Dell's customer service sucks!

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  • Updated 10 months ago
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.
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  • frustrated

Posted 7 years ago

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Karen Webb

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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.
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Wendy Ross

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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.
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julie

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Wow, I have this same problem I just emailed them that I'll never buy from them again (I have 3 Dells now) and then I googled Dell customer service sucks and found this blog. I ordered the wrong charger and wanted to return it - knowing I would pay a restocking fee. But I spent over 2 hours on multiple days on hold and never got a person to help. Three times they hung up on me after waiting on hold for hours. Then when I finally found an email to send the request to it took a week for a response and they then told me it was too late to return it. Past the 21 days since invoiced. It took 2 weeks to get the part and another 2 to get a response - so Yeah, it was longer than 21 days - Cause Dell Sucks!
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Dell-Robert P, Employee

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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: Robert
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Karen Webb

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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.
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Francoise Peter-macintyre

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I'm at the moment on the phone with Dell's customer service, I've been transferred 7 times...I'm ready to have a break down!
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feelingyourpain

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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....
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Linda Ostrom

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Studio one systems suck to put it mildly. I have had mine since Jan. I've been informed that even if my receipt says I bought it in Jan. I actually bought it in June of last year. After enoungh money spent and hours on the phone with no results I will never buy a dell again. I also have spent more hours on the phone to Dell than I have been able to use my computer. One day they kept me on the phone for 9 hours. They obviously have no concept of time.
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elena

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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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Betty Vaudt

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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.
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Pennie Keul

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I am currently on the phone going on 3 hours with the same problem, the hard drive crashed after 11 month,, but the lap top is out of warrenty even thought the hard drive is not, as expalined by the supervisor who still has me on hold, I think the next step will be BBB and on from their, I wont give up
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Pennie Keul

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I am currently on the phone going on 3 hours with the same problem, the hard drive crashed after 11 month,, but the lap top is out of warrenty even thought the hard drive is not, as expalined by the supervisor who still has me on hold, I think the next step will be BBB and on from their, I wont give up
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Pennie Keul

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I am currently on the phone going on 3 hours with the same problem, the hard drive crashed after 11 month,, but the lap top is out of warrenty even thought the hard drive is not, as expalined by the supervisor who still has me on hold, I think the next step will be BBB and on from their, I wont give up
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Karen Webb

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For Pennie: I've had surprisingly good luck with our local BBB, although have only tried to resolve in-state problems. Be aware you will have to try to identify an address for Dell (one that is not in India, at least) and they will ask for a proposed solution that would satisfy you (so you're just not complaining idly) plus details on the problem. I'd go for it, though. You have nothing to lose but a bit of your time (and not much of that if you type fairly well.) Good luck!
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Karen Webb

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For Pennie: I've had surprisingly good luck with our local BBB, although have only tried to resolve in-state problems. Be aware you will have to try to identify an address for Dell (one that is not in India, at least) and they will ask for a proposed solution that would satisfy you (so you're just not complaining idly) plus details on the problem. I'd go for it, though. You have nothing to lose but a bit of your time (and not much of that if you type fairly well.) Good luck!
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goking

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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.
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Richard

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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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sfbb

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I've just been through a similar experience today. Trying to return a refurbished LCD which I purchased..that did not work when placed in the computer. The local computer tech company that fixed my computer ordered another part for me at HALF the price and only charged $100 to repair it. Dell charged over $200 for the part, with no assistance on how or where to get it repaired. Today, I have spend half the day trying to reach the returns department, transferred multiple times (between the states and India, it seemed)...finally got through, the guy in returns said he would email me a packing label...which has not come through, and I'm worried I'm going to have to go back through the entire process again!! This is my last Dell. Also a loyal customer for years...but I'm going MAC with my next computer.
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Betty Vaudt

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Well, sfbb, I wouldn't hold my breath waiting for a response from DELL. It only took me 2 1/2 years to finally give up. I believe the company depends on that - only most folks are likely not as tenacious as I am. I have asked repeatedly to be taken off of their mailing list , after I told them how emotionally distressing it is for me to contiue receiving them. So I will continue to file a new report with the Better Business Bureau every time they send me a flyer.
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Tiggiler

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At least you all got your products. I couldn't even get my machine before they started screwing me over. God only knows how many hours I've spent on the phone trying to get answers and here we are over a month since I've ordered my machine and still haven't received it.
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sfccjl2001

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Customer service definitely is not Dell's forte. I think it is non-existant. Putting customers on hold for over an hour is the norm and if human contact is made, they will transfer or act like they transferred you to another section where you are placed on hold once more. Eventually, the customer gives up, and this is whata they strive for. Basically, they have customer service because it's probably a requirement.
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leontxyee

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similar experience...they canceled my order multiple times and i feel i am totally wasting my time with them. I just wanted to purchase a desktop, and it makes me feel that need to beg them to sell one to me. I quit...I switch to Apple or HP.
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Rocky

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I wish my problems were solved as well.

No one at Dell does anything but transfer calls, offer apologies, promise things while making commitments and then disappears, No ownership of a problem for resolution. Wish I could talk to an executive that is in charge and that has some authority but the agents claim they don't have a number or contact information.

What a joke - tell the agents to lie to your customers.
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ROBHALE61@hotmail.com

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SUPPORT REALLY SUCKS ,,,LUCKY IF YOUR EAR DOESN'T FALL OFF WHILE YOU ARE ON LAYAWAY,!!!!!!!!! ETERNAL HOLD MORE OR LESS,,,THEN YOU PLAY LEAP FROG FOR AN HOUR OR MORE,,, END RESULT BEING YOU GET SOMEONE WHO KNOWS LESS THAN YOU DO !!!!!!! BOUGHT A V305 PRINTER THAT WORKS WHEN IT WANTS TO.
THE TOOL BOX WILL NOT OPEN !!!!!!!! BEEN A LOYAL FAN OF DELL FOR YEARS,,, MY EMPLOYER USES THEM TOO, THEY AND I ARE SWITCHING TO APPLE,,,,THEY ARE NOT THE BIGGEST,,,BUT BY FAR THE BEST !!!!!!! PLUS THEY NHAVE LOCAL SERVICE CENTERS,,,I GUESS DELL THINKS THEY ARE TO BIG TO BE CONCERNED ABOUT PRODUCT SERVICE /CUSTOMER SERVICE,,,,HELL THEY HAVE NONE,,,,
DONE WITH DELL !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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Tarcie

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Because of the mess that their customer service is, I will NEVER buy another product from Dell again. I can't even tell you what I've been through. I'm still on hold after numerous transfers and DAYS of trying to return a product that did not work out of the box.

Update: Call the credit card company you used to pay. Most credit card companies can put it in dispute and offer you a temporary credit until Dell decides what to do. It made me feel better anyway.
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julie

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I posted a comment - and agree Dell Customer service Sucks - I'll never buy another Dell product.
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Christi

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Had my studio XP for only a couple of weeks. Left a disk in the drive when I turned it off and when turned back on, made a horrible noise. Had already called Dell numerous times to address the annoying Dell DataSafe software that has malfunctioned like everyone elses. Gave up after being transferred and disconnected from India numerous times. REALLY regret buying a Dell. Someone told me that Michael Dell was back with the company and had fixed all the problems. WRONG. I think I am still within 21 days, and will return the laptop, primarily because their customer service SUCKS!!!
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Carlos

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I share the views of everyone on this board. The basic message is that Dell abandoned all quality control when they exported their service department to India. If this problem does not get fixed, I will never buy another Dell.
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Christy

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I am very displeased with Dell customer service. I had a return and still have not received my money back. I have been on the phone with Dell for an hour only to be transferred and put on hold about 10 times. I will never buy Dell product again, not because of the product but because of the customer service.
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kkking

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I called these bastards 8 times today about a DVD drive malfunction. Every single time, my call would be disconnected. F--cking assholes!
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David Beaudoin

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king best way to get help is with the online chat its fast and simple.
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elaine

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online chat when is it ever online?
I will never ever buy another dell. I feel so utterly ripped off.
my dell from 9 years ago still going strong yet my brand new dell xps is the most unstable computer i have ever ever used., no support( even though i bought extended support)
No reply to emails, no phone access that i can find without waiting ten hours. They are just crooks. Do avoid. Absolutely shameful company.
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vaibhav.vaidya

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guys dell customer service sucks big time .. please read following

1.) December 2009 :My account has wrong expiration date so i called dell service.i had bill which shows purchase date but lady dint want it and she said it will be fixed.
but nothing happned.

2) 2 weeks back : i called them again to fix issue and this time also wanted to buy extended warrenty. lady was ready to help. me she sounded like normal person who can understand what you are speaking. she took my credit card info and told order is processed and she will call me in 24 hours to give order no. when i asked some employee id, session id or any whay i can track her down she said my name is pratibha and you can call back same no.

some how i thought my problems are over it was jst starting

i did not received call from any dell person for next 3 days.

3) last week : i called them agian to ask about my order and this time some dude was there and he informed me that there is no info about my purchase and would i like to go through all procedure again. i told him to check correctly as i did not wanted duplication of purchase. he told me he will call me back after 24 hours.

i was doubtful about that promise and same thing happned again no calls from Dell.

4)day before yesterday : suprisingly error with my service contract is rectfied but no mention of my purchase of 2 year extended warrenty

5) Today 6 am : i notied 1 year next day service and 1 year accidental warrenty for 344 $$ which is not i wanted i told lady for international warrenty for 2 years and specifically mentioned no accidental warrenty...but no these are not normal people who can understand english they just sound like they are getting what we are trying to convey.... and i am indian too but no we don work like tht.. either there are really stupid working there or they some bigger plans to loot ur money.

so i called them again and it was technical support so they cant do it but their customer service will open after 3 hours so i can call and revoke contract and buy something better

6)30 minutes back: guy listed to wht i said i thought hes customer service and gonna help me but no after 15-20 mins talking and getting all info he told me now he is gng to transfer me to customerservice.

ok now m wating customer service to pick up call and end all this.
person comes on call and before i can say any thing he tells me that the customer service system is down and pls call on XXX no after some time.

i am unemployed since 2 months and i want my money back.
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Hi, I'm from Europe (Germany) and here the Dell customer service is exactly as bad as you describe it. I ordered a printer cartridge online and I ticked the wrong one. Clearly my fault. Ok. I phoned the customer service and asked them to change my order and send me the right cartridge. Usually not a big problem, or so I thought.
But the incredibly unfriendly person on the line told me, it's impossible to change an order, as I'm not a private but a business customer. It took me the whole afternoon waiting on hold, talking to different persons and there is no way to change my order and send me the cartridge I need, unless I place a new order.
So I had to pay for a cartridge which is useless for my printer. I mailed to Dell, they should keep my money and buy some coffee for the obviously half-sleeping customer service people.
And my next printer will definetely not be a Dell. My next notebook neither.
I'm not only angry but also disappointed, because I bought two notebooks and a hell of a lot of printer cartridges from Dell.
Sleep on Dell!
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Pennie Keul

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I have been on the phone for over 3 hours, still on hold at this moment, All I want is my hard drive replaced that is only 11 months old and still under manufacter warrenty, as quoted by the example given by a customer service supervisor. But since the laptop is 2 years old, that voids the warrenty. I wish someone would help. It is costing dell more time having the phone line tied up for hours that it would be to stand behind a warrenty
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freno

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I am an irate customer who has experienced all the problems mentioned here. I live in Spore, bought a Studio XPS some months ago, but have been getting blue screen issues. I suspect the problems have been caused by a faulty motherboard. I finally reported it last Thursday, past midnight, and was reassured the part would arrive from Penang latest Friday so that my comp would be fixed the next working day, which is Monday.

Monday's here and almost gone, and the f***s are still telling me they don't know what has happened to my order.

My thoughts after this most infuriating episode:

1. Dell is a sweat shop out to make the quickest buck. It has retail outlets all over Singapore (and am sure elsewhere in the world) but it hasn't got a proper after sales service infrastructure put in place. You don't set up a 24 hr helpdesk only to make your customer wait for a part to be shipped from yr HQ in Penang to wherever the customer might be. Dell ties up with DHL in Spore and makes the couriers adress themselves as DELL when they speak to customers.

How dishonest is that? Mendacious little pricks who should never have gone beyond a garage sweat shop.

2. There are problems with e-sata on Studio XPS and it's a well documented problem. Till now it hasn't been fixed.

3. I'm going to throw out this piece of shit lying on my desktop and get a Mac.

3. Over my dead body will I touch another Dell Product