Insanely Poor job managing 'Express' Upgrade

Question

Dell, You are doing an insanely poor job managing the 'Express' upgrade.   I just waited on hold for 20 minutes while I called some guy in India that could not understand my phone number or my email to verify my order number - Just to get this guy to read off all the information on the order page I have online to me.   When asked when the software for my $3000 laptop would ship, I was told 'we started shipping last week, and yours will be shipped within the next 6 weeks.'   Dell.  What are you thinking?  Who did you contract out for this?   What a nightmare.   /CL

fherbst · Answer

I am sure I spoke with the same person.  He could not understand me and I could not understand him.  My issue is trying to update my credit card information which appears to be impossible.    After going round and round repeating numbers and E-mail addresses, the 'help' desk rep told me he could not find my order and that their system must have a problem and to call back in about an hour.  I did, and guess what, they were closed for the day.  Go figure.

Coltpeyt · Answer

I've been sending emails and calling these numbers at Vista upgrade for the last 2 MONTHS. At minimum of 8xxx with all the smae promise they'll escalate my issue. I have spoke to 2 Supervisors and they too are Indians and barely articulate English very well.   I bought 2 computers new in 12/06, and between trying to upgrade Office 2007 and Vista it's been a perpetual nightmare... My service tag isn't recognized and it takes them over two months and ticking to get this fixed... This is a night mare...   Why do they give reference numbers to trouble calls with no way to use them in their system???

Windows General

Insanely Poor job managing "Express" Upgrade

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