Ecthelion 0 Report post Posted November 28, 2008 (edited) I had to work today, and had a fairly interesting call. A few of you might have gotten this via email already. So here's how it went down. The Customer I was talking to, we'll call him Gabe, sent in his D520 to the depot on his dime to have it repaired. The service was done and the depot lost the system. Not only did they lose it, they went so far as to turn around and resell it. So Dell sent this guy a repalcement D530, ... which was dead. So we setup another system exchange, to replace that system. This time it was a D830. This system was sent to another customer that had was having her system,a D830, replaced. This is where it gets good. That other Cx, well call her Sally, called in stating that this system wasn't a match to the one she ordered, As you can expect she was a little upset. So we processed Sally another exchange for a D830. Meanwhile our first customer, Gabe, called in looking for the exchange that we were sending him. We were like "We've got good news you system has been shipped and delivered! ... the the wrong address" so we processed yet another exchange to replace that system. At this point I belive that FedEx was informed of the error. Sally sent the system she wasn't supposed to get back to Dell, and FexEx routed that package to Gabe, the address that it was supposed to go to in the first place.To top it all off, this package beat the system we sent out to replace it. That final repalcement system arrived while I was working on getting his information cleared up. So he's got 3 laptops, 1 of which doesn't work, 1 that was in the purgtory of lost equipment, and another one still in the box. In total we're talking about 2 original systems. and 4 replacements sent out, costing Dell large amounts of $. Because somebody either loaded this box onto the wrong truck, or someone slapped the wrong label on this box. This took, 6hrs, 5 Tag Team chats, 1 REC chat, an email to collections, and 3 outbound calls to resolve. You know what his original problem, like the reason he called, was? He wanted help getting his Mcafee activated... ... I hate my life today. Edited November 28, 2008 by Ecthelion Share this post Link to post Share on other sites More sharing options...
Arlan 0 Report post Posted November 28, 2008 (edited) That is a pretty amazing situation considering what the problem was. One of the IT guys where I work was pretty pissed today because some woman kept locking out her account he reset for her. I guess the temporary password involved Friday in it and evidently she though it was spelled 'Fryday'. Edited November 28, 2008 by Arlan Share this post Link to post Share on other sites More sharing options...
Erlin 0 Report post Posted November 29, 2008 lol i used to work at a lenovo call center, that's pretty rediculous ecth Share this post Link to post Share on other sites More sharing options...
Sutterkain 0 Report post Posted December 1, 2008 Ahhh the joys of customer service... I run the geek squad for a best buy down here in south florida, and the stories I could tell you.... Just last night I had some old woman come in saying that one of my people came out to show her how to use her iPod. She says she was embarrased because the music they put on there had profanity in there and she was demaning that we fix it and send someone back out... In the meantime you turn on the iPod, scroll down and go to music where it shows "NO MUSIC"... Long story short after going back and forth for about 20 mins on this I told her there was nothing I could do that very day, but let me take her info and I'd try to get someone back out there... The situation ended with the lady storming out "F--- YOU, F--- BEST BUY, F--- THIS I'M GETTING SCREWED! YOU PEOPLE ARE THIEVES, ETC..." Ya know, for someone what was "embarrased" because the magical non-existant music on her iPod had profanity in it.... She sure had a mouth like a sailor..... ....God I hate people.... -Sutter Share this post Link to post Share on other sites More sharing options...
Feanore 0 Report post Posted December 1, 2008 (edited) When my friend recently ordered his XPS (desktop) they shipped him two... He's an honest guy and sent the extra back, but it seems Dell/FedEx have been having lots of shipping/inventory errors lately. Edited December 1, 2008 by Feanore Share this post Link to post Share on other sites More sharing options...
Ecthelion 0 Report post Posted December 1, 2008 When my friend recently ordered his XPS (desktop) they shipped him two... He's an honest guy and sent the extra back, but it seems Dell/FedEx have been having lots of shipping/inventory errors lately. Alot of it is from the change over from DHL to FedEx. Once we started making that change shipping issues went through the freaking roof.Not saying anything bad about FedEx, 9/10 it's falwless, but for whatever reason right now it's pretty rough. That and I'm positive the guys that work in the parts warehouses are freaking box throwing apes, but that's just me. Share this post Link to post Share on other sites More sharing options...
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