Customer service reps have no idea what to do. I have a Dell XPS 12 convertible laptop which I purchased in August of 2013 (or 549 days ago, as I was IMMEDIATELY reminded by my customer "care" representative). It has experienced a clear manufacturer defect; one which has been acknowledged both on Dell's forums and independent news articles. These all state that Dell has confirmed that they will replace the screen due to the "burning in" of images on the LCD display, "even on out of warranty units." However, literally every Dell service representative that I spoke with today (4 in total) was completely unaware of the issue, and unwilling to escalate my case to the next level. I was met with a dismissive attitude and the assurance that "my supervisor will tell you the same." I have already begun spreading the word to anyone who will listen that buying a Dell is a mistake because their desire to save a penny by outsourcing their customer support severely impedes any chance you may have at resolving any issue that inevitably crops up when it comes to a computer. This is my last resort, as I have contacted the technical support phone line (which kept me on hold for 20 minutes before hanging up on me), the technical support chat, the out of warranty chat, and the "get human" suggestion of a customer support phone number (which also hung up on me after the advice provided did not work as it "should have"). Please provide some semblance of customer service. I am so disappointed in my purchase, and will continue to tell anyone who will listen about the absolutely abysmal treatment I have received.
↧