Help with Customer Service

Question

I purchased a Dell Latitude 10 tablet based on reviews and my need for a windows based mobile machine.  I was leaving for a business trip that required a mobile device, so I made the purchase and paid for next day shipping.  When I opened the box I found the tablet, but the A/C adapter was missing from the package.  I was forced to go on my trip without my tablet because I had no way to charge it.  After many hours phone and chat sessions I was able to get an A/C adapter shipped to me and device worked as advertised.  I used it for about a week off and on in the evening for light web browsing then sat it on my desk for two weeks.  As I was packing for another business trip I attempted to charge the tablet and found that it would not charge and would occasionally start while plugged in, but never on battery alone.  I contacted Dell support and then ran into a host of difficulties ranging from poor customer service, lack of expected CRM, and incredibly poor technical support.  Other than explaining my situation to approximately 12 different people, the most notable issues consisted of technical support repeatedly telling me that I should let the Dell site scan my machine for the service tag, because the technician did not know its location (later found it on my own).  Interestingly this was after I explained in multiple ways that the machine does not work or turn on at all.  After being told that I cannot send this machine back and exchange it for an Ultrabook from Dell (have used Dell laptops for many years and prefer to rely on something I trust instead of this problem machine, I was sent to another technical support representative who asked me the same questions over and over and proceeded to talk me through troubleshooting steps for an entirely different machine.   I have spent over 7 hours doing my own troubleshooting and dealing with Dell on this machine.  I would really appreciate an actual customer service agent who actually exist to serve customers and not read from a script to contact me.   Based on my past experiences with Dell I am certain that the quality of care I have received is not within the company’s objective.  I have saved all chat logs if needed.

dlshaw1 · Answer

THank you very much for the help.

zbestwun2001 · Answer

dlshaw1

I'm going to refer you to our Customer Care Liaison. She should be able to get this straightened out.

Here are some instructions:

Please click on Lorna's name here:   DELL-Lorna M.,   then click on Send A Private Message.

In your message include the following.

    Email Address:
    Name:
    Shipping Address:
    Phone Number:
    Dell order number or Service Tag number:
    Your country
    Country where system was bought
    Issues, (you can just paste what you wrote above)

Please give her a day or two to get back to you.

.
Zb1

Customer Care

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