Major Unresolved Service Issues

Question

Please help!

I have been working with the Dell Technical Support Team for nearly 1.5 years on an ongoing issue with my Dell Inspiron 1720. I spent hours on the phone, calling nearly every week to find a resolution. Finally, a few months ago I spoke with Jag, a Manager in Tech Support. He agreed to send me a replacement computer (a Dell Studio). A few days ago, we received a software disk in the mail from Dell. My husband called Dell Tech Support to have them help with the install. They informed him that due to the hardware issues on the computer, they could not install it. My husband handed me the phone. I spoke with Mabib in Tech Support, who finally transferred me to Jason, the Manager on duty at the time. He agreed to take the computer back and give me a full refund since I've had problems since Day 1. He informed that he would transfer me to Customer Care, and that I would simply need to ask them for 1) a return label for the Dell Studio, and 2) a full refund. Once I was transferred, no one could find the notes from my conversation with Jason. I have called both Dell Customer Care and Tech Support at least 5 times in the last few days, as well as emailed them, without resolve. I am incredibly frustrated.

Can someone please let me know how to proceed and who I should talk to. I have already contacted the BBB. I will NEVER buy a Dell again... the customer service is undoubtedly, incredibly, unbelievably bad.

Allyson

jgthisservicest · Answer

Allyson,

I wish I could help you, but unfortunately, I'm responding just to sympathize. I have also experienced the same type of issues with service/support. Calling DELL support (which I've paid for) is like falling into an abyss. It is a black hole of unending call transfers, repeat questions, dropped calls, service techs who cannot be understood, poor connections, and inept technicians.

I am telling everyone I know to never, NEVER BUY DELL. After a couple of extraorddinary frustrating days and nearly ten hours of phone calls (this was not the first time, believe me, I finally found a technician who was able to repair damage done by another technician on a previous day. All this, and they say they must charge me for the call. Talk about fury.

But here's the kicker: After insisting to speak to a manager for information on DELL corporate (and a contact for customer complaints) the supervisor (this is the highest level I got to) informed me that "THEY" didn't even know where DELL headquarters was because DELL is Global, that the only number that existed was the few 800 numbers for service calls, and that "THEY" had no idea who owned the company, where offices were, or who any of the management team was.THEY said I could keep calling the 800 numbers or try an email (isn't that helpful?!). In other words, DELL has robots working for it. There are no real people who can solve problems or listen to your concerns - only robots who ask the same questions over and over again, and have no ability or authority to make any kind of substantive decisions.

So... her is my DELL solution. Abandon DELL. Find a more suitable and reliable company, where real people exist outside of cyberspace, and within the country in which you live, and buy a computer from that company. I am moving to Apple and purchasing a Mac. DELL will bleed you dry, leave you frustrated and furious, have you jumping right over the edge. Well, jump ship now - cut your losses and invest in a much better product w/real support.

Best of luck.

allysonwilliams · Answer

Thanks for the sympathy.

After spending countless hours on the phone for over 2 years with no resolve, I did indeed abandon Dell and purchased a beautiful 17-inch MacBook Pro. It is amazing... and totally trouble-free! The switch was a costly one, but worth every penny!

I, too, will be telling EVERYONE I know not to buy a Dell. My husband, whom I gave the refurbished computer to, decided to go out and buy an HP from Best Buy after discovering major hardware issues with the refurbished computer after only one month of use. He made this decision so that he wouldn't have to go what I've been through.

Unbelievable, isn't it???

ejn63 · Answer

It will be, if he has trouble with the HP - which is likely.  If you think Dell is bad, just wait'll you experience the nightmare called HP service!

ejn63 · Answer

If you didn't get an extended AppleCare warranty on the Mac, it's a VERY, VERY good idea. The hardware fails at about the same rate as Dell's as the link shows . The big difference is that Dell charges about $400 for a mainboard replacement - Apple charges about $1,100.

The other big downside of the Mac is that when the battery goes, as it will - you can't change it. You must have Apple replace it -- at double the cost for a PC.

ieee488 · Answer

Thanks for the sympathy.

After spending countless hours on the phone for over 2 years with no resolve, I did indeed abandon Dell and purchased a beautiful 17-inch MacBook Pro. It is amazing... and totally trouble-free! The switch was a costly one, but worth every penny!

I, too, will be telling EVERYONE I know not to buy a Dell. My husband, whom I gave the refurbished computer to, decided to go out and buy an HP from Best Buy after discovering major hardware issues with the refurbished computer after only one month of use. He made this decision so that he wouldn't have to go what I've been through.

Unbelievable, isn't it???

You think you are being soooo smart, don't you???? Well, you ain't.

Apple is just in the middle of the pack http://www.engadget.com/2009/11/17/laptop-reliability-survey-asus-and-toshiba-win-hp-fails/

And HP is the worst, but then what are facts compared to rants such as yours????

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Major Unresolved Service Issues

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