Customer Service.....Disappointment

Join the club. Dell Customer Service is the worst I have ever experienced.

I purchased an XPS M1530 on November 16, along with a mini 9 promotion. They delayed the shipment of the mini 9 twice from 12/2 to 12/11 until 12/18. Next thing I know they canceled my order for the mini 9 and all the peripherals I ordered with the 1530 incl my messenger bag, software and mouse.

I have been trying to get an explaination, and the order reisntated for 4 days. All i get are "sincerest apologies" and "sorry for your inconvenience" and offer to buy the same items at a much higher price. They were all purchased with the XPS system which qualified the whole order for 12 months 0 % financing. SO instead of getting my items now, I have to re-order them, pay more, lose the 0 % financing and wait several more weeks.

I have called, emailed, called and emailed again and no one does anything to fix it. All they do is apologize and offer to sell me the same things at a higher price.

I agree with med02007, this experience has taught me never to deal with this company again.

2kpaperweight,

use this, https://support.dell.com/support/topics/global.aspx/support/dellcare/outstanding_issues?c=us&l=en&s=gen&redirect=1 . It is the unresolved issues link,click the go tab for tech support,then it will ask for your email and the rest of your info. Any problem i had was resolved thru this usually in a day,depending on the time of day you call.

I have the exact same pproblem as 2kpaperweight !  Got my Studio 1737 on the 3rd of December, would not turn on.  After 2 1/2 hours on the phone and another hour online I finally got someone to say that the motherboard was bad and sent out a tech to repair it.  Silly me - thinking that a tech here in the U.S. I'd at least be able to understand, unfortunatly he was Eastern European.....  so after the motherboard was replaceed and we tried to turn it on --- NOTHING --  only thing the tech said was "call Dell" ... Two days later, and another 4 hours onl the phone being transferred from Tech Support  to Customer Care to Tech Support to Customer Care to Tech Support to Cuistomer Care ( litterally about 75 times) I finally got someone to give me the complaint resolution dept !!!  After 5min with this gentleman I had a new laptop scheduled to be sent to me .... but it gets better, after waiting 12 days for them to "expedite" the order, it was to be shipped on December 16, delivered on the 17th.  As of 7pm the web site still says "in production" and that the laptop is in the "boxing stage" ( it been inthe boxing stage for 24 + hours now ) and scheduled to be delivered today.  After another game of round-robin with the Tech/Customer Care/Complaint Resolution people all I can get is "we don't know what the holdup is - give it another 48 hours and call back "  I really hate Dell and shoulda got a Mac .....

Robb

You are not alone.  I recently bought a PSP and a pouch for it, hoping to get it BEFORE Christmas and I was just informed that my order has been delayed.  I am calling customer service and I keep getting different responses from everyone. One said that both items were delayed, the other one said that only one was delayed, the third one stated that since both items were in the same order, both items had to be delayed even though the item being back ordered was the pouch. When I asked if they could just send the pouch later and send the actual PSP unit, he said they could not do that. On my fourth attempt, the CSR said that both items were in stock but since a lot of people were ordering them, they had to delayed my order, that I should check everyday to see when my order will be shipped. How crazy is this????  I guess I would have to write a note for my son and put it under the Christmas tree saying:"Your Christmas present should arrive one of these days, keep checking under the tree".  My first frustration was trying to understand their English, it seems like all the CSRs are in India.

So, to answer your question...BAD EXPERIENCE, will NEVER order anything from Dell.com

The same thing happen to me. I bought the Studio 1737 in Nov. for a Christmas Present for my daughter. I powered up after Christmas and then nothing. I call the to have the problem fixed and after about two hours and talking to 5 people with two hang ups (yes they hung up on me), the tech person said I need a new mother board. Not sure how he could tell that. So they sent a tech out to my house and he was not able to fix it, so he order me another computer. I asked if I could just get my money back so I can buy another computer with better Customer Service department. He said I need to call the Customer Service department (great just what I was try not to do). I called and spend many hours trying to get hold of the right department. It's the biggest mess I have ever seen. They informed me it was past the 21 day and I could not return it. I WILL NEVER BUY ANOTHER DELL and the company I work for uses Dell PC and Servers and I will request to have them change to use HP's or some other brand. And while I'm on my High Horse, I can't believe Dell sells a service for more money to get your help/answer in 2 minutes or less and talk with someone that you can understand. That's really mind boggling....

I also work in a customer service type department and If provided this type of service, I would be fired. 

The question remains do i look like a chump and work for free??? Did they not admit to their third party of doing the act? Should dell not be responsible for such affiliates due to them hiring them??? Dell has made the option that im gunna provide to all of the public the screen shots and where the site is for such offer. I suggest reading the 22 confessions of a dell employee.

I WON A CONTEST WITH A TECHNICALITY AND THEY WONT PROVIDE!!!!

Dear Sir,

Thank-you for your email and your patience with this matter.

In advance, we would like to reiterate that we do not offer our services via
pop-ups nor do we utilize any promotional material which would indicate that
our service is free to enter. However, it is important for us to clarify that
we do utilize affiliate networks to promote our services; in which, some these
affiliate networks may add pop-ups to their site, which ultimately lead to our
service registration page.

It is important to highlight, that we do strongly advise any affiliate, we may
use, that our products are not be to be associated to misleading media,
especially media which suggests that our services may be free or that a user
has "already won" the prize of our service.

In reviewing the pop-up ad you have provided, it is apparent that one of the
affiliates has disregarded this advisory. We do not condone this, in any way,
and whilst we can understand your frustration in the ongoing conversation; we
would kindly ask further assistance from you in investigating the affiliate
involved.

We have reviewed the screenshots you have provided and whilst they do
illustrate the offending pop-up; please note that, in order to determine the
exact identity affiliate, we require the address (link) of the registration
page that the pop-up leads to not just the disclaimer message from the bottom
of the registration page. Are you able to provide this?

Unfortunately, due to the legal aspect surrounding our service, we are not
able to offer a free laptop to you, without prior participation and
competition in our service. However, we can guarantee that once we have
determined the identity of the offending affiliate, we will demand the
offending material is removed to avoid further confusion, such as you have
experienced.

Your assistance in this matter is greatly appreciated.

Kind regards,

Customer Care - Promotion Department

If you were hoping for a good out come well that is not going to happen. Dell will not even talk to an english speaking canadian and they do not do anything to help. I was on the phone for 3 hours just to get teck support for a key board that stopped working and then I got a women for the USA to phone throught to canada for me so that the canada office could send me a new key board. It will always go down hill from there. I spent anothere 1and half hours on the phone trying to find a way to send the old one back to them and only people that I could talk to were in India an they had no real idea how to help and if they do not get the old one in 10 day I will be billed for the new key board. So there is no costomer service. and if there is I would love to know were. 

Casper187,

There was no DELL contest to win a laptop. We are not going to give you a laptop because you clicked on a affiliate popup.

Dell really has bad service if you ask me.

Dell support service is non-existant if you ask me.

Just my personal thought.

Well I didn't spend 2500, but 1300 on a dell slim 540D with an external dvd burner.  The Qflix.  I didn't get it in my order.  You will probably think I am stupid but I thought external was outside on the computer and internal was inside the computer.  I recieved computer on the 6th of Jan 2009.  After looking for the internal burner, I finally figured that the external was outside detached from the puter.  I try to submit a missing item online but dell online is a horrible venture.  Anyway, I didn't heard from them so I called on the 27th Jan 2009.  Dell customer service send me to Tech support.  Tech support said oh yes we will send you another one.  29th Jan 2009 I got the external with no cable no power cord/adapter and no software.  I called back they said oh no you don't get anything but the dvd.  Doesn't come with anything else, you have to buy the cable, power adapter and the software.  I called Dell store to buy the cable and what else I needed to use the Dell Qflix dvf device.  The reps tell  me that they can not find the items so they can not sell them to me.  The reps tell me that Tech support send me a refurbished DVD device.   Reps tells me to call customer service and return it for refund and he would sell me a new one for the same price I paid for.

When he direct me to Customer service, they in turn directed me to Tech support since they were the one to send me the DVD.  Tech support said no Customer service should be able to help and you can return it back to them.  They switched me back to customer service.  Tech support stay on conference.  The Customer service advise me that it had been over 21 days since I bought the computer and they couldn't send me a new one.  That I was stucked with that refurhbished DVD deivce.  Tech told me to buy universal adapter.  I have search for a 12v 1.8a with no results.  I had to buy the USB Cable type B.  Tech told me I didn't need the power adapter since the DVD device would run with the USB cable. So yes Customer service is bad.  I did the above about a week before getting to this point.  I have their DVD but can't use it.  Dell ready has bad service if you ask me.  tks

@Chris

Your company should be responsible for the pop up and the consequences for the third party involved. I have all the screen shots and have lawyers currently looking into the matter. DELL and 22 Confessions of a former dell employee should be familliar with your self. ONE SMALL PERSON CAN MAKE A DIFFERENCE. Oh and allow me to retort to my comment on do i look like a chump and work for free, well they basically told me in that message to go myself then ask me to help them further their investigation???? Im not going to do nothing for free especially their work. Especially after that....if you know how i could post a picture on here id sure like to kno, cuz id put all relevance towards this matter

Dell pays them, Just like your boss. Stuff rolls down hill buddy thats how it works. If i were to mess up at work and and the owner were to see it, my boss gets the stuff but the company looses money due to having to fix it. I dont know if that made any sense to you but i tried.

As for you making a pop up for my company lets just say id look into the situation for QUALITY CONTROL, before it ever got out the door.

YOURS TRULY

A proud Toshiba owner

If Dell  did not put the pop up there, and did so against Dell's wishes and policies, how is Dell responsible?

What if I made a pop up saying somebody won something from Casper187? Would that somehow make you legally responsible for providing the prize?

Also, you need to edit out the profanity in your post, or it will be deleted.....

Chris,

, As per "There was no DELL contest to win a laptop" there actually is.....all of you moderators and "big shots" all wanna push the client away before you have to provide, or complete your service.

Thanks for your time and negative imput it surely showed exactly what i pointed out!

Glad to be a Toshiba owner

Here is a link to a little light reading http://dellhellrevisited.blogspot.com/2007_06_01_archive.html