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August 29th, 2024 21:31
Dell Customer Service is AWFUL
I ordered my daughter a computer on 8/20/24 for her upcoming birthday on 9/6. I chose Dell because I have a Dell computer that has worked well for me + I had a coupon. The original estimated delivery date was 8/29 or 8/30. I was informed on 8/27 that the order had been delayed and the new delivery date was 9/9. I wanted it in time for my daughter's birthday, so I called Dell on 8/28 to see what could be done.
First of all, it's near impossible to contact Dell customer service on the phone. Almost every prompt sends you to a message stating to use the online system, says thank you, and then hangs up. That alone is a red flag. Every time I called them I had to go through sales and sales had to connect me to customer service.
I was eventually connected to a customer service rep who told me someone would email me with similar options that could be delivered before my daughter's birthday. I waited a day and that email never came. I called back the morning of 8/29 and again, had to go through sales to get to customer service. The sales person I spoke with told me she could upgrade the computer and the upgraded version would arrive in time, however, she could not honor my coupon. That was frustrating for me. Dell delayed the delivery date, Dell didn't email me comparable options, and Dell wanted me to spend more money and won't honor my coupon. They offered no repair in this situation, so I asked to be connected with customer care.
The customer care rep that I was connected to actually seemed concerned and helpful. He said he understood and assured me that someone would email me within 2 hours, and that email would be followed by a phone call. I waited 4 hours and nothing. So I called back. The customer care rep told me they could expedite the order, but couldn't guarantee that it would make it in time, or they could upgrade the order, but that would require me to spend more money, and they would not honor the coupon that I used on my original order. I spoke with his supervisor, and the supervisor not only gave me those same two horrible options, but when I pressed him and asked him who's fault it was that I was never emailed or called back, he told me it was partially my fault because I didn't follow up.... I WAS LITERALLY ON THE PHONE FOLLOWING UP.
I ended up cancelling my order and I will never choose Dell again.
DELL-Cares
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August 29th, 2024 21:59
Hi,
Thank you for writing to Dell.
I'm sorry to hear that the order had to be canceled due to the delay in the order and do apologize for any inconvenience caused. Upon reviewing the order I see that you are working with us on another platform. Let us continue to work on one platform to avoid confusion.
malaykchatterjee
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January 18th, 2025 13:00
I had very high esteem on quality of DELL products, so this time I decided to purchase one Dell Inspiron 16 for me. I received the laptop on 9/12/2024, set it up on 12/12/2024 and the laptop went dead on 5/01/2025, three weeks after purchase. I contacted DELL through messaging ( no other option available), the person on the other end profusely apologised, promised to do everything in a hurry and that was all. I was given an ETA of 18/01/2025 to repair my laptop. On 18/01/2025 I am informed that my service is indefinitely delayed. Dell has decided neither to replace, nor repair and not refund. I really don't know what to do. Had I have any idea about the real DELL, I would never have purchased it. This is really painful.
(edited)