Worst Customer Service Ever

Question

I have been experiencing the worst customer service ever with Dell/Alienware. I bought an Alienware 13 in October 2103. I thought I bought a 1 T drive. It took 2 months for the computer to arrive. In the interim the order was updated/changed in the online order service. I have been a happy customer for over 6 years until now.

When the computer arrived, it only had a 256 HD and 1 T with Microsoft Skydrive. I am a consultant who needs to have access to my files because I work in remote areas with spotty access to the internet. Sky Drive's solution is to keep the documents on the computer and sync with Sky Drive. I need a larger drive!!!!

I have been transferred 4 times this morning talking to Dell support, Canada and US. The phone system has sent me to the wrong agent, agents have cut me off, I have to keep giving my information over and over again. I am once again on hold....I couldn't access chat at all this morning. All of the agents were busy. What should I do?

DELL-Chris M · Answer

The easiest thing to do is return it for credit and start over with a new purchase. The difficult solution is that Dell Canada could refund you the difference between the more expensive 256GB SSD and the slower 5400RPM 1TB drive, then do an unlike parts swap = 1TB drive for the 256GB SSD. They would also have to send you the USB operating system restore key because the 1TB drive will be blank.

bundschuh · Answer

Hi Chris:

Thanks for the suggestion. I have been trying to return and reorder for the past hour. I keep getting transferred and cutoff, sent to the US back to Canada, put on hold etc.

I had to hang up as I was on hold for 35 minutes and I had to get back to work.

Any suggestions of which number I should be calling?

DELL-Chris M · Answer

This is the only Canada Customer Support number, 1-800-387-5752. Online Chat and Email are here.

Locked Topics – Alienware General

Worst Customer Service Ever

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