I started out being a DELL reseller 11 years ago and you are correct, the company has gone downhill significantly over the years in their attempts to stay in business and make the margins. I currently work for a bank now and we are moving forward with a breach of contract with DELL because their customer care has all been sent to India and they do not understand our culture or how to maintain a business relationship. We have a computer that has been a lemon, now everyone from the US will know that means the computer has had numerous and consistent failures. Unfortunately, the folks in India actually defended their position to not replace the computer because "it is not a citrus fruit". LOL ... Dell is an American company, but their support gives us a different face which is NOT a successful company.
If you can buy a computer from somewhere else with an equivalent warranty, then I would strongly recommend doing so and I say this as someone who has ordered hundreds of Dell computers. Yes, indeed, Dell corporation is becoming a failure as company based solely on its horrible customer service.
I WILL NEVER PURCHASE ANOTHER ITEM FROM DELL. I have had the worst experience EVER.... I ordered 3 laptops for Christmas gifts. I then was charged for and sent 6. This was in November. I still HAVE NOT recieved my money back! Yes that is nearly 3 months!!! I am now going to send back the 3 I was keeping and buying ANYTHING else but DELL!
Also, you'll notice that SALES is here in America, we had a very articulate and helpful woman on the phone help us load the laptop with plenty of pricey extras, this kind of service is nowhere to be found once you buy the dang thing.
I noticed that all of the customer service people were from India, as I was bounced all over the place. They were super polite, but never realized that they were dealing with an irate customer who'd been trying to solve the problem they created for weeks, they should have put me through to a person, not required me to wait endlessly on the phone, even their own tech people couldn't get through to customer service at one point. Dell should make restitution in some way for people who suffer economic loss just trying to buy their product. We had to hire a computer tech twice, wasted a ton of hours, and did not have the convenience of a laptop for an entire month. I really am disappointed as I've always bought and loved Dells, they're all over the house and my husband's office, but now he's on his way to Best Buy to look for another brand.
hey folks... just to let you know...the "DELL moderator" is from India and they struggle with the English language. Having posted 2x the same message with their concerns removed, they clearly are having a problem with U.S. citizens. They do not seem to realize how destructive they are to the DELL brand. Maybe this post will also be removed as "offensive". But the point is that DELL corporation has lost its way completely because of its outsourcing to a 3rd rate India division that is completely disconnected from the American culture. So as customers, we all have a choice don't we? I would rather talk to a jerk from Jersey than an idiot from India any day of the week.
They deleted my earlier post so I'm not sure how much is still on the board. Ordered two laptops. Each had disconnected motherboard. Took forever to get through to get the return labels. I mean, hours and hours, transferred all over the place. You would think they would be apologetic, but no. After 6 weeks of dealing with this (and taking your suggestion, we went to a local computer store and had them custom build a laptop that works and with a good warranty and customer service)...guess what? Now we have Dell Financial COLLECTIONS calling us. They've called at home 5 times, I keep telling them to call my husband at the office. He had already sent them a separate letter, outlining all of the problems and the returns. We had to print out the proof of delivery from UPS. Now we have to deal with their long lag time in processing the returns.
Lambchop4697
2 Posts
0
February 8th, 2013 13:00
I started out being a DELL reseller 11 years ago and you are correct, the company has gone downhill significantly over the years in their attempts to stay in business and make the margins. I currently work for a bank now and we are moving forward with a breach of contract with DELL because their customer care has all been sent to India and they do not understand our culture or how to maintain a business relationship. We have a computer that has been a lemon, now everyone from the US will know that means the computer has had numerous and consistent failures. Unfortunately, the folks in India actually defended their position to not replace the computer because "it is not a citrus fruit". LOL ... Dell is an American company, but their support gives us a different face which is NOT a successful company.
If you can buy a computer from somewhere else with an equivalent warranty, then I would strongly recommend doing so and I say this as someone who has ordered hundreds of Dell computers. Yes, indeed, Dell corporation is becoming a failure as company based solely on its horrible customer service.
Best Wishes to All ...
NickGrooms
1 Message
0
February 8th, 2013 18:00
I WILL NEVER PURCHASE ANOTHER ITEM FROM DELL. I have had the worst experience EVER.... I ordered 3 laptops for Christmas gifts. I then was charged for and sent 6. This was in November. I still HAVE NOT recieved my money back! Yes that is nearly 3 months!!! I am now going to send back the 3 I was keeping and buying ANYTHING else but DELL!
azuremountain
3 Posts
0
February 8th, 2013 19:00
Also, you'll notice that SALES is here in America, we had a very articulate and helpful woman on the phone help us load the laptop with plenty of pricey extras, this kind of service is nowhere to be found once you buy the dang thing.
azuremountain
3 Posts
0
February 8th, 2013 19:00
I noticed that all of the customer service people were from India, as I was bounced all over the place. They were super polite, but never realized that they were dealing with an irate customer who'd been trying to solve the problem they created for weeks, they should have put me through to a person, not required me to wait endlessly on the phone, even their own tech people couldn't get through to customer service at one point. Dell should make restitution in some way for people who suffer economic loss just trying to buy their product. We had to hire a computer tech twice, wasted a ton of hours, and did not have the convenience of a laptop for an entire month. I really am disappointed as I've always bought and loved Dells, they're all over the house and my husband's office, but now he's on his way to Best Buy to look for another brand.
Lambchop4697
2 Posts
0
February 11th, 2013 11:00
hey folks... just to let you know...the "DELL moderator" is from India and they struggle with the English language. Having posted 2x the same message with their concerns removed, they clearly are having a problem with U.S. citizens. They do not seem to realize how destructive they are to the DELL brand. Maybe this post will also be removed as "offensive". But the point is that DELL corporation has lost its way completely because of its outsourcing to a 3rd rate India division that is completely disconnected from the American culture. So as customers, we all have a choice don't we? I would rather talk to a jerk from Jersey than an idiot from India any day of the week.
yesterday1
1 Message
0
February 28th, 2013 08:00
They deleted my earlier post so I'm not sure how much is still on the board. Ordered two laptops. Each had disconnected motherboard. Took forever to get through to get the return labels. I mean, hours and hours, transferred all over the place. You would think they would be apologetic, but no. After 6 weeks of dealing with this (and taking your suggestion, we went to a local computer store and had them custom build a laptop that works and with a good warranty and customer service)...guess what? Now we have Dell Financial COLLECTIONS calling us. They've called at home 5 times, I keep telling them to call my husband at the office. He had already sent them a separate letter, outlining all of the problems and the returns. We had to print out the proof of delivery from UPS. Now we have to deal with their long lag time in processing the returns.
This has been a huge headache, huge. Never again.