Today's representative was no exception. I get the impression she didn't understand most of what I typed. I asked whether the battery was shipping with the laptop or separately, and she informed me the laptop would arrive tomorrow. I rephrased my question and she listed the parts that Dell had replaced. The battery was on the list, but the hard drive was NOT. This was counter to what the last representative had told me (they'd said the hard drive was damaged and all of my data lost, and I had a long and frustrating exchange with a different agent about whether or not I could get them to send me the bad part so a techie friend could try to recover my data). I informed today's representative of that and she said not to worry, that the computer had been tested and was now in working order. I point-blank asked if my hard drive was replaced. She said no. Okay! Great! Then I asked about the cost of the battery and she said there was no charge because it was covered by the warranty. If that is the case it's terrific news, but two different reps had previously told me that was NOT the case.
I am very confused. I don't know whether I should add that $160 back to my checkbook or not, I'm not sure if my data is lost or not, I don't understand what is going on with the battery/warranty situation (and if the battery IS covered I'm going to be annoyed because this is my third battery; when the first one died I paid for the second one out of pocket because, again, I was told batteries aren't covered by the warranty)...and after switching from live chat to telephone conversation I am unconvinced the representative really understood what I was even asking!
I think I'm just going to have to see what's in the box when the MFA Laptop gets home and go from there. Which is frustrating. I could rant about the outsourcing of call-center work, which in and of itself is a real negative when so many Americans need jobs, but my real issue here is that the reps I keep speaking with, while obviously knowledgable and almost excruciatingly polite, don't have an adequate grasp of the English language to help me. And that's bad all around; not only is it as useless to customers as no service at all, but I'm sure it's frustrating for the reps as well.
Bottom line? I'll be so glad when my laptop is home!
How are all of YOU?
Sent from The Precious