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Still no follow up to my issue with customer service.
listed below is my first post made on 11/30. I was told by Dell to use the USA CUSTOMER CARE BOARD to report my concerns. I have not received a response. This is terrible way to treat your customers. WHAT HAS HAPPENED TO DELL> Not the same company as in the past and definitely not worthy of loyalty to the brand.
11/30/15
Dell Customer service, (lack of)
I am compelled to write out of complete frustration with my experience with Dell Support.
To qualify myself, I am a long time customer buying multiple desktop and laptop computers, currently a member purchaser.
On 11/25 I ordered an Inspiron 13 laptop computer from Dell on-line with chat assistance. I added (3) years technical service support and accidental replacement.
On 11/27 the laptop was delivered. The box did not include owners manual??? It would not boot up.
I called Dell technical support starting at 4:45 pm. Each person I spoke to was like speaking to a robot and very difficult to communicate with. After transferring to 3 different technicians I was finally instructed to push the on button at the same time as pushing the letter (d), that started a screen diagnostic scan. First time I saw anything on the screen. Then afterwards there was a "critical Error" message that said I must submit to Dell. The technician told me that he is going to authorize a replacement laptop. He said that I must review with the "return department" that he transferred me to: The service case # is: 920810934. This was at 6:PM.
I was on hold for the "return department" until 6:33pm-33 minutes. At 6:40pm the return department told me the service report referenced above said it was a software issue with Windows 10 not a hardware issue! The rep informed me I would be issued a refund that will be posted 7-10 days and I could order a new one after I returned the defective one. WHAT! I now have to wait another 10 days to get my new laptop.
I insisted I speak with a supervisor and finally spoke to him at 7pm. I explained the situation, that whatever mistake the technician made in filing the service case, I am the customer and telling you the computer screen would not engage. The computer hardware is defective. He put me on hold and came back 5 minutes later saying he needed more time. The phone line didn't have "on-hold" music so the dead-air was unnerving not knowing if I had been disconnected. 2 1/2 hours so far, you can imagine I didn't want to lose the connection. At 7:10 he came back with a Return/Exchange authorization. Explained I was to hang on-to the defective unit until the new one arrived and use that box for return. I asked for him to send me a confirming e-mail but said he couldn't. Now I have to trust he made the arrangements without written confirmation.
Monday-9/30 I was able to get e-mail confirmation that I will be sent a replacement with tracking number. THANK YOU>
But I still have a bad feeling about doing business with DELL. If quality control had been handle properly I would not have received an untested laptop. If you are positioned as a premier customer, then you should lead customer reps handling their calls. The frustration of expecting A#1 service and not getting it hurts.
When I called Dell customer to file a formal complaint they said posting on this forum was the only way to do it. I don't know who I am speaking to here. Am I talking to a wall. Just another mistake made by Dell Customer service, not to have a number to speak to someone about an issue. if I can't talk to Dell then who, the press, better business bureau who?
Karen Palmer