What happened is the agent is supposed to get the ridiculously long serial number (that's not the actual serial number) on the back which lists the manufacture date etc, since monitors have their own weird warranty life. Not only that there are a ton of rules that we had to keep in mind. AND when it did totally take a shit, we were not allowed to say it took a shit, we had to take the blame and just say we were too stupid to follow simple answers. It was this ancient database from when Dell first began, and then they upgraded it by just slapping a new system on top of the old, and then when they upgraded again to this god awful JAVA/Oracle based system that, you guessed it, sat on top of the other two, it did more breaking then actually running. (in fact, I'm willing to bet this is what happened). On about a monthly basis the ENTIRE system would go down, so we'd have to use pen and paper to write down all the facts and wait until the system came up to put it all in. You have every right to be upset but unfortunately any frustration you express will go straight on the head of the person who "owns" your case, and not the million things that are completely out of their control that are so convoluted and so horribly put together that it's broken on a more than regular basis. I really should have gotten therapy to deal with the PTSD that resulted from that.
#Rest of my days pro#
I worked at Dell for nearly 2 years in pro support. My email torrent stopped at 512 emails, and now I'm waiting see if I get a monitor. It's worth noting that all 500ish emails did have the right address. We chat again and they say they fixed it. To a non-existent address in a town 40 miles south. Later, now around 500 emails in I get that email. I respond that I hope I'll see it among the hundreds I already have. It's "in progress and I'll get an email". I chat again and politely ask for a status update. More are coming in, two every two minutes. Morning comes and my inbox has an identical 300 emails from Dell denying the change. They want me to complete a Change of Ownership. Then I get an email stating my claim is rejected and they need a pic with today's date and time, my name, the back of the monitor, and the invoice all on one pic.
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