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9073
February 27th, 2010 08:00
lousy customer support for Canadians
in Canada Dell's customer support has no means to contact or identify an escalation or resolution specialist. Your only recourse is the India call center and their carefully scripted (non) responses or an email which gets a reply in a couple of days which is bland and non-responsive. Worse, as tech support is with AW in the US, the tech support guys have no access to your Canadian order or customer support.
Beautiful system: basically Dell 's customer service consists of one mantra: grab your ankles.
I have received great tech support from Alienware. Lousy non-support from Dell's Canadian customer support. No offers of added compensation for extended delays, nothing. I fail to believe the same component is still out of stock and has been for 4 months. My system which was bricked by a faulty bios posted by Dell on January 9 was approved for a replacement ordered January 19. A drop dead, absolute last date for shipping of March 1 has now morphed into an expected date of April 8 -- nearing that magic 4 months!
Terrible.
LordZog
2 Intern
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109 Posts
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March 18th, 2010 22:00
This is the way Canadian support is handled. My original replacement was ordered jan 28th. Delayed twice and then cancelled on March 2nd.. Re-Ordered March 3rd and has no estimated delivery date. After calling them about 2-3 times for an estimated delivery time, or why the order was cancelled, I am told a resolution specialist will contact me in a few days.. This was last week.... They now tell me as of today (Canadian Customer support) that the SSD originally ordered is not compatible with the M17X so they changed my HDD's and had to re-order, yet, this configuration has been shipped to others and used and is still available to order in the system configurator.
As of today also, I am now being told that my new machine will not ship till possibly, POSSIBLY April 1st. I guess this is a joke right being April Fools on the 1st? I was told it would be expedited.. It wasn't.. I was told due to the change in the machine, it would have a blu-ray reader in it for my trouble in this matter (an upgrade from the DVD-+R I originally was supposed to receive on the first order)... It doesn't (Regular DVD+-R in new order).. infact, they say no notes were even made for these 2 promises.. And these promises were told to me by a supervisor??? And now going on month 3 with a dead laptop in a box in my office... A $4K laptop sitting in a cardboard box.. And my warranty has lost 1/4 of a year already due to these delays, and you guessed it.. NOT willing to extend the warranty by the amount I haven't had a working machine DESPITE the fact, there are notes of all this since January 9th when the machine was sent for repairs and the parts are no longer available so it was sent back to me for replacement... I was told if I want the Blu-Ray option to be added now, I have to pay FULL PRICE due to the fact it was not included in the original build and they are not willing to change the build as its "In Production".. And this is from customer support in Canada.. Wow..
MarkTrav
91 Posts
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March 19th, 2010 07:00
i feel the same way =(
beamermt25
468 Posts
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March 19th, 2010 19:00
Thats why you dont buy from a company with junk customer support rateings....
travelcel
2 Posts
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March 19th, 2010 20:00
Australia is not much better, its so slow getting delveries. It took 9 days turn around to get my daughters laptop built and delivered.. The ac charger is u/s and now it is 8 days since we ordered a new 1 under warranty.Its the weekend here so we wont see it for a few more days. I could of flown to china picked it up faster.I understand they must have a lot of orders but why must it take so long.Customer support is based overseas in some third world country and i have to try to explain things to someone who speaks lousy english and cant understand our Aussie drawl.
I am buying a new computer for myself and i definetly will not be buying dell.
LEMON