Dell Customer Service Issue

BeefJerky

Okay, I realize that some of you may be chuckling to yourselves now since I've been a pretty decent advocate for Dell on this forum (despite some objections). It seems that I have now experienced the bad side of Dell that others have. At any rate, I am making this post to both vent and get feedback. Anyway, here is the situation.

I purchased a refurbished Dell Precision M6600 laptop and received it on Tuesday 12/6/11. Out of the box it had an issue where the LCD screen will randomly flicker at the lowest 3 levels, even in the BIOS. On Saturday 12/10/11, I initiated a chat session with business tech support and explained the situation. They agreed to send out some parts to repair it, but they couldn't actually put the request through since the system wasn't showing the system or warranty as registered in my name yet (first bad sign). I called customer service on Monday 12/12/11 and they were able to fix the registration/warranty issue. At that point, they were able to put through the service order, which would be scheduled for Tuesday 12/13/11 since it is a next business day service contract. However, later that night, I checked and noticed that they failed to send all the parts that they were supposed to (bad sign #2). I logged onto chat tech support again and explained the situation and they sent the remaining parts. Due to this, my service was delayed until Wednesday 12/14/11. The service tech came out on Wednesday, and replaced the LCD, motherboard and cables. The problem still remained after that, and the tech himself witnessed the issue even in the BIOS. In fact, the issue was worse and more constant on one particular level. The tech and his supervisor both suggested I request an exchange at this point, which I agreed with since it was defective out of the box and remained even after replacing all those parts.

Now, here's where it gets really absurd. I call and initiate a request for an exchange that Wednesday evening and am told I will hear something back within 48 hours. I finally receive an update on 12/20/11 telling me that my request for an exchange was denied due to "due to a limited stocks of the configuration of this computer you order from outlet." Not even saying it will take extra time, or something of that nature, just flat out denied. I called customer service once again that day and explained the situation once again and they reopened the case. I called back on Friday 12/23/2011 and was told that once again it was denied due to the same reason and that all they could offer was an RMA, and I could reorder another one if I chose to. I was told I would receive and RMA number today (Monday 12/26/11), which hasn't happened yet. I also requested that they send RMA's for the docking station and bluetooth card that I purchased when they send the RMA information.

To say I am frustrated is an understatement at this point. I certainly don't want to be without a computer while waiting on a credit before buying another one, and I also do not want two large charges from Dell on my credit card while waiting for the credit. These are really the only two options that Dell is giving me at this point. Neither of these are acceptable options at this point, considering it was defective out of the box and a repair attempt was already made with major parts replaced.

At any rate, I went ahead and submitted a request using Dell's "Unresolved Customer Service Issues" online form on Friday 12/23/2011, which was recommended by others. They say it will take up to 4 business to respond, so that would be Thursday 12/29/11. I suppose I will wait until then and see what happens. If they finally decide to go through with an exchange, fine. If not (or if I don't hear back from them), I plan on getting RMA's for the laptop, docking station and bluetooth card and sending it all back.

At this point, I am ready to be done with this whole mess and am prepared to take my business elsewhere (probably Lenovo). I suppose I could continue pursuing this with corporate, but I just don't want to deal with it anymore.

What do ya'll think?

VR3

Dell's CS just plain sucks...

BlueFox

It really does not matter who you do business with. Everybody has equipment that is defective, and there will always be the case that falls through the cracks. Usually, it is somebody else with the horror story. This time it is you. I can give you an equal horror story with Sony's Laredo repair center trying to get a 3 week old ES DVD player repaired. I had a Lenovo laptop for work that went bad after a couple of years. I am using the Dell laptop replacement right now. My home desktop is a 5 year old Dell and so far it has been okay.

BeefJerky

BlueFox wrote: »

It really does not matter who you do business with. Everybody has equipment that is defective, and there will always be the case that falls through the cracks. Usually, it is somebody else with the horror story. This time it is you. I can give you an equal horror story with Sony's Laredo repair center trying to get a 3 week old ES DVD player repaired. I had a Lenovo laptop for work that went bad after a couple of years. I am using the Dell laptop replacement right now. My home desktop is a 5 year old Dell and so far it has been okay.

Oh, I understand their are always going to be defective products; that is not the problem. The problem is the horrendous customer service I am receiving while trying to get (what should be) a simple exchange. I even let them attempt to repair it once and that failed miserably. I think I've been more than patient and understanding with this situation.

In addition, this is my third Dell business laptop, and this is the first major problem I've experienced. Nonetheless, I'm prepared to take my business elsewhere and let my wallet do the talking. I simply shouldn't have to put up with all this for a system that is defective straight out of the box.

DMara

It's bad for both sides, you losing time and a good deal and they losing plenty of money due to one defective item (rma, sending parts and a tech to your site, getting the defective item back, etc.) as well as a potential future loyal customer. The best way should have been for them to send a replacement out quickly, and Dell did do that for a lot of clients. In fact one of my friends was sent a regular Dell laptop of wrong specs, one phone call and they sent her an Alienware with all kinds of bell and whistle which went above and beyond what she ordered. You can tell how happy she was with them. Unfortunately no business can make all customers happy, that was why other competitors could survive :biggrin:

cokewithvanilla

Vr3MxStyler2k3 wrote: »

Dell's CS just plain sucks...

Never had an issue with Dell next day business support. I have many dell computers and every time I need a part, they give me MORE than I need... next day. You just have to know what to say. I use the online chat. I don't say "my monitor is flickering" or whatever, I simply say "My monitor isn't working", they ask a few questions, which I give the proper answers to, and I have a monitor and monitor ASSEMBLY next day.

Now, I've never had something as high end as the Precision.... usually latitudes.

BeefJerky

cokewithvanilla wrote: »

Never had an issue with Dell next day business support. I have many dell computers and every time I need a part, they give me MORE than I need... next day. You just have to know what to say. I use the online chat. I don't say "my monitor is flickering" or whatever, I simply say "My monitor isn't working", they ask a few questions, which I give the proper answers to, and I have a monitor and monitor ASSEMBLY next day.

Now, I've never had something as high end as the Precision.... usually latitudes.

They had no problem admitting there was an issue with the system, and they sent out parts and a tech (which didn't fix the problem). They also admit there is still an issue. The problem lies in getting it resolved, as they are essentially stonewalling me. Simply put, if they won't exchange it, and decide they won't issue an RMA number either (which wouldn't surprise me at this point), I'll begin a dispute with my credit card company. I haven't paid that amount yet (nor is it due yet), and I don't plan to until I can get this resolved. Hopefully, it won't get that far, but after all this I'm prepared for the worst.

cokewithvanilla

BeefJerky wrote: »

They had no problem admitting there was an issue with the system, and they sent out parts and a tech (which didn't fix the problem). They also admit there is still an issue. The problem lies in getting it resolved, as they are essentially stonewalling me. Simply put, if they won't exchange it, and decide they won't issue an RMA number either (which wouldn't surprise me at this point), I'll begin a dispute with my credit card company. I haven't paid that amount yet (nor is it due yet), and I don't plan to until I can get this resolved. Hopefully, it won't get that far, but after all this I'm prepared for the worst.

Well, one of the parts has to be causing the problem. There's really no need for an exchange. If they've replaced the screen/assembly/cable, try the motherboard. You can get the problem resolved w/o an exchange

Sherardp

Decent computers but yes CS sucks a$$. I had to deal with them before in regards to an early HDD failure on my field XPS model. Eventually they sent parts to replace, but like you I had to jump through hoops to get it done. Request a refund.

Syndil

To be fair, I have badmouthed Dell on these forums for problems with their computers (laptop LCD panels specifically), but I have never had that kind of problem with their CS. Honestly it surprises me. I am wondering if perhaps there is a different CS department for their refurbs.

BeefJerky

cokewithvanilla wrote: »

Well, one of the parts has to be causing the problem. There's really no need for an exchange. If they've replaced the screen/assembly/cable, try the motherboard. You can get the problem resolved w/o an exchange

As I said in my original post, they have already replaced the motherboard. In addition, the exchange was recommended by the tech who worked on the computer as well as his supervisor; it wasn't even my idea. Besides, if this was something that happened later on down the road that would be one thing, but this is something that occurred out of the box. I still don't believe that an exchange is asking too much, but thank you for your input.

Syndil wrote: »

To be fair, I have badmouthed Dell on these forums for problems with their computers (laptop LCD panels specifically), but I have never had that kind of problem with their CS. Honestly it surprises me. I am wondering if perhaps there is a different CS department for their refurbs.

It's the same department. However, their CS is completely different from their tech support departments. I've dealt with their business tech support before and had good luck.

decal

NEWS FLASH............ Any company's customer service can turn bad at any time. It's just human nature.

BeefJerky

decal wrote: »

NEWS FLASH............ Any company's customer service can turn bad at any time. It's just human nature.

Agreed. Many people have said their customer service used to be much better, and I am inclined to agree. Thankfully there are other companies out that will sell me a laptop in exchange for my money. This is a prime example of why competition is a good thing!

EDIT: I've started looking at alternatives, and it looks like Lenovo might not work for me. They have no 17/17.3" models that support a true docking solution. This is unfortunate, but I don't want to go back to a smaller screen, and I can't live without a dock. I'm thinking of looking at Toshiba. Any other suggestions?

BeefJerky

Well, it seems that I am more of a niche customer than I thought I was. Here are the companies that I have looked at:
Apple - no current models support "proper" docking stations
Toshiba - no current models support docking stations
Acer - no current models support docking stations
Asus - no current model support docking stations
Lenovo - only 15.3" models support docking stations, no 17.3" models support them
HP - HP EliteBook 8760w Mobile Workstation is 17.3" and has support for a docking station

I absolutely need a proper docking solution, so that rules out Apple, Toshiba, Acer and Asus. I really like having a 17/17.3" screen, but I'm not completely against going to a 15.3" screen. Therefore, Lenovo is still up in the air. HP meets my needs, but truthfully, I don't know how their quality is. I've heard some mixed reviews about their lower-end consumer models, but this is a business model. I know their ProLiant servers are great, so I would hope that would carry over to their business model laptops.

Obviously, I don't know yet whether I will have to go this route, but I figure it's better to be prepared.

Any comments/thoughts on HP's EliteBook laptops? Any comments on forgoing the 17.3" HP in favor of a 15.3" Lenovo?

BeefJerky

Nevermind on the HP. A little more research told me that it doesn't support nVidia's Optimus technology. It's amazing that a current-model Sandy Bridge notebook with nVidia graphics wouldn't, but I guess that's HP for you. The difference in battery life is just too drastic to give that up. For example, when surfing the internet on wireless with Optimus enabled I can get around 5.5-6 hours. Without Optimus, it would be around 2-2.5 hours. If watching a hi-def movie, I could get around 4 hours with Optimus on and around 2 hours with it off.

I'd rather drop down to a 15.3" Lenovo than give up Optimus, so I guess that decision is made. It would be nice if there was a 17.3" Lenovo that had docking station support, but I guess I can't have it all. :cheesygrin:

Syndil

I think Lenovo has taken the stance that a 17.3" laptop is not going to be a business laptop, so the only 17.3" model they have is part of their consumer line--so of course no docking station.

As long as you're considering 15.6" laptops, HP's Elitebooks of that size with AMD HD 3000 series GPUs support switchable graphics. I have an older 14.1" HP Elitebook 6930p that's still kicking, and its lived through all kinds of abuse from baggage handlers and TSA. Build quality is very good. The stainless finish on it is just a stuck-on veneer which I find kind of cheesy, but that's just how HP does things. I guess it's prettier than the black monoliths that Lenovo makes, but whatever. I like my monoliths.

sucks2beme

I've been running a couple of last generation Dell notebooks just because of the docks.
My desk is set up with a short riser in the center of the L just high enough to get a couple
of docks underneath and puts the monitors at the right height. I don't know why most
dropped dock support other than to keep cost low.

BeefJerky

Syndil wrote: »

I think Lenovo has taken the stance that a 17.3" laptop is not going to be a business laptop, so the only 17.3" model they have is part of their consumer line--so of course no docking station.

I think that's unfortunate, and also missing a higher end market segment - CAD/CAM/3D rendering. This is the segment that Dell aims their 17.3" laptops at, and they seem to sell quite well.

As long as you're considering 15.6" laptops, HP's Elitebooks of that size with AMD HD 3000 series GPUs support switchable graphics. I have an older 14.1" HP Elitebook 6930p that's still kicking, and its lived through all kinds of abuse from baggage handlers and TSA. Build quality is very good. The stainless finish on it is just a stuck-on veneer which I find kind of cheesy, but that's just how HP does things. I guess it's prettier than the black monoliths that Lenovo makes, but whatever. I like my monoliths.

Is the AMD solution automatic switching like Optimus, or does it require manual switching?

sucks2beme wrote: »

I've been running a couple of last generation Dell notebooks just because of the docks.
My desk is set up with a short riser in the center of the L just high enough to get a couple
of docks underneath and puts the monitors at the right height. I don't know why most
dropped dock support other than to keep cost low.

I don't either, but it is ashame in my opinion.

BlueFox

I use a dock at work simply because it lets me lock the laptop to the dock. Before the dock I used it like I do at home. I plug an external monitor, USB keyboard, and USB mouse into the laptop, and now it is a PC, but I now have 2 monitors, 2 keyboards, and 2 mice to use.

Syndil

BeefJerky wrote: »

I think that's unfortunate, and also missing a higher end market segment - CAD/CAM/3D rendering. This is the segment that Dell aims their 17.3" laptops at, and they seem to sell quite well.

There are of course still users that demand high-end 17.3" mobile workstations, but I think it is becoming a smaller and smaller niche, and one where the highest demand comes from gamers, not businesses. I think that's why you're finding what you're finding. Dell still has machines of this caliber set up for business use (docking stations, etc.), but my intuition causes me to doubt that they sell very many. If demand for this type of machine wasn't declining, other manufacturers would not be abandoning it.

Speaking from my own experience, the trend I have noticed is that businesses are going for smaller machines, not bigger. I sell more 14.1" laptops than anything else, whereas a few years ago it was mostly 15.6". If they need a bigger screen, they can plug one in when they get where they are going. As cheap as LCD screens are, there is very little reason to lug one around with a larger one built in. The number one reason I get requests for larger laptops are for the keyboards with number pads, and you can find those in 15.6".

As for the AMD switchable graphics, I have no firsthand experience with it, but from what I have learned through reading it is customizable per power scheme and per application, although there was a specific limitation concerning OpenGL with the AMD. Switching had to be disabled completely in order to get an OpenGL application to run on the dedicated GPU, however I expect that this is something that will be fixed via a driver update. Here's a fairly recent article comparing the two technologies:

http://www.notebookcheck.net/AMD-Dynamic-Switchable-Graphics-vs-Nvidia-Optimus.64378.0.html

The gist I got from the article is that Nvidia's switchable solution is clearly the more mature technology at the moment, but both are still fairly new with much room for improvement. Personally I think it's too early in the race to declare a winner, so I would not be dissuaded from the AMD. I suspect that after a few driver updates from both they will have all the bugs out and either solution will be satisfactory.

BeefJerky

Syndil wrote: »

There are of course still users that demand high-end 17.3" mobile workstations, but I think it is becoming a smaller and smaller niche, and one where the highest demand comes from gamers, not businesses. I think that's why you're finding what you're finding. Dell still has machines of this caliber set up for business use (docking stations, etc.), but my intuition causes me to doubt that they sell very many. If demand for this type of machine wasn't declining, other manufacturers would not be abandoning it.

I think you are correct about gamers being the highest demand for the larger laptops. I suspect that the need for CAD/CAM/3D use for laptops is (and always has been) a smaller niche market; it isn't even what I really use it for. My use is as a desktop replacement, meaning it's my primary workstation. Therefore, I need something that is high performance, including graphics-wise (for the occasional game).

Because it's my primary PC, I also require a proper docking station. I have a total of 9 wires (power, VGA, HDMI (for audio), analog audio (for use with wireless audio sender), KVM, USB hub, USB printer, eSATA, ethernet)that I would have to unhook/hook-up each time I take it or bring it back; that's just more than I want to deal with.

I would find it hard to go back to a 15.6" screen, as it really seems tiny to me now. It is also nice that both the laptop screen and my 52" LCD at home run at the same 1920x1080p resolution; it's easier to keep my desktop organized that way. However, I would compromise on the screen size before I'd give up the docking station. Hopefully, manufacturers won't stop supporting larger screens with docking stations altogether in the future. Right now, Dell and HP seem to be only ones who still do. However, those two companies probably increased their sales on those niche models when the other manufacturers decided to stop making them.

Speaking from my own experience, the trend I have noticed is that businesses are going for smaller machines, not bigger. I sell more 14.1" laptops than anything else, whereas a few years ago it was mostly 15.6". If they need a bigger screen, they can plug one in when they get where they are going. As cheap as LCD screens are, there is very little reason to lug one around with a larger one built in. The number one reason I get requests for larger laptops are for the keyboards with number pads, and you can find those in 15.6".

I could handle a 15.6", but there is no way I would go back to a 14.1" screen. In my case, I can only really use the bigger screen at home. At work, I don't have the option of using a larger external LCD; not to mention cases where I'm using it on a plane or in a public space.

I do love that manufacturers have realized the benefits of a laptop keyboard with number pad. Even my prior 17" laptop (Dell M6300) didn't have one, so this is my first one with one. It is extremely convenient to have it when typing in any sort of numbers, even on a simple web form.

As for the AMD switchable graphics, I have no firsthand experience with it, but from what I have learned through reading it is customizable per power scheme and per application, although there was a specific limitation concerning OpenGL with the AMD. Switching had to be disabled completely in order to get an OpenGL application to run on the dedicated GPU, however I expect that this is something that will be fixed via a driver update. Here's a fairly recent article comparing the two technologies:

http://www.notebookcheck.net/AMD-Dynamic-Switchable-Graphics-vs-Nvidia-Optimus.64378.0.html

The gist I got from the article is that Nvidia's switchable solution is clearly the more mature technology at the moment, but both are still fairly new with much room for improvement. Personally I think it's too early in the race to declare a winner, so I would not be dissuaded from the AMD. I suspect that after a few driver updates from both they will have all the bugs out and either solution will be satisfactory.

I'll have to look further into that; thanks.

BeefJerky

Well, that was...odd.

So, I just received a call from the customer service rep I've been dealing with regarding the exchange. He starts off by asking if I received his email. I ask him to clarify, just in case there was one that I didn't receive or missed. He confirms that he's referring to the one where he states that an exchange was unavailable; I confirm that I had received it. He then asks if I want to go through with returning the system, so I state that I do. I say that it's still a defective system, so I don't intend on keeping it; I also tell him I will be wanting an RMA for the docking station and bluetooth card. He then says, "well, I was going to try submitting another exchange request for you" (not exactly his words, but close enough). So, I ask the ultimate question: what are the chances of having this one go through. He says he "hopes it will." Not exactly reassuring, but I figure I'll give it one more chance.

It just seems odd the particular point at which he choose to say he was going to try submitting another request; that being after I affirm my intention of returning the system. Maybe you had to be there to really get why I think it was so bizarre...or maybe it's just me.

dorokusai

I hate Dell computers, and worked on many since they are typical work issue types. It's an awful company and an even worse computer. The D6xx series puts me in a shame spiral whenever I see that form factor. I'd never recommend them in any way shape or form, even to an enemy. Whew...I feel much better now.

Syndil

Just for the sake of conversation, when I go on a service call, the only machine I take with me is a 12" Lenovo x120e, and 9 times out of 10 I never bother to take it out of the car with me. I use Google Apps as my hosting/cloud solution, so just about any computer with Internet access can get me to my email and documents. There is very little reason for me to need my own laptop. I only really need it when the location I am going to has lost Internet access, or if they do not have one free for me to use (which is rare). Maybe something to consider, but maybe not applicable to you.

dudeinaroom

Personally I wouldn't buy anything AMD, but that's me. I had built an intel machine in '04 and an AMD machine in '07. Same speed processor(2.4GHZ), but as amd rated it as being the equivalent of a 4.0. My old system would run circles around it weather multi-tasking or running games. Both ran xp. The older one had 512 mb of ram and a geforce 5600 agp 8x w/128mb of ram, while the AMD machine had a gig of ram and a Geforce 7800 gt PCIE 16x with twice the ram. Switching between 2 apps on the Amd would take a second, where the intell machine I could have explorer and firefox running and 8 other things going and it would switch from one to the ether as quick as I could click on it. That was my first AMD build and was my last! So in a nut shell stick with Intell.

BeefJerky

Syndil wrote: »

Just for the sake of conversation, when I go on a service call, the only machine I take with me is a 12" Lenovo x120e, and 9 times out of 10 I never bother to take it out of the car with me. I use Google Apps as my hosting/cloud solution, so just about any computer with Internet access can get me to my email and documents. There is very little reason for me to need my own laptop. I only really need it when the location I am going to has lost Internet access, or if they do not have one free for me to use (which is rare). Maybe something to consider, but maybe not applicable to you.

Well, I'm don't actually do IT anymore, though I used to. Honestly, I just got tired of it, and didn't even enjoy dealing with computers as a hobby anymore. I completely switched careers and couldn't be happier with the decision. At any rate, this means when I bring my laptop somewhere (including work), it's for personal use, not business use. This also means that I am not provided an LCD to hook it to, nor do I always have the space for one; the 17.3" screen is great to have in these cases. As I said though, I do use it as my main computer via docking station at home, so I need it to be powerful as well.

dudeinaroom wrote: »

Personally I wouldn't buy anything AMD, but that's me. I had built an intel machine in '04 and an AMD machine in '07. Same speed processor(2.4GHZ), but as amd rated it as being the equivalent of a 4.0. My old system would run circles around it weather multi-tasking or running games. Both ran xp. The older one had 512 mb of ram and a geforce 5600 agp 8x w/128mb of ram, while the AMD machine had a gig of ram and a Geforce 7800 gt PCIE 16x with twice the ram. Switching between 2 apps on the Amd would take a second, where the intell machine I could have explorer and firefox running and 8 other things going and it would switch from one to the ether as quick as I could click on it. That was my first AMD build and was my last! So in a nut shell stick with Intell.

My experience was different. I admit that K6-2's weren't all that, but the Athlon and AthlonXP's performed great. However, I did have issues with two different Asus boards with an AthlonXP. I had two in a row die in less than a year - one with no power, and one that just turned on to a black screen. I got an Abit after that, and that board is still going strong at a friend's house. I miss Abit...

BeefJerky

Well, I figured I would update this thread. Basically, I am still in limbo.

As mentioned earlier, on the morning of Thursday 12/29/2011, I received a call from the customer service rep I was dealing with and he initiated another exchange request. On Monday 1/2/2012, I received an email from another customer service rep informing me that they were still looking into it and that my original rep was out of the office until the next day. Well, the next morning I look up the status of the service request number online and see that it is closed, and someone supposedly called me at 10:02am my time. I can say with certainty that I did not receive any phone call from anyone at Dell - there were no missed calls and no voice mail left.

Once I realize all this, I call the number and extension for the rep I've been dealing with and leave a detailed voice message regarding this and asking him to call me back. After not receiving a call two days later from him, I then call his supervisor (on Thursday 1/5/2012) and leave a detailed voice message regarding the situation. Well, as of now, I still haven't received a phone call back from anyone. I will wait until Monday morning before I do anything further, as this will give his supervisor a full two business days to return my call.

I think this part is turning out to be the most frustrating for me. I may not have been happy with their earlier responses, but at least there was some communication involved. I am now trying to figure out what to do if I don't hear back from either the original rep or his supervisor by Monday. I will probably try calling the general customer service, but the last time I tried that they weren't helpful at all as they weren't "the case owners." Any ideas???

Syndil

You could always bring the BBB in on it. That usually gets results.

BeefJerky

Syndil wrote: »

You could always bring the BBB in on it. That usually gets results.

That's an option I've thought about, along with these:
1) Email corporate with detailed information on the case (michael_dell@dell.com and/or michael@dell.com)
-or-
2) File a dispute with my credit card company - I haven't paid this yet (not due quite yet), and BoA is probably big enough to create some leverage to get things corrected (or simply get my money back)

BeefJerky

Well, I finally have some good news to share regarding this. After not hearing back from either the customer service rep or his supervisor this morning, I sent a detailed email to Micheal Dell's email address, as well as other executives. This was sent out at 8:14am and I received a call from the Executive Customer Support Team at 12:17pm. The woman I spoke to apologized for the issues I faced and was able to find a replacement system for me. They were also nice enough to throw in a couple of upgrades for my troubles (quad-core i7 instead of dual-core i7, 16GB RAM instead of 8GB RAM). I was hesitant to update this thread until I was sure it would go through, but I already received an order number for the replacement. I'm not happy I had to go through all this, but I am happy with the end result. I just wish the regular customer service agents could be as helpful and professional as the executive agents.

evhudsons

When a company gets too big with too many different departments, what was intended to streamline then becomes the problem when each department is removed from communication with another. Most everyone in customer service is scripted on what to say or do, and don't have much recourse to help, and it's inherent that they don't want unhappy customers going over their head. It is that way in all big companies unless they reorganize which is expensive and hard to do. Hence outsourcing job issues. A lot of folks that say they are with "x" company but really they are a subbed out company.

I experienced the same problems in the Navy. The blame goes to the guys high up who are supposed to be in charge. It's fun to blame the President, because he's (or she one day) the boss. I'm not being political in that statement, just pointing out the job position.

I just had a great experience with Directv, but they also had these same issues. I'm glad you finally got what is fair, but it sucks you had to put so much time, work and frustration in doing it. It's supposed to be the other way around.