Complaint

Hi Hongkie,

I apologize for the bad experience you went through. What is the issue with the system? Is there something that we can do from our end. Please let us know the details to help you better. We will see what best can be done.

The story started when my desktop computer broke down last week. I called Dell Techical Support, which is located in Mainland China handling enquires from Hong Kong. After listening to the tune of my computer, a guy told me that there is something wrong with the mother board. He told me a new mother board would cost me HK$800. After adding the labour cost, it would come to HK$1600. Since the computer is 3 years old, he suggested that I should buy a new one.

I asked for advice from my friends and one of them agreed to changed the mother board for me. I called Dell again and a lady told me that the price of the mother is $1400. I said it is rediculous to have the price to go up 75% in 2 days. I asked to talk to the supervisor to lodge a complaint and she said the supervisor had left at 5pm and she herself would be off at 6 pm. She promised to check with her supervisor and come back to me on Monday.  

I waited until 5 pm on Monday and called Dell again. Another guy asked me the service tag no. and told me that according to his record, there are problems with the mother board and the ramp!!! And the Ramp??????? I told him to ask the lady whom I have talked to on Monday to call me as i had been expecting her call all day.

Finally the lady called. She said she checked with her supervisor in the morning but was too busy to give me a call!!!!! Is this how your Dell people deal with a customer who wants to lodge a complaint? Seriously?  She then went on to tell me that the standard price of the mother board is $1300 but she can offer me a discounted price of $1000. Ia sked to talk to the supervisor but she said supervisors never talk to customers. I told her to leave a message to the supervisor and it is up to the supervisor to talk to me or not. Then she said it normally takes 2 working days for the supervisor to call me. From never talks to customer to taking 2 days!!!

The supervisor, Mr. Yang called me on Tuesday. He said his subordinates might have not done the best they can but it is none of my business. He would not comment or respond to my complaint. The best he can do is to acknowledge receipt of my complaint and period! He would act according to Dell internal procedure from there. The customer would not be informed of the finding, remedial action  nor the action taken on the employee. He said he would check the availability of the mother board and then offer me his most favourable price the following day.

On wednesday, I waited until late afternoon and, once again, called  Dell. He then told me that he had not located any mother board yet and even if he does, it would take half a month to one month for the mother board to arive! Since he had not locate the supply, he is unable to quote me as yet. I wonder how the lady could offer it to me at $1000 on Monday! I asked to talk to his superior but he said that his superior would not talk to any customers. If I have a complaint again him or his department, I should talk to him, the supervisor or Mr. Dell as it is his company!!! I made some more phone calls to the Techical Support Department and Customer Services Department and everyone I talked to confirm that there is nothing I can do!!

I wonder why the lady could quote me $1000 if there was no available stock in Hong Kong. I wonder why the guy I talked to on Monday mentioned the ramp in additon to the mother board.   

As a customer, I dont care about your internal procedure. I dont care how u dicipline your employees. I just want to know your finding and your remeidal action.

Please confirm to me that it is Dell's policy that all Dell would do is to acknowledge receipt of a complaint. Please also comfirm that any complaint against a supervisor should go to he himself or Mr. Dell instead of any management in between!   

Hi Hongkie,

I would request you to delete the service tag from the public post. Please send me a private message so that i can share the email address. We will get this sorted out with the concerned department.

I have sent you my email adress by a private message

I have not received any email from any Dell employee. What is the point of asking for my email address? I believe some other reputable corporations would have no trouble in locating the employee involved and the record of the case even without asking for my contact details..

I have not had any access online at home for nearly three weeks. What do you guys have in mind? If it takes time to sort out what had happened in my case, please first answer my questions on Dell's company policies, which I believe apply to all and is not case specific.       

After I had sent my email address to Mr. Shrikanth, I have so far received one message from him. It was "Just wanted to check whether they gave you a Quote regarding the system repair?'. A simllar message was received 3 mins later. I sent him 2 emails in the last two days asking him to respond by Friday noon HK time. We are now well after 2 pm.

As I have told Mr. Shrikanth in my emails, my computer broke down more than 4 weeks ago. I started contacting  Dell people more than 3 weeks ago. i posted my complaint here 10 days ago. I have not had access online at home for a month. The only move from the one who responded to my complaint here was to ask me whether his colleague had given a quote regarding the system repair. I doubt i he has gone through my complaint carefully.    

Since Mr. Shrikanth is not really responding to my complaint, I would rather wait here and see if anybody else from Dell cares to respond.

Yesterday I received an email from Mr. Shrikanth telling me that he was currently out of office, still  checking for options, need to first check for the part availability and then decide how to take things forward. He was awaiting response from concerned team  

Still checking the availability? Does that mean we are back to where we were 2 1/2 weeks ago when Mr. Yang from their Technical Support told me the same thing?

This is Dell efficiency! or inefficiency!!!