Amazing to see here the "Pick and Choose" method when it comes to whom to help and whom to ignore.  If the CEO's at Dell knew or maybe cared, they might do something about the terrible customer service that current and potential customers receive.

I realize that people all over this globe need a job and I am not against off-shore customer service, however, you can't beat US based customer service representatives whom are truly knowledgeable of the products they work with and that actually care about the customer and resolving the issues. I think a lesson in compassion, manors and product knowledge would greatly help Dells customer service move toward what real customer service is.

Sure would be nice to see Dell recognize it's below par customer service and make some positive changes.  Start with a "one call-one resolution" method instead of having 2,3,4 and sometimes 5 transfers by reps saying "I have to get you to someone who can help you" when I was just transferred to this rep from the previous rep telling me the same thing. One quickly gets the impression that customer service reps at Dell are incapable of handling to any level of resolve, even the simplest and most important call... which is selling a computer.

I should hope that the general population in the country where Dell customer service is located don't all have the same lousy attitude towards people. Maybe it's just the Dell reps and how they are trained to handle or Not Handle calls.

JVH58,

* Please send your issues to our Customer Care/Order Support Liaison, DELL-Lorna M
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Thanks but no thanks. I have given up on this order.  I no longer wish to have this order number reinstated after a fraudulent cancellation by a Dell rep.

Merry Christmas. 

Very interesting. At the time I ordered the XPS 8500 which is the Nightmare I posted about above I had also ordered a 27" monitor. Dell put the monitor in a separate order for some reason. The monitor shipped on 12/19/12. I figured since it shipped I would just return it when it arrived or possibly use it with my
current system.

Low and behold when I check the UPS tracking number this morning 12/21/12 the status with ups is the following and the money for the monitor is back in my bank account.



If I ran a business where I sold product I didn't have, switched one product for another, canceled customer orders for no reason, shipped product to a
customer only to recall the shipment, utilized un-knowledgeable representatives whom are very rude... I WOULD BE OUT OF BUSINESS. What an embarrassment this would be to most companies. Apparently Dell doesn't think so. Despicable in every sense of the word.

Does anyone at Dell care?  Absolutely not.  It would be a comedy of funnies if the order wasn't a real world business transaction. But it was and WAS is the
key word here.

I ordered a Dell Latitude E5530 on Dec. 21.  In the past I have ordered from Dell and have been in contact with friendly and helpful salespeople.  This time I was treated rudely by a foreign person who insisted that I answer her questions before she would answer mine.  She never really did answer my questions but just wanted the order.  After I gave her my credit card information I heard cheering in the background.  I asked for a confirmation number but was told that I would be sent one the next day by email.  After hanging up, I called another number on the website and got another foreign woman who listened to my story and then advised me to call my bank to cancel the order on my credit card.  Assuming that she must know about some problem or hacking, I did that, reporting to the fraud dept of Bank of America.  They cancelled my card, said that I would be charged but that the charged would be credited on the next month's bill.  I called the bank again and was told that the fraud dept. was investigating.  Then I saw a confirmation of the sale on my email.  Today I got an email saying that the computer is being shipped to arrive on Jan 11.  I called Dell, got another foreign woman who explained that the order cannot be cancelled, that the money has already been taken out of the account and that I should accept the computer when it arrives on Jan. 11 and ship it back if I don't want it.  I asked to be connected to someone in the United States but was told that they do not have the number of anyone in Dell in the United States!  I was forced to wait long times before getting people to talk to and am really unhappy with the entire experience. 

So, Dell removed my previous post. Then they threatened to remove my access to the forum if I did it again.  I found the weak spot and Dell doesn't like it. No worries, I have posted the same request on more than two dozen other forms because something needs to be done. Well, Dell is just mad because they have lost $4,400.00 in hardware sales with me since 12/19/12. I don't care if they ban me from the forum for speaking the  truth and calling Dell out. Actually I have other IP's with forum access using other id's. Bottom line is Dell is taking a beating from all of the negative posts and rightfully so.  Go ahead and take away my Dell Preferred status too. I will never use it anyhow. Soon I will be closing my on-line account with Dell and focusing at other forums to follow through with what has made Dell so mad at me for. It's time for people to put an end to the abuse at the hands of Dell. For the record, I priced out all of the parts individually for the system I was ordering from Dell. The only difference is that I simply have to drop the parts into the case and wala...!  I get better warranties than dell offered without the hassle and all for $268.37 less including shipping for all the parts. I should have gone this route to begin with. I have assembled many systems from scratch before and there's not much to it.  Plug and play :-). Before you get caught in the Dell web of lousy customer service take a moment to think about all your options with other manufactures and also your option to buy the parts and take an hour to plug in the cards and cables yourself. You might be surprised at just how easy it is to do. I just removed Dell from our purchase order departments roster of manufactures to consider when purchasing computer hardware. The company I work for generally spends $125k per year on new, replacement and upgrades. That won't happen anymore. So nice to be in the position to take business away from a company that has no respect for it's customers. It actually feels good to break the bonds that had existed between Dell and myself. They have shown that they don't need me and I have come to realize that I certainly don't need Dell. In an ironic way Dells poor service has been a blessing in disguise.