Another Unsatisfied Customer Experience Rant

Question

Another rant about the horrible experience I received on my first purchase with Dell. With no one else to talk to I guess I'll resort to the forums. You'd think a company as big as Dell is would be better than this but really I'm just another customer to them. Number 91000. In a email I wrote: You must understand that after the call with you I went to DFS for another 30 minutes (on hold for 15 mins) to get my finances approved. Then I went Customer care for another 30 minutes (on hold for 15 mins) to see if they can deal with Rakuten because DFS is not able to. Customer Care at the end hung up on me which to me is unacceptable. This email has to reach management because how a simple order for a laptop got handled like this is unacceptable to me. This situation even with the help, although appreciated, does not make up for the almost 4 hours of phone time. I went between Sales, Customer Care and DFS constantly and there should be a department that could coordinate the 3 together so that I don't spend the time on hold and talking to a new representative each time.

angho · Answer

Spoiler

That is last thing I want to hear right now. Is that you guys are putting the blame on someone else. I could care less about that right now. What you said, just increases my anger because I've already heard that same excuse form so many others. It's the Dell customer service that my main concern is about! I can't believe they responded to me like this. What a bunch of monkeys!

Hi,

Sorry for the experience you have had with the purchase. We do not have the expertise to assist you with this. It is between Rakuten and Dell and you will need to contact Rakuten for coordination.

Kiran J.

That is last thing I want to hear right now. Is that you guys are putting the blame on someone else. I could care less about that right now. What you said, just increases my anger because I've already heard that same excuse form so many others. It's the Dell customer service that my main concern is about! I can't believe they responded to me like this. What a bunch of monkeys!Hi, Sorry for the experience you have had with the purchase. We do not have the expertise to assist you with this. It is between Rakuten and Dell and you will need to contact Rakuten for coordination. Kiran J.

angho · Answer

Dell apparently doesn't have the expertise to resolve their own customer service. Unbelievable. I wonder who would. Maybe Hewlett-Packard would. From Dell:

Unfortunately, we do not have the expertise to assist you with this.

Customer Care

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