I know my membership suggest I am new to the forum, and that I have asked a bunch of OS questions, however I have been a long time user for the Dell Mini 9, and was a regular here for a while, around the mini 9 hype under the alias of "Komplex" with around 300 odd posts.
So my Dell has worked for me without a beat, or any issues, it proved its worth when I flew off to Malta, and France. However recently the hard drive has crashed.
It had to happen 2 weeks after my warranty, so I rang up Dell Australia customer services. I didn't really feel bothered about this, as my Father's business has dealt with Dell UK for 10 years without any issues with customer service.
So I had a chat, and the call took 50 F**king minutes!! First they fart-arsed about where I got it from, and tried to get me to recover the hard drive, which I followed through, already I had already attempted this.
They then kind of realized after me reverberating myself that it was kaput. so then they looked at the warranty, and informed me they can't do anything, without me renewing the warranty for a year. It would cost me $700 FOR A YEAR!! The new Dell Mini 10 costs $550, and comes with Windows 7, why the frack would I do that?
So I ripped into them saying "why the **** should I pay $700 to get a faulty hard drive fixed? Is Dell not proud enough to back up its products for more then a year? Is Dell implying that this product is suppose to last only a year? Is Dell not confident in their products? I can get a mini 10 for $550, Tell me the logic in why I should pay $700, why don't you ask me to bend over instead?"
Of course this was 7.30am and I hadn't had my coffee, which means I woke up in a bad mood to begin with. So after a while, he talked to his supervisor, I had the joy of listening to Jazz music over the phone, more often then his voice.
So they said they'd send me a new hard drive. okay that's not sooo bad I guess, considering they're no wholesalers in Australia for Runcore. So he then pressed about the XP cd, and if I had an optical drive. well Dell never provided me an XP cd, and I only have a legitimate vista, and mandria powerpack. Then the Dell technician, suggested probably one of the most unprofessional things I could think of, which set me off again asking about if I could ask some friends to borrow their XP.
Most of the people I know have OS X, so I stated that fact and then said that for Dell's delinquency they should send me a copy instead, which he replied about they don't sell them any more, and all XP's they have are for customer support. (well yeah im aware XP is no longer on sale) so I a rebuttal suggesting they send me a free Windows 7, to which he put me on hold.
I know it was cocky, but I wasn't in a good mood, I had a Studio photo shoot on Thursday and Friday night which was a total of $2,300, I usually use my H20 digital back and tether it to the mini 9, since the mini 9 is compact and light. Those days I borrowed my friends Macbook pro.
So His supervisor wasn't going to give the windows 7 for free, but they'd sell it to me for $220. To which I said no, and I pushed for it, stating that their delinquency and lack of confidence backing this product nearly cost me 1000's of $$. I also suggested that sending a free windows 7 is only minor collateral for good customer relations, My father's business has heavily invested in Dell, do they not what to deal with his company again?
So after all the fuss and troubles, they're sending a technician down to install XP and put in a new hard drive, that's what we came to be complacent with, well on their behalf, I was nearly about to lose it... and my mom wanted to see the manager because I had been on for soo long.
If this Dell gets repaired I won't be buying form them again, In fact Im going to get a macbook Air. Some of you may disagree with my arguments, but from the looks of things Dell was out to rape me in every possible way. I said what I thought was necessary to get the customer service I deserved.
I have never had customer service issues this bad. Even Nikon who charge a bomb for their products fixed my D200 for free 4 years after the warranty had expired. That's good customer relations...