Agreed. I now have a two-year rule when it comes to technology. I
don't buy anything that hasn't been out at least that long- sure, some
technogeeks would cringe at my PIII processor, but it's screaming fast
compared to the last computer I owned (a celeron 233) and I don't know
a damn thing about how fast a 2.5Ghz processor is, so I can be
perfectly content with this old dog. Still runs almost every peice of
software around, and it cost me a grand total of $200.
Aut inveniam viam aut faciam
The thing that I see missing there is the snail mail to Michael Dell,
"Dear Mr. Dell,
Enclosed please find a copy of my recent correspondence with your customer
service department and a photo of my computer next to today's newspaper to
demonstrate that I do indeed have it in my possession at this time. All I
want is the WiFi card that, according to the order and the service tag, was
in the machine, but which in fact was never provided. I will call your
office on (date 7 business days after postmark of letter) to discuss this
And the transcript of the phone call, in which you talked to Mr. Dell's
secretary (in a company that size, the secretary is more in the nature of
the Executive Officer on a warship--she or he is empowered to implement
policy, including kicking ass and taking names, but not to create new
policy) in which you reiterated the situation--since you enclosed a photo,
the secretary will probably remember your letter, and in which the
secretary agreed to "look into" the matter.
And the the result, whatever it might have been, of that "looking into". In
my experience, the result is either whatever was expected with something
added to sweeten the pot or a phone call from an obviously terrified
customer service rep that will give you anything you want, possibly
including a BJ, in order to be allowed to keep their job.
That was Corporate Customer Support. Dell outsourced them for a short
while, then brought it back to the US. their large corporate customers
wouldn't put up with offshore support.
We regularly spend $5M a year with them for workstations and servers.
Okay, good point:
Lee Valley- Everyone knows this, right? Great and helpful service.
Going out of their way to help. No questions asked on returns- I have
even returned stuff after months.
Grizzly- Immediately respond to questions, sends replacements without
fuss. Dito above.
Lie-Neilsen- Personalized service : )
General International- Ignored repeated emails for seven days, then-
not only did they not apologize- they layed blame on me for not using
telephone! Would not send missing parts on brand new tool(!), They
market to home users, without adequate support. Bad all the way up...
(took it to the Pres- no personal response, just more defensive
posturing from an underling).
Milwaukee- Completely refused to honor their warranty on a brand new
tool. Was mocked on the phone by customer service (no kidding!) when
asking to speak with supervisor.
Dell - Took countless calls, e-mails, etc & 6 months to get a
rebate...Would not recomment Dell to anyone, unless you enjoy the worst
Cheaper than Dirt - Sent the wrong item, refused to make it right. Got
nothing but lip service from the person on the phone.
Grizzly - Quick delivery even after backorder warnings.
Sears - Not the finest grade of tools but they do provide service and parts
for a long time.
Jet/Powermatic - Released a very poor and inacurate manual on their model 45
jointer. BUT responded to complaint quickly and positively with promises to
update. Also provided good tech support on JET lathe speed control
problem - it worked.
Ryobi - They seem to be abandoning their customers to the aftermarket after
relatively short time. Recenly saw my planer blades go from $19 to $70. No
source but aftremarket.
Which Ryobi planer do you have? I was having trouble finding
replacement blades for my model AP12 12 inch planer, and found that
the Delta brand Cat 22-562 that I got from Lowe's fit just fine. The
only differences I have observed is that the delta blades have 3 index
holes where the factory blades had 2. All other dimensions are
exactly the same within .001 on my calipers except overall length.
the are 1 MM longer but still fit and turn cleanly
Same machine and you had the same experience I did just this week. A fellow
at HD was glad to let me open the package and stand there and measure the
Delta blades. The Deltas fit fine. I almost had a heart event when I found
out what the aftermarket blades cost.
Jet - replaced my entire saw when signficant manufacturing flow
discovered in sliding table. Paid for two people to deliver and set up
replacement saw. In cooperation with excellent dealer - The cutting
edge in Houston.
Jet - sent replacement parts on drill press when manufacturing defect
suspected - no questions asked.
Jet - replaced belt with new design and no cost after warranty expired.
Lee Valley - excellent - replaced defective veritas part purchased
through local dealer, even though they did not handle original sale.
Amazon - fast consistent internet purchasing and delivery. no hassle
Coastal tool - provided good, personalized precise advice on the phone
and via email.
Coastal tool - shipped order 7 days after they said it shipped with no
communication about delay. shipped wrong parts for new Bosch jigsaw -
provided replacement but never communicated that it was handled. I
left information and they promised to look into it but never
communicated back. 10 days later replacement part arrived (1 part to
replace the 5 that I originally ordered). They are personal and well
intended but I sense their business has outgrown their capability to
keep up. Amazon has spoiled me with their flawless internet sales model
Sweet Jesus add Sprint to that list of worst customer support ever.
I had a cell phone that kept thinking it was charging and then not charging,
about 10 times a minute. The phone made a nice little beep every time a
"connection" was made or broken. It sat on the counter of the Sprint store,
beeping incessantly, for 2 hours before someone got to me to look at my
phone. They took it in the back and said "see that green on the connection
terminal?" "no." I replied. "Well, that green on the connection terminal
is corrosion, which means that the warranty is void." Then the woman voided
out my warranty and said "you can buy a new phone for $170 or you can add
another line and get two "free" phones for $69.95."
After I informed her that $69.95 was not free, I said "well, since you just
sat there and voided out my warranty, I'm gonna get a screw driver and take
the damn thing appart and see if I can't fix it myself." I took it apart
and cleared out a piece of sand or salt that was on the circuit board and
the problem was fixed. There was no corrosion. Bastards.
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