mysticvisions
1 Nickel

worst support ever

I ordered a 1750 for my mother to replace an HP that had the screen go out.  She wanted a better computer since her experience with the HP.

Boy did I goof ordering her a DELL,

I have been on the phone for 57 minutes trying to get someone to send the ac adapter and half mini card that was not even included with my laptop.

I have switched 8 times between customer service and technical support.  They keep telling me the other department handles this problem. They speak horrible english. 

 

The third person asked my since I only purchased the one year warranty wouldn't I want to purchase the premium warranty so I did not have to wait line so long,  I sure hate to see Dell

Unbelievable but another person just answered and disconnected me.

25 minutes later and 4 transfers later someone finally tells me they can send me the ac adapter but it will take 8 days. They still cannot figure out who will need to send the other missing part. Unbelievable!

I hope I can convince my mother to just return this but I am sure there will be a large restocking fee.

I learned my lesson the hard way here.

 

BTW, the song when you first call DELL, "Lollipop, Lollipop" is so appropriate.  I sure feel like a sucker.

 

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8 Replies
mysticvisions
1 Nickel

Re: worst support ever

Eight days later I just get a call from Dell stating they needed to verify the mailing address to send the AC adapter.  What a crock.  Why they did not just ship it to the address on my original order or on the replacement order request???  Who know?

Now it will be another 8 business days.  This computer will be out of warranty by the time I get the power cord to be able to turn it on

 

This will most certainly be the last DELL order from anyone in this household.

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Evil_Spork
1 Copper

Re: worst support ever

It sounds like your experience is just about on par for Dell these days.

 

I recently spent more than 4 hours just trying to get to talk to the proper person to clear up a hold put on my account due to a problem that was the fault of Dell.

I was hung up on 12 times, and redirected at least 20 times. I finally had to just keep asking for managers until there was no one else to move up to. Then it took me over 30 minutes of trying to understand the extremely thick accent to get him to admit the problem was Dell's fault. He then said it would take 5 more days before the hold on my account would be lifted.

 

Dell needs to move support away from India and move it to any country that speaks English well and cares if customers are unhappy or mistreated.

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MTFrobin
6 Indium

Re: worst support ever

If you think Dell is the worst you do not own an HP product, I've been told from reps that Dell and Microsoft is the best if work in India they pay the highest,  if you get canned from Dell or your english is not up to par when looking for a job HP is always hiring. I even paid once to HP for tech support $59 just to be kept on hold for 1 1/2 hours after a 1/2 hour just to pay. I had my wife call HP while I was on hold and she argued for an hour to get our money back. After which I called Microsoft an paid them and my problem was fixed in 15 minutes.

Now as for Dell all my machines are XPS so I do have a better tech support than a standard Dell

and if you buy that premium warranty you tech agents live in the states.

If are goverment keeps on letting companys out source this is what happens! We pay we pay we pay

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8 Krypton

Re: worst support ever

Dell needs to move support away from India and move it to any country that speaks English well and cares if customers are unhappy or mistreated.

 

Are you willing to spend $349 more for your laptop for North American support????

 

It's available when you order select Dell PCs. After all the pay for tech support in India is miniscule compared to what an American would get even if the American is paid at minimum wage.

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Evil_Spork
1 Copper

Re: worst support ever

My system is an XPS.. That's what scares me.. If the support I'm getting is the better version, I feel very sorry for those with "regular" systems!

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8 Krypton

Re: worst support ever

Are you sure you are getting the "better" version? The current technical support / warranty tiers has three levels with only the 3rd level offering North American tech support.

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Highlighted
multibyte
6 Indium

Re: worst support ever

I've gone thru that as well, many times, while under warranty.  Now that we own over 30 Dell workstations and laptops at work, all of them out of warranty by couple of month, we can forget about getting any support without pay.  And to pay for support we have to go through corporate office and issue a purchase order which takes couple of days, and then we are not allowed credit cards.  So here I am in the forum trying to get info.

With HP, you can get chat support even if out of warranty.  We have stopped buying Dell for our offices, and started buying HP's for this reason.

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mysticvisions
1 Nickel

Re: worst support ever

I guess I should have looked better,  I saw no difference as far as where the support came from in the choices.  It is also obvious DELL does not read or pay attention to it's own forums.

So how much do you have to pay to get the support you should be getting without paying extra???????????.

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