The same Dell sold me a new monitor through their Amazon store, and when it broke a few months later — as that model became infamous for — Dell refused to replace it because their inventory system claimed I wasn’t the first owner: https://honeypot.net/2021/02/19/dell-doesnt-honor.html
Funny how experiences with the same company can be so drastically different. You got white glove service. I got service so bad that I used my veto power to keep an employer from ever spending a single penny with them.
Oh, sure. They’re not going to fly someone out to fix a retail customer’s monitor. I get that and would never expect that level of service.
And yet, they doubled down hard on refusing to replace my defective 6 month old, still under warranty, screen. Amazon was the hero in this story. They listened to my story and gave me a refund, which I spent with a different brand.
It felt wonderful explaining to their enterprise rep why we were rejecting their bid and going with a different vendor.
Ah yes. I've also had the joy of telling off a professional account manager because of piss-poor consumer support (in my case, it was DHL). It's a great feeling :)
Could this be because of Amazon's "commingling" [1], where they throw products ordered from different stores all in one big pile, mixing the counterfeits with the real ones?
Funny how experiences with the same company can be so drastically different. You got white glove service. I got service so bad that I used my veto power to keep an employer from ever spending a single penny with them.