This means war... part2

Last Friday someone from Dell called me again and left a msg that sounded like this:
"grylpg mryghph call dell hrympf grumph" - couldn't make much sense out of it...

In the meantime I've composed a very polite letter to one of the Dell's Executives - Josh Claman - who according to Dell's own site is now holding a position of Vice President / General Manager EMEI UK/Ireland.

Posting the contents of the letter below for future reference - any comments will be appreciated...

So here it goes:

Friday, 12 December 2008
Case number xxxxxxxxx

Dear Mr Claman,

I am writing to you as a last resort of what I think was the worst Customer Services experience in my 10+
years in the IT industry…

I have purchased a Dell Inspirion 1525 laptop for the personal use on April this year, laptop that I used for one purpose and one purpose only – to remotely test websites using IE (I design websites on a different platform and just wanted something to test them on).
Laptop arrived, and I have set it up and placed behind my main computer on the desk and it’s been comfortably sitting there ever since.
To connect to the laptop I used RDC (remote desktop connection) and VNC, so I rarely had to open it - mainly just to install some components and then it would go back to the usual space behind the IMac.
I never moved the laptop, put anything on the lid or dropped it, so imagine my absolute amazement when I opened it last time and discovered that the screen has cracked inside.
I have to point out that I have been working as a Team Manager for the laptop repair centre here in UK for 2 years (servicing HP/IBM/Lenovo/Motion laptops/tablets) and now for as an IT consultant for the NHS so I do have (in my humble opinion) enough experience to diagnose the fault / design flaw when I see one.
I have however, never seen a case when the screen would just crack on it’s own, but a quick search on the internet reveals that it is more than common these days ( http://tinyurl.com/6fmy9q - just shortened the link to the official Dell’s forum where that exact problem has been discussed)
Well – “how bad can it be” – I thought – I still have the warranty and if the part breaks on it’s own it’s definitely going to be covered by the warranty – it turned out that it was a very foolish though as reporting a problem to the Tech Support and getting it repaired now seems like an impossible task…well at least the latter part does.
Reporting it as a fault went pretty smooth (although I had to explain the problem four or five times) it got logged and the laptop was picked up the next day (very impressive I have to admit), few days later I have received a call from a Tech Support “specialist” who (very arrogantly) informed me that because I have caused the problem there would have to be a charge of ~£150 +VAT for the new screen.
At first I thought that he was joking as I have clearly explained to the first Tech Person, that it all happened when I opened the lid of the laptop – a task that should not cause it to break in half unless there was something wrong with the screen itself or the way it was installed inside, but then again I thought – maybe he could not see the notes in the system so I proceeded to explain once again…
…and that’s the worst part of the story…
The arrogance/ignorance of that technician was way beyond my belief – he would not even listen to me – looked like he has made up his mind already and no matter what I said to prove my point – he would not budge…and I have to say – I’ve never been treated like this in my life – something that I cannot just forget let alone get away with. He (the Tech who called me) stated that “ Dell’s manufacturing process is 100% fault free” and that screens don’t just break on it’s own – I have to admit – if I haven’t experienced it first hand I would have problems believing it too, but given enough evidence (many confirmed cases of that happening – Dell’s official forum being one of the sources) I would at least consider that my diagnosis might be wrong – he wouldn’t.
Instead he just informed me that he has the last word – and if I’d like to complain to contact Customer Relations Dept…which I did.
And there again – no sympathy at all, like I became a number one enemy of the company, just by politely asking to have the fault repaired…I’m not asking for miracles here, just to rectify the problem that should have never occurred in the first place, especially given the way that laptop was used.
“NO!!!” - I have heard again this time coming from Customer Relations Dept – “NO!!! – you’re not entitled to the free repair, because it’s the customer induced damage (CID as we used to call it back in the days) and it’s therefore not covered by the warranty…”
How on earth (I asked myself) a Customer Relations agent would know let alone distinguish a fault caused by the customer and the one caused by the strain put on the display by the lid itself (forces applied to the back of the screen when the hinge is mounted too tight) – so I asked him – and now I know that he is too a world’s class specialist on hardware and that he knows better…
So I just want to know – what are the chances, to talk to someone competent enough to listen to a customer (who might have a little bit more experience than an average Joe) – and maybe admit that for once the customer might be right.
Laptop has been returned to me 2 days ago – and of course – it hasn’t been repaired.
I do strongly feel that this should be something that given the nature of the fault – should be taken care by Dell (I do understand that these days you get what you pay for, and don’t expect miracles, but a replacement of a faulty part is the least I should expect)
I’m not a “screaming type” and I also don’t like to use epithets when talking to people.
Certainly hoping that a calm and civil approach can be used to resolve this issue without taking the matter to a Small Claims Court.
(I have omitted certain word’s and sentences that were used in the conversation between myself and Dell’s representatives that were to say the least “disturbing” – as I do understand that not everyone has to have a “great day” every day, but please, please have a look a the case number xxxxxxx and see for yourself)

I look forward to hearing from you.
Yours sincerely,


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