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Terrible Customer Service - Small Business Owner.

I had heard from many people that Dell has bad customer service, but I gave it a chance anyways.  I have a lot of patience, but my FIRST experience with Dell was absolutely horrible.    Here's my story:

  1. Ordered a monitor on the phone with a credit card, urgent business need for this item.
  2. Was notified by FedEx that Dell got my shipping address wrong
  3. Talked to someone at Dell who said he would fix it and call me back
  4. Received an email that the order had been canceled
  5. Checked with FedEx, found out that Dell asked for the monitor to be returned
  6. Received an email that my order from Dell had been cancelled
  7. Talked to 15 or 20 representatives, waited for hours on hold over two days
  8. Finally got a manager, told me there was nothing he could do and I would receive a refund to my credit card at some point in the next 15 days.  Nothing anyone can do, it is what it is.

My first, and last Dell experience - I expect much better service and I'll find someone who can provide it.  I will also spread the word.

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RE: Terrible Customer Service - Small Business Owner.

Hi tdgroup,

Thank you for posting your comments on the Dell Community Forum Customer Care Board. We appreciate anyone who will take the time to share their customer experience, either positive or negative. Customer feedback remains an important tool in evaluating our products and services.

It's genuinely sad to lose any customer, no matter the reason. Please accept my apology for any frustration or inconvenience you may have been caused. We strive to provide a great purchase experience for all of our customers. I regret we missed the mark in your case.

Please know that Dell greatly values your business, and we would make the most of a second chance to serve you, should you grant us one. If you have any questions or concerns in the future, please feel free to contact me. If you still need assistance, please reply to my email and provide the requested information so I may access your account records.



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