Horrible order support and other issues.

Question

I am so incredibly fed up with Dell's Order Support. It's been a complete nightmare today.

I have called 5 times and spent a total of 2 hour and 13 minutes on holy and more time speaking with people in India trying to get answers. Forget trying to get a manager, I have been hung up on twice and put back at the beginning of the queue 3 times. Why are there no managers available Dell?

My product is due to deliver today however FedEx has yet to receive the actual box. I am told by Dell that my package will now arrive on Monday, July 27th however you charged my Credit Card and started my "Paid" warranty on Monday, July 20th.

Per your policies, you are not to charge me until the item ships. it's not shipped and you charged me.

My warrants should not start until the item is in my possession yet you have already started my warranty and the item has not shipped.

I am absolutely determined to get a USA based representative on the phone that can actually service my needs.

I have been a Dell customer for 25 years and this would be my 4'th XPS machine. The way things are going you are about to lose me for good Dell.

Micah

MicahX · Answer

Another 43 minutes on hold, supposed manager answers the phone, I cannot hear them, I tell them I cannot hear them, their voice is choppy and ver low volume, click, they hang up, AGAIN!!

I immediately get a call back on my cell phone, I answer, it's silent, click, the phone hangs up once again.

REALLY!! 6 times now I have been hung up on.

DELL-Cares · Answer

Hi,

Thanks for reaching out. Please note that we’re experiencing an overwhelming spike in the number of customers reaching out to us. Therefore, it might take a little longer for us to reply to your message.

Please remove the order number from the public post for the security of your personal information. I request you to provide such information via direct message, so that I can check and assist you further.

-Susanna

MX for Life · Answer

My order was supposed to arrive yesterday, yet it hasn't even shipped yet!? Dell, what is going on over there?   Been on hold for almost two hours total, yet no answer?

MicahX · Answer

I ended up spending 3 1/2 hours of effort to get a manager on the phone. The manager was not nice and quite argumentative. I received no customer service, at all!

I was hung up on at least 4 times, and put back into the queue at least 4 times before I got a manager on the phone. It was like Groundhog Day.

Apparently my laptop will be delivered on 7/27/20. They billed my CC on 7/20/20 and started my warranty on 7/20/20 and it was supposed to be delivered by 7/22/20.

I paid extra money for a premium warranty, how can you ethically start my warranty a week before I even get my hardware. That's assuming that it actually arrives on 7/20/20.

My experience yesterday was terrible and there is nothing you can do to make it right. 3 1/2 of my time wasted cannot be given back. Furthermore, you cannot undue the damage your rude unhelpful staff in India has caused.

Micah

XPS

Horrible order support and other issues.

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