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14487
April 7th, 2015 15:00
Dell Live chat support useless and terrible customer support
Gotta start saying that ive been a dell customer since 2012, ive had 2 alienware's, first m14x and now m14, i wanted to replace the battery of the m14 cause mine died, so i log on Dells website to get a new one, my surprise! couldn't find it, so i go to live chat support to get assistance, one guy "helped" me finding the battery, it took him almost 45 mins to help me get the battery... i don't live in USA and i shipped that to my father that lives in Texas, my mom was coming from USA to where i live outside US, she finally came and gave the battery to me, what a surprise.... WRONG BATTERY, so 45 minutes talking to a guy that even got a service tag to check the correct part, and he sent the wrong battery.. international call to customer support to complain about this and to change the battery for a new one, it took 1 hour of my time talking to several departments, they even told me on customer support that probably they will need to get my dead battery so they can fix it and then send it back because the chassis of my laptop apparently its from outer space, 1 hour to solve DELL's mistake sending me a wrong battery, terrible experience, probably will think very hard on getting another dell product.
DELL-Chris M
Community Manager
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56.9K Posts
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April 7th, 2015 17:00
I agree, no excuse for what happened. I see that you are in Venezuela which complicate matters because we never sold the Alienware 14-R1 over there. At least I could not find it on that site. What battery part number did they send? The parts page list these two =
Y3PN0 battery, Simplo
8X70T battery, Sanyo
We do not "repair" batteries. We simply exchange them while inside the first year from the invoice date. After that period, you must purchase a replacement.
Diego Vierma
2 Posts
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April 7th, 2015 20:00
i bought my alienware laptop on USA on december 2013, i couldnt find the battery either thats why i went on live chat with Dell's agent, that person told me the part number of the battery that i was looking and it is "T7YJR".
maybe you are as surprise as i am of what i wrote about the repair of the battery, but like i was told, the phone call that took me about an hour of an international call its recorded, the problem is "solved" the way Dell want it to be, return the battery they sent me, and Dell send me the one that i need, but as a customer, im not nearly satisfied with the way it was handle. Because of that mistake, i spent 1 hour on the phone explaining to 4 people the same story all over again, i gotta wait until the battery gets to Texas, then my father ship it to me here in Venezuela, and i need my laptop for work. and i ask myself, then why Dell have a live chat if that person cant be efficient and help instead of causing me an unnecessary problem?. i dont see Dell taking the blame on this one.
DELL-Chris M
Community Manager
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56.9K Posts
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April 7th, 2015 21:00
We can place blame on the chat representative for the wrong battery. That does not mean that you will get free parts or compensation for the international call charged. That still does not change the issue that the service tag is still registered to a USA address so we cannot send parts to Venezuela. The service tag should have been transferred by you to your Venezuela address when you moved. If you had done this back then, you would not have to send parts back and forth.