Unsolved
3 Posts
0
193
Simply abysmal customer support team
- Purchased Dell Laptop on 4/12/20
- Return Delivered via UPS (Dell-provided label) and confirmed receipt by Dell on 5/13/20
- Been chasing ever since by email & phone
- Phone support has been abysmal, with hold time for each of 4 calls over 90 minutes.
- The foreign support team consistently responds with "copy & paste" patronizing emails without responding to actual issues.
- Consistently makes the key customer service mistake of telling me what I must do versus what Dell will do to resolve.
- Told on 5/20/20 that Credit Memo in the amount of $1623.24 was issued and that I must check with PayPal (told this every time I inquire even though I have checked with PayPal daily since Credit Memo was issued).
- Called Customer Support again last evening and after holding for over two-hours (because "my call is important to you"), the support rep told me first; to check with Paypal and second; to wait another 5 business days. When I questioned this, he had the audacity to hang up on me!
- I have repeatedly asked via my email exchanges that my case be elevated to the Management team, only to receive more "canned" responses.
- What does it take to get my refund?
DJDENNIS
3 Posts
0
June 3rd, 2020 05:00
Of course, but that presumes that my Dell actually cares about my original thread and is stepping up to respond conclusively. Any suggestions?
The notes for your case #show that both Susanna and Pamyaphi had emailed the team yesterday concerning the refund.
DELL-Admin
DJDENNIS
3 Posts
0
June 3rd, 2020 05:00
original thread for further comments. DELL-Admin>
Simply abysmal customer support team
Purchased Dell Laptop on 4/12/20
Return Delivered via UPS (Dell-provided label) and confirmed receipt by Dell on 5/13/20
Been chasing ever since by email & phone
Phone support has been abysmal, with hold time for each of 4 calls over 90 minutes.
The foreign support team consistently responds with "copy & paste" patronizing emails without responding to actual issues.
Consistently makes the key customer service mistake of telling me what I must do versus what Dell will do to resolve.
Told on 5/20/20 that Credit Memo in the amount of $1623.24 was issued and that I must check with PayPal (told this every time I inquire even though I have checked with PayPal daily since Credit Memo was issued).
Called Customer Support again last evening and after holding for over two-hours (because "my call is important to you"), the support rep told me first; to check with Paypal and second; to wait another 5 business days. When I questioned this, he had the audacity to hang up on me!
I have repeatedly asked via my email exchanges that my case be elevated to the Management team, only to receive more "canned" responses.
What does it take to get my refund?