Customer service escalation

dergregissar

Unfortunately after 30 days you can no longer return the system.

If your problems are related to the computer, you have a warranty.

What other type of problems are  you referring to?

Z...........................................

1) I was lied to in November by a manager telling me I would have a PS4 by Christmas. He blatantly lied to me to attempt to make a sale, as following calls regarding my order status (it showed that it wouldn't even be shipping until Dec 24th and had an estimated arrival date of sometime late January, so I called to question it.) The order was subsequently cancelled because it was not in stock in time for a Christmas arrival and I was deliberately lied to by your sales team. Throughout my attempts at getting some form of closure for this situation I was told I would receive calls from customer care or supervisors and was never once contacted by Dell.

2) In September I purchased an XPS 18 which had a touchscreen that failed within a month of use. it was exchanged (which went wonderfully, by the way, support was great at that point). The replacement's glass was separating from the chassis, which I noticed almost immediately,

3) After everything had settled down, I contacted Dell regarding my issue. I told them the glass was pulling from the chassis (it's NOT broken or cracked, mind you, just pulling free in the top right corner) which was sharp enough to slice my finger, which it did. I was told to email them pictures and was given an email address to send it to. I sent a picture to ServiceDesk23 on January 17th. A tech called a couple  days later and told me Dell never received the email and that he would send me a different address to contact. I was given . This email address was not valid. I received a call a few days later from another technician who gave me the email address . I emailed him the picture and heard nothing back. Dell called me (again, days) later and told me the picture wasn't good enough. I subsequently emailed them another few pictures and received a call last week Thursday. I was told a technician would call me and set up an appointment for Friday or Monday. Monday I contacted Dell support to provide a better phone number for contact so the technician could let me know when he had arrived and was told that the part was delayed. I made arrangements with my employer to ensure this could be handled on Monday and now it was delayed with literally no notice to me until that moment. Which I wouldn't have heard about had I not needed to update my email address. At this point I'm incredibly frustrated from the absolutely miserable experience I've had with tech support. I called to explain that I would rather have this exchanged than deal with a product that is clearly substandard in its manufacture. I was routed multiple times to departments that "could assist" with the issue and was bounced from one group to another for hours yesterday and today. I was told tech support could perform an unlike exchange, I was told by tech support that I could receive a refund, I was told by customer care that they could do nothing but then I was transferred to returns after I requested to speak with a supervisor. Multiple times during this interaction I requested to speak with supervisors and instead was transferred between departments. There doesn't appear to be anybody that cares whether or not I'm happy with the product I'm using (I'm not) and there are even fewer people who would like to take care of it for me. I'm not looking for some trade up or upgrade, I'm simply looking for an equitable solution where I am able to feel that I'm not being given the run around or treated poorly simply because you already have my money and I have no recourse. There are other Dell products that I *do* have faith in that I would much rather own than this XPS 18.

Honestly recent Dell desktops have been good to me, and the XPS 18 felt decent enough at Best Buy, but it clearly couldn't handle being a primary-use computer in my home.

I've been in IT for the last 14 years, both retail and enterprise, so my experience has run the gamut. Their current desktops seem to be ready to handle the long-haul. My corporate support experiences had been reasonable, with replacement parts showing up next day. My current employer uses HP, and it has been much much worse, with new orders and repair parts taking weeks to arrive.

And it would appear that Dell just called my cell phone(I work in a basement) after being asked to call my work number. The hits just keep coming.

Also, I have yet to hear from a rep regarding my pending repair. I was told I would "get a call" as soon as they had my part in hand. I was assured that would be today as the warehouse should have gotten it yesterday.

The repair website says "The schedule is tentative based on parts availability, We will contact you to reschedule if parts are delayed" which didn't happen in my case prior to Monday, and I'm still waiting to hear from somebody regarding the repair today.

I don't know if it's because there's some change in the status due to my complaint, but I haven't heard anything since I posted the reply to this forum last night, so I'm assuming everything should still be going as-is.

Under-communicating in a service role is one of the worst follies, only slightly less bad than blatantly lying.

Well, the biggest problem is the lack of empowerment the support teams actually have. They have different groups that all tell me they have no power to do anything of consequence.

And no voicemail left.

If we're in the habit of deleting posts, I'll just edit this one.

dergregissar

Here is a form that goes to Dell.  In it you can explain your frustration and what you want.

They should get back to you in 2 or so business days.

Z................................

That form doesn't appear to work properly. When I hit submit it goes to a blank screen. I'm using Chrome on a Mac.

It might have gone thru....

The Dell tech didn't call the number I provided Monday and instead called my cell phone.

I work in a basement and I literally cannot receive phone calls. I will occasionally get the notification of voicemails, however my phone rarely rings and when it does the call will drop immediately. I spoke with a chat rep on Monday to provide my work phone number.

02/03/2014 11:40:54AM Agent (Kiran): "May I also take down the Alternate No. and the best time to reach you in case of a follow up?"

02/03/2014 11:41:24AM Gregory: " "

2/03/2014 11:41:30AM Gregory: "Wrong alternate"

02/03/2014 11:41:34AM Gregory: "Alternate is "

I received the VM at around 8:52, which is outside the time window in the service email:

"The onsite technician will pick up the part and should call you between 10AM-12Noon local time to schedule an appointment to perform the repair."

I called back as soon as I could, again around 9AM, and the technician did not answer; I left a voicemail and will update this thread when I hear back.

At least the tech left a voicemail with a contact number. I called and left my work number in a voicemail at around 9AM EST.

The response from the Social Outreach Services team echoes all previous responses to my customer service issues, which is to say, "We're ignoring your customer service issues and focusing on the repair. The repair should fix your computer."

I don't know how many times I must tell people that this is a customer service problem. It's infuriating. The computer is simply the straw that broke the camel's back. Dell does not appear to care one iota that I've been having one of the worst possible customer service related issues that I've ever had to contend with and is doing nothing to rectify it.

Do any Dell employees read this forum?

Spoke with the technician who won't make time to get out here today. He will be here tomorrow between 9-11AM. While Worldwide Technical Services is obviously contracted for repairs by Dell, I'm pretty sure he hasn't seen any of the issues I've addressed here.

This is for a service call I was promised to have been handled by Monday. Which has taken 3 weeks, from start to finish.