Steven Ehrbar ([info]stevenehrbar) wrote,
@ 2009-04-09 02:11:00
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Okay, Dell is replacing my system.  Make enough noise and they can be reasonable.

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[info]archangelbeth
2009-04-09 01:03 pm UTC (link)
Hooray! Any additional concessions of "no, wasn't a spill on your part after all" or are they just replacing it with grumbles so you don't bug the CEO? O:>

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[info]stevenehrbar
2009-04-09 05:21 pm UTC (link)
Concession was along the lines of "well, maybe it failed first, then got wet when mailed to us to be fixed". That's good enough for me.

When I hit the escalate-your-issue thing on the website, I got an automated response saying it would be four business days before they contacted me. So I started filling out that Texas AG apply-for-the-settlement form.

Then I sent an email to a number of addresses (of a consumer advocate escalator and a number of high Dell executives) mentioned on Consumerist, where I calmly, rationally pointed out that a) there had to be an error in diagnosis, given the books were dry; b) I was a regular Dell customer in the past; and c) I would normally escalate through channels, but this settlement was really tempting as a way to get my money back from them if they didn't resolve the issue before the settlement filing deadline (April 13th).

That email provoked prompt contact from their end and a prompt resolution.

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