http://itlegends.net/press/2008/04/dell-tells-me-what/ The adventures of some IT guys in Connecticut: We Are Legend! Sun, 04 Apr 2010 17:57:56 +0000 hourly 1 http://wordpress.org/?v=3.0.1 http://itlegends.net/press/2008/04/dell-tells-me-what/comment-page-1/#comment-3 Chris Thu, 10 Apr 2008 02:49:54 +0000 http://itlegends.net/press/?p=7#comment-3 Mr. W, another colleague, purchased a DVI monitor locally for the client yesterday. Works like a champ, simple. This whole thing could have been avoided if they'd just asked the damn service tag. What galls me the most is the passing of blame, not the screw up. As my client said, its not a matter of if you screw up or not: we all screw up. It's how you deal with the screw up. In this case, Dell handled it badly. Mr. W, another colleague, purchased a DVI monitor locally for the client yesterday. Works like a champ, simple. This whole thing could have been avoided if they’d just asked the damn service tag. What galls me the most is the passing of blame, not the screw up. As my client said, its not a matter of if you screw up or not: we all screw up. It’s how you deal with the screw up. In this case, Dell handled it badly.

]]> http://itlegends.net/press/2008/04/dell-tells-me-what/comment-page-1/#comment-2 Chris Mon, 07 Apr 2008 04:29:47 +0000 http://itlegends.net/press/?p=7#comment-2 OK, so I talked to Dell and let them know the mixup was the difference between a small form factor (sff) and an ultra-small form factor (usff). I figured I'd just let him gently know the error, and let the situation resolve itself without calling attention to his lack of detail (i.e., not getting the service tag number). The Jerk ends up calling my customer at my request. He tells my customer that I ordered the wrong parts. Me! I didn't order any <a href="http://www.scifi.com/battlestar" rel="nofollow">frakkin'</a> parts. He's the one ended up ordering the parts based on a conversation with the mutual client - whom I stated didn't know what he needed. I reiterate that all the Jerk had to do was get the Service Tag number from the customer and he would have sold him the right monitor. On top of that, he tells the guy that it'll be $300 for a new monitor. I have a quote from them listing the monitor at $245... so how does tax plus shipping equal $55???! I'll be calling his manager this week. I'll let you know how that goes in another post. My client was livid, he basically just said "process the return" for the parts that can't be installed and not to order another monitor. I'll just pick up a simple DVI monitor at a local electronics store. OK, so I talked to Dell and let them know the mixup was the difference between a small form factor (sff) and an ultra-small form factor (usff). I figured I’d just let him gently know the error, and let the situation resolve itself without calling attention to his lack of detail (i.e., not getting the service tag number). The Jerk ends up calling my customer at my request. He tells my customer that I ordered the wrong parts. Me! I didn’t order any frakkin’ parts. He’s the one ended up ordering the parts based on a conversation with the mutual client – whom I stated didn’t know what he needed. I reiterate that all the Jerk had to do was get the Service Tag number from the customer and he would have sold him the right monitor. On top of that, he tells the guy that it’ll be $300 for a new monitor. I have a quote from them listing the monitor at $245… so how does tax plus shipping equal $55???! I’ll be calling his manager this week. I’ll let you know how that goes in another post. My client was livid, he basically just said “process the return” for the parts that can’t be installed and not to order another monitor. I’ll just pick up a simple DVI monitor at a local electronics store.

]]>