor. Aside from that he misidentified the software as 'driver', I was using Linux and the software is totally incompatible.
2. Security problem: DELL never update the owner record of the refurbished monitor. Every time I provide the service tag to DELL, the tag always lead to the previous owner but not me. The representative will then read out the full name and the phone number of the previous owner. I am very worried about the possible leakage of my personal information as my very first monitor was also retrieved and refurbished.​
3. Lack of understanding of DELL's product: The technician did not understand the purpose of my monitor and the expectation I have. P2715Q is advertised as a monitor for photo editing in DELL's web site. He failed to understand how inaccurate color reproduction affect my work.
4. Burden of proof is totally pushed to the customer: They often requested me to provide extraordinary but unnecessary evidence of product's defect. My evidence at the beginning was enough to eliminate other possibilities but they always failed to understand, which is back to the point 1. Also, I need to use my own equipment (2 computers) to demonstrate the problem, technicians never help me in the process. I feel that I am more like a technician rather than a customer.
5. No quality control on refurbished monitors: As I mentioned, I have received four refurbished units and they are all DOA in the sense of photo editing. Some of them have physical damage. I am glad that my job allows me to work at home so that I can receive package from DELL everyday.
6. Customer care never actively contact me: They might try to call me (very rare) and if I did not answer the call, that's it. No call, no email, nothing.
7. Customer service is located in mainland China: They cannot access my evidence uploaded to OneDrive due to the possible blockage by China's ISP.

Detail of my service record:
Below is SN/ST of all monitors I have owned. Sorted by date.
1.XXXXXXXXXXXXXXXXXXX
2.XXXXXXX
3.XXXXXXX
4.XXXXXXX
5.XXXXXXX (Current one)
Photos to proof that I owned them
xxx


History of problems:
1.CNONTMTN7444559S053L:
button no respond, noise appeared after changing resolution.
xxx

2.3YVVS62:
screen burn-in.
xxx

3.9RLYS62:
dust at the center.
xxx

4.HPTYS62:
serious color shift at all corners.
xxx

5.60Q0T62:
non-uniform brightness and color reproduction(yellowish screen)
xxx

For security reason, links above will expire after 30 days.

This story has been posted in a technology forum in Hong Kong. All members there expressed their concern about DELL's customer service quality and hold from buying DELL's products. They all look forward to see a responsible action taken by DELL. Please show us that DELL, as a world leading company, is able to provide a proper customer service as claimed.

Sincerely,
XXXXXX

為免自爆,敏感資訊我del左,請見諒
紅字位信入面都係紅左,因為我覺得真係好嚴重


各位有福了!快買花生吧!

更新:
陳經理打黎表示調貨黎香港比全新貨我
以及以下為佢嘅回信:
Mr XXXXXX,
Good day.

I am contacting you on behalf of DELL Executive office regarding the recent email that you have sent to us. Allow me to sincerely apologize for any difficulties you may have encountered in attempting to resolve your concerns. Dell strives to provide an efficient fist-time resolution for every contact. While I realize that only our future interactions can restore your confidence in us completely. I want to assure you that DELL always aims to provide customers with a satisfying and enjoyable purchase experience.

I have shared your feedback with our senior leadership team internally regarding the lack of response from DELL overall. We will ensure this is being addressed as coaching and development opportunities for our team members. For the specific issue

thank you for your patience in this matter. I truly regret any inconvenience or frustration you may have been caused. We value you as our customer. and your satisfaction is very important to us. If you have any further questions or concerns. please feel free to contact me via mail directly.

Per our conversation today. as you requested and for good customer experience,we will offer another replacement with brand new monitor for you specially.be notice.and please provide the current monitor serial NO to me too.

Thank you for choosing DELL. INC.


Best Regards.
Dick Chen

CCC Resolution Manager
Dell EMC | Global Support and Deployment
Office: +86 0592 8180542  Ext:8880542

結果得最大粒嘅[email protected]寄到出去
其他全部report error

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This endless-replacement from your company's slogan - The power to do nothing. I feel definitely lost my confidence to DELL branded , even products and customer services.  

DELL Logo

image001.png
2017-3-6 00:04
.
期望有好消息啦!

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do you notice you wrote you ordered the monitor in November 2016, and requested support 1 year later.....which would be November 2017.

It is only March of 2017 now.....

I'm just saying....you don't want to waste all your effort of writing all that content and have them ignore you because of a simple typo......

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EPC$10. 頂多只有官式回覆. 扔你番去

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支援LZ要係時候插下佢地香港DELL既垃圾政策

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係DELL我就退錢俾你算

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咁長Michael dell 睇唔睇架?

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本帖最後由 PheniX01 於 2017-3-6 02:42 編輯
do you notice you wrote you ordered the monitor in November 2016, and requested support 1 year later ...
virtex 發表於 2017-3-6 00:22



OMG!應該係November 2015!!!!!

其實無所謂,肯定有專人管理佢信箱,佢地redirect返我封email去正確部門就得
本來就只係用黎get attention

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咁長Michael dell 睇唔睇架?
diotong 發表於 2017-3-6 02:01



肯定唔睇,佢會唔會打開個信箱都成疑
睇嘅係管理佢信箱嘅團隊

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