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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 repla

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 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.

bravetraveler 1y ago
The other poster likely presented themselves as a company, service contract and all: you presented yourself as a retail customer, thanks to Amazon They offer... what? The same insurance one might get at Boost Mobile. edit: To be fair, I haven't read your link/agree in spirit: faulty is faulty, responsibility, etc. There is a difference, though.
- kstrauser 1y ago
  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.
  - tremon 1y ago
    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 :)
    - kstrauser 1y ago
      The opportunity is rare, but wow, was that ever satisfying.
ptx 1y ago
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? [1] https://www.buffalo.edu/news/tipsheets/2024/amazon-commingling-products-expert-tipsheet.html https://www.buffalo.edu/news/tipsheets/2024/amazon-commingli...
- kstrauser 1y ago
  Maybe, but that should be between Dell and Amazon. I bought it through Dell’s store in Amazon, so Dell put their endorsement on the buying process.

bravetraveler 1y ago

The other poster likely presented themselves as a company, service contract and all: you presented yourself as a retail customer, thanks to Amazon They offer... what? The same insurance one might get at Boost Mobile. edit: To be fair, I haven't read your link/agree in spirit: faulty is faulty, responsibility, etc. There is a difference, though.

kstrauser 1y ago
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.
- tremon 1y ago
  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 :)
  - kstrauser 1y ago
    The opportunity is rare, but wow, was that ever satisfying.

ptx 1y ago

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? [1] https://www.buffalo.edu/news/tipsheets/2024/amazon-commingling-products-expert-tipsheet.html https://www.buffalo.edu/news/tipsheets/2024/amazon-commingli...

kstrauser 1y ago
Maybe, but that should be between Dell and Amazon. I bought it through Dell’s store in Amazon, so Dell put their endorsement on the buying process.