I bought my Venue pro last week and got it on Wednesday. On Friday, I saw a deal on Venue Pro's for 3months live time, 3 months of zune pass, and 8000 live points for free when you buy a DVP. I have been trying since that day to get Dell to give me that free package and save me the hassle of having to return and buy the phone again. Finally today I have spent 3 and a half hours on the phone , still on the phone, with Dell Support and their only solution is to return and repurchase. This already seems stupid because it should just be a simple transaction on the computer stating i want to return and use the credit to buy the same phone. I do it all the time at work. However, Dell Support is saying it cant be done and that I have to do it there way which takes 15-30 business days to process the phone after it has been received at which point I may or may not receive the package depending on if its still available. This seems completely retarded to me seeing at 15-30 business days translates to 3-6 weeks by which time I'm pretty sure the deal will be gone.
So, to all the people who have a venue pro which falls under the return policy still I ask that you call Dell demand that you be given this package with out this nonsense that they are saying to go through. The package is definitely worth imo its got a regular value of about $160. By the amount of posts about issues with the DVP I think we deserve this package, all of us not just those within the return policy, for having still bought the DVP or having stuck with it.
Also, any help would be appreciated in regards with who to talk to at dell that you may know or what department may be of better help.
Currently I have been told that my call would always be transferred to Dell Mobility even though they only handle technical issues. I have spoken with the supervisor, Robert, he has told me he will send out emails and see if anybody knows another way to do it. ( Don't know if he will really send out an email though) The number for Mobility support is 1-800-308-3355. You might as well ask for Robert right off the bat since the people who work in that call center continuously defer to him when asked this question. (I know because I was transferred there about 3 times and also transferred to other departments before speak to him myself).
I would suggest expressing how disappointing it is that dell requires that and that you cant believe that somebody would require that much just so you can get a code from a offer which may not even be around anymore because it takes 3-6 weeks to process a phone once they receive it.
Post how it works out for you if you do decide to do this and I will also continually update this.
You are seeing another facet of the atrocious experience of owning the dell venue pro. Do yourself a favour and return it now for a refund, in a few months time far better devices will be available which will allow you to actually enjoy what you've bought. Continuing to give dell sales of this POS is what is giving them the balls to continue to sell faulty devices.
I actually like the phone a lot just wish somebody besides Dell had made it. It could still be alright if Microsoft takes control and tells Dell to fix this ****.
Sent from my Venue Pro using XDA Windows Phone 7 App
Kenji117 said:
I actually like the phone a lot just wish somebody besides Dell had made it. It could still be alright if Microsoft takes control and tells Dell to fix this ****.
Sent from my Venue Pro using XDA Windows Phone 7 App
Click to expand...
Click to collapse
We've been saying this since December, great phone, piss-poor support! Can you imagine 6 months using a phone that crashes on a whim? Nice as the phone is I regret buying it, more so now that I know Nokia will be making WP7 devices. I could have tolerated the HD7 till their phone was released but I fell for the good looks of the dell. But you know what they say, good looks hides an empty shell!
I can not seem to find a single tech person at Dell to reset my contract with AT&T. I urge all of you to not do business with such a crappy company. Spend your hard earned dollars with a company that deserves it. One thing is for sure if the Venue Pro breaks good luck on getting it replaced.
rsohne said:
I can not seem to find a single tech person at Dell to reset my contract with AT&T. I urge all of you to not do business with such a crappy company. Spend your hard earned dollars with a company that deserves it. One thing is for sure if the Venue Pro breaks good luck on getting it replaced.
Click to expand...
Click to collapse
i just spent 15 minutes on the phone with a Dell Mobility technician who quickly arranged to send me a replacement DVP because some debris/dust got behind the camera lens. no problem at all.
I have had 2 replacements so far and been sent a SD card. I was instructed to switch out the sd card even after mentioning that it would void the warranty. I later called back because i was still having issues and was told that it was impossible to switch the sd cards when i told the guy how i did it he was confused and surprised.
Having he call center in India and removing the one in texas was a terrible move by dell. I wouldnt call them technicians they have no idea what they are doing. I have had to spends upwards of an hour to get simple things done; like getting a replacement device. The more times you have to call for a replacement the longer it seems to take for them to process it and it isn't because they are reading the notes from previous calls because I have had to explain my situation several times each time I call.
@bbowman
Your call was something that is easy enough to not have to see and just say w/e here's a new device. I am waiting on a replacement device I ordered 2 weeks ago that is supposedly coming sometime this week. When I called to have changes made to the dispatch the guy said he couldn't make changes or take it down until this week, a bit stupid since I am supposed to get the device this week. I tried telling him that the device will have shipped most likely before I call but he didn't seem to understand. Dell's Mobility Support team doesn't use DVP's and I would go so far as to wager that they haven't even seen one.
I agree that Dell's customer support is no good, in specific, their call centers. However, after reaching out on Twitter I have just had two replacement devices sent out for my two DVPs and a direct e-mail address to someone within Dell's social outreach program.
I, like most of you, have been really frustrated with Dell and how it has "launched" the Venue Pro. I think many at Dell are aware of how big of a stinker it is - there was a reason Dell Mobility closed as a business entity and their president quit his job. The DVP is a beautifully designed device with excellent hardware (4 inch AMOLED screen, iphone 4 camera sensor, excellent keyboard) that has been marred by outsourced programming, development, QA and customer support. Anyone who has seen the code of the EM app or had to call for help can testify to this. It's a really sad story and if I was a journalist I'd be trying to write a huge expose on Dell and this super phone that died a slow death at the hands of poor management and outsourcing.
As big of a company as Dell is, there are still support people that want to help you and will do whatever they can to make you happy. In my case it was two brand new retail phones. All you really need to do is be polite and patient with your tweets. Try @DellCares or @AmyatDell as they have both helped me. Don't bother with calling in anymore, we all know that is a waste of time. The future of customer support is one on one interactions through mediums like Twitter and Facebook.
Arcarsenal said:
I agree that Dell's customer support is no good, in specific, their call centers. However, after reaching out on Twitter I have just had two replacement devices sent out for my two DVPs and a direct e-mail address to someone within Dell's social outreach program.
I, like most of you, have been really frustrated with Dell and how it has "launched" the Venue Pro. I think many at Dell are aware of how big of a stinker it is - there was a reason Dell Mobility closed as a business entity and their president quit his job. The DVP is a beautifully designed device with excellent hardware (4 inch AMOLED screen, iphone 4 camera sensor, excellent keyboard) that has been marred by outsourced programming, development, QA and customer support. Anyone who has seen the code of the EM app or had to call for help can testify to this. It's a really sad story and if I was a journalist I'd be trying to write a huge expose on Dell and this super phone that died a slow death at the hands of poor management and outsourcing.
As big of a company as Dell is, there are still support people that want to help you and will do whatever they can to make you happy. In my case it was two brand new retail phones. All you really need to do is be polite and patient with your tweets. Try @DellCares or @AmyatDell as they have both helped me. Don't bother with calling in anymore, we all know that is a waste of time. The future of customer support is one on one interactions through mediums like Twitter and Facebook.
Click to expand...
Click to collapse
I did...in march
Bought a second hand DVP and had some screen issues, washed out colors and blacking out, so i figured i'd give customer care a shot. While it was frustrating for many of the reasons the OP has already identified, by then end of the conversation i had a new one being shipped to my house. I was also a little curious when the CSR told me to take out the microsd, but I had him document it in the file that he had told me to do so.
Overall, I wasn't too disappointed with the customer service, but i will hold my tongue until the replacement comes in.
bbowman said:
i just spent 15 minutes on the phone with a Dell Mobility technician who quickly arranged to send me a replacement DVP because some debris/dust got behind the camera lens. no problem at all.
Click to expand...
Click to collapse
dell's consumer support does blow.. so don't call them. Make friends with someone in your IT dept and have them call the enterprise level support.
I too had similar experience as OP...
I order and pay $79.99 for my DVP on 6/14, get my DVP on 7/17 (ya, a month later). The day my DVP arrives at my house it goes on sale for .99 cents on the website. So I call Dell and plead my case respectfully for a price match, but no one cared. Finally I asked them point blank "Am I going to have to add another line to my plan, order a new DVP at the same time, then when that phone gets to my house, return my other DVP and cancel that line on my account", the rep actually said yes and that's what I did, still waiting for Dell to confirm to T-Mobile that my phone is returned but either way I am getting my 79.99 back. They did offer me $15 off if I wouldn't return it though, I told them $80 lol he laughed and said no...But I have had some terrible experiences with Dell customer service in the short time I have owned this Dell product and they are the worst, its like sprint was 4 years ago...It doesn't help that I have the hardest time understanding accents, its just dang tough for me, always has been
Got my replacement over-night shipped to Hawaii. Never seen that happen before in my life. Now to see if it works.
And to make things worse they closed the last North American call center, it's all out of india now!
Related
Because my Nexus one had a dead/stuck pixel, I called H.T.C. and requested a repair. I sent it to them, and a few days later they said that they had examined it and determined that I needed to pay for the repair. I asked them why, and they replied that it was scratched and cracked.
Well, when I sent it to them, I had an invisible shield (a full body one, mind you) on it, and there nary a blemish on the screen. I told them this, and after a few days (and a couple more telephone calls), one of their managers had a technician examine it, found that it was fine, and said that they would fix it for free.
I received it on Monday, but didn't touch it until Wednesday because I was busy at work and waiting for the new invisible shield that I had ordered. When I used it, I noticed that they had removed the invisible shield, which I expected, but they hadn't fixed the stuck pixel! (Besides this, I had returned it to them with the original box, which they didn't send back to me)
So I called them last night and requested another repair. The representative asked me if they had charged my account for the shipping, and I answered truthfully that no, they had not charged me at all. I suppose that I am fortunate that they didn't, considering the other things they did. So now I am sending my Nexus One back two weeks after I returned it to them the first time, hoping that they will fix it properly, and without any argument.
HTC never charges you for return shipping. You only have to pay to ship it to them.
I am sorry you are having these troubles!
I successfully swapped my Nexus One due to a dead pixel within 3 days! I made a call on Day one at 11pm and by Day 3 at 8 am I had my replacement phone.
uansari1 said:
HTC never charges you for return shipping. You only have to pay to ship it to them.
Click to expand...
Click to collapse
That's a bit crap, in the UK they email you a pre-paid shipping label.
I live in the U.S.A., and they sent me a prepaid shipping label. I'm just ticked off because I sent it to them, argued with them for four days, and they didn't even fix it, and two weeks later I need to send it right back. Plus it cost me another Invisible Shield.
Swap method is always better, faster, and easier. Plus, you get a new phone. Who doesn't love that?
They said that they couldn't swap it because it was too far (a few weeks) the purchase date. Maybe the person I spoke to didn't know what she was talking about. That's sort of my impression of the support division of the company, though I know I'm probably having an unrepresentative bad experience.
keet said:
They said that they couldn't swap it because it was too far (a few weeks) the purchase date. .
Click to expand...
Click to collapse
I think this is BS from HTC. I swapped my N1 after almost two months. They will put a hold on your credit card; if you can live with that the replacement is much faster than the repair.
I'll consider that if they don't fix it properly this time. I didn't want to swap it because of my engraving and the full-body invisible shield that I put on it, but if they don't fix it this time, I probably won't be willing to trust their repair department again.
I had much better customer service from Apple when I had my iPhone ..I'm getting really annoyed with HTC ...especialy with that multitouch issue..
I have a question. Did they release $28 after you got your 'repaired' phone?
bobdude5 said:
I had much better customer service from Apple when I had my iPhone ..I'm getting really annoyed with HTC ...especialy with that multitouch issue..
Click to expand...
Click to collapse
I had a dead easy time with apple and my wife's 3G and her 3GS ... you walk in with the broken phone, they demand £150 (ish) for the repair which is always your fault. They then do an estimate and if its expensive (ie > £150) they turn round and say it's BER (beyond economical repair) and offer to sell you a new one. If it's a cheap fix (ie cracked glass) they repair it and pocket the £150.
Now that is customer service!
Other issues such as the 3G problem on the iPhone where it cascades from 3G to Edge to GRPS to No Service and the only way to get it back is to either power off or switch to airplane mode and back. Took it into two phone shops and then the Apple store in London and their solution? Turn off 3G.
Although their best to date is a macbook which I hardly ever use stopped charging. Rang up and they said bring it in to the Genius Bar in 2 weeks. I did, they then said it's warranty expired yesterday (13 days after I reported the fault) and refused to touch it. Demanded to see the manager said they would do me a favour and look at it for free as it was only 1 day outside warranty. They checked the battery and it had been charged 37 times in a year. The guy said this was quite heavy use and was a years worth and I would have to buy a new battery! Queue one massive kick off in the Apple store, resulting in them begrudgingly fitted a new battery!
Or the iMac 24" ATI I bought that crashed all the time, they gave me 3 units before I read on the internet that it was a software issue. I started running XP and voila ... sorted. Apple rolled out a fix quietly without telling anyone a month or so later.
Yes Apple support rocks!
All modern companies support sucks in some cases ... get used to it. Sell a million units and if you get 99% satisfaction you will get 10000 unhappy customers. Give them a platform to shout on and voila!
I bet not everyone gets Apple support like I do, some people probably can't believe how good they are.
Anyway, enough ranting, I wish google would fix the screen calibration issue although I only need to dab the power button and unlock it to fix mine.
keet said:
They said that they couldn't swap it because it was too far (a few weeks) the purchase date. Maybe the person I spoke to didn't know what she was talking about. That's sort of my impression of the support division of the company, though I know I'm probably having an unrepresentative bad experience.
Click to expand...
Click to collapse
HAHAHAHAHAHAHA!! Having worked in multiple call centers let me be the first to tell you that it's hard to find intelligence or common sense in them. I work in a call center for AT&T right now and I do work for the Vice President and Assistant Vice President because nobody else knows what they're doing. As soon as they realized that I had common sense and knowledge of technology they took me off of the phone, gave me a raise and converted me from Contractor to Employee. I asked my Director "Why do you let the managers hire people who are so ignorant" His reply was "I'm paying them $17/hr, I don't expect them to think. We have the information and tools set in place to think for them. If I wanted them to think then I would hire people with a higher intelligence and I would pay them more. Instead, I have people like you come up with tools and other things to think for them"
So this is why I hate when people say "I called T-Mobile and they said..." because that means nothing. You can get a different answer every time because most of them don't know the answer because your questions are above their level of intelligence. Now, I'm in no way saying that every person who works in a call center is an idiot. I'm saying that a large percentage of them do not understand anything about what they're troubleshooting.
I was reading a survey in P.C. Magazine about customers' ratings of the service and product quality from companies such as Apple, Toshiba, and Hewlett-Packard. They rated things such as the frequency with which hardware was found to be faulty soon after purchase, how easy it was to have it replaced, and other such topics. Apple did rank first overall, and Toshiba ranked second. This doesn't surprise me, since I have a ten year old Toshiba Tecra 8100 that still runs fine, though I've fixed the screen hinges.
H.T.C. was not in their listing, and I had never dealt with their support before. I replaced my X51v's screen myself after having it for three years and getting some water damage (I also replaced the backup battery later), and that's working fine now. I'm kind of nervous now -- I half expect my Nexus One to come back with real scratches on the screen, or more dead pixels, or some other problem that it didn't have before. After they already accused me of damaging it last time, I sort of wonder what they might damage to do with it this time -- something worse than sending it back unfixed.
jin1207 said:
I have a question. Did they release $28 after you got your 'repaired' phone?
Click to expand...
Click to collapse
Yes, they did; they didn't charge me any money.
dumbestcrayon said:
HAHAHAHAHAHAHA!! Having worked in multiple call centers let me be the first to tell you that it's hard to find intelligence or common sense in them. I work in a call center for AT&T right now and I do work for the Vice President and Assistant Vice President because nobody else knows what they're doing. As soon as they realized that I had common sense and knowledge of technology they took me off of the phone, gave me a raise and converted me from Contractor to Employee. I asked my Director "Why do you let the managers hire people who are so ignorant" His reply was "I'm paying them $17/hr, I don't expect them to think. We have the information and tools set in place to think for them. If I wanted them to think then I would hire people with a higher intelligence and I would pay them more. Instead, I have people like you come up with tools and other things to think for them"
So this is why I hate when people say "I called T-Mobile and they said..." because that means nothing. You can get a different answer every time because most of them don't know the answer because your questions are above their level of intelligence. Now, I'm in no way saying that every person who works in a call center is an idiot. I'm saying that a large percentage of them do not understand anything about what they're troubleshooting.
Click to expand...
Click to collapse
dwl, classic!! Are you also saying any one with great talking skills can get the job as customer rep too?
keet said:
Yes, they did; they didn't charge me any money.
Click to expand...
Click to collapse
Thanks, buddy. I can let mine go to repairing.
Hope you get what you expect
I sent it back to them last Thursday, of course, and received a message on Monday saying that they had received it. Today, I received another message saying that they had completed their diagnostics, and guess what my option was? Pay for repair, just like last time! I sent a response asking why and called them, but all the morons in their customer service department could do was 'escalate' it, so I just sent a complaint to the Better Business Bureau.
bobdude5 said:
I had much better customer service from Apple when I had my iPhone ..I'm getting really annoyed with HTC ...especialy with that multitouch issue..
Click to expand...
Click to collapse
I would be careful saying anything pro apple on this forum, lol.
I have been pretty lucky with both of my htc products so far. My N1 is great and so was my G1.
keet said:
I sent it back to them last Thursday, of course, and received a message on Monday saying that they had received it. Today, I received another message saying that they had completed their diagnostics, and guess what my option was? Pay for repair, just like last time! I sent a response asking why and called them, but all the morons in their customer service department could do was 'escalate' it, so I just sent a complaint to the Better Business Bureau.
Click to expand...
Click to collapse
By chance did they answer your question? or at least tell you the results of the diagnostics and how much they charging?
Full post with links can be found on my Blog Here
Dear Michael Dell and Dell Customer Service,
I doubt any of you at Dell saw this post yesterday, but my streak took a small tumble (less than 1 foot) and the screen shattered.
Before I start getting a bunch of people writing back saying, “No manufacturer covers accidental damage, etc, etc, etc…”
I worked in retail for nearly 5 years I am well aware that manufacturers and companies as a whole generally do NOT cover accidental damage with their standard warranty.
That being said quite a few of the memebers at the StreakSmart Forums have spoken up and said that all it took was a quick call to Dell explaining the situation and they shipped you a BRAND NEW Dell Streak no questions asked. This raised my spirits until I actually made my call to Dell Mobility Tech Support (800-308-3355 & 800-624-9896).
After being placed on hold while they “pulled up my information” I was informed since this is physical damage to the screen it will have to go to the Out-of-Warranty department. Okay I thought this is different from what everyone has been telling me.
Just over an hour passed when I heard from Arvind in the Out-Of-Warranty department. He informed me that since this was considered physical damage it voids the warranty and they can not just replace it. Instead they can offer me a new unit at the reduced price of $249.99. I balked at this price tag and told Arvind I could walk down the street to Best Buy and get it for $99 after renewing my contract with AT&T so I’m going to have to think about it.
After getting off the phone I returned to the forums to update my post and see what people thought I should do.
While waiting for some input from others, I decided to take to Google and see what else I could find on people having their streak screens shatter and the resolutions to their situations.
That lead me to this thread over on XDA. While reading through I found these posts:
—–
I called Dell tech support and they forwarded me to Dell mobility who indicated that Dell will replace the cracked screen with a FREE once in a lifetime replacement. Further they paid all the shipping for the cross-shipment.
Two days later I had my replacement unit in my office, and on Monday I will send them back my broken one. I used the Dell PC Suite to back and restore all my data and I am happy as a clam.
Needless to say, I didn’t even take the new item out of the box until I had bought my new Otterbox!
Dell Rocks! (On this one at least.) Nice customer service experience guys.
—–
It sounds like Dell will send you one new phone. I told them my screen cracked. I was asked if I dropped it and said yes. It also sounds like the replacement phone will still have 1.6 and will be locked. I was also told that all the phones will be updated by the end of Dec. My screen wasn’t that bad, I wonder if I should have waited. All and all I am pertty happy.
—–
I cracked my screen and took it to carphone warehouse. They quoted me £39 to repair it and sent it off but when I went to pick it up they just gave me brand new one.
—–
After researching broken screens, I was fearing the worst, but I am in the phone with Dell and they are replacing my phone at no charge, no questions asked. Even asked me if I knew what to expect about the 2.2 update. No complaints about customer service from me.
—–
So i phone dell, i spoke with Laura in the tech support center. She is shipping me a new phone! She told me all it will cost me is a smile! This has completely changed my opinion of dell, and sure they may be kinda ****ting the bed with the 2.2 roll out, but with customer service like this, i have no issues waiting for my update!!!
2-3 business days to arrive, prepaid label back to them, and you can bet your ass im going to buy me an otterbox now…
Good luck to anyone else!
—–
Thank you! Just phoned Dell Mobility (UK 0844 444 3244) and the guy I spoke to (In US) said as the Streak is new they don’t have a service in place for us to order repairs so they will do it for free even if accidental!! They do have the facility in place for fixing the phones, but we cannot pay them as yet when it’s our fault.
Love you Dell and yes, I am getting a screen protector and carry case too!
Since putting a sticky-tape on the screen to avoid cut fingers, I have realised that capacitive screens are much better than resistive when it comes to screen protectors. I could still use the phone with no problems even through the sticky tape!
Hopefully everything goes according to plan and I was able to encourage someone to check with Dell too – and good luck.
Best wishes!!
PS Thank you Dell!
—–
As you can see there are quite a few different people that had their devices exchanged without incident for cracked screens, and this is only from one forum post. Similar situations can be found on other forums including Streaksmart.com.
Now normally I would not take issue with Dell not taking back the device since it is damaged. However the lack of consistency in handling these similar situations is what erks me.
I called out Lionel Menchaca over on @dellcares on twitter about these inconsistencies:
@dellcares I get the no AD cov. thing i worked retail for years however how do you xplain numerous ppl getting xchanges 4 cracked screens?
@dellcares specifically several ppl on @xda noted here http://ht.ly/3Kark and on streaksmart….
And was given this “explanation”:
@dzerveviktory Hi Brett, Sorry for any disappointment, Each exchange is decided on a case by case basis through the mobility queue. Thx, LM
So what it boils down to is that Dell arbitrarily decides whose devices will be replaced. Each and every one of the forum posts that I have listed above had the EXACT same situation as me. Their devices had a small drop and the screen shattered. Their devices get replaced no questions asked but my claim is denied.
Can someone explain the logic in this?
I can be reached via the following information:
**Removed due to forum restrictions**
___________
Just received this email from Dell's "Executive Team". Aside from the obvious break in copy and paste skills this is crap...
Mr. Kaminski,
I was truly sorry to read about the accident that resulted in damage to your Streak screen. Dell customers have had their systems stolen, vandalized, flooded, struck by lightning, dropped, and otherwise damaged or compromised in a variety of ways. While Dell realizes that these situations are often accidental and beyond the customer's control, they are also beyond Dell's c
Dell customers have had their systems stolen, vandalized, flooded, struck by lightning, dropped, and otherwise damaged or compromised in a variety of ways. While Dell realizes that these situations are often accidental and beyond the customer's control, they are also beyond Dell's control. As a result, and in fairness to all our customers, I am unable to honor your request for a warranty replacement of this component. Please understand that while I appreciate your situation, I must respectfully deny your request for warranty replacement.
http://en.community.dell.com/support-forums/mobile-devices/f/3824/t/19353929.aspx
If you wish to further discuss your situation, please contact the Dell Mobile Devices at 1-800-308-3355 (US) or 0844 444 3244 (UK)
Donna Moore
Executive Support
Dell
ofc 1. 800.624.9897 Ex 72-62272
fax 512.283.8673
Also it depends which country you are in.
Sent from my Dell Streak using XDA App
stoney73 said:
You answered yourself, like you said 'once in a lifetime ' replacement. Obviously once doesn't extend to 'twice'.
Saying. That, I hope you get a positive outcome.
Sent from my Dell Streak using XDA App
Click to expand...
Click to collapse
Yeah, I understood that to mean once in the devices lifetime..
Thanks
did you actually get a BRAND NEW one or a refurbished one?
That sucks man, I don't know what to say. Maybe they were repairing the screens under warranty and then decided not to do it anymore and these are the excuses they're giving you?
Have you tried calling back to get a different rep and see what they said? might be too late for that now if they put a note on your account. Or you could try to call donna, she have you her #
Foxhoundep3 said:
did you actually get a BRAND NEW one or a refurbished one?
Click to expand...
Click to collapse
Umm he never got one, that's the point of this post. They've fixed others screens for free buy they won't his.
Sent from my Dell Streak using XDA App
if an open letter is written to dell for EVERYTHING, none of them are going to be listened to. you dropped it, you ****ed up, deal with it. yes it shouldn't have broken, but that's life, live and learn.
paincorp said:
if an open letter is written to dell for EVERYTHING, none of them are going to be listened to. you dropped it, you ****ed up, deal with it. yes it shouldn't have broken, but that's life, live and learn.
Click to expand...
Click to collapse
Hrmm... You admit that it shouldn't have broken, but say he should live and learn? Seems a little bass ackwards. If it should not have broken this should be a non-issue, dell should be stumbling over themselves to apologize and fix it. Customer first and all that BS?
fone_fanatic said:
That sucks man, I don't know what to say. Maybe they were repairing the screens under warranty and then decided not to do it anymore and these are the excuses they're giving you?
Have you tried calling back to get a different rep and see what they said? might be too late for that now if they put a note on your account. Or you could try to call donna, she have you her #
Umm he never got one, that's the point of this post. They've fixed others screens for free buy they won't his.
Sent from my Dell Streak using XDA App
Click to expand...
Click to collapse
sorry i got confused and misread the thread, not sure if they are going to listen to you as you said you dropped it, for future references just say that you took it out of your pocket and the screen was shattered
As i said in my thread, i called Dell mobility and asked them why some users got their streaks replaced and i didn't. I was told that they just recently got an out-of-warranty repair option, and that they had a policy before to replace streaks even though they wasn't covered by warranty. Now they have a new policy; not to replace anything not covered by warranty. I got called back by the out-of-warranty repair center (or something), and they told me it would cost me 309 GBP to replace the screen.
Sucks for you OP, and it sucks for me. Dell doesn't need to care anymore now that they have an alternative, and i don't think they do.
US Service Tag
Hello Everyone. I am in this same boat in that my very first Streak took a small drop and only shattered the glass...Dell has replaced other streaks that users admit to dell that they dropped. I call every two week and since Oct, they have not agreed to replace. I was wondering if anyone would mind sharing the Service Tag # of the Streak that they got a replacment for so I can pinpoint to DellCares that their replacment policy is completely arbitrary.
I need to make sure that they replaced your Streak, after you told them that you indeed dropped it.
Just so everyone knows, I am not looking for a hand out as I do admit that I dropped my phone and the glass broke. I want to pay them to repair it....Well, they wont repair and wont replace. I just want to do what is fair and pay Dell to replace the glass on my phone. Since they dont offer this solution, I asked if I can give them $100.00, the broken Streak for a new or refurb Streak just so I can have a phone that I can use...They say no...
THanks to anyone willing to share the Service Tag # with me so I to can either pay for a replacement or on Dell's good faith, have them give me a new or referb at no cost.
Thanks so much for reading and helping me with my rant and problem.
Sincerely,
CP
Despite the fact that several of us have been in contact with Dell for months about the freezing problem we have been all but ignored. Yet for some reason Dell decides to respond to this user directly and offer him a solution, while the rest of us have to deal with daily crashes. http://en.community.dell.com/support-forums/mobile-devices/f/3824/t/19374737.aspx. This is just another FU from Dell to those who were conned into buying a broken device.
efjay said:
Despite the fact that several of us have been in contact with Dell for months about the freezing problem we have been all but ignored. Yet for some reason Dell decides to respond to this user directly and offer him a solution, while the rest of us have to deal with daily crashes. http://en.community.dell.com/support-forums/mobile-devices/f/3824/t/19374737.aspx. This is just another FU from Dell to those who were conned into buying a broken device.
Click to expand...
Click to collapse
Yep.. he's right. Apparently it is Russian Roullette over who gets the special treatment by their team to make sure they get 1 of the 10 working units.
To make matters worse, when I pointed out to their support team over the phone, that swapping the memory cards has fixed the great majority of people's problems, they threatened to cancel my warranty even though I had not done it. I was also told that it was being noted on my account that I did mention the tactic.
So this guy gets to swap his card, and gets special treatment all the while keeping his warranty, but I even mention it and get threatened with the warranty ban-hammer? This is complete crap, the way they are running this dog-and-pony show.
Everyone that still (and that is most of us) has a non-working unit and/or has swapped their card out, needs to go to this post and lay into these idiots. Everyone should be allowed to swap the cards if they are making an acception for this one guy. It's everyone or no-one. This isn't "I like you, you get to swap your card" ---- "nope, not you, I don't like your user name". This is complete being run like the mob.
I am in total support of the outcry and fully understand everyones frustrations. I have had 6 phones all 16gig and all would lock up over any and all wifi connections within munutes. This last one has been decent until T-Mobile upgraded the network in my area to 3G. After the update to 3G I have had a horrible experience with this phone. I reset my device 7 times in a 30 minute span trying to access a webpage the other day. I have been on the phone with Dell Mobility every single day with only one or two exceptions since the start of April. Every call was the same thing... wait until the 18th.
Every customer service rep I spoke to would openly suggest that the update would be pushed to all devices on or by the 18th of the month. I was so fed up on the 16th with freezing issues that I called at 2 in the morning and was told if I didn't receive the update by the 18th to call again. Well the day came and went and I called back around 10 pm that night and was told to wait again. I was however told that I would receive a call back about the SD card and warranty voiding question that I had been bugging them about. They never called.
I called the next day and was specifically told that Dell Mobility reps do not have the authorization to refund or replace my device. They suggested I "escalate" to Dell Support by filing a claim online. I called Dell support and was transfered to another part of Dell Support with a message kindly stating that they were currently closed. I called back and was told to call when a supervisor would be available. I told the rep that if there is nothing that they can do why have I been given the run around for the past 4 months. I called them a few things and got the rep to push through an email to his supervisor and asked what time he would be back in the office. I called and spoke with his supervisor the next day and was told that I he would have to push it to his supervisor and he would call the next morning between 10 and noon my time. He actually called back yesterday and said that I would be receiving a new phone with the update preinstalled. Not keeping my hopes up too high but atleast he supposedly has done something although I have yet to receive an email notification about the replacement.
I am sorry for the rant above but it has been so frustrating dealing with this device lately. This device has such high potential but there has been nothing done to help resolve the issues. I can't blame Dell Mobility because they have generally been pretty good to deal with. I am sure they are just as frustrated dealing with us as we are dealing with them. I just wish they would stop leading us on. If they can't fully resolve the issues then either let the user fix them and honor the warranty with regards to separate issues or do a recall and offer refunds to customers who want them. So much potential, so little patience.
Hopefully more bad publicity for Dell will make them get their act together: http://wmpoweruser.com/dell-venue-pro-owners-still-complaining-about-bugs-unfair-treatment/
Saw that article, glad the issue is still making the news. I don't cross my fingers for any resolution though. With the poor customer service, terrible camera and all around terrible process of actually getting a working phone I've sworn off ever buying a Dell mobility product ever again. If I wasn't developing for WP7 right now, I'd have sold off the device long before now.
Very much looking forward to the next gen of Nokia WP7 phones, and moving on to a proper Smartphone made by people who actually know what they are doing in the mobile business.
It is good that the issues are still being brought up in the media but a small specialty news source will not bring enough bad press to get any action from Dell considering how long they have ignored it for. I will probably jump ship to the next T-Mobile compatible hardware from Nokia if it is a high end device from them. A low end set wouldn't be worth the extra investment though. Actually any high end set from the other manufactures would have me interested. Hopefully the next replacement will actually be stable over a 3G connection. I have given up on WiFi stability.
I made a deal with TMO and got a G2X for a cool over-subsidized price. Still WP7 is my primary device and OS. G2X will be my backup in places where DVP sucks. Interestingly, my G2X holds to 4G with 3 bars inside my house, while the DVP swings between Edge and 3G with bars fluctuating. OS wise i prefer WP7.
jessej said:
It is good that the issues are still being brought up in the media but a small specialty news source will not bring enough bad press to get any action from Dell considering how long they have ignored it for. I will probably jump ship to the next T-Mobile compatible hardware from Nokia if it is a high end device from them. A low end set wouldn't be worth the extra investment though. Actually any high end set from the other manufactures would have me interested. Hopefully the next replacement will actually be stable over a 3G connection. I have given up on WiFi stability.
Click to expand...
Click to collapse
Even a "low end" Nokia will be better than the Dell. Nokia is known for their solid radios, good cameras and high quality hardware. Lets not forget how the dvp top and bottom halves dont line up exactly. Its this kind of shoddy workmanship using the cheapest chinese labour that will be a distant nightmare with practically any other OEM, but a Nokia, with so much riding on it for them would likely be like paradise compared to the dell.
So I ordered a DVP on 6/12 with estimated delivery of 6/16. My order has now been delayed until 7/18 and I am on the phone with dell as we speak trying to find out why. Anyone else order a DVP recently and if so whats your estimated delivery??
7/18 sounds about the time we are estimating the new firmware to release so rather than send you a phone with the current firmware they are probably holding orders until they are ready to ship out with the new one. It is estimated that at the latest it will take a month to release the new firmware but that is at the latest and thus your order could be bumped up to a sooner date. It wont be this week and probably not next but, it's probably for the best as this way you wont have a phone that crashes multiple times a day. You may want it now but it will most likely take longer to roll out the update over the air to phones and thus those of us who already have our phones will most likely end up waiting longer to update than it will take for you to get your new phone.
Gratz on getting a DVP though and I hope you have a much better experience with it than most of the people on these forums.
Yup that's probably what they are doing. Instead of sending u a faulty unit. They will send u a unit that actually work like its intended to. They probably gave u some lame excuse why u havent received it yet. That really hinders a business when they have faulty equipment like such
Sent from my Venue Pro using XDA Windows Phone 7 App
Well whatever their reason Im F****** now because I sold my phone after they said my phone would be here in a week... I just cancelled my order, I cant even begin to tell you how hard of a process that was to do...
I have had that issue with dell also. I was trying to get the Microsoft deal and they said I would have to physically return the phone and repurchase it with it taking 20-30 business days to process that it had been returned and was in good condition. After which I could purchase a new DVP and wait some more. I told them I had no other cellphone I could use during that whole process and they told me to just buy a second DVP and that they would refund the money afterward. As if I would trust Dell to give me that money back when they couldn't do a simple return over the phone.
Point being Dell CS really sucks and I never plan to buy another Dell product no matter how amazing the form factor is.
Something the few testers of the new FW should tell their Dell contacts would be to step up their Customer Service. Start small maybe i.e. know the extensions to the department your routing a call to. I was stuck in Limbo for 2-3hrs.
I purchased my Galaxy 2 7" Tab right before Memorial Day. It worked perfectly for the first 35 days. Then it would just die and the only way to revive it was to plug it in, wait 5 minutes, unplug it, then hold the power button for 60 seconds. It would come back to life but the first time the screen turned off it would not come on and the above procedure had to be performed again.
I emailed Amazon and was pretty much told "Talk to the Manufacturer" OK, fair enough. Despite the fact that my family spends thousands per year at Amazon, I understand. Samsung phone support asked me for a detailed description of the problem. I stated exactly what I had to do to get the device to work. They assured me it would be noted and sent me a return shipping label. About 2 weeks later I get an email that says my device was repaired. The issue was noted as "Dead (Intermittently)" and that was it. The repair...."S/W Upgrade (External Factor)". I thought, WTF, no way that was software.
The device was returned today with numerous scratches and what look like pry marks on the rear cover. The device was PERFECT when sent in. So I fire it up and the screen shuts off and the device is doing the EXACT same thing it did before I sent it in. I called Samsung back and kept getting put on hold and was eventually told I had to send it back yet again. I asked why as obviously they did nothing to fix it the first time. They said that if it comes back again with the same issue I *might* be able to get a new device. I also asked why my device was cosmetically damaged and as you can expect, the CSR gave me some BS about how careful they are. Really? They pried my back off, scratched it, nicked it, and that is what they call being careful? To top it all off, it was shoved into a box with absolutely no packing material and was banging around in the box. Even if they do actually repair it, what are the odds it makes it back again without being damaged further?
All in all I'm very frustrated with Samsung support. I understand electronic devices fail, but they should actually be able to fix the device on the first return. Especially when the problem is so obvious. It's like they don't even care. I will certainly think twice before buying another Samsung product.
I certainly can sympathize but you know they all pretty much are the same. I've had similar experiences with HP, Dell, Toshiba, and Sony over the years and that's just with electronics. My latest was with a IKEA desk I purchased which showed up damaged sent back just so they could send me another damaged one. We can only blame ourselves and parents who passed on buying products and services from reputable companies to buy from the low price companies. Its become so standard practice that they all pretty much operate this way now. Costs too much too care and we the customer don't buy from companies who care. Plus its all about the shareholders.
With that being said. Thank you for sharing your story. It just may make a difference when I purchase my next device. Damn, who am I kidding. It will make a difference. I don't want to deal with companies like that.
You're right. I usually buy my electronics from Best Buy. I have always had great customer service, especially when I get Best Buy Corporate involved. I purchased 2 Asus Prime tablets at Christmas last year. One for me and one for my son. The GPS never worked but we kept waiting for the magic firmware fix that never came. WiFi was also weak. I sent an email to Best Buy Corporate and within hours I had someone call me, called my local store, and allowed me to exchange both for the TF700's. Some 8+ months after purchase. I buy a lot of stuff at Amazon but not typically electronics. I made the mistake of purchasing this at Amazon as I had a gift card I wanted to use. They have great prices but come day 31, forget about returning it for an exchange let alone 8 months later. I did send an email to Samsung NA headquarters so maybe they will make sure it is fixed or replaced the second time around. One can always hope...
Mike02z said:
You're right. I usually buy my electronics from Best Buy. I have always had great customer service, especially when I get Best Buy Corporate involved. I purchased 2 Asus Prime tablets at Christmas last year. One for me and one for my son. The GPS never worked but we kept waiting for the magic firmware fix that never came. WiFi was also weak. I sent an email to Best Buy Corporate and within hours I had someone call me, called my local store, and allowed me to exchange both for the TF700's. Some 8+ months after purchase. I buy a lot of stuff at Amazon but not typically electronics. I made the mistake of purchasing this at Amazon as I had a gift card I wanted to use. They have great prices but come day 31, forget about returning it for an exchange let alone 8 months later. I did send an email to Samsung NA headquarters so maybe they will make sure it is fixed or replaced the second time around. One can always hope...
Click to expand...
Click to collapse
I should email best buy and raise hell about my tab. Maybe I could get a new one or allowed to upgrade to a 10.
Thanks for sharing. I love my three Samsung devices and I'm upset for you. They should treat us, the customer a lot better. I've spent a lot of money on my toys. We all have. Assholes.
I refuse to buy something like this online. I use the power of the receipt to its full potential.
OK, so as is my usual practice when I am unhappy with service a company is providing, I did some research and found the email address of the CEO/President of Samsung NA and sent a nice email. I did that last night and got a call from the office of the President of Samsung NA this morning. The nice woman reviewed my case and within 3 minutes said "We will replace your unit with a brand new unit". She asked if I had already sent my old unit back for repair. I told her it went out this morning. She said the day it is received I will get a new, unopened P3113 shipped via overnight to my home. She apologized multiple times. She then sent me an email with all her contact information and told me to contact her if I have any further issues or questions. As I have discovered, it's all about getting to the right level of support.
While I am still unhappy that Samsung was unable to fix my device the first time, and did cosmetic damage, I'm extremely happy with the way this was handled in the end. Samsung will keep my business in the future.:good:
That's awesome! I'm happy for ya bud. It also makes me feel good that they stood behind their product and took care of the most important person. The customer. Kudos for you as well for taking the time to do this right. Sometimes I forget we the customer have to make the effort to handle these kinds of issues correctly.
Mike02z said:
OK, so as is my usual practice when I am unhappy with service a company is providing, I did some research and found the email address of the CEO/President of Samsung NA and sent a nice email. I did that last night and got a call from the office of the President of Samsung NA this morning. The nice woman reviewed my case and within 3 minutes said "We will replace your unit with a brand new unit". She asked if I had already sent my old unit back for repair. I told her it went out this morning. She said the day it is received I will get a new, unopened P3113 shipped via overnight to my home. She apologized multiple times. She then sent me an email with all her contact information and told me to contact her if I have any further issues or questions. As I have discovered, it's all about getting to the right level of support.
While I am still unhappy that Samsung was unable to fix my device the first time, and did cosmetic damage, I'm extremely happy with the way this was handled in the end. Samsung will keep my business in the future.:good:
Click to expand...
Click to collapse
Gotta note also that first device was just plain bad luck.
Sent either from my p113 (gtab 2 7.0) or i997 (Infuse)
Ryanscool said:
Gotta note also that first device was just plain bad luck.
Sent either from my p113 (gtab 2 7.0) or i997 (Infuse)
Click to expand...
Click to collapse
Yup, I realize this happens. I suspect if I had not gone this route the device would have come back still broken and they would have probably made good anyway. I just saved a step or 2. I've been fairly lucky overall with electronic devices.
I just wanted to follow up on this. I did receive a new unopened Galaxy Tab 2 via UPS on Monday 8/27. The outer box was destroyed and the inner box was damaged but the device was perfect. I have been using it heavily all week and it has been performing well. While not the best service experience, at least Samsung made it right with a single email to the right place.
My advice to anyone experiencing poor customer service, with any large purchase, is to do a little searching and find the corporate directory and with any luck you can find the CEO/President's email address. These addresses are typically monitored by high level CSR's that can do things other CSR's cannot do. I have used this trick multiple times with multiple vendors and it has always gotten me great service. A well written email can do wonders. Good luck!
Glad it worked out well in the end Mike and thanks for the "tips" hopefully i will never need to use them.
:good:
Kudos to you Mike ! If we all do like you did standard of Customer Care will get raised to great heights.
Would you like to share your email so it might serve as a template/sample for others ?
Thanks !
Sure, in fact I will share both the email I sent to Samsung and the email sent to Best Buy about the Prime TF201.
Samsung:
Sent to Samsung NA CEO and President. IT was someone from the president's staff who called me the day after this was sent.
Hello Yangkyu-san,
My name is Michael SXXXXXXX and I have been a long time Samsung Customer. I have 4 Samsung HD TV’s, a Samsung Galaxy Nexus and a Samsung Galaxy 2 7” tablet along with multiple other Samsung products. I’m writing to you as I’m very frustrated with the service I have received on my defective Galaxy 2 7” tablet. The device was purchased at the end of May from Amazon. Right after my return period expired, I started having problems with the device. It would just die and the only way to restart it was to plug the cable in, unplug it and hold the power button for 60 seconds. I called Samsung and they took all my information and said I needed to send the unit in for repair. I clearly explained the symptoms in detail and the CSR said he made all those notes in my repair order.
After 10 days, I received an email stating that my unit was repaired. The Issue summary was simply “DEAD Intermittently” and the fix was “S/W Upgrade (External Factor)” The Service ticket number is 4115XXXXX. The unit was returned today and within 5 minutes was exhibiting the exact same behavior. I again called Samsung service and was told I needed to return my unit yet again. The new ticket number is 411XXXXX.
I am very frustrated that despite sending this unit in for repair once, I need to send it in yet again and be without my device for another 2 weeks. I understand electronics break but what I don’t understand is why I need to return it again after sending in for repair once. I asked if I could just get a new device since it appears to me that the repair center is unable to repair it. I was told that if it comes back again unrepaired, I *may* qualify for a new unit.
I use this device for work and cannot afford to continue to be without it. Now I must wait another 2 weeks before my unit comes back hoping it is repaired properly this time and if still broken then I may be able to get a replacement? Adding additional time to my wait for a fully functional device. I honestly expected much better from Samsung support. It should also be noted that my device was in perfect cosmetic condition when sent in. When returned there are scratches on the back and what looks like pry marks on the back cover. I did not expect to have my device damaged cosmetically along with it not being repaired properly.
Please let me know if there is anything Samsung can do for me. I am returning the Tablet tomorrow, again leaving me without a major work tool for yet another 2 weeks and hoping it is actually repaired and not damaged further. Thank you for your attention in this matter.
A lifelong Samsung customer,
-Michael SXXXXX
[email protected]
[email protected]
215-xxx-xxxx
I received a call the next day and a follow-up email is below:
Mr. SXXXX,
As per our phone conversation, my contact information is below.
Thanks,
Heather XXXXX
NAHQ CSD VOC
Samsung Electronics America, Inc.
85 Challenger Road, 7th Fl
Ridgefield Park, NJ 07660
[email protected]
O: 201-373-XXXX | M: 973-590-XXXX | F: 201-329-XXXX
Office of the President: 1-888-480-XXXX
Below is the email I sent to the CEO of Best Buy regarding my defective Prime tablets:
Dear Mr. Mikan,
I’m sorry to bother you but I feel I have to report issues I’m having with products purchased at Best Buy back in December of 2011.
I purchased 2 Asus Prime tablets for Christmas. One for my son and one for myself. We have had nothing but issues with these tablets. The GPS does not work on either tablet at all. Even after getting the free GPS dongle we cannot get GPS to function. We also have horrible WiFi. I spent hundreds of dollars to upgrade my wireless thinking that would help the WiFi issues. That did not help.
Recently, I started reading where many people are having the exact same issue that I am having. I understand these are design defects in the Asus Prime TF201 and cannot be fixed. Many have returned their ASUS prime tablets in exchange for the newer TF700 table at Best Buy. Even those having their Prime’s longer than I have had success. I tried to do this but was basically laughed at and told “No way”.
I have been a loyal Best Buy customer for years and spend several thousand dollars per year at Best Buy stores and at Best Buy online. I’m just asking to be allowed to return by 2 defective TF201 tablets and get full crdit towards 2 new TF700 tablets. My understanding is the design flaws of the TF201 were fixed in the TF700. Below are my 2 order numbers. Anything you can do to assist a long time customer would be greatly appreciated.
BBY01-4355XXXXXXXX
BBY01-4322XXXXXXXX
Regards,
Michael SXXXXX
215-XXX-XXXX
[email protected]
On this request, I received a call about an hour after I sent it and the woman I spoke to asked which store I wanted to return my items to. Since it was after hours, she promised to call my local store and "see what she could do". The next day at 11:00 AM she returned my call, gave me the managers names and told me to take my 2 Prime's and dock in for full credit towards 2 new TF700's and the TF700 dock. I was in and out of the store in 10 minutes.
You have set a good example.
May be you could also guide us on how to find these "Premier" e-mail ids as i was once trying to reach Head of LG but could not find any Contact info
Thanks again
Bon-Joon Koo is the CEO of LG. From what I can tell, the email address format lg uses is last name first initial at lge.com so I'd try [email protected]. I found this by searching for less than 5 minutes. More diligent searching may find the exact email address. If you get a rejection keep trying different combinations.
silentvisitor said:
You have set a good example.
May be you could also guide us on how to find these "Premier" e-mail ids as i was once trying to reach Head of LG but could not find any Contact info
Thanks again
Click to expand...
Click to collapse
LG was good regarding my 6 year old tv.
Basically, the power board went out, and I was unable to purchase the repair parts.
They gave me a prorated refund of 300 bucks ( would have been more I'd I had receipt) almost enough to buy a new tv.
Sent from my HTC Sensation 4G with Beats Audio using Tapatalk 2