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6067
September 2nd, 2021 14:00
ProSupport Plus: Next business day no more?
Curious as to why my last service request has my parts being shipped...via FedEx Home Delivery? I thought ProSupport Plus was to include "next business day onsite repair". Have things changed in their terms of service? I used to remember things getting taken care of very quickly. COVID perhaps?
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DELL-Cares
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27.3K Posts
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September 3rd, 2021 08:00
We tried reaching you on a private message asking for the Service Tag number to ascertain the warranty but did not receive a response. Please feel free to reply to the private message whenever you are available.
The next business day onsite repair does not apply to CRU (customer replaceable unit) like the battery. Which is why Dell provided to you the online Precision 5530 Service Manual.
h2oleon
3 Posts
1
March 26th, 2022 13:00
Dell reneged on our service agreement, too. One of our Colorado-based employees had to wait a week or so before Dell honored the ProSupport Plus agreement we paid them to provide. This is one of the reasons why we don't buy any more Dells.
h2oleon
3 Posts
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March 27th, 2022 11:00
Wow... now I've received 2 private emails from Dell, which demonstrate that Dell support staff either didn't bother to read or just aren't able to understand (not sure which is worse) the feedback I provided.
The first email says, "Hello, I haven't received the Service tag or the Express Service Code yet. Can you share any of them in text format so that I can help you with your query?"
The second email (sent 7 hours after the first email on a Saturday) says, "Welcome to Dell Social Media Support for Technical and After Sales inquiries. Please enter the Service Tag / Express Service code / Order Number in the text format you need help with."
Is Dell support so oblivious that they don't realize that ship sailed? My comment stated, "One of our Colorado-based employees had to wait a week or so before Dell honored the ProSupport Plus agreement we paid them to provide.” Which part of that makes Dell support think we have anything left to discuss? It feels like they just want to check the box that allows them to say they were responsive.
Hey Dell - the time to be responsive was when you reneged on the ProSupport Plus service agreement we paid extra to ensure we received next business day on site support. Next business day does not mean make us wait a week or so until you can get around to it. If you want to be responsive, you can give us our money back for the support plan you didn't honor and acknowledge all the wasted time our business suffered because of the support you didn't provide. Or maybe read what I wrote and respond in a way that makes a difference.
h2oleon
3 Posts
1
April 5th, 2022 08:00
It's the gift that keeps giving! Dell kept peppering me with private messages asking for my Service tag or the Express Service Code, so I gave it to them to see what would happen. Here's the reply I just received:
Hello
Thank you for writing back to us and sharing the service tag with us.
You're talking to Aman,
Please let me know how can I help you.
As if Dell hadn't already demonstrated how out of touch and unaccountable they are!
My advice to anyone who reads this comment chain... Stay away from Dell! Stay very very far away!