Service Request#:<Service request number removed><<#10575427-47124170-65681065#
On January 18th this year, the ministry in which I serve purchased a Dell 2 in 1 laptop.- service tag number <Service tag removed>, from amazon for my use. If this were not ministry (non-profit) funds having paid for this, I am afraid I would have on Friday of last week, thrown this laptop across the highway. As, it is, being ministry funds I cannot be so foolhardy with the donated funds of others.
However, my time is also extremely valuable. What time does not get used in the service of others, goes to my family. So, when I have to keep doing the same thing over and over, or it appears that I'm taking a risk to do that, I have to take precautionary steps to ensure that I don't do that. When I have to keep repeating, thus wasting time either someone that I should be ministering to or my family is not being served in the manner they should be. So, now I appeal to you to help me not to have to do that with this Dell laptop.
Because I use it for work it takes me from 8 to 12 hours to set it up, load software, files and let's not forget those windows updates. Now, I'm in a different industry so to speak than you are, so my time is not measured by profit and loss, but rather individuals I am able to minister to. Yet, I ask you how much is an hour worth to you? Not to mention, there are days in which I produce an enormous amount of written material. Now, how much is your work worth to you?
So, purchased laptop, set it up and within two weeks the hard drive crashed on it. Now, if that were a day that I did a lot of writing on it, I would not have had the opportunity to back it up, before crashing. How are you feeling as you watch this laptop crash? So, I get on the phone and have to escalate the issue just to get my name listed as the principal owner. Laptop ships out and ships back by mid February. So, in effect within the first month, I got less than two weeks of use out of the machine. Upon, receiving the machine I notice right at the top of the shipping label is Microsoft, then my name. So, even after escalating the issue of getting it registered properly I have to wonder if it is, just by looking at the shipping label.
Friday,April 14th harddrive crashes again. Twice in under three months. So, now I look at more time setting up and this time I definitely lost work. So, now your in my shoes and looking at dealing with Dell again, harddrive crashed again, more setup work coming, material lost, are you a raving fan right now? So, I call Dell Customer Service and get transferred three times, sit on the phone for an hour, finally wind up with a nice chap named Jason who sends me an email detailing what he can and cannot do, while assuring me that this time they will get it back in 3 to 5 days and do a thorough inspection.
This leaves the question, though, "Did you not do a thorough inspection the first time?" Not to mention, that what Jason says he can and cannot do does not nothing to resolve my fear now wondering if I get it back from Dell a second time and go through all the work of setting it up will it only crash again.
Here, I stand now with a registered laptop that still has microsft on the account, whose hard drive has crashed for the second time. I have lost hours of work, material, spent hours trying to get account setup properly, an hour more on phone dealing with second crashed hard drive.
Now I ask you if your're me are are you just going to take Jason at his word? Will you want to take steps to ensure that this is just not a rinse and repeat? Will you want to ensure that if it comes back this time and you put in the work of setup that there is a way to make sure that in 2 or 3 months it will not crash again?
Jason proceeded to tell me Dell's policies in his return reply, only problem I love the laptop and really do not desire to get rid of it. I just want to make sure that this does not keep happening, as I do not have the time to keep rinsing and repeating. So, can someone help me gain some assurance that this will not happen again.
Again, thank you for taking the time to read this, to consider how you might create a raving fan and for what I am sure will be a reply.