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February 15th, 2020 19:00
English Support in Japan
Hello,
I bought my XPS 13 9365 2-in-1 in Japan where I live. However after experiencing some recent issues which I was unable to resolve from the online support pages I contacted the local technical customer support number in Japan.
I do speak some Japanese but not to the level to talk about technical issues so I was surprised to find out that there was not English support available in Japan even though:
1) I am given the option when I call the support number in Japan to press #9 for English which just directs me to the regular Japanese support call number
2) When I asked the customer support representative if any English support was available in Japan he rudely dismissed me.
When I try to contact international support numbers in English I am told I am ineligible for support as I bought the product in Japan. This is incredibly frustrating.
Dell is an international company and should make English support available to all customers regardless of where they bought the product.
I hope Dell can provide the means for me to resolve my issue.
JapanInEnglish
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February 16th, 2020 01:00
This follows my previous post enquiring about customer support in English offered to Japan residents: https://www.dell.com/community/Customer-Care/English-Support-in-Japan/m-p/7496223#M28083
After posting this first topic, I was contacted within hours by Dell global support and currently in the process of trying to resolve my original issue. So for that, props to Dell, but let's see if the matter get's resolved..
However, this does not address the rude and unprofessional manner of the customer support representative we spoke with in Japan.
I will detail the conversation below and expect Dell to provide me with a means to contact the relevant person in Japan to escalate this complaint and also eventually expect some form of apology from the management of Dell Japan for tolerating such terrible customer service.
After the listening to the call service options I pressed #9 for English service but was connected to Japanese a speaking customer support representative who did not speak English. From there I passed the phone to a native Japanese speaker to continue the conversation on my behalf.
During the call with the Japanese speaking customer service representative we were informed that there is no English service or any Dell service staff that could speak English in Japan. We complained that the call option menu was therefore misleading and asked the support representative to make sure this gets addressed as it very confusing, but he said there is nothing Dell Japan could do.
This makes no sense, why offer English support as an option but not provide it? He didn't even apologize.
It also turns out this customer service representative was not even Japanese himself, so should have at least had some empathy towards another foreign resident of Japan.
When we started to describe our issue, he asked us to find the service tag number "sticker" but we could not easily locate it anywhere on the laptop. We told him that we have the customer number, order number and product name from Dell.com but he said he cannot do anything with that information. He repeated that there is nothing they could do if we cannot provide them with the service tag number. He also said we probably have a fake laptop if there is no service tag, which is not the case as we told him we bought this from Dell.com...
We said that we could only find an XPS logo on the back of the laptop, not a "sticker" as he described. We later realised the service tag number is located underneath the XPS logo (which is a flap) - but if he really knew his models well then he should have just told us this at the time. Instead:
He said “ You should be abut to find the service tag number on the laptop if it’s an official DELL product!” He also said “All customers can find the number, why can't you find it? It’s very easy. Look for it more carefully!” in a very rude and condescending way.
Because of this rude attitude we asked if we can talk to his boss or any Japanese customer support staff as his attitude was incredibly rude, which I have never experienced in Japan, by a Japanese customer support person. But he said he is the only support staff available today. Then we asked when his boss or a Japanese colleague will be available but he kept repeating “I don’t know”.
We then asked if I can just take a picture of the laptop and email him, so that he can show me where I can find the number. However, his answer was they cannot accept any inquiries if they do not know the service tag number even by email. We also asked if there is any physical location that I can bring this laptop for servicing in Japan but his answer was again “no”.
At the end, the Japanese person talking to him in Japanese switched to speak to him in English, as this is supposed to be an English service line (according to the call options) and also given this support rep was not Japanese himself. He surprisingly and very rudely, he said “I cannot stand Japanese people's English” which we both found extremely rude and racist.
We are shocked and appalled by this customer service representative's rude and unprofessional attitude towards a Dell customer and therefore demand a formal apology from Dell, Dell Japan and from this person's superior.
As mentioned above we have his last-name, or at least the name he gave to us and the time of the call (which should be recorded) so I appreciate someone from Dell / Dell Japan promptly following up with me to address this complaint. If this complaint does not get addressed promptly, then we will be happy to escalate it further until it is.