A few post down, a gentleman named Brad responded to my rant about Dell’s customer support and the problems I am experiencing with my wife’s Dell Inspiron 6000. It turns out that Brad is an “Online Community Outreach Liaison” with Dell.
A few days ago I sent Brad an email, but he never received it (I think it went to a generic email account). However, Brad showed some initiative and found my gmail account, contacted me, requesting that I email him some info if I still needed some help. A short while ago we spoke on the phone for a few minutes, and Brad setup a request to have onsite technical support replace the screen (maybe as soon as tomorrow or Friday). Apparently the laptop is under warranty until December 2007, which came as a nice surprise. I told Brad that I never order extended warranties; either Brad is doing me a great favor, or there was some type of deal at the time I ordered the laptop.
I wanted to make sure that I gave credit where credit is due. While I am extremely frustrated with Dell’s support getting my battery replaced (that was an adventure), and I am upset with the screen going belly up so soon, I am grateful for Brad’s help.
Dell is making a positive step forward if they are hiring folks like Brad to actively search blogs such as this one looking for customer complaints. It is one thing to look for complaints, but to actually contact customers is quality support.
I will post another update in the next few days after the screen is replaced.
