I purchased a refurbished Venue 11 Pro in April from a licensed reseller of manufacturer refurbished Dell products.

If the Surface Pro had the same form factor (keyboard/battery dock and desktop dock) that was available for the Venue 11 Pro, I sould have gone that route.

It had problems from the day it arrived and was replaced directly from Dell in the first week with a unit that had the exact same problems as the first. I spent the next 4 months dealing with a completely worthless product before selling it on Craigslist and buying a MacBook Air. I received my first response to my email thread in over a month, and the response was blank. Frustrated I'm sending one more scathing reply and including a link to this reddit thread.

My final reply:

--------------------------

So the first response I get regarding my issue in over a month is blank?

The idiocy of Dell's customer support really knows no bounds...

The support is as worthless as the product.

Thanks for absolutely nothing.

Please visit this reddit thread <link not yet avaialble> to see how the general public feels about your lack of customer service.

Original Message ---

From: <Secret Identity> <secret.identity@gmail.com>

Received: 7/16/14 2:41:26 PM CDT

To: US_BusOwner_OL_Chat <US_BusOwner_OL_Chat@Dell.com>

Subject: Re: Re: Re: Re: Re: Dell Inc. SR# 893170374

It was invoiced on 4-14, but it was a refurbished unit.

Can you tell me what the original manufacture date was or can you provide me with a method I can use to verify what revision motherboard I have? If that's a potential factor I would like to eliminate it as easily as possible.

As I've stated numerous times, I've updated every driver/firmware with the latest available on the support.dell.com site (the last time I checked was the weekend after the 4th of July, either on the 5th or the 6th)

Even if my unit was manufactured on a revision that fixed the issue, that doesn't mean that I'm not having problems with my Venue 11 Pro.

I've been having issues since the date of purchase, which is getting close to 3 months now. Communication from Dell has often been delayed by weeks at a time. My issue is not being treated with any sense of urgency, and the only thing done to assist was to replace one damaged unit with another unit displaying the same problems.

Is there any way I can be escalated to a support specialist or someone/some team that will treat my concern with the urgency it deserves?

I'm not going to let this go just because Dell doesn't reply for a week or two. I will continue reaching out to support until my issue is resolved to my satisfaction.

On Wed, Jul 16, 2014 at 2:24 PM, CEBg_ Bonbons_81553 <US_BusOwner_OL_Chat@dell.com> wrote:

Hi Secret,

The issues with regards to the venue 11 Pro was the systems built prior to Feb 19, 2014 and from what we can check the replacement system was Invoiced on04-14-14. You can check if there are Dell hardware driver updates that you need in order to correct your issues with the system.

Thank you for being a valued Dell client.

CEBg_ Bonbons_81553

Dell Hardware Support Case Manager

US_BusOwner_OL_Chat@dell.com

Dell Drivers/Downloads:

http://support.dell.com/support/downloads

--- Original Message ---

From: <Secret Identity> <secret.identity@gmail.com>

Received: 7/14/14 1:02:09 PM CDT

To: US_BusOwner_OL_Chat <US_BusOwner_OL_Chat@Dell.com>

Subject: Re: Re: Re: Re: Dell Inc. SR# 893170374

The motherboard wasn't replaced, the whole unit was swapped out. I'm unsure what revision my current unit is, that's why I was curious to see if maybe that would be a potential avenue toward resolution.

I've had my Venue 11 Pro for going on three months and it has not worked correctly for even a single day since I got it.

On Mon, Jul 14, 2014 at 12:50 PM, CEBg_ Bonbons_81553 <US_BusOwner_OL_Chat@dell.com> wrote:

Hi Secret,

All the A00 motherboard has been purged and was replaced with a newer version. If the motherboard was recently changed you may need to update the chipset and the bios for the system.

--- Original Message ---

From: <Secret Identity> <secret.identity@gmail.com>

Received: 7/3/14 10:47:58 AM CDT

To: US_BusOwner_OL_Chat <US_BusOwner_OL_Chat@Dell.com>

Subject: Re: Re: Re: Dell Inc. SR# 893170374

It has now been two weeks since my last update. What action should I be taking to resolve my ongoing issue with my tablet?

On Tue, Jun 24, 2014 at 4:17 PM, <Secret Identity> <secret.identity@gmail.com> wrote:

Can I please have an update on my case? It has been 5 days.

Thanks.

On Thu, Jun 19, 2014 at 8:26 PM, <Secret Identity> <secret.identity@gmail.com> wrote:

Looking over the support thread I'm going to have to ask how do I identify what revision motherboard and SSD do I have?

It seems there are many problems with the A00 motherboard and the SanDisk SSD.

How can I verify which hardware versions I have in my tablet, and if I have parts that seem to have these problems, can I get the parts replaced with ones that work correctly?

http://en.community.dell.com/support-forums/mobile-devices/f/4586/t/19535987.aspx?pi239031352=99

On Thu, Jun 19, 2014 at 8:03 PM, <Secret Identity> <secret.identity@gmail.com> wrote:

If you would have read the whole chain of emails you will see where I updated to the latest bios in early June on the unit and was still having the problems. I'm currently running A11 on the device.

On Thu, Jun 19, 2014 at 7:03 PM, CEBg_ Bonbons_81553 <US_BusOwner_OL_Chat@dell.com> wrote:

Hi Secret,

I appreciate that you are giving us feedback on how we are doing with our services.

We do apologize for the inconvenience that you are currently encountering with the system replacement. For the freezing issue with your current system you can check if the bios version of the system is A10 or higher if not please update the system BIOS. Also we have our support forums for most common issues with the Venue system located on this link:

http://en.community.dell.com/support-forums/mobile-devices/

If you have other concerns on this case, I do encourage you to correspond with me. Please simply reply to the following email address:US_BusOwner_OL_Chat@dell.com. Alternatively, you may contact Dell by chat at http://www.Dell.com/GoToChat or phone at 1-877-822-8965.

Thank you for being a valued Dell client.

CEBg_ Bonbons_81553

Dell Hardware Support Case Manager

US_BusOwner_OL_Chat@dell.com

Dell Drivers/Downloads:

http://support.dell.com/support/downloads

--- Original Message ---

From: <Secret Identity> <secret.identity@gmail.com>

Received: 6/18/14 11:34:57 PM CDT

To: US_BusOwner_OL_Chat <US_BusOwner_OL_Chat@Dell.com>

Subject: Re: Re: Dell Inc. SR# 893170374

It has been 15 days since I've heard anything. I've responded to this email three times.

I've returned the defective Venue 11 Pro, but I'm still having problems with this device.

We are two months. TWO MONTHS into the warranty for this device, and it has not worked correctly for a single day. I'm incredibly disappointed, it is completely unacceptable how I've been marginalized as a customer.

The only time anyone in customer service has bothered to listen to me is when I didn't immediately return the original defective unit.

My current tablet, service tag: 27487Z1 tablet freezes every 5-10 minutes for up to 2 minutes and is restarting 2-4 times per day with no warning (screenshot of event viewer attached)

I have well over $1,000 wrapped up in this between the tablet itself (core i5 version) the keyboard dock with battery, and the desktop dock for my monitors. Through advertisements I was promised a work environment where I could sit down at my desk with my tablet in the large docking station and work on external monitors with an external keyboard, pick it up and take it on the go as a laptop replacement with the keyboard and extended battery, and then use it as a regular tablet in meetings.

The reality is so far removed from the advertised product it makes me sick. When you compound the horrific self interested customer service I've received, it's completely unbelievable.

Due to the experience I've had with the Venue 11 Pro, I've pulled the plug on my organization's plan to spend $80,000 on a Dell backup solution for our VMWare and SQL server environments, further I'm making the suggestion that we move away from Dell systems for all of our enterprise systems.

Furthermore, I've always filed a complaint with the better business bureau on the following grounds:

1. False advertising. The workstation solution I received fell well short of expectations set by advertising.

2. Deceptive sales practices: I was supposed to receive next business day support with my device. It has been over 60 days and I still don't have a satisfactory resolution

3. Failure to honor warranty and/or guarantee

4. Failure to follow through with oral or written promises

I have the whole chain of emails documenting the time between communications and how the agreements fell short of what would be considered a reasonable expectation.

What I expect is someone to contact me by email AND by phone outlining a final solution to my problem(s). I expect to hear from Dell by 5:00pm CST Friday, June 20th. That gives you two full business days to come up with a plan of action.

All relevant details are publicly available on my blog/twitter account as well as the customer service subreddit http://www.reddit.com/r/customerservice in an attempt to shame you into action.

Thank you,

<Secret Identity>

712.209.3800

On Tue, Jun 3, 2014 at 1:26 PM, <Secret Identity> <secret.identity@gmail.com> wrote:

I did receive a phone call from a very polite and very helpful support staff member today.

He said he would be transferring my warranty to my new tablet. After I verify that has been completed I will ship out the original tablet. It should ship out tomorrow, but I might yet be able to catch it this evening.

That gentleman also said he would have someone call me back to resolve the issues I'm having with the replacement tablet. It is exhibiting the same behavior I had with the original tablet, so I'm still frustrated that I've had this device for six weeks and I've been stuck in this support nightmare the whole time, but at least I feel like my concerns are being listened to now. So thanks for that.

On Tue, Jun 3, 2014 at 12:45 AM, <Secret Identity> <secret.identity@gmail.com> wrote:

Is there anyone listening anymore?

This afternoon I received a shipping label in my email without any communication/instruction. Am I to assume that this is to return the original tablet? Is there a reason why I still haven't received any follow up?

I understand that Dell wants the tablet back, but what about adequate customer service? With all of my complaints derived from this incident, I would think that I would be receiving updates anytime there's action on the incident.

Further, the replacement tablet that I received, Service Tag: 27487Z1 still has no warranty. As I expressed in one of my earlier emails, this replacement tablet has the same error where it randomly reboots. However, I can't generate any support tickets for it because it has no warranty.

After reading several forum posts I've found that there are some settings change that can be made to alleviate some of the issues. When following those steps, I no longer have the random freezing, but I still get the frequent rebooting.

I will *not* be sending the original tablet back until my warranty is appropriately applied to the replacement.

I've gotten so frustrated with my Venue 11 Pro that I picked up a Venue 8 Pro and much prefer it. If returning my Venue 11 Pro for a full refund, I'd consider it at this point, but due to your horrific handling of my issue I'm beyond the return date.

Can you please forward this message onto your supervisor and CC me on it?

If I don't hear from anyone by 4:00pm CST on 6/3/2014 I will be publish my frustrations on the Dell facebook page, create several tweets @Dell linking to my blog, and submit an article I've written about poor technical customer service to reddit.

I want a written explanation of what's happening, in email, and a phone call if you feel a phone call is also necessary.

On Mon, Jun 2, 2014 at 1:49 PM, <Secret Identity> <secret.identity@gmail.com> wrote:

I still need a return shipping label to ship back the replaced item and to have the previous warranty applied to my new item.

This whole process has fell well short of my expectations. After I opened my first support issue I was told to wipe my drive/reset to factory defaults, I did that and the issues persisted. On second contact I was told that a technician would be out to replace my motherboard the following week (even though I have next business day support)

Two weeks go by and instead of anyone coming out, I receive a replacement tablet with no instructions on what to do with the original. I'm somewhat familiar with the process overall, so I assumed that I needed to return the original, but there was no label.

I sent numerous emails to my support contact and the manager, but I did not receive a single response. Not one until I heard from you.

Now, today I've received automated phone calls asking where the original tablet is because it hasn't been received yet. The automated call gave me no option to talk to an actual person.

I have documented dates for all my correspondence as well as the two voice mails and automated call I received asking where the tablet is.

If I don't receive satisfactory customer service from you, I'm going to be taking my entire story to every social media venue I can. Twitter, facebook, reddit, etc.

I'm a frequent Dell customer. At home I probably spend around $1,500 yearly. As an IT employee, at work I probably cycle through ~$100,000-200,000 (a dozen or so R720's, two compellents, and a DR4100 in the last year and a half) yearly professionally.

Besides this one experience, I've always been completely satisfied with Dell customer service. That satisfaction is the reason I've tried to be patient but I'm beyond fed up at this point. I want my problem dealt with as quickly as possible.

I appreciate your follow up.

Regards,

Secret

On Mon, Jun 2, 2014 at 1:34 PM, CEBg_ Bonbons_81553 <US_BusOwner_OL_Chat@dell.com> wrote:

Dear <Secret Identity>,

I'm writing to convey to you my sincere apologies for the inconvenience that service caused you pertaining to Service Request 893170374. Service Tag: 7L117Z1.

I appreciate that you are giving us feedback on how we are doing with our services. Let me assure you that what happened in your case is not typical of Dell's level of customer service. Please take note that we are taking this matter seriously and will be getting in contact with the corresponding departments. We will make sure that your feedback will be submitted to the technician's manager and rest assured that this will be taken cared of. I will go ahead and archive this case. If you need any further assistance, it can be reopened within 7 days.

If you have other concerns on this case, I do encourage you to correspond with me. Please simply reply to the following email address:US_BusOwner_OL_Chat@dell.com. Alternatively, you may contact Dell by chat at http://www.Dell.com/GoToChat or phone at 1-877-822-8965.

Thank you for being a valued Dell client.

CEBg_ Bonbons_81553

Dell Hardware Support Case Manager

US_BusOwner_OL_Chat@dell.com

Dell Drivers/Downloads:

http://support.dell.com/support/downloads

How am I doing? Please e-mail my manager with any feedback by replying to US_BusOwner_OL_Chat@dell.com; please include your Service Request Number: 893170374.

The above is an automated email response; for further assistance, please reply to the email address listed above.

--- Original Message ---

From: <Secret Identity> <secret.identity@gmail.com>

Received: 5/30/14 4:30:48 PM CDT

To: US_BusOwner_OL_Chat <US_BusOwner_OL_Chat@Dell.com>

Subject: Re: Dell Inc. SR# 893170374

The replacement is working fine. I've seen over a half a dozen emails regarding the issue.

There were no return instructions/label for the original tablet, and the service tag for the replacement has no warranty where as I had almost a year of warranty remaining on my other.

These issues need to be resolved immediately. I'm incredibly frustrated with the lack of communication.

Please review my email chain to see my complaints:

I have not heard anything in the past 5 days regarding my case. Please review the email chain regarding service case: 893170374

On Mon, May 19, 2014 at 11:21 AM, <Secret Identity> <secret.identity@gmail.com>wrote:

I'm still waiting for a reply with instructions for what to do to move forward.

1. I have no instructions on where to ship my damaged unit to

2. There is no warranty on the replacement tablet. It took roughly a month of my warranty service to get me a replacement tablet, and the one that it was replaced with does not honor the terms of the warranty that was purchased.

3. While the new tablet is not randomly rebooting, I'm getting frequent lock ups on the tablet.

After searching the forums I've found that I'm not alone with these issues. The rate that users are having issues with these devices is alarming.

Not that it is relevant to this specific support incident, but I feel like the QA, but I feel like the product was rushed to make the 2013 holiday season, and now I'm paying for it with promises of bios updates. Updates to issues that had to be discovered during testing phases, but the product was released anyway.

Furthermore, I've called Dell and ordered several monitor's since, and every time I do the sales staff is pushing these tablets on the customer like they're wonderful devices. It's irresponsible.

These various issues are bad enough on their own, but my support experience to resolve them has been the absolute worst. A replacement tablet was shipped to me with hardly any communication. The delay was 3 weeks when I have next business day (on-site) support. I feel like the only way I can reach a satisfactory conclusion is if I take my complaints to the various social media outlets and try and shout about it as loud as I can.

As both a professional and personal customer, I expect my complaints to be heard. I expect my issues to be remedied. My expectations are not being met.

-<Secret Identity>

On Fri, May 16, 2014 at 10:36 AM, <Secret Identity> <secret.identity@gmail.com>wrote:

I have not heard anything about this in some time.

In your email, you said:

"You will be receiving another email from Dell, informing you about the status of your dispatch. The email will contain instructions on how to track your shipment."

but I have not received any other emails, nor have I received a reply to my inquiry 4 days ago. Please update at your earliest convenience.

On Thu, May 8, 2014 at 11:47 PM, CEBG_Angel_221069<US_BusOwner_OL_Chat@dell.com> wrote:

Dear <Secret Identity>,

In an effort to increase your satisfaction with the support you have received, please take a moment to review the following information regarding your recent chat session on May 8, 2014 regarding Service Request # 893170374.

Dispatch # 173417191

Service Tag: 7L117Z1

In order to replace your product and in accordance with your service contract, we have set-up an "Exchange" dispatch.

You will be receiving another email from Dell, informing you about the status of your dispatch. The email will contain instructions on how to track your shipment. Additionally, please be aware of the following when receiving a product exchange:

Exchanges have longer lead times than standard dispatches and in some cases can take up to 10-15 business days to arrive.

Data backup and/or restoration is considered the responsibility of the customer. Dell will not perform this service or reimburse for it.

NOTE: Before you ship your system back to us, make sure to back up the data on the hard drive/s and any other storage device in the system. Remove any confidential, proprietary, or personal information and removable media such as floppy disks, CDs, or PC Cards. We are not responsible for any of your confidential, proprietary, or personal information; lost or corrupted data; or damaged or lost removable media.

If you need further assistance with this request, please simply reply to this email. NOTE: Please do not change the subject line.

Please include the following information in the body of the email:

1. Your preferred method of contact (email or phone if you would like us to call you back)

2. Please include your phone number and the best time of the day to call you if phone is your preferred method of contact.

3. Please include your Service Request Number.

Alternatively, you may contact Dell by chat athttp://www.Dell.com/GoToChat or phone at 1-800-822865.

Dell TechDirect | Global Portal to manage support cases and parts dispatching.

For efficient problem resolution, get started today!

Thank you for being a valued Dell client.

CEBG_Angel_221069

Dell Hardware Support

How am I doing? Please e-mail my manager atUS_BusOwner_OL_Chat@dell.com. Please include your Service Request # 893170374.

------ Please do not remove your unique tracking number! ------

<<#494597-5699125#>>

On Fri, May 30, 2014 at 4:17 PM, CEBg_ Bonbons_81553 <US_BusOwner_OL_Chat@dell.com> wrote:

Dear <Secret Identity>,

Upon reviewing my active cases, I wanted to follow up with you regarding your recent completed service Dispatch # 173417191 (System Exchange). Please let me know the status of your case so that I may take the appropriate action to assist you, or close your case if it has already been resolved. Service Tag: 7L117Z1.

We would like to check if the system replacement is working correctly or if you are still having issues so that we can address them.

In line with Dell’s mission to provide the best technical support experience to all our users, we’d like to know if your concern was properly resolved and if you were satisfied with your overall Dell experience.

If you have concerns on how your case was handled or have comments on how we could have helped you better, I do encourage you to correspond with me so I can address your concerns. Please simply reply to the following email address:US_BusOwner_OL_Chat@dell.com. Alternatively, you may contact Dell by chat at http://www.Dell.com/GoToChat or phone at 1-800-822-8965.

If we do not receive an email reply in the next 48 hours, we will consider this as confirmation that your case is resolved and close the case.

If you need further assistance with this request, please simply reply to the following email address:

US_BusOwner_OL_Chat@dell.com

Thank you for choosing Dell.

CEBg_ Bonbons_81553

Dell Hardware Support Case Manager

US_BusOwner_OL_Chat@dell.com

Dell Drivers/Downloads:

http://support.dell.com/support/downloads

How am I doing? Please e-mail my manager with any feedback by replying to US_BusOwner_OL_Chat@dell.com; please include your Service Request Number: 893170374.