I kind of feel like Jeff Jarvis here complaining about Dell Support, but I guess my issue isn’t near as bad as his was. Overall I have never had any problems with them and trust me I have dealt with them a lot. My personal computers have mostly been Dell and the companies I’ve worked for have always used Dell. So I’ve called and chatted with them a lot on may different kinds of issues ranging from servers to this one being a $3.99 bezel. I prefer to chat with them online to save myself talking to people, elevator music, and being placed on hold. Plus this way I can get something done, or blog about them while I’m waiting for responses, like in this case. To show how long it’s taken for this $3.99 part to be ordered, I’ve formated and reinstalled Windows on the computer I was calling about and I’ve written all of this post so far.
The chat started off pretty simple, I asked for a replacement bezel for a laptop. I knew it wasn’t covered, I offered to pay and that was followed by 30 questions about what happened, what type of computer it was… again. Then finally she said that I would have to pay $3.99 for the bezel. Sweet, only took 20 minutes to pay $3.99. Then before I could give her my credit card I was asked atleast 6 times if I needed a new battery. Yes you heard me right, a new battery. I started by kindly saying “no thank you”. She proceeded to tell me that batteries degrade over time and need replaced. This lady must be a rocket scientist or something, I should ask for her virtual autograph or something. Here’s the transcript. I removed her name to protect the annoying.
| 16:05:54 |  |
******Katy******* |
The LCD bezel only cost you $3.99.
|
| 16:06:06 |  |
Nolan Carson |
ok, sounds good
|
| 16:06:19 | |
******Katy******* |
That’s right.
|
| 16:06:34 | |
******Katy******* |
I also see that you’ve been using the system for over 3 years.
|
| 16:06:50 | |
Nolan Carson |
about that, yeah
|
| 16:06:50 | |
******Katy******* |
Dell recommends that you replace your battery with a genuine Dell battery obtained from Dell.
|
| 16:07:04 | |
******Katy******* |
I suggest that you need to have a new battery.
|
| 16:07:30 | |
Nolan Carson |
it seems to be working ok, it can wait until it stops working
|
| 16:07:39 | |
******Katy******* |
Portable system batteries contain chemicals that degrade over time, reducing their ability to hold a charge.
|
| 16:08:06 | |
Nolan Carson |
ok, it can still wait
|
| 16:08:34 | |
******Katy******* |
Battery cost $135.99 only.
|
| 16:08:43 | |
Nolan Carson |
no thank you
|
| 16:08:49 | |
******Katy******* |
I suggest to buy the battery today while it’s on sale.
|
| 16:09:02 | |
Nolan Carson |
no thanks, it can wait
|
| 16:09:34 | |
******Katy******* |
I can give you free shipping if you will purchase new battery.
|
| 16:09:49 | |
Nolan Carson |
No
|
| 16:09:53 | |
******Katy******* |
To ensure that you get to use it whenever and wherever you need it, it would be best to have an extra battery with you always.
|
| 16:09:55 | |
******Katy******* |
Okay.
|
| 16:10:14 | |
******Katy******* |
How about additional memory for better computer performance?
|
| 16:10:15 | |
Nolan Carson |
I do need to get to the next computer, because I still have a third and I don’t work all day
|
| 16:10:22 | |
Nolan Carson |
NO
|
| 16:10:34 | |
******Katy******* |
Okay.
|
| 16:10:59 | |
******Katy******* |
So you will just purchase for the LCD bezel.
|
| 16:11:13 | |
Nolan Carson |
yes
|
So now that I count it looks like there were 7 times on the battery, and once for memory. For some reason I don’t think Dell made enough profit off the $3.99 part to pay for the 6 minutes it took to say no to a battery replacement. Let alone over an hour I’ve been working with them. I’m still working with her about something else, but I guess that’s my fault for waiting until I had 3 issues to work with Dell Support. So next time you accidently drop a laptop and it cracks a little cosmetic part, you better pick up a couple batteries, because “it would be best to have an extra battery with you always”.