Now that I have seen dell’s customer service in action on three different occasions, I am quite positive this is not the service in which I was sold or intended to pay for. At this point, I don’t even want to open the box when it gets here. I just want to return it to dell. This has been the worst customer service that I have ever seen. At this point, I no longer want the cheese, I just want out of the trap! Let the facts speak for themselves:
2 March 2013 – DELL”s response to my plead (and opportunity to make more money)
o Dell Order Has Shipped for Dell Purchase ID: <deleted your private information>
Who approved that? I did not give required permission as stated above.
23 March 2013 – I work overseas and it is difficult for me to call dell on my schedule, I either have to stay up late, receiving about 4 hours of sleep that night, or to call early on Saturday mornings. The stars and moon aligned in such a way that I was able to call dell during their operating hours. I noticed that I didn’t have a lot of time, approximately 25 minutes, but made the call anyway. The lady (screener) who answered the call asked so many ridiculous and non-pertinent questions that when she finally transferred me to the “correct” department, no one was there to answer the phone. Thanks a lot dell!
Estimated Arrival:Not Available
Statushipment Accepted (NASHVILLE, TN 37230)
Thank you for contacting Dell Customer Care.This in regards to the case no: <deleted your private information>. Your Computer order number <deleted your private information> has shipped and is with USPS for delivery. Your tracking number is <deleted your private information>. You can track the package at www.usps.com or may choose to contact them at USPS: 800-275-8777>>. The order was shipped to the APO address which takes at least 6 weeks to get delivered. You may also call us at 1800-624-9897 extension 4542571. Be sure to notify us of the best time to call you as well as the phone number(s) where you can be reached. We are keeping a follow up on your order and will be contacting you again to confirm the receipt of the order. Your satisfaction is very important to us. Thank you for choosing Dell.
<deleted Dell private information>
Case Specialist Ê Dell Customer Care
When corresponding with Dell, please include your order or customer reference number.
When I used the tracking number supplied in the previous email, it shows that the package was not picked up until 14 March 2013. This is a direct contradiction to the email sent on 2 March 2013. Why is the Shipment tracking number different?
So DELL, my questions to you are:
Please understand my issues are not with the DELL product, but with DELL’s service. Please do not insult me about delayed shipping to APO addresses. I live here and use my APO Box every day, and am very familiar with its delivery lag times. I have been an avid fan of DELL since my first purchase in 2002. I can now say that I believe in the product (the old ones at least) but no longer wish to support and organization with such terrible customer service standards.
Thank you for posting your comments and bringing your customer experience to our attention. We appreciate anyone who takes the time to relate their customer journey. Please allow me to apologize for any frustration or inconvenience you may have experienced while trying to resolve your concerns. Dell strives to provide an efficient, first-time resolution for every call. While I realize that only our future interactions can restore your confidence in us completely, I want to assure you that Dell always aims to provide customers with a satisfying and enjoyable purchase experience.
I understand you are disappointed in Dell's response to your inquiries. As you may appreciate, I was not a part of these conversations and I cannot speak to anyone’s statements or actions. What I can do, is assist you going forward.
The information you were provided is correct, you may return the system for any reason within the 21 day return period. I am happy to help set that up if that is how you would like to proceed.. If you are still interested in selecting another system with a card reader, I am happy to ask a senior sales representative to contact you via your email address.
Please contact me privately, by clicking on my name in blue and selecting the email icon or Start a Conversation, and provide the following information. I am happy to assist you in this matter.
Service Tag #:
Country of purchase:
Current country location:
Are you an employee or volunteer? It seems that with the information that I provided above, you would be able to answer your questions.
I have not received the computer yet, and will be leaving the country in a few days. How will this play into the 21 day return?
All Dell employees on this Forum have the name designation, DELL-username. The private data in your original post was removed from public viewing. You will need to send it to DELL-Lorna M via a "private message".