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2 Intern
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47 Posts
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4031
April 20th, 2016 14:00
Terrible experience/customer service
Just like to start off by saying I am a long time customer of Dell and have had nothing but great experiences with all my purchases up to the last one. I ordered a U2717D monitor on 4/2/16 with overnight shipping because I need it for my business. It was delivered on the 4th. Turns out it has the worst case of backlight bleed I have ever seen so I initiated a exchange for a replacement on the 5th. Received an e-mail on the 5th from Technical Support informing me that a "monitor exchange" has been setup and I will be receiving another email from Dell, informing you about the status of your dispatch. Today marks the 11th business day and it has reach the point of ridiculous. I have been going back and forth with customer service (India) and I am being told the exchange is "In Process" with no explanation of why. If it takes 11 business days to ship a customer a replacement monitor then someone needs to look into why it is taking that long AND FIX IT. I know it is not a availability issue because 3 of my colleagues have ordered the same monitor AFTER the 5th....all of them have received their monitors. I even have tried to contact the "Technical Support Director" because that's what Dell informs you to do if your having issues with your order...it has now been 2 business days without a response from that person. Bottom line....this is terrible customer service and needs to be rectified.
eaglenv
2 Intern
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47 Posts
2
April 21st, 2016 20:00
This just gets better everyday. Not only has it been 3 business days since I e-mailed the Technical Support Director about the situation (and I did get an automated e-mail saying I would hear back from that person in 24 hrs) He or she still hasn't responded. Also a wonderful thing is this post has gone unanswered/ignored by the support people here on this forum...I cannot wrap my brain around what is happening...terrible customer support...just wow.
beamermt79
6 Operator
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2.3K Posts
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April 22nd, 2016 12:00
These forums are generally classified as User to User forums and while Dell employees do monitor them, i'm not sure how they pick and choose who they will respond to or what. I would send a private message to Dell-Robert and see if he can help you. You can do so by clicking here.
eaglenv
2 Intern
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47 Posts
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April 23rd, 2016 23:00
beamermt79...thanks for the reply and input. I get what your saying...but I shouldn't have to. I don't know how they pick and choose either but if they respond to one person then they should respond to all others with legit issues. Yesterday marked the 13 business day of my exchange "process" and still nothing has happened. When you bottom line this whole thing...it shouldn't take 13 business days to ship a replacement monitor to a customer...period. The thing that gets me most is I haven't been told why this delay is happening. I know its not a availability issue as I stated to why in my 1st post. What I fear is that they are dragging this along so the 30 day monitor Dell policy falls into place after they send the new replacement/exchange. Whatever the case maybe...this just falls into the category of very poor customer service no matter how you slice it. I've always like Dell...but they need to make an effort to show they want to keep me as a customer.
cbownphoto
1 Message
0
April 26th, 2016 09:00
I'm currently in the EXACT same process with Dell regarding my hot pixel infested UP2716D monitor. I've never been in a situation that warrants this much outrage, but man, I'll never do business with Dell again, and I've told every designer and photographer I know to avoid them like the plague they are.
eaglenv
2 Intern
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47 Posts
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April 26th, 2016 17:00
cbownphoto...yea I'm pretty close to contacting the BBB. Today marks the 15th business day (21 total) since my exchange was initiated. What I believe they are doing is stalling so the 30 day Dell monitor policy expires. I have been in contact with technical support (India) multiple times asking why this process is taking so long. I keep getting different answers from them which tells me they aren't telling the truth. I talked to them again last night and the agent kept telling me it is a "tools" problem on their end. I asked if he would clarify what "tools" meant and after a few back and forth comments of me telling him I don't understand what "tools" meant he finally said its their software they use to setup exchanges. I'm sorry...how does a software problem exist for 15 business days without getting fixed?? It doesn't. Terrible customer service and Dell should be embarrassed that this stuff is happening to their customers.
badrg
1 Message
0
April 27th, 2016 10:00
I can not get my refund from DELL due to inefficient customer service agents who can not give me any information other than (you will get your refund in two to three business days). I have been calling to get my refund back for returned charger since March 9, 2016. Can any one in that company here in the US can help to solve the case which has Service Request Number 926466973 and Dispatch Number 317379696" the returned item is: Dell 65-Watt 3-Prong AC Adapter with 6 ft Power Cord and was delivered to DELL warehouse on March 16, 2016.
beamermt79
6 Operator
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2.3K Posts
1
April 27th, 2016 12:00
Badrg - I would send a private message to Dell-Robert P. with your information by clicking here. Also I would edit your post and remove the Service and Dispatch numbers as they are private information.
eaglenv
2 Intern
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47 Posts
2
May 2nd, 2016 21:00
So today marks the 19th business day since my "Monitor Exchange" dispatch was initiated. I really don't know what to say. I was told it was a software issue on their end (they use the term "tools" to make it sound confusing to the customer)...but...19 business days (27 total) to send a replacement monitor to a customer who received a defective one to begin with....just WOW.
Here is another tidbit of information that Dell should be proud of....is that none of the Dell Agents that monitor this forum to help out customers like us...none of them have done a single thing for my situation...haven't even RESPONDED to my issue.