So sad to realize what Dell has become.  In my latest experience, it’s no longer a premium computer maker, it’s a sales operation.  They appear to care little about customers and everything about getting a sale.

 

When I started my U.S. business in 2002, my very first purchase was a Dell computer.  Over the last 26 years, I have gone back to Dell and Alienware, again and again (and again).  Great service, great products and great customer service.  But not my experience this time.

 

When purchasing a new Alienware laptop, this was my experience.

1. I needed a replacement for a failing Alienware laptop (older and out of warranty)

2. Asked Dell to call me

3. Representative call back within 24-hour, was very helpful, offered a “Deal” on the laptop.

4. Representative emailed a price that was over $100 MORE than I received online!!!! (Exact same specs)

 

5. I needed to confirm a couple of details about the laptop, so I called Dell Chat. 

6. While I was still in the Chat, someone claiming to be the agent’s supervisor, call me via phone, to “Help me Place the Order”

7. The Supervisor was quite Assertive, and wanted to stay on the phone while I checked the final details.

8. Eventually I insisted they call me back, which they did 10 minutes later.

9. I needed the laptop for an event in about 2 weeks.  The Supervisor assured me that was possible and she would "Watch the Order" and follow up.

 

10. Because the Supervisor rush the order process, I did not look at cases/bags.

11. While looking a Dell bags, I find an offer for 50% off if purchase with a Laptop

12. I called Dell Chat to see if I could add the bag to the order.  But the Representative pushed hard for me to cancel my current order, and reorder with him. Same Laptop, He offers FREE expedited shipping. “Get it Sooner,” and half-off the bag, Please just order with ME!!!

13. In the past I have always felt Dell wanted to help me.  This whole experience made me feel like no one cared about me, “Please Just BUY FROM ME”

 

14. AND guess what - Delivered date changes with ABSOLUTELY NO FOLLOW UP FROM ANYONE

 

Sorry Rant over, just very disappointed in Dell.  I still believe in their product, just not the corporate direction.

Derek