Very Poor Service Yet Again!!!

Question

I have never been so amazed with the poor service that Dell continues to have. The service call center in India. Outsourcing is the kiss of death for the United States. I have spoken to 2 different people there and was finally "allowed" the privilege of speaking to a manager type person. Yet to no avail. not one person is willing to work with me or understand what I was trying to say. I do not stutter and I do not even close to have an issue with being computer illiterate. I was treated the first time with the most disrespect and the man was raising his voice to me after I asked to speak to a manager. The second call I was told that I most certainly could talk to a manager. I was told by that manager that there was nothing that could be done again for my issue. I am out 180.00 because not one person will hear what I am saying.

I will never recommend Dell products again. I have purchased 4 systems from them in the past years and never again.

I can not imagine anyone this day and time wasting time and effort with companies that outsource like Dell.

Message Edited by Steves Girl 08 on 05-29-2008 10:40 PM

volcano11 · Answer

Perhaps if you told us what your issue is, some of the experienced users that visit this forum could help you solve the problem for free!   Steve

Steves Girl 08 · Answer

It is nothing that can be solved technically.  They sold me the wrong product and now they will not let me return it.  It was their customer sales team via the phone that told me the DSL modem would work with my ISP and it will not. They will not take the product back.  I had not been able to get the modem working abut worked the same hours as the company that made the modem so I was not able to make contact with them while home with the product and my computer.  I finally was able to get home early enough to call and the first questions were who is the ISP and what product number is it that you purchased. I paid an unfortunate amount of money (180.00) and now they will not take it back.

DELL-Chris B · Answer

Steves Girl 08:

I apologize for the problems you have been having with Dell Customer Care.

I've looked at the order number you have listed within your profile and according to the case notes and your post here, I absolutely agree with you that we should return the product.

Please check your Private Messages for instruction on it's return.

Regards,

saragose · Answer

I'm sad to say that poor service from dell is more or a rule than an exception.

Aside for the fact that most employees read scripts and can't seem to deviate from them, and their basic solution of 1) reboot 2) reinstall everything 3) reformat, they seem to be organised in such a way so that you can't speak to a supervisor.

I have had a ton of problems will my gf's laptop, and 7 out of 8 times, if I ask for a supervisor, they put me on hold and then hang up on me.

I've also been promised 3 call-backs and received none. I'm always told that they called, but got my voicemail. I have no msgs in my mailbox though.

Last week I called with an issue, and the customer service agent misundersood telling me that that wasn't covered under my waranty. Now, when I talk to any rep or their supervisor, I'm told that I am contradicting the case log and they have to listen to the case log (over what I tell them).

What it boils down to is that Dell is a callcentre. Their job is to get as many people off the phone as fast as possible. Not satisfy the customers, or be helpful, but to help stave of l4wsuits. Think of that before you buy your next Dell, and ask yourself how well you can fix the issue yourself, 'cause the tech support isn't there to help you.

Networking, Internet, & Bluetooth

Very Poor Service Yet Again!!!

Was this post helpful?