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2004-06-19
4/5
"Starts bad, but gets better: Dell sent a faulty mouse with the Dimension 2400 I recently purchased.
It was "half working"- that is, clicks did not always register when the buttons were pressed.
Thinking perhaps it was software related, I gave it a bit to see if any patches or new drivers would set things right.
If anything, it got worse, so I called for a replacement.
While I would say that the menu system on the way to talking with a live person needs helps (a confusing 6 minute maze), once I got through a replacement was authorized in about five minutes- and got to me in about 24 hours (called ~2 pm on 6/17/04, delivered between 1-2 pm 6/18/04).
Way to go on speedy service!
Better yet, I was given a phone number to call DHL and have them stop by my house that afternoon to pick up the old mouse and send it back.
Since the replacement came with an RMA sticker, there was no cost to me- very convenient.
I've never had service that fast and easy- granted, it was only a simple little mouse, but the response time was very encouraging to see.
--- Update 1/22/05 ---
The replacement mouse developed the same problem within the next two months.
Being very busy, and since the device "mostly worked", we decided to live with it for a while, including over the holidays, as I figured I had about a snowball's chance of getting through to Dell during that time.
Come mid-Januray I tried getting through, didn't wait too long (3-4 mins), but then after explaining the problem was transferred to the EPP department (because the system was bought through the Employee Purchase Program discount, for a college student).
Was sent straight through, explained the problem again, and was told I was given the wrong department- this one only did product exchanges during the first 21 days.
I think the lady heard me barely stifle a scream, and quickly offered to just refund the money for the mouse, since (her words) "We've had a lot of trouble with those mice."
So, Dell can't provide a reliable mouse with their systems, but they did do a good thing in returning its cost so we can buy one ourselves.
Not ideal service, but they did make right by the customer.
Their phone system and crazy departmental divisions could go for a serious overhaul though, and I'll wager a guess that the fact I was able to speak with American-based techs each time I called so far is keeping this review from being in the negative category- I did speak with someone in India for pre-sales questions, and just gave up on it, way too difficult to understand."
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