Thanks. We will submit your feedback concerning our messaging to management.
I have a request in for the repair of my laptop. It is currently down and fully covered under warranty. I had no problem calling the support team and they agreed with my diagnosis of the problem and have ordered the needed part to fix it.  The test and diagnostic process seemed right on target for resolving this. The agent set me up with a service appointment a couple of days later to install the new part. Apparently the part is on back order and not in stock nearby. I waited all day and got no phone call or anyone to fix the system. I called them and then learned the part was not in the area yet. So I e-mailed the agent for a service appointment update so I would know when I needed to be available. I got what appears to be a canned message saying not to worry. "You will be contacted on the day of your service call to schedule a time with the service provider." The next paragraph went on to explain "You can also reschedule or cancel your service appointment once scheduled if prior to midnight local time on the day before your scheduled service appointment." How would I know it is the "the day before your scheduled service appointment" if I won't know I have one till the day of from the phone call I will get to pick a time? Dell needs a way for the customer to be able to track the parts arriving so they know when the appointment can happen.
Where to send sugestions for improved Dell canned e-mails?