I have just received the 2nd power adapter in Dell's attempts to address a failed power adapter under a warranty for a 1 year old Laptop precision M4700.
The first adapter was non-functional; in fact, it had the same problem as the one being replaced (would power laptop, but not charge battery; battery charge light on laptop lights for a second, but then goes out).
2nd adapter has a damaged plug which appears smashed and will not plug into the laptop. I had specifically requested that the 2nd adapter be tested before it was sent. If it was damaged by shipper, package didn't show any evidence of transit damage. I can only assume damaged from Dell and untested, in spite of request.
The larger point to be made here is customer service and basic quality assurance. There is no way to contact anyone at Dell regarding any problems which are not being addressed through the normal channels. I assume there are executives who are held accountable for performance of Dell in these areas, but there is no evidence of that management or accountability.
I continue to deal with offshore call-centers and language difficulties to try to get a simple response to an item clearly under warranty.
As a Dell customer, we have spent 10's of thousands of dollars with Dell. I'd like to think that might get some kind of attention from someone.
Who is in charge of customer satisfaction? Why are they hiding behind a fortress of call centers and other impediments to engaging customers that are not being dissatisfied by the systems and personnel that are supposed be doing this job?
Don't answer, Dell. It's merely a rhetorical question.
