Still Stunned!

Question

I can honestly say that this has never happened to me in all my dealings with any companies customer service. I purchased a computer on 2/2/2017 to replace the previous Dell model I owned. I have purchased directly from Dell for almost 15 years now. After two weeks the computer has still not shipped so I called to complain about the extremely long processing time. I was given no reason for the but was offered a 100.00 credit on my Preferred Account and suddenly found the unit shipped to my home within two days. Waiting on a monitor I recently ordered the box sat for a couple days till the monitor arrived and I had the time to set the product up.I immediately noticed a difference when lifting the tower out of the box. It was extremely light. It was then I noticed the reason for the dramatic weight difference. The tower had no video card and no power supply. I contacted Dell customer service and after a long wait I was greeted by a female service representative who spoke broken English at best and whose phone skills included keeping the headset away from her mouth while speaking. I literally had to request that she repeat every statement she made to me.After I explained the situation I was stunned by her response. She told me that no Dell computer ever leaves the factory without a power supply. I  shared with her that I was willing to face-time with her or send picture but that I was looking at the unit while I was speaking with her and that there was definitely no power supply or video card. She actually continued to tell me that was impossible and suggested I speak with technical support. I  requested that she transfer me to a supervisors and she in turn transferred me to technical support when I had to start the process all over again (minus the claim that I was a liar). I finally was able to get a return started on the item but must admit that the experience will keep me from Dell in the future. My vocation requires daily interaction with clients in a customer support capacity and I was stunned at the un-believable lack of professionalism allowed to operate within the Dell customer service system. They have lost a 15 year customer and it is sad that there seems to be such a blatant disregard for the relationships that are vital to any organizations respectability and success.

sugarbear18 · Answer

Hi chershey, I will contact a Dell moderator to discuss this with you.

ejbpesca · Answer

I too had to recently return a defective Dell.  I found that using the Chat feature made diagnosing my defective laptops problems, the return, and new unit a breeze because the person on the other end's accent did not interfere with their good command of English.  Chat from now on..and you have a record of all that was discussed.  My return took longer to arrive than my original order, yet is here and working well.

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