Well what about reporting terrible customer service over the phone? I called Dell three seperate times today because of poor service. The first time I called the rep wanted to talk to my husband to get him to verify the account. Fine no problem, well since my husband works at night he was half asleep and messed up when giving some of the verification info so the rep says "there's a problem I'm going to transfer you" I was on hold forever so I hung up and called back.
When I called back of course the first person I talk to says they need to transfer me. When do they not need to transfer you? Anyway, I get the same guy as before. I told him I was just speaking to him and I wasn't sure what was going on can we start over? Then he speaks and his voice is so quiet I can barely hear him so I politely, and when I say polietely I am not kidding, I politely ask him if he can speak a bit louder because I am having trouble hearing him. His response "no I can not speak any louder." So I ask "is there maybe someone else I can talk to?" he says "no there is no one else you can talk to. Thank you for calling. Have a nice day." CLICK Are you kidding me???? I have never in my life had ruder service over the phone or anywhere else. I could NOT believe it!
So I called back again and had to go through all the automated stuff and then get a rep to transfer me to the correct department. I am praying I do not get the previous rep that hung up on me. Luckily I get a rep named Mario that is very friendly and helpful and pleasant. He resolved my issue no problem and apologized to me for the previous reps rudeness. My question is who to I talk to about this? When you click contact us there is not a section pertaining to my issue of poor customer service.
It's really sad because this is the first time I have ever shopped with Dell and I will probably never buy from them again because of this.
I am so sick of calling customer service and getting India or some other such country. Mario had a latin accent so I am not sure which country he was in and since I have a much easier time understanding a Latin accent it was easier to communicate with him but so many times I call customer service and end up getting another country. They can't understand me I can't understand them. It's ridiculous. All of this outsourcing needs to stop and I think that as long as consumers keep putting up with it it never will. I have nothing against India or any other country for that matter I just feel like I deserve better as a customer. They took 900 dollars of my hard earned money and when I call customer service I get hung up on? Something is seriously wrong here.
I wonder if that email actually works. It looks to be very old based on the posting dates. I can't stress enough how sick I am of all these companies claiming to be "global" when all that means is that they have outsourced thier customer service and or production so they can pay low wages. It's sick that America has come to this and I will never again buy from a company that does not have US based customer service AT NO EXTRA CHARGE. If that means always buying face to face from Best Buy, Frys ect. so be it. At least if I need tech support I can just walk into one of the stores and talk to someone that speaks English clearly and has to look me in the eye. Then they can't dismiss me by transferring me numerous times and hanging up on me. Of course you could seek assistance elsewhere but then you would probably void your warranty. I haven't even received my computer in the mail but I already have buyers remorse and almost want to send it right back on principle.
Yes I am aware that you pay for support no matter where you shop. After all it's not their fault if you are not computer savvy. The point I was making is that at least if you buy something face to face you can most likely return it face to face. I am not one that typically needs tech support in fact I can't even remember the last time I needed it but when I buy something from a company, I don't care if it cost me 5 dollars or 5 thousand dollars I expect to be treated a certain way. I expect to be treated with respect and have my issues addressed. These people are being paid to do a job I don't care what country they are in. Either they are not being properly trained or there is no concept of customer service where they are from. The constant transferring, disconnecting, putting you on hold, and just giving you the run around in general until either your warranty runs out or you can't return the item any longer is just wrong. It's shady business. You call, you get someone that can't understand you, you can't understand them. They transfer you to someone who of course transfers you again. Whoever is in charge of customer service in India needs to get their act together. Clearly these people have no motivation to do a good job and why is that? Perhaps because Dell does not care what kind of service their customers are getting at all? I mean obviously they don't care. And for the record the reason I use India as an example is because every time I call I get India and most of the complaints I have read specifically deal with calls connected to India. And to add insult to injury they will connect you to an US based customer service rep at and EXTRA charge. It's gross. I take this as a lesson learned and I will never again buy from a company that does not have US based customer service FOR FREE. I'm talking basic customer service regarding warranty and similar issues not tech support.
Even those companies like Acer (Acer/Gateway/eMachines) with US-based support limit the support that comes with a new system. The bottom line: the low prices on new computers come with a cost -- if you buy from Best Buy etc., you WILL pay extra for support.
trust me I have considered it but the thought of getting on the phone again with customer service gives me the chills. Honestly I don't have the time or energy for any of this I have sick family members right now that I am very worried about.
Since you have not yet received the system and are already unhappy, I would do exactly as you propose - cancel the order (or refuse delivery) and buy at retail.
speedstep
9 Legend
•
47K Posts
0
June 26th, 2009 12:00
There is a way of getting guaranteed non INDIA support. It costs extra.
If your dell sales rep cannot get this for you In writing its time to call dell sales and get a new rep.
Unresolved Issues
https://support.dell.com/support/topics/global.aspx/support/dellcare/outstanding_issues?c=us&l=en&s=gen&redirect=1
You will not get free 24 X 7 X 365 4 hour onsite support Unless you pay for it.
Gold support and Onsite repair is possible to get even in remote areas but its not cheap.
You get what you pay for.
JennieD
7 Posts
0
June 26th, 2009 13:00
Well what about reporting terrible customer service over the phone? I called Dell three seperate times today because of poor service. The first time I called the rep wanted to talk to my husband to get him to verify the account. Fine no problem, well since my husband works at night he was half asleep and messed up when giving some of the verification info so the rep says "there's a problem I'm going to transfer you" I was on hold forever so I hung up and called back.
When I called back of course the first person I talk to says they need to transfer me. When do they not need to transfer you? Anyway, I get the same guy as before. I told him I was just speaking to him and I wasn't sure what was going on can we start over? Then he speaks and his voice is so quiet I can barely hear him so I politely, and when I say polietely I am not kidding, I politely ask him if he can speak a bit louder because I am having trouble hearing him. His response "no I can not speak any louder." So I ask "is there maybe someone else I can talk to?" he says "no there is no one else you can talk to. Thank you for calling. Have a nice day." CLICK Are you kidding me???? I have never in my life had ruder service over the phone or anywhere else. I could NOT believe it!
So I called back again and had to go through all the automated stuff and then get a rep to transfer me to the correct department. I am praying I do not get the previous rep that hung up on me. Luckily I get a rep named Mario that is very friendly and helpful and pleasant. He resolved my issue no problem and apologized to me for the previous reps rudeness. My question is who to I talk to about this? When you click contact us there is not a section pertaining to my issue of poor customer service.
It's really sad because this is the first time I have ever shopped with Dell and I will probably never buy from them again because of this.
I am so sick of calling customer service and getting India or some other such country. Mario had a latin accent so I am not sure which country he was in and since I have a much easier time understanding a Latin accent it was easier to communicate with him but so many times I call customer service and end up getting another country. They can't understand me I can't understand them. It's ridiculous. All of this outsourcing needs to stop and I think that as long as consumers keep putting up with it it never will. I have nothing against India or any other country for that matter I just feel like I deserve better as a customer. They took 900 dollars of my hard earned money and when I call customer service I get hung up on? Something is seriously wrong here.
JennieD
7 Posts
0
June 26th, 2009 15:00
I wonder if that email actually works. It looks to be very old based on the posting dates. I can't stress enough how sick I am of all these companies claiming to be "global" when all that means is that they have outsourced thier customer service and or production so they can pay low wages. It's sick that America has come to this and I will never again buy from a company that does not have US based customer service AT NO EXTRA CHARGE. If that means always buying face to face from Best Buy, Frys ect. so be it. At least if I need tech support I can just walk into one of the stores and talk to someone that speaks English clearly and has to look me in the eye. Then they can't dismiss me by transferring me numerous times and hanging up on me. Of course you could seek assistance elsewhere but then you would probably void your warranty. I haven't even received my computer in the mail but I already have buyers remorse and almost want to send it right back on principle.
Beatlesfan94
3 Posts
0
June 26th, 2009 15:00
http://consumerist.com/5091557/email-michael-dell
JennieD
7 Posts
0
June 26th, 2009 16:00
Yes I am aware that you pay for support no matter where you shop. After all it's not their fault if you are not computer savvy. The point I was making is that at least if you buy something face to face you can most likely return it face to face. I am not one that typically needs tech support in fact I can't even remember the last time I needed it but when I buy something from a company, I don't care if it cost me 5 dollars or 5 thousand dollars I expect to be treated a certain way. I expect to be treated with respect and have my issues addressed. These people are being paid to do a job I don't care what country they are in. Either they are not being properly trained or there is no concept of customer service where they are from. The constant transferring, disconnecting, putting you on hold, and just giving you the run around in general until either your warranty runs out or you can't return the item any longer is just wrong. It's shady business. You call, you get someone that can't understand you, you can't understand them. They transfer you to someone who of course transfers you again. Whoever is in charge of customer service in India needs to get their act together. Clearly these people have no motivation to do a good job and why is that? Perhaps because Dell does not care what kind of service their customers are getting at all? I mean obviously they don't care. And for the record the reason I use India as an example is because every time I call I get India and most of the complaints I have read specifically deal with calls connected to India. And to add insult to injury they will connect you to an US based customer service rep at and EXTRA charge. It's gross. I take this as a lesson learned and I will never again buy from a company that does not have US based customer service FOR FREE. I'm talking basic customer service regarding warranty and similar issues not tech support.
ejn63
9 Legend
•
87.5K Posts
0
June 26th, 2009 16:00
Even those companies like Acer (Acer/Gateway/eMachines) with US-based support limit the support that comes with a new system. The bottom line: the low prices on new computers come with a cost -- if you buy from Best Buy etc., you WILL pay extra for support.
JennieD
7 Posts
0
June 26th, 2009 17:00
trust me I have considered it but the thought of getting on the phone again with customer service gives me the chills. Honestly I don't have the time or energy for any of this I have sick family members right now that I am very worried about.
ejn63
9 Legend
•
87.5K Posts
0
June 26th, 2009 17:00
Since you have not yet received the system and are already unhappy, I would do exactly as you propose - cancel the order (or refuse delivery) and buy at retail.