Best in class customer service

Question

Why can’t someone at Dell authorize weekend support for customer order support.  A previous answer that only tech support is available on the weekend is incorrect, there are plenty of people who  can help with a new order but no one to help with an existing order. This is frustrating at best.  The customer whose order has been messed up by Dell gets pushed further down the production queue  and they are made to wait even longer.  I understand that  they don’t work the week end, my question is why? This is not an example of even mediocre customer service.

DELL-Cares · Answer

Hi,

I reviewed your call outs and understand your call outs on order support during weekends.

Though the phone and chat support for order related issues are available only during weekdays, our social support(Facebook, Twitter and Dell Community forum) is available round the clock. You can write to us in any of these platforms to avail the 24/7 assistance.

Meanwhile, I would like to know the details of your concern along with the order #, name of the order and the email ID. Please message me through a direct message. Let me quickly review and assist you accordingly.

-Pratheepan

Tntshannon · Answer

The detail of my concern is that no one can help with an existing order on the weekend.  Yes you can send an email, that will be answered Monday afternoon.  You can call and get a message saying that department is closed.  You can’t chat. You can post here and maybe a moderator will answer on the weekend or maybe they won’t, but all they can do is send an emiail that might be answered Monday.  You can post on twitter and they will respond ask for a bunch of info and say it will take 24-48 hours because all they are going to do is send an email!  Dell needs staff on weekend that can say yes I see the problem with the order and will fix it now, you get a confirmation email in 5 minutes.  So writing to you on the weekend is not really help but only gives the illusion of help because, as I have been told by Dell employees, no one on the weekend has the tools to assist with an existing order.  My orders are already thourly screwed up but because of no weekend help my computer has been delayed an extra 7 days.

Dell-SreejithR · Answer

We understand what you are calling out. We will take this as a feedback.   If you need further assistance with your order, please reach out to us, we will be glad to review this & assist you further.

Customer Care

Best in class customer service

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