Poor service

Question

Is there actually a manager or some human in the USA that a customer of Dell can actually talk to?

I have a new XPS8930. Motherboard is fried.
Appointment was set up for today. Got an email confirming appointment today with the badge of the technician for security. Gave the number of the technician.
I texted at 8:30 in the morning to just confirm he was coming after 1pm and to keep me updated. Rushed home from work early to be there at 1pm.

No response. I figure he's busy.

I text again at 4:30 pm to get an update. No response.

Calls the wrong number at 5pm to say he's not coming today. Oh so sorry. Didn't see my messages.
Who cares if he sees my messages. I got an email confirming my appointment today.

Does Dell even know what they are putting their customers through? I have a new computer and sat for 6 hours waiting for a tech that had no intention of coming. There is no recourse for the customer. There is no customer service.

Now I have to lug the desktop to my place of work, with the monitor, keyboard and mouse tomorrow morning.

Unreal. Check the website. No way to actually contact customer service. No such category exists. So I'm trying this forum in case some Dell moderator could actually send this message to an actual manager that could actually call the service company Dell contracts with and tell them their service . How can anyone even tell Dell if there is no "customer service" contact. Not technical, just customer service. I even tried chat twice and it said "not available try later". Really?

What make things even worse is my wife is laughing at me because she told me to get a Mac like she has.

MNMarty · Accepted Answer

It's embarrassing to admit one's mistakes but I'll let others learn from mine. The HDMI was plugged into the the second HDMI port, not the one on the graphics card. Once that was plugged in, the screen showed the DELL logo and the F2 option. The other port works when windows loads but not beforehand.

Thanks for everyone's help.

DELL-Cares · Answer

Hi, MNMarty,

Thank you for contacting Dell community forum.

It’s perfectly understandable that you’re very upset about what’s happened. I’m Gopal, your dedicated support representative and I'll be glad to assist you.

I'm sorry that you were not able to contact our technical support for assistance.

I reviewed the case and I'll pass you feedback to the service provider as you did not get the service as communicated via e-mail. I’ve written to them to understand what exactly happened. I called the service provider to check the status of the service and was told that the technician spoke to you and you have authorized the service to be moved to October 17th 2019. I do apologize for all the inconvenience caused to you. You should be contacted by the technician on October 17th 2019 for the service.

Regards,

Dell-GopalD

MNMarty · Answer

Thank you for forwarding the information. Yes they have rescheduled for tomorrow after waiting 6 hours for a no show today. Dell should cancel their contract with this company. This kind of service would not be tolerated in any other business.

MNMarty · Answer

I can only wish upon you the same service I received. You are a sad person. No empathy. I'm sure you are alone in the world. I hope you find peace.

546insp · Answer

Mac is not the answer and wah wah……...

DELL-Cares · Answer

I can imagine how upsetting this has been for you. I'll pass on your feedback to the concerned team. If you have any concerns, do get back to me. Dell-GopalD

546insp · Answer

Wah, wah, wah……….

546insp · Answer

Yes because it keeps whiners from whining. I have had nothing but great service from Dell for MANY years. I can see a small paragraph of sobbing , but not when it goes on and on which is annoying.

DELL-Cares · Answer

Hi, MNMarty, I see that the service is complete. Did you get an opportunity to use the system and check if everything is working fine? Regards, Dell-GopalD

MNMarty · Answer

He came to the office and did replace the motherboard. I'm at work all night and tomorrow. Won't be able to really check it out until then. I'm hopeful it all checks out. I appreciate your help and contacting service to let them know about the no show. The technician apologized again. He is over scheduled. Has 15 more appointments today. I can only hope everyone gets taken care of the day they are promised.

You may suggest to Dell that they include a general customer support contact on their web page instead of just technical support.

Thanks again.

DELL-Cares · Answer

I'm glad to know that the service is compelete. Take your time to use the system and let me know if everything is working fine. Thank you for your time and patience.

At times, the onsite service engineers will have several appointments and they always tend to complete what ever is assigned to them on time. Feedback has been shared with the service partners when I called them yesterday. Hope this is not repeated again and I hope that your computer works without any issues.

Thanks for your suggestion. Also, you can reach out to us on Facebook and Twitter 24/7.

Facebook: https://dell.to/2MpVPwT;

Twitter: @DellCares

Regards,

Dell-GopalD

DELL-Cares · Answer

Hi, MNMarty, I hope you are doing good. Did you get an opportunity to use the system to check if everything is working fine? Regards, Dell-GopalD

DELL-Cares · Answer

Hi, MNMarty,

I hope you are doing good.

I haven't heard from you in a while. I will go ahead and archive this case for now. Feel free to reach out if you have any concerns.

Here is the reference number 999580393 for our conversation.

Regards,

Dell-GopalD

MNMarty · Answer

Sorry for the delay. I left town right after the repair. I am writing to you from the computer with the new Motherboard. All is working great. Thanks for looking out for me. Really appreciate it.

Customer Care

Poor service

Was this post helpful?