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I’m frustrated

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.
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  • I’m pissed off and done with Dell
    I also hate Dell. I was a Dell supporter for years but their customer service has become horrendous. Their Indian customer service people (usually with fake names like "tom" or "bill") hardly speak english. Is it supposed to make me feel better that they are pretending to have American names? I've gotten in screaming matches with them the last two times I needed repairs because they were trying to renig on the extended warranty I purchased. They try everything they can to screw you out of your warranty.

    I honestly think part of their business plan is to put you on hold for hours when you call for repairs so that you just give up. I also think they purposely find people who can't speak english to be their customer service people so you will become frustrated and give up.

    I'll never buy from them again. Buy from the local, American, small business down the road.
    • view 3 more comments
    • Although I think they really are making an effort to improve, I couldn't agree more. How can we intelligently begin to discuss the impact of immigration, legal or not, when we have American companies stealing jobs from our own citizens by doing these massive waves of outsourcing to other countries?
    • I have to say this, I also was a dell supporter for several years, their email customer service is very bad, calling them up is just so impossibly awful, I literally have them beg me to upgrade the warranty even when I keep telling them no I don't want an upgrade, they harass the hell out of you and just give you poor service and advice, there is so much I can complain about them but I will put this simple - Do not buy from Dell they are very slow in getting back to you (waited a month for useless help and then again I had to wait another 2-3 weeks just for another helpless response so i just gave up), there is other companies out there that is no way near as bad as them that are cheaper, better, more efficient and everything, just don't go with dell. Please, it'll save you so much grief and aggravation for when something does go wrong with your Laptop Etc, it is a nightmare.

      Never again.
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  • Despite my previous issues, I still bought a Dell XPS as I really wanted one. Thankfully the one time I have contacted tech support so far has been a positive experience and they offered to send an engineer to fix my issue if it was not resolved. So I hold out some hope now.

    I wouldn't care about outsourced support or where it was located if the people at the other end could speak and understand English properly, which is usually the biggest problem with the Indian call centres, that and the often poor line quality and call delays.
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  • I’m angry angry pissed
    dont wanna much but im pissed as hell at dell but i dont give up like some do and i can keep on them till i get what i am entitled to
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  • I’m fed up
    There are no words to describe this horrible first time experience I am having with Dell and it's outsourcing issues. I will tell everyone I know to not deal with this company until it publicly announces a solution to the poor customer service and customer resolution departments. The sales department needs a class on attention to detail as well. Lots of issues with wrong computer and/or address.
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  • so far my after sales customer service has been surprisingly good. It seems odd that the pre-sales support is so poor as this is how they get their customers. At the very least I think they should not outsource this to India as they need to communicate properly with new customers, and i'm sorry but the Indians simply don't do this well. They just dish out canned responses telling you how much they want to help you and how sorry they are when they screw up. They don;t read your emails properly and reply with nonsense that has nothing to do with your email or ask for information you have already given, very frustrating.

    But back to the good points. I have had a problem with my laptop keep beeping from the motherboard which is very annoying, they had no idea why (I think it is a known issue) so they sent an engineer to replace my motherboard for free, this did not resolve the issue so now they are replacing it. Granted the replacement has taken a couple of weeks to be sent out, but I have not had to chase them or complain, they have freely made every effort to resolve my issue without complaint.
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  • The sad part is Dell doesn't care as a company. They have insulated themselves with outsourced technical service and no way to get to the real company to make a complaint. I have been put off 5 times in a month regarding a simple recovery disk purchase. I have been told twice it was available and would be shipped only to recieve the annoying email that it was delayed and would be cancelled unless I took some action to say the delay was okay. It is a simple recovery disk. If they can't provide just freaking say so and don't string me along and try to get me to buy a new laptop. I am convinced that the the outsourced technical support is there to sell new units to get commission. Dell sucks!!!
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  • Same impression in Europe, at least France. Customer service is absolutely awful, they don't care the slightest bit about private customers. Worse service I have ever seen, by far, and was not handled from India, but from France, in Montpellier. Totally incapable up delivering a system I have purchased for almost 2000 USD. Blaming the courrier, etc for the last 15 days. It did not take them long to debit the cash though. Awful experience, the bottom of the pile.
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  • ABSOLUTELY AWFUL??? That's a MAJOR Compliment!!! Talk about (s)ucked up service....They will be hearing about it ALL OVER THE INTERNET...A-Holes!!!
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  • to be fair, once I have actually got into contact with them their support and response times have been good, it is the getting into contact and getting someone to respond to you that is the problem. Outsourcing to India is the primary cause of the issues.
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  • Obviously, Russ...You must work for them, or have some stake in their stock, because it would be DELLS' fault they hire people from other countries, because the people are nice, but their hands are tied, due to DELLS *UCKED UP processes....DELL SUCKS!!!!
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  • Linda, I work for Dell as much as you work for ComputersForBimbos.com

    If you would care to read my previous comment more carefully you will see I actually said "Outsourcing to India is the primary cause of the issues", if you don;t understand what that means, ask an adult.
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  • ....and if you would read my comment...Mr. SlimeBall Troll....I'll say it again, because your just a cyber-bully and don't read well....that it still ends up DELL'S fault that they "hire people from other countries (also meaning "outsource")....cheeeese! what an idiot!!
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  • which is exactly what my comment implied, I guess you should have asked an adult to explain it to you after all. Jeez what a bimbo
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  • Gawd....you guys are idiots! Chauvinistic and Prejudice...I'm done with you Trolls!! Get a life (oh...and get back to class)
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  • Actually no your the idiot as you were the one who came along and made an unwarranted insult, seems you can dish it out but you can't take it, then try to dig yourself out of your self made hole by accusing people of being prejudice and Chauvinistic, lol, how pathetic and troll like you really are. It would seem you are the prejudice one, prejudice against people with brains. Go back under your rock.
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  • I’m aggrivated
    Every time i try getting something fixed on my laptop, their "Tech Support" always screws my laptop even more. Right now im at the point where i dread calling them because when i do, they are going to bombard me with extended warrenty and no results to my current problem (which resulted from a Dell Tech who had no clue what he was doing messing with my hard drive and deleting alot of important files)
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  • 1
    Here's the thing. You just have to stop trying Dell's Customer Service and make a complaint to the Better Business Bureau. That's what I finally had to do to get real help. Then buy another computer and make sure it's not a Dell.
    This is the BBB that serves Round Rock, TX; Dell's company headquarters.

    BBB serving Central, Coastal, Southwest Texas and the Permian Basin
    WWW: http://austin.bbb.org
    Email: info@austin.bbb.org
    Phone: (512)445-2911
    Fax: (512)445-2096
    1005 La Posada Drive
    Austin TX 78752
    • view 6 more comments
    • 4 days later, nothing but run-around. I had a telephone message (from Carlos - Alienware Support - left on Sunday) when I got back into my office (it was a holiday weekend) saying that my order had been cancelled and that he would call me this (Tuesday) afternoon to find out if the service has been satisfactory or if they need to do something more. I took my computer and the original motherboard to Fry's this morning. I am paying them ($129.99 + tax) to reinstall the original motherboard, so I have a working machine again. My business depends on it. I am already too far behind.

      I doubt that I will have Dell work on my computer again, warranty or no warranty. Fry's is ten minutes away and they seem competent. Dell's subcontractor's technician seemed competent, too. He was just sent a replacement motherboard that did not work. Their management - both Dell's and their subcontractor's - left me with the impression that they do not care whether the customer is satisfied or not - with the possible exception of Carlos, who left the voicemail mentioned above. They have a set of rules they follow, regardless of the customer's needs, or of how their organization screwed up. There are 5 Dell computers in my household now. There will NEVER be another one!!!
    • I wished I have of read a site like this before I ordered a tv from dell.com. THEY SUCK!!!!!!!! I can't believe that in 2014 a company can run like this. Can't even do a simple ship. I really think for the sake of humanity, DELL NEEDS TO SHUT THEIR DOORS NOW....... PLEASE!!!!!
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  • This reply was removed on 2012-03-14.
    see the change log
  • delltech did you even read the messages? The bitches were not with the product for the most part but with the service and response from dell and it's outsourced partners!! If you are a dell tech that was a screwed up way to deflect the real issue. Sheesh!!
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  • This reply was removed on 2012-03-14.
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  • I’m frustrated
    Again you try to switch the topic to technology and away from the service itself. You clearly work for Dell, at least it looks that way, but you don't seem to get the point, or maybe you do but ignore them. Some of your comments appear to be at odds with each other and I am really not sure what you mean by "I agree with you because the customer is still king, but work with the customers makes you a liar!!!" Are you calling me a liar and if so, for what comment, and if not, I can't make out what you mean.

    I stand by my original comments above and am infuriated with the sad service interface Dell has and they way they have insulated the real company from the customer when you have a service related problem. I'll give you credit for one thing though, in your comments you didn't try to sell me a new laptop.
    • Excuse me , my english is not good and i used google translate for my post.
      I ment that the person who works all the day with customer will try to find a way to "run" and to lie, the, the next agent will continue the same play.
      I don't know you much to say that you are...But i know the people i worked with.
      The customer will not forgive this facts and he will not forget to informs the maximum persons to stop dealing with Dell,trust we knew that
      I am so sorry that you didn't understand what i want to say,but excuse me i will quit this conversation.
      Nice to talk to you
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  • its not dell its hell. consumer rights mostly ignored when you ask for a fix or replacement. but it not happens everywhere. In February, I decided to invest in a dell laptop. Because of its colorful florescent finish, spec of the lap, it came with a price tag to match – nearly $7500. However, when I'm using it, I discovered it wasn’t good at all. battery backup decreases over time, adapter leaves big strike sound almost too hot to touch – while taking the issue to dell Indian support, it was really a death trap for me! the customer support wasn’t helpful. they exalt the case every time to somewhere in Bangalore. those craps won't listen to what customer says, rather they hang-up your time to have fun and give you hell finally. Bad dell customer service costs my money. hope they will die soon.
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  • I’m anxious
    yes it sucks sometimes! I called them to get a 9 cell battery and they told me that the stock is not available and they will keep me updated. So i waited for 10 days but didn't receive any call.

    I tried to search if it was available online with any other shopping site. Thankfully it was available with Flipkart.com
    I put a request on flipkart to alert me once it was available. I got a mail within two days that the battery was available.

    I called dell customer support to know if there was any problem with the T & C of the warranty mentioned by Flipkart and the CR tried to make me feel uncomfortable about the purchase from FK and told me if i make an advance payment the battery would be available within 5-7 working days. I was surprised to see the negative response. First they did not call me despite my request and then they tried to give illogical explanation about the purchase.

    Anyways, I have ordered the battery and will see if anything goes wrong.

    P.S: I have not mentioned the transfer and hold problems which also consumed lot of my time. And I am not employed by FK.
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  • Dell customer support sucks ! When you ask for a supervisor you wait 15 mins only to get another flunky who puts you on hold. when the music ends you get disconnected. I cancelled a thousand dollar computer over shipping. They could care less. It could of been resolved with someone speaking to me like they cared. I guess the foreigner had to go buy a Dunkin Donuts. ! Off to Costco. Better tech support and a 2 yr warranty. DO NOT BUY DELL !!!!!! Not an american company !!
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  • I’m angry
    My laptop (inspiron n5040) monitor was flickering and I was still under warranty so I shipped it off to Dell repair. Dell shipped it back to me, we opened it up and turned it on. (Beep-Beep) (Beep-Beep) was all it would do. I called Dell support and they asked me to open up the keyboard and re-seat the memory cards. There were no memory cards. They had shipped it back to us without any memory cards. Do they even check their work before they send it back to the customer? WTF?
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  • Never Buy a Dell product, their customer service sucks, when I called and told them I will never buy a dell again, and never recommend anyone to buy one. The manger at tech support Ajay is his name and all he had to say was ok. They don't even care they lost a customer. Did even try to work with me on my problem.
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  • I can't say anything about the customer service, but the tech support absolutely sucks. I've been having problems installing a P2213 monitor on a Dell laptop and there isn't a damned place on this planet where I can get help. Even when I gave up on getting/finding a service tag for the monitor (there isn't one, fyi) and tried the laptop's, they tell me I'm in the wrong country. (Your damn head's in the wrong country.) I'm just about to set the damn thing on fire.
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  • I’m frustrated
    I am soooo frustrated. I have been working with Dell technical support for 1 1/2 weeks now and they still can't figure out the problem. They keep sending me parts, having me test different things. They won't replace my computer and now are telling me I need to pay for support. I feel like I have no where else to turn. Tweeted to @dellcares but no response.
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  • I am really trusted with dell....my laptop is having problem with motherboard and dell unable to provide part they are saying they don't have parts in stock its already been 15 days. after so many struggle it still in vain..what a fucking service from dell..it is really disgusting...they are not nor replying on email and through the phone as well...there is fucking email that is India_SMB_Tech@dell.com but no one replying on it...you can't this like a dell not able to provide service on warranty also..
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  • I’m frustrated
    I am right now on the phone with Dell Customer service. Its been 1 hour and 15 minutes. All I want to do is to return a computer I ordered and to generate the return slip, they have made me wait for 1 hour and 15 minutes. I've always bought Dell computers and love their UltraSharp LCDs but never had to deal with their horrendous customer service, until now. So yes, I'll switch to HP next time. Michael Dell, not cool!
    • I swore to never buy an HP computer again after their service center replaced a CD drive (yes, it was that long ago) without telling me - to fix a problem with the video card - and kept the CD that was in the drive when I shipped the computer to them. They were unable to figure out who had worked on my computer and So, HP is not the solution. At least they are not the solution for service.

      I still buy HP printers - on the recommendation of the local printer repair shop. That repair shop fixed my Dell laser printer and told me that it was poorly made, using plastic parts where HP would use metal. So, I'm holding by breath, hoping it works for another year or two, so I can afford to buy a replacement HP printer.

      I was surprised to talk to a local repair shop that "loves" Dell. Their reason: most of their business comes from repairing Dell computers.

      So, I suggest finding a local computer repair shop with a good reputation and ask the technician who works on the machines what computer: 1. breaks down least frequently and 2. is easiest and cheapest to repair when it does break down.

      Richard Norris
      Norris Consulting Services
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  • it helps if you get a direct contact and save that persons details and always contact them direct in the future. business customers seem to get better treatment.
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