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Apathy
Moderator
Joined: 15 May 2003
Posts: 480
Location: NOT at TMC any more
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 Posted: Thu May 22, 2008 12:49 pm Post subject: |
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| pointofview wrote: | | Why doesn't this company spend its money: a) building quality equipment that doesn't break in the first place; and b) SOLVING customer problems , rather than spending its money screwing its customers around and wasting their time? |
The simple answer to your questions is that it would cost Dell more money to solve customer problems and build quality equipment. Also this does not include the lost revenue when the customers have to replace their broken Dell equipment because the warranty has run out and replacing the broken equipment is cheaper than repairing it.
| DellMgmt wrote: | Listen,
We dont like for people to say bad things about us. You got a bad battery, we admit it. About 34% of our lithium batteries will fail between the first and second year. This generates about 23.2 million dollars in profit for us. In order to quiet you, we offer a 15% discount on a new battery. Please use this code HTR56%$JKU when ordering to get 15% off a battery. If you use the coupon and then complain further in this forum, the coupon will become invalid. Please accept our gracious offer. Further issues will be resolved if needed. Please use ext 7260995 |
| DellMgmt wrote: | | I CAN OFFER 30% OFF AS MY FINAL OFFER PLEASE USE COUPON CODE H873GJC2846CV5 TO PURCHASE ANYTHING OVER $1299 AND I WILL GIVE YOU 30% OFF. YOU MUST MAKE THIS PURCHASE TODAY OR THE COUPON WILL EXPIRE. IF YOU BUY $5000 YOU WILL GET $1500 OFF THIS IS THE EQUIVELENT OF 5 (FIVE) BATTERIES. THIS IS YOUR FINAL OFFER. IF YOU CONTINUE TO POST NEGATIVE DELL COMMENTS HERE, WE WILL BE FORCED TO PURSUE OTHER OPTIONS. |
DellMgmt (if that what you really are),
First, thank you for admitting in a public forum the truth about Dell's shoddy equipment.
Second, I find it very interesting that a Dell manager would be using a Netscape/AOL internet account and not their own Dell account to post here (Yes, Moderators can see the IP address of posters here), especially when they are trying to defend Dell. I also find it very interesting that the phone number you listed does not seem to be in the Corporate Directory either. (Yes, Active Dell employees have access to the corporate directory.)
Finally, this is a PUBLIC forum. Anyone (including you and pointofview) can post positive or negative comments about Dell here. If you do not like this, please take your comments to the Dell forums or better yet send me your name and Dell email address. I am pretty sure that Dell Legal and the Ethics Connection would be very interested in this information considering in Dell's eyes posting on this forum is a terminating offense for a "Code of Conduct" violation.
_________________
Q: How do you know Dell Management is lying to you?
A: Until proven otherwise, Assume EVERYTHING coming from Dell Management is a lie. |
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pointofview
Regular Hater
Joined: 19 May 2008
Posts: 33
Location: canada
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| Posted: Thu May 22, 2008 12:49 pm Post subject: |
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Have you read my post re the run-around I got using "customer advocate"? If you want to honor the warranty, and supply another battery, I supplied my "express service code", name, telephone number, address, at least 8 different times. Including email to "customer advocate".
I do not intend to call Dell again and waste more time. |
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DellMgmt
Regular Hater
Joined: 22 May 2008
Posts: 25
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| Posted: Thu May 22, 2008 12:54 pm Post subject: I am using AOL browser |
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| So my boss wont know who I am. I will just fade away. I tried to offer the man money but he wouldnt bite. Perhaps we shouldnt use this forum to SOLVE customer problems. They can just call India. Please dont get me fired. I was offering this person $$$$$ |
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pointofview
Regular Hater
Joined: 19 May 2008
Posts: 33
Location: canada
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| Posted: Thu May 22, 2008 1:00 pm Post subject: |
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...not sure who this guy is, as noted by the moderator. Just got a private email from him saying that I am like someone on welfare, and want something for nothing.
Nope. All I want is the comprehensive warranty that I PAID some $300 bucks or so (which the company has had since the fall of 2006) honored by this company.
If this guy really IS Dell management, the company is in worse shape than I ever though it was until now. |
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DellMgmt
Regular Hater
Joined: 22 May 2008
Posts: 25
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| Posted: Thu May 22, 2008 1:06 pm Post subject: The coupon is for your use only |
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| If you dont want to use it, please let me know so I can expire it. I dont want to get fired for offering you a coupon. Why wouldn't you use it? Once bitten quite shy? Trust me. |
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Rocke_T_Sinetist
Moderator
Joined: 26 Aug 2005
Posts: 2590
Location: DFW airport
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| Posted: Thu May 22, 2008 1:08 pm Post subject: |
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He's a spoof. If Dell wanted to take care of customers with problems, their own forum gets a whole page of entries every day, and Dell would PM them solutions, not broadcast them on a forum that is off limits to Dell employees, under penalty of termination. 
_________________
Rocke T Sinetist
as in, 'it doesn't take a...' |
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pointofview
Regular Hater
Joined: 19 May 2008
Posts: 33
Location: canada
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| Posted: Thu May 22, 2008 3:38 pm Post subject: |
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| sounds like the beginning bait for a Nigerian-type scam. Has Dell opened a call centre in Nigeria? Bet they could get a really good deal, and a good profit centre--just think of it--don't ship anything and say that you did. And all those credit card numbers....................... |
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FallenAngel
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Joined: 21 Feb 2006
Posts: 1490
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| Posted: Thu May 22, 2008 4:07 pm Post subject: |
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| Rocke_T_Sinetist wrote: | | Three hundred dollars for a bloody battery?? YGBK! At that price, and with a yearly failure rate, you make more than $23M selling them. |
And now you can see why I said earlier that there's no way in hell that Dell would replace it after 1 year, OR offer some super fantastic cover-it-all warranty that would INCLUDE batteries for the life of the term. There's too much money to be lost here, and this just proves it.
The warranty prices would be $1000 for a 3 year term just so they could recoup their losses on batteries alone, knowing the excessive fail rate they carry. Who, in their right mind would pay an extra $1000 for a 3 year warranty at POS? No one, that's right. So that one poster who said he works for Dell and they now offer a warranty that covers batteries for the life of the term (beyond 1 year) is just oh so full of BS. |
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pointofview
Regular Hater
Joined: 19 May 2008
Posts: 33
Location: canada
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| Posted: Thu May 22, 2008 5:57 pm Post subject: |
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| I think there is an implicit assumption here that ALL batteries fail after a year. And that they cost Dell $300 each. Sorry, I don't buy either of those assumptions. I have had several laptops and none of them ever had a battery fail, except this Dell. And for a POS like these, Dell is probably getting them for less than 10% of their selling price. Nice profit centre if you can convince people to make those assumptions. Not me. |
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Rocke_T_Sinetist
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Joined: 26 Aug 2005
Posts: 2590
Location: DFW airport
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| Posted: Thu May 22, 2008 6:09 pm Post subject: |
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I think you came pretty close to nailing that. Those $300 batteries probably cost Dell on the order of $30, and they are just gouging on replacements.
Think about it. Aftermarketers will supply batteries at a more-proportional markup. But Dell put an ID in theirs, such that aftermarkets won't work. Why do that, if not to gouge? (Answer is self apparent.)
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Rocke T Sinetist
as in, 'it doesn't take a...' |
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FallenAngel
Super Hater
Joined: 21 Feb 2006
Posts: 1490
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| Posted: Thu May 22, 2008 6:13 pm Post subject: |
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Again, the best way to ensure a revenue stream is to make it impossible to replace faulty anything with aftermarket parts. This way you GUARANTEE that they will have to replace it only through you and thereby you can charge whatever price you like. You know, they could easily charge $500 a battery and get away with it. Or higher.
"If you really want a replacement battery for your machine, it will cost you your next child - because we can do that." |
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Rocke_T_Sinetist
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Joined: 26 Aug 2005
Posts: 2590
Location: DFW airport
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| Posted: Thu May 22, 2008 6:19 pm Post subject: |
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That's the ticket. Now you're thinking like a Dell executive. (I'd recommend signing up for electroshock at your first opportunity.)
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Rocke T Sinetist
as in, 'it doesn't take a...' |
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pointofview
Regular Hater
Joined: 19 May 2008
Posts: 33
Location: canada
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| Posted: Thu May 22, 2008 10:15 pm Post subject: |
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precisely. Now, who, in their right mind, would pay in the neighborhood of $1,000.00 for a laptop if they knew, when they bought it, that in three years they would go through the hassle of replacing 3 batteries, and the cost of the computer would double, and their "full" warranty wouldn't cover that cost???
Personally, I would rather pay a bit more (within reason) initially for a machine that will be reliable, built by a company that will stand behind its product if there is a problem. Same reason that General Motors is in trouble and Toyota and Honda keep increasing their market share. Even if it IS covered by a warranty, who needs the hassle?
Some MBA's and accountants just never learn.
Lets watch those lawsuits with interest. |
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FallenAngel
Super Hater
Joined: 21 Feb 2006
Posts: 1490
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| Posted: Thu May 22, 2008 11:18 pm Post subject: |
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Well just keep in mind that NO OEM replaces batteries after 1 year. Not one.
Dell isn't unique in that area. |
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diashto
Moderator
Joined: 11 Nov 2006
Posts: 334
Location: Detroit area
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| Posted: Fri May 23, 2008 6:33 am Post subject: |
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| pointofview wrote: | | precisely. Now, who, in their right mind, would pay in the neighborhood of $1,000.00 for a laptop if they knew, when they bought it, that in three years they would go through the hassle of replacing 3 batteries, and the cost of the computer would double, and their "full" warranty wouldn't cover that cost??? |
If it wouldnt have sat plugged in in the same place for 2 years, you probably would have gotten more battery life out of it.
If you dont change your oil in a ford, chevy, or chrysler, your engine's still gonna die after a couple years too, if its your daily driver. Its simple maintenance.
I'd really like to see in the near future maintenance schedules similar to what cars have (3 mo or 300 hours, blow the vents out with a can of air, etc). I dont anticipate any large-box manufacturer takin that sort of initiative though. |
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