A couple of weeks ago I went and got my dell ink cartridges refilled at Cartridge World(which is a great company that provides a great service). I love this company because they are friendly, helpful, and they provide an environmentally friendly and more importantly a cheaper service than just buying new cartridges.(you save 50%)
Anyway my piece of crap dell printer would not recognize that the cartridges were in fact full, and long story short I attempted to address this with an online chat session with a dell techie that ended up abandoning me after I waited around for an hour and 7 minutes. Here is the transcript from the last part of the chat log.
10/23/2008 12:05:35PM
Agent (Pro Support Heather Wray): "Just a moment, while I get you over to the correct folks, David."
10/23/2008 12:05:43PM
Session Transferred to Queue (US.Consumer.TS.EA.Printer)
10/23/2008 01:12:24PM
Session Ended
THen I decided to get somebody on the phone and for the next hour they transfered me to 5 different departments and asked me for my service tag 5 different times before I got to some ding dong in India that told me that I have to buy a new 60 dollar cartridge from dell if I want my printer to work and their is nothing they can do to help me.
Absolutely unbelievable!!! I am going to enjoy watching this horrible company die a slow death and get their lunch eaten by Apple, HP, Toshiba you name it.
If any body ever wants to write a case study for MBA students on what not to do if you want to stay in business DELL is the perfect example.
5 comments:
stache's
Cartridge World has a warranty on thier refill service. I would think (a great company that provides a great service) would know that the chip on the cartridge would not reset just because you put more ink in it.
Dell does not recommend the use of third party inks or inkjet cartridge refill kits. Genuine Dell inks and cartridges are perfectly matched to the printing system. Using genuine Dell ink and cartridges ensures that every document produced is of the highest possible print quality, providing long-term dependable service from your Dell printer. Dell cannot assure the excellent print quality and reliability of its inkjet cartridges after a cartridge has been refilled. Using incompatible inks in an attempt to extend the life of a genuine Dell cartridge beyond its recommended usage can cause failures in several different areas of the printer. Inkjet cartridge and printer failures caused by refilling or a third party ink is not covered by your Dell printer warranty, extended warranty or service.
There are multiple problems here. The first is the absolutely shamefull customer service that your company provides. It should have taken 2 minutes in the chat session to tell me what you outline in this comment. Instead I got abandoned in my chat session only to get bounced around to 5 different departmets on the phone only to be told by somebody who barely speaks english that DELL intentionally makes cartridges that can't be refilled so that the suckers like me who buy a dell printer are forced to pay absurd prices to get cartridges that work. So not only does dell gouge me on purpose but they force me to do be environmentally irresponsible.
Cartridge World has already given me a complete refund which is what you company should do for selling me a hunk of crap that is intentionally designed to empty my pockets.
I'm sorry you feel that the support you received was not up to par. We work very hard to try and make support as painless as possible.
All printer manufacturers that I am aware of have basically the same policy concerning refilling cartridges that Dell does. Here is an example. http://news.zdnet.com/2100-9595_22-142017.html
If you search the web you can find an unlimited amount of people discussing this about all venders and a lot of stories about refills and ruined printers.
I really very frankly tell you,no one is worst.sometime,we face problem related to printer in every brand company printer.its meaning is not that it is worst.i also using it.i really feel it is a good for printing.
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S
amsung 2010 Toner
It's been awhile since someone said something here, but after doing a google search and stumbling across this post, I feel the need to sum up the 2 users who posted.
"Whaa." You had a printer problem and OMG you didn't go back to the company that filled your cartridge, you decided to contact Dell who is first and foremost going to blame the cartridges filled by some 3rd party company. It's not like they brag up using 3rd party companies to save you money or something, nor are they credible for you putting your faith in another source to obtain replacements for your ink cartridges.
But.. in all honesty 'you' decided to wait on chat for over an hour.. Dell didn't promise you cake to stay online to speak to a technician and then just randomly end the session. I don't care how busy a company is, I make it a point to wait 5-10 mins and then try again later. I've never had to wait longer than that for a support agent over chat.
I don't see a reason for you needing to drag Dell through the mud beings this same issue may have happened with any printer from any of the lunch-eating companies you listed. Anywho.. cheers and Happy V Day! :p
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