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Dell's customer service sucks!
To whom it may concern:
Let me start off by saying I have been a loyal Dell customer for many years, and until recently I have had no compaints with your company. But this all changed in the last couple of days I ordered a video card from Dell on 12/3/08 and it quit working on 12/30/08 so I figured I could call Dell and get the card returned for another one. So I called Dell on 1/1/09 and was transfered between departments at least 10 times and put on hold for an hour, so at this point I was to frustrated to continue and decided to call back the following day. So the next day I called Dell customer support and was once again transfered between departments numerous times and finally I was put on hold for over an hour. Please all that I want to do is return this card and get my money back. At this point I will be telling everyone I come in contact with to not buy from Dell until they decide to change the way they treat the people who support them.
Let me start off by saying I have been a loyal Dell customer for many years, and until recently I have had no compaints with your company. But this all changed in the last couple of days I ordered a video card from Dell on 12/3/08 and it quit working on 12/30/08 so I figured I could call Dell and get the card returned for another one. So I called Dell on 1/1/09 and was transfered between departments at least 10 times and put on hold for an hour, so at this point I was to frustrated to continue and decided to call back the following day. So the next day I called Dell customer support and was once again transfered between departments numerous times and finally I was put on hold for over an hour. Please all that I want to do is return this card and get my money back. At this point I will be telling everyone I come in contact with to not buy from Dell until they decide to change the way they treat the people who support them.
I’m frustrated
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Inappropriate?I originally liked the way they had switched to online chat customer service because you can't type with an accent (although I came across a supervisor called Kanika yesterday who couldn't type either). We have an older Dell with ME that I've actually had little trouble with, but this high-end workshorse Inspiron has that three major problems in the year I've owned it, the most recent being a complete hard drive corruption. I can't say they are not polite, but they obviously have no idea what they're doing when it comes to either tech management (we had to send in a photo of a small ding in the case and they tried to reneg on the promise of a new hard drive because I had obviously beaten the case with a hammer and that was the problem. Was the ding anywhere near the hard drive compartment? Nope.) I have asked several people now for an email or a hard address that I could write to just to express my concerns (they agreed to replace the hard drive but I've now gotten two shipments of the little screws that hold it in, but no drive and no discs). I rarely feel this strongly about a company but I have to agree with the above comment that I hope they go under. You'd think problems with the company would make them want to have *better* CS, not people that make promises the company can't keep, blow you off, and try to tell you that something that should not logically void your warranty voids it. I'd be a millionaire if I had a dollar for every minute I've spent in a chat with them in the last week. I run a small business and we always make restitution to unhappy customers. At this point I feel they should be coughing up a new computer not stalling me with a song and dance about "warehouse issues." If Obama can intervene in the management of big motor companies, why can't he do something with Dell? Oh, maybe because their CS has been outsourced to another country so that it's taken away jobs from Americans who needed the work and could actually have performed it competently.
I’m wanting to tear my hair out
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This solves the problem
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I'm right there with you Karen!! We have a brand new Studio XPS less than a month old and I've logged over 15 calls to Tech Support and Customer Care. No one has permanently resolved the problems even after they had us re-install the OS. Every call starts over from square one. So frustrating!! I'm now waiting on (yes me the customer) a call back to return the laptop as we are within our 30 days. I hope just ONCE to talk with someone I can understand!! Being Canadian and all, we're very polite and tolerant, but I'm at the end of my rope!!!! We will never buy from DELL again....we thought it was a top of the line laptop. Boy were we stupid. -
Inappropriate?Ozmosis, and Karen Webb,
I'd like to help both of you resolve your issues. Please send me an email with your customer and order information and I'll see what I can do. My email address is Customer_Advocate@dell.com Attn: Robert1 Comment Add a comment
This solves the problem
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Finally tried to reach Robert P, went into extensive info about the nature of the problem and got this response from someone else in --- guess where --- India, judging by the name. I was really hoping when I put Robert P's name in the subject line, I would get Robert P, since you would think that someone who is trawling the message boards and actually extending himself to offer to help might be someone who actually intends to help you. What I ended up with was
"...I see that while the trouble shooting was being done in May, one of our members from the escalations team contacted you on 23-May-09 and you did inform that the system is working fine. Hence your case was closed as resolved..."
The only reason I let them close the case is that I had talked myself blue in the face trying to explain the problems I still had and, since because their delay was getting just ridiculous --- I kept getting shipments of the screws that mount the hard drive, then finally after I gave up on them and got a new hard drive at my expense, they sent me two hard drives and I was trying to be honest and ask if they didn't want one back and it was like talking to a brick wall. My proposal here was that they pay for the new hard drive since it was their repeated delays(this is a business computer) that forced me to do this. Nope.
I found this in an interview about how great a move it was for Dell to outsource to India (quoting their chief executive):
"A further point Malhotra drives is that while Dell came to India for the cost, it is staying for the quality of work:"
Yeah, I split my sides laughing over that one. Robert P, if you're still following this board, I did try to reach you and got turfed off to a duty manager who either couldn't read English or didn't want to bother reading what I had to say about this ordeal. His paperwork said the case was closed, end of story. Why bother with the customers? If there is actually a way to write and guarantee that my email goes to you personally, I'll resend, but right now I feel like why did I even bother? (You had emailed me directly based on my above comment and given me the email address that should have gotten an email to you and I used exactly the address and subject line that should have connected with you. I'd love to tell you the whole story. -
Inappropriate?I have been purchasing dell systems, accessories and etc. for years. Typically, I don't have problems with the products I get for them. Recently, I purchased a new desktop. A studio system. Right out of the box, I was having blue screen issues. I.e. video driver problems. I thought no big deal, I will reinstall the driver from the manufacturers website. I did so. When this did not resolve the problem, I figured I would let Dell fix it because it is under warranty. I knew how to fix it but I did not want the expense of it. I paid for a "working" system. What do I do? I call Customer Service. My friend, after HOURS on the phone at every episode of the problem telling these people that I, by the way "whom was very polite", IT'S NOT THE DRIVER-I NEED A NEW VIDEO CARD. This went on over the course of a month. I got aggrevated, gave up and fixed it myself. I bought a new video card for the computer and what do you know, it works. Although I like Dell Systems, I will never use their customer support again. Frankly, I feel i know more about these systems than the CS does and English is my native language. It was like they were going down a troubleshooting list.
Over it.... -
Inappropriate?worst service!!! you should hire more people from US and Canada and maybe so many people wouldn't be out of jobs and the people that call Dell for "customer service" would be able to understand the representatives better.
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Inappropriate?Feeling your pain, too. I have a DELL laptop. The hard drive crashed twice! The laptop never worked right, then after I had the laptop for a year, they said - Sorry no more help unless you pay for it. i couldn't even get anyone on the phone to LISTEN to the fact that the problem started from the day I received the computer. I will NEVER, NEVER, NEVER BUY ANOTHER DELL. The only time I ever heard from someone in regards to my customer service complaint was when I wrote to the Better Business Bureau. I guess corporate image trumps all. Before that, I had written to the corporate headquarters in Round Rock, TX.Before contacting the bureau, I sent them a packet of emails from their customer service reps who (while some made honest efforts and were generally pleasant an polite) were dismally unable to fix the problem. I even put a picture of my grandson's confirmation in the middle to see if someone would actually just look throught the 200 page pile of paper. In the end DELL probably spent many times the amount of money they would had to have spent in fixing the problem than simply replacing the defect unit would have cost. I think the corporate theory is that eventually, the customer will just give up, thus saving them money. Of course this is a flawed business practice as evidenced by their drop in market share.
I’m frustrated
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Inappropriate?Dell's customer service is just terrible. I recently had a harddisk failure on my Inspiron Desktop 530S. They refused to dispatch a tech when my system is still under warranty. I will never buy dell again.
I’m frustrated
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Inappropriate?Hi
As per Ozmosis problem with Dell, I have been a good Dell customer for the lat 5 years but no more. I ordered a Dell screen, it got lost in their system. I got transfered so many times without any answers I thought I was talking to a government department, in the end I gave up, tried to call their customer complaint department but they couldn't put me through to anyone without an order number, I didn't have one because their website stuffed up, yes I gave up and need to look elsewhere in the future. If they keep this service up they wont be around in the future.
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