---
title: Dell battery recall
---

[![Screen Shot 2020-06-28 at 11.15.20 AM](https://www.kkrasnowwaterman.com/hs-fs/hubfs/Screen%20Shot%202020-06-28%20at%2011.15.20%20AM.png?width=519&name=Screen%20Shot%202020-06-28%20at%2011.15.20%20AM.png)](https://www.kkrasnowwaterman.com/)

 

# Customer Service - From Promise to Performance

## *K believes in providing the best possible customer service.  She's well known for taking on any challenge and being on-time or early with good results.  *

# Dell battery recall

Posted by [K Krasnow Waterman](https://www.kkrasnowwaterman.com/aboutcustomerservice/author/k-krasnow-waterman) on Sat, Aug 19, 2006 @ 01:08 AM

- [Tweet](https://twitter.com/share)

Can't say I'm surprised by the Dell battery recall. 

 I've had two Dells overheat.  Over the course of about a year, I had a Latitude overheat to the point that I could feel the heat through a stack of rolled up Wall Street Journals and it began to discolor the underside of my wrists.  Then, I bought an X1 which essentially fried its harddrive. 

 To its credit, between the two computers, Dell replaced a fan, a motherboard, an entire laptop, and a hard drive. 

To its discredit, customer service was a nightmare.  Having paid for "gold" tech support didn't preclude:

-         being placed on interminable hold (more than 30 minutes in some cases);

-         dealing with a “voice recognition” system that could not “hear” me using any tone except shouting;

-         technicians who didn't know the products (i.e., couldn’t agree among themselves whether the X1 has a fan or is passively cooled);

-         leaving customers in the lurch (although replacement parts are sent express for “gold” contract holders, there’s no loaner or other option when the part is out of stock);

-         the assumption that customers who had bought laptops with operating systems and software pre-installed would manage to install those items on their own when Dell replaces the hard drive or computer; and

-         foreign techs with unintelligible accents (as someone spending the year with foreign nationals, I feel particularly qualified to say that these techs could not be understood).

 Topics: [technology b2b customer service](https://www.kkrasnowwaterman.com/aboutcustomerservice/topic/technology-b2b-customer-service)

### Subscribe by Email

### Latest Posts

### Browse by Tag

- [b2b customer service technology (1)](https://www.kkrasnowwaterman.com/aboutcustomerservice/topic/b2b-customer-service-technology)
- [b2c customer service (16)](https://www.kkrasnowwaterman.com/aboutcustomerservice/topic/b2c-customer-service)
- [global outsourcing (1)](https://www.kkrasnowwaterman.com/aboutcustomerservice/topic/global-outsourcing)
- [phone support (1)](https://www.kkrasnowwaterman.com/aboutcustomerservice/topic/phone-support)
- [SLA (1)](https://www.kkrasnowwaterman.com/aboutcustomerservice/topic/sla)
- [technology b2b customer service (6)](https://www.kkrasnowwaterman.com/aboutcustomerservice/topic/technology-b2b-customer-service)
- [technology b2c customer service (8)](https://www.kkrasnowwaterman.com/aboutcustomerservice/topic/technology-b2c-customer-service)
- [web host (1)](https://www.kkrasnowwaterman.com/aboutcustomerservice/topic/web-host)

Copyright © 2007 [Login](https://www.kkrasnowwaterman.com/Login.aspx)