Watercolour Landscapes of the Yukon
I suspect I have decided to do what Dell has been trying to get me to do all along. Give up. And, I have.
I need a computer to function, and it’s been more than a month of waiting to have my new one fixed. I can’t wait any longer. Last week I ordered a new computer and picked it up this morning.
Therefore, I surrender. Sort of. Now comes the unmitigated pleasure of trying to get a refund, but, that’s bound to be a completely different, and equally frustrating, story in itself…
So, yesterday I received the following email from Dell:
Hi Doug,
From the Tag information I see the system has an In Home service warranty. We will go ahead and send out an engineer with the parts.
The service call is booked under the reference number : 321808235.
Kindly note that the Onsite technician will contact you to schedule the appointment once he receives the parts. Please go ahead and have the appointment scheduled accordingly.
Note : The Service is subject to parts availability and the working hours of Onsite technician are from 9am-6pm Mon-Friday.Regards,
Farooq Ahmed
Social Media and Community Professional
This is rather easy to say, since the person saying this is in another country and probably has no idea of where Whitehorse is, to say the least of knowing whether or not they actually have someone here to service the computer. This is the third or fourth time I’ve been told I get onsite service.I responded with:
Interesting, since I don’t think you have an authorized technician here and haven’t for about 10 years.
This morning, I get this:
Hi Farooq,
As our customer, Doug Rutherford, stated previously (please review his original Dell Community Forum post below), there has not been a Dell technician in his area for the last 10 years. Unless you have a definitive contact that can service Doug’s system, please arrange for his system to be returned for the Repair Depot and please schedule a box to be sent for his convenience.
Thanks,
LornaLorna McNamara
Customer Support Specialist
Dell | Social Media Support
USA Customer Care Board<http://en.community.dell.com/support-forums/customercare/>
I get two things from this email. First, they obviously can call for onsite service without actually knowing whether or not there is someone onsite. How do you do that without having a specific contractor to choose from? Two, someone else is “sending me a box.”
We’re now in a loop, and this is the fourth or fifth person to say “we’re sending a box.” Just like they did the first time, on the morning of September 9th…
The official Dell apology count is now 9. This, however, brings me no closer to having my system replaced or repaired.
Apparently, the two last conversations, one with a social media rep and one with the person who handles their community forum, have led to me to believe that the warranty expires next August and they’re trying to hold out until then. (That’s being facetious, but I suspect that will be the end result.)
My service file was indeed closed. Apparently, this is because I didn’t send it back within 10 days of it being booked. Since I am still waiting for the packing box and information they told me I had to send it in for a month now, I’m not that willing to accept the blame for that and pointed it out. I have yet to hear back on that one.
Also, the forum manager has said no refund since I’ve had the unit for more than 30 days. The fact that it arrived on the 15th of August and I’ve been trying to get it repaired for a month seems to have no relevance to that at all. I’ve asked to have it escalated to someone who has the authority to override that. I have yet to hear back on that one, too.
Oh, well. I’ve already ordered my new laptop. I pick it up Tuesday morning. I have, however, gotten rather tired of backing up and reconfiguring new computers in the last little while, though.
As I note, I did check my warranty. I am supposed to have next day, on site warranty repair. Maybe I should be insisting they send a tech from Vancouver or Prince George to repair it…
In my last post, I outlined some of the issues I have been having trying to get my laptop serviced. I suppose the first thing I can point out in the definition of how successful I’ve been is that the laptop is still in my living room.
I posted my woes on the Dell Community Forums. I actually did get a very noncommittal response from someone who states at the outset that she is not very technical and can’t help with diagnosing my issues. This makes me wonder, since my complaints are not with the diagnosis of the problem. This was settled at the very beginning and, one would assume she should have noticed that.
At no point in my complaint did I mention what the technical issue was… just that there is no definitive way I’m supposed to send it back and the lack of follow through on the shipping of the laptop itself.
“Please note, I am not technically inclined and will not be able to troubleshoot your system. If your case has already been referred to our Executive Escalations Team, I will not be able to intercede on your behalf, as their authority supersedes that of my department.”
Has it been escalated? I haven’t got the faintest idea, and don’t know if I have to deal with that myself or will they do that based upon the message.
I pointed out the problem lay with having it returned for service and the oddly competitive nature for how it gets returned. Since the first message took almost 24 hours to get a response, I don’t know what this will yield. I did state that I am no longer interested in dealing with the poor level of service I’ve received and want to return it for refund.
That being the case, I have already found its replacement. No, it’s not a Dell computer. But, if there is no really fast resolution, I’ll just write my computer off as a bad decision and pick up a new one.
I suspect one of my students will have a new tear apart computer by the beginning of next week.
As an aside, you can go online using your service dispatch file number and determine where your service issue is at. I entered mine and was told the file doesn’t exist. Dell sucks…
I’ll preface this with the fact that, to my students over the years, I have constantly referred to Dell as the gold standard of customer support. That’s not just a reference to the computer industry, but customer service overall. I have stayed at some rather nice hotels over the years and they didn’t treat as well as Dell support has in the past.
Oh, how the mighty have fallen.
My old Dell Inspiron laptop, a 2010 model, finally started showing signs of moving on to that next plane. For example, when you open the optical drive, part of the physical drive carrier droops down. Yes, it’s been dropped.
I purchased a new laptop at Staples but returned it the next day because it had been used. Used, and not wiped, by the way. At that point, I decided that ordering a new one from Dell and waiting until it was shipped may be a better choice.
“May” is a very powerful word. After about five weeks, I started getting warning messages that the computer could not recognize the AC adapter and would no longer charge. This is where warranty service comes in, and armed with several previous dealings with Dell service support, I figured this would be pretty quick and dirty.
I’ll break this up by mentioning that Dell now outsources its call centre to somewhere in India. Many such centres use what is called by some outsourcing agencies as a “pay for performance” model. In short, when I submit my computer for repair, the person from the centre who convinces me to do so gets a commission.
So far, I have been given five different options for resolution and these have come from about 10 different techs. However, each of these wants me to acknowledge to them that I intend to go through with the repair, meaning, of course, that they will be the one who gets the commission. They actually have been, basically, competing to be the one who gets paid for this.
My options have been:
1. I’ve sent a shipping box and you are to send it via FedEx.
2. I’ve sent a shipping box and you are to send it via Purolator.
3. I’ve sent a shipping box and you are to send it via the mail.
4. I can arrange for onsite repair.
5. You have to provide your own shipping box and send it using a waybill I will send you.
Some of the others have provided the same suggestions, but have also asked that I confirm which one I will use with them specifically. A lot of these conversations have taken place through Twitter and their Dell Cares account.
As a note, I’ve found the Dell Cares account is just the technicians and any real social media manager for a major company should be having fits over the level of conversation conducted using their brand name. For example, I pointed out after the first (I’ve had several from several different people) mention that my warranty is supposed to provide onsite service. Dell hasn’t had an authorized technician here for years.
When my last Dell laptop needed a new keyboard under warranty, I did manage to convince the tech that I was able to replace it myself after he had spent about 20 minutes trying to find someone to replace it. I pointed this out and I was somewhat rudely informed that I obviously had access to a technician since my warranty called for onsite repair. Also, they certainly wouldn’t have sent a technician to replace a keyboard anyway, since the user would be expected to do that. I don’t quite think he or she understands the difference between replacing a desktop and laptop keyboard.
I seriously doubt that Dell is going to pay to send a repair tech from Prince George or Vancouver to come and replace my motherboard.
I got enough of both rude and repetitive from Dell Cares that I actually blocked their Twitter account. There’s probably enough Norse blood in my dating back from 1,000 years ago that I can go with burning the odd bridge every now and then.
So currently, I’m at the point where I don’t know which choice is actually the right method for sending it back, and quite frankly, I’m still not that sure where it’s supposed to go. I can think of a suggestion of what someone could do with it, but that may be anatomically difficult.
I have twice asked to deal with a supervisor, through the Dell Cares account and through their Facebook page. Times were arranged for them to call on two separate days, but no one called either time.
I do get a kick out of the attempt of one of their techs to blackmail me, namely, that he would arrange for a supervisor to contact me in a few hours, but first I should confirm to him that I was sending the computer back through arrangements he would set up.
In short, the concern is not how to best service my brand new laptop, but how to ensure that you are the one who gets the commission for getting it serviced.
A suggestion: unless you can be guaranteed that the computer will never need warranty work, you probably don’t want to buy a Dell computer…
Just a quick thought on the fires wreaking such havoc at Fort McMurray. Helping out is actually quite easy and really doesn’t call for much. For example, if 50 people donate $5, that becomes $250, and there are ways to contribute that much to the Red Cross Society by simply having it added to your cellular bill. You could do it more than once, making it quite simple to give more. In an interesting fit of mathematical nicety, giving that $5 makes it becomes $10, because the federal government has agreed to match contributions to the Red Cross.
No cell? No problem. You can donate using the Red Cross Alberta Fire Appeal website.
I think most of us could live with $5 less, and many of us wouldn’t miss a much larger amount, either. If nothing else, think of it as an easy way to double your money. Who could turn that down? And, it’s a tax deduction (remember doing taxes recently?)
Do be careful about some particular aid campaigns. For example, one “media” representative is suggesting that donations to him will be passed on the Red Cross as well. Perfectly fine, I suppose, until you consider that the donation will qualify him for the charitable donation deduction on his income tax, rather than those who actually contributed the money…
In four minutes, the channel I’m watching will go black. Why? Because there’s a hockey game on it covered under the NHL’s regional blackouts. In case you don’t understand how it works, try holding the following conversation with the NHL:
Them: You can’t watch that channel.
Me: But, I pay the cable company to watch that channel.
Them: Yes, but you can’t watch it. You don’t live in the right province.
Me: But I paid for that channel and the shows on it.
Them: You paid to watch the channel but you didn’t pay to watch our content.
Me: (insert rude expletive here)
Them: You could pay us more money and watch it on a different channel.
Me: What’s the difference?
Them: We get more money. Then, it doesn’t matter what province you live in.
Me: So I can see every game?
Them: Yes. Except some are blacked out…
I have begun to firmly believe that the NHL’s motto should be: The fans only count when we can suck money out of them.
The weather is turning nice. We have a new car. It was time for the first short road trip of the year.
I wanted this to see if I could get a few pictures. It’s also time to see how long I can drive with my knee recovering. And, I wanted to know, now that we’ve hit the break in period, how the car would be on a longer road trip. And then, there is the final reason. It’s time to start preparing the cats for the road.
Everything worked out the way I expected. The short drive, about 45 minutes, was fine for the car and my knee. I didn’t get any pictures, but that happens. Darcy, as usual, approached this with the attitude of, “Road trip. They’ll wake me when it’s time to eat.” Furball, however, is not my little road warrior. The mournful meows started in the driveway. He sounds like you’re pulling his soul out of his body through the pores of his skin. The good news is that he settled down after about half an hour. But, he was a pretty happy kitty when we came in the house…
I apologise to Ray Bradbury for a potential title plagiarising issue.
It’s been a bit over eleven weeks since my surgery and I figured it must be time for a progress report. And, I have been making progress. Last week, I graduated from physiotherapy, meaning I am now fit to be doing my rehab exercises on my own. That being said, I do have to go back in for an assessment to ensure I have been getting along without the physiotherapy version of adult supervision.
I can bend my knee 110°, which is far more than I could before surgery. This is kind of neat considering that the surgeon said I would probably have a little less than I had after surgery. I ride my stationary bike daily, up to 30 minutes twice a day. This is fun since I wasn’t able to bend my knee enough to do that since shortly after I started building the house in 2004. I’m looking forward to taking my old road bike, a 10-speed I bought about 20 years ago at a yard sale for $10, in for a tune up and hitting the streets. No, I’m not considering the Klondike Road Relay yet, but who knows what next year may bring.
My main physiotherapist wants me to try and get the bend up to about 115°. As a note, there actually is a stop built into the metal joint that prevents you from bending it more than 120°. This is to keep you from bending further than the joint surfaces, an issue you may not want to picture. I still need to work on this, since there is apparently a rather small window of time to work on this before it closes. I`ll admit that I`m amazed I have this much range of motion, but am greedy enough to take more if I can get it. I will spare you have much I “enjoy” my range of motion exercises. People who have been to physio have no fear of going to hell.
I still have some pain and still take over the counter pain killers. I also still have a few issues getting into the cab of my truck, although I have no issues getting in and out of Clara`s new car if I push the seat all the way back. It`s still way better than trying to get in or out of the Escape, and I don`t miss trying to sardine myself into it (is that really a verb, or am I just verbing something I shouldn’t?)
I still take my cane with me when I go out, although it really is just for dealing with the snow. I’ve been walking without it for weeks now. My borrowed equipment (crutch, walker, etc.) went back to the Red Cross two weeks ago.
Next month, there are two upcoming milestones. On April 4th, I go back to work. I’m looking forward to it, although it will take a little pre-training to remind myself that I have to get up in the morning. And, the same date is the first day the insurance goes back on the camper for the summer season. Given how early things seem to be this year, that second milestone is probably pretty important. There are some lakes open here already.
So, here’s a picture of it in all its glory. I figure most of you will get to see it when shorts weather arrives. The incision has healed quite nicely and the scar is getting paler and less obvious. I didn’t want to post an earlier one with the staples, since I looked like I’d been involved in an office supplies accident that would be hard to explain in the emergency ward…
Time seems to move on and my latest progress report is probably due. It’s been 4 weeks since my surgery and things seem to be moving along nicely.
I still have plenty of pain and if someone knows a comfortable position that allows you to sleep for more than 30 minutes at a time, I’ll take it. Physio is where they send evil souls to repent for lives badly lived (twice a week with with equally hellish exercises twice daily.) I am thoroughly skilled at doing math based on 4 hours (T1s) and 6 hours (ibuprofen) simultaneously and knowing to the minute when the next increment comes due.
There are good sides to this, however. Although one of my physiotherapists seems to think I’m making no headway, I have greater range of motion in my knee than I did prior to surgery. I can almost make a full rotation on the bike pedals, something I have not been able to do for almost 10 years. I have more than 90° of bend in my knee, which I did not have prior to surgery. This is in spite of the surgeon pointing out that one usually does not have the bending range in a replacement joint that one did have prior to surgery.
I have graduated to a cane indoors, although with the snow and ice, I tend to use my crutches outdoors. I can go longer periods of time without elevating my knee. I still avoid frequently using the stairs and sleep downstairs on the sofa bed. I was a little worried about the lack of height it had so we bought a memory foam mattress to put on top of the existing one. This is quite comfortable and I suspect the one currently in the motor home, which is the same size, is destined to spend this summer in the basement while we camp.
The really interesting reaction to my surgery, though, comes from the cats. When my leg starts to really hurt, both cats are there. Darcy snuggles, while Furball has to snuggle right up to my incision. If you need feline companionship in my house, all you have to do is wince.
If you’re wondering whether or not I recommend this, I will throw in the fact that I don’t know anyone who’s had a knee replaced and didn’t like the final result. I’m looking forward to the finished product six months or so down the road, considerably more than how I got to that point. I will tell you this much about the process. This is certainly one example where it’s not the journey. It’s the destination…
Doug Rutherford 