Lousy Customer Support

Question

For xmas I bought a tablet keyboard combo.  The tablet arrived but turned out to be defective. So Dell sent me another one.  Guess what? That tablet was also defective.  After two defective tablets I decided that a third tablet cant possibly be any better so i decided to return the tablet and keyboard and get a refund.  What I did not realize when I returned the products was that the tablet and keyboard had separate order numbers and therefore would require separate return numbers.  I assumed that since I bought the tablet/keyboard as a combo I could return them together.  That was a huge mistake! Apparently when Dell processed my return they only processed the tablet and somehow ignored the keyboard b/c it lacked a separate return number.  Instead of the employee doing any kind of due diligence to process the return of the keyboard they simply overlooked the keyboard thus  me out of the $95. I have been in constant contact with customer support.  Each time they tell me to check back in a few weeks to check the status.  Here we are in March and they still cant find any record of the keyboard and have essentially told me 'tough luck'.  When asked to speak with someone higher up who can better assist me the customer service rep simply ended our chat session.  My entire Dell shopping experience has been the worst experience ever.  Between defective products and lousy customer service, Dell can be guaranteed I will never buy another product from them ever again.

robert p · Answer

Hi Greg.Tyree,

Thanks for posting.

I apologize for the confusion surrounding your return. Please contact me privately and I'll be happy to look into this for you. Please include your order information when you respond. Thanks.

Regards,
Robert

greg.tyree · Answer

Hi Robert,

Thank you for taking the time to look into this.

Orig order number for the keyboard: <ADMIN NOTE: Order number removed per privacy policy>
Orig order number for the tablet: <ADMIN NOTE: Order number removed per privacy policy>

Here is the case # provided to me during my chat yesterday: case number 922502448
Here is the reference # provided to me from my Feb18th chat: 73330673
Here is the reference # provided to me from my Jan chat: 922502448

Like I mentioned in my post, I returned both defective tablets to Dell. I returned the original tablet and keyboard together in the same box. I returned the 2nd tablet in it's own box. Somewhere at the return facility there is a misc keyboard that was part of my return. There is no reason for me to keep the keyboard without a tablet, especially since it is proprietary to that tablet.

Again, thank you for looking into this for me. If there is any other information you need from me please dont hesitate to ask.

Sincerely,
Greg Tyree

Customer Care

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