I commend you for giving your time to tech support forums on the web, but if you read into the main complaint it is the lack of respect and rudeness that is the most upsetting. They talk to you in a manner that is unacceptable. I am sure that you would not treat a person that you are helping in the manner in which we, in the forum, have experienced. Hardware is one thing, Customer Service is another.
Another poster here said the ranting came about after being frustrated by Dell's actions. It is quite possible that the Dell Tech support people also can become frustrated and agitated with customers.
There are some who think their issue should be covered for free when in reality it is not. The poster who got the virus and wants Dell to install Windows 7 for him is a classic example. That reinstallation is NOT covered, so spending an hour on the phone about it will be a waste of time, and frankly hurts those who have real tech support issues...
As another poster said, Dell reps are not always rude. Very few people have given the specifics of their problems, so it is hard to decipeher what the exact issue they are having with Dell is.
I received my new Dell Studio 1458 on 12/24/2010. The right-hand USB port, 2 headphone ports, & microphone ports are all dead. Also the speaker cover that fits between the display and keyboard is installed incorrectly and rubs on the screen on opening and closing. I have been calling since the afternoon of 12/24 to get my computer repaired. I was promised to have a technician at my home in 3 to 5 working days. As of today (1/3) no one has shown up to repair this computer. I called today and was told they (Dell) can't tell me when parts will be available!!! The Rep I spoke with today (Akshaya) says parts are back ordered and I will have to wait until they become available. The people I have spoken with at Dell have been very courteous, but not one has offered a solution!
I bought my Dell XPS 8100 desktop from Costco in June of this year. I did have some initial problems with it, but Costco was extremely quick to help me get them solved. I wish now that I had purchased this Dell laptop from Costco also.
I am initating paperwork to send this computer back to Dell today. I have bought from Dell in the past with good results. It appears Michael Dell is no longer in charge of this company. I can now see why PC World and Consumer Reports rates Hp and Dell dead-last in initial quality and support.
From my experience, they seems lack of customer relationship training and also need to be reeducated in several matters. In my case they give a dodgy reply over and over pretend as if they have no idea about the GPU bug, while supervisor talks like a robot repeating same line over and over again without having any courtesy to view the caller as customer. Or may be they only threat the one with warranty as customer. as for those who got no warranty, they sounds like "Shooo ! get your problem somewhere else" Yes it's business, I know the drill cause I've been into such service too, but I NEVER tell my customer or customer who called in that tone.
Posted by knjkoch replied on 01-03-2011 2:04 PM
the main complaint it is the lack of respect and rudeness that is the most upsetting. They talk to you in a manner that is unacceptable. I am sure that you would not treat a person that you are helping in the manner in which we, in the forum, have experienced. Hardware is one thing, Customer Service is another.
Agreed on this point. Got same exact tone also, as if they put blame on customer side and tone is not nice at all.
To add more, after some talks seems like the supervisor knows the problem, but the conclusion is they just want you to pay first before they take a look. Even asked "Did you open and tried to replace..." Seriously ? it was in warranty and I suppose to open the thing? My system got main board replaced 1 year ago and now it's like having a hardware problem carnival in it, already 2 major problem occur and I've searched the forum it seems those 2 are the ones that mostly occur in the system i got, one of them even hardly got reply or action taken by Dell.
The experience I got already broke all the experience I got since 1996, no more good solid reliable & good performance system like ones I used those days. I can get new system or pay to extend warranty but after the dodgy replies and the replies those people give me I'd rather take my business somewhere else.
I've got a similar thread going. I have both a bad XPS laptop and Alienware laptop. On the good side, I know that Dell has a quality assurance and a process improvement team internally. The bad news (I believe, hearsay only) is that they have started to do much more outsourcing of components and manufacturing to drive cost of goods down. I have been told this is one of the root causes of their lower quality.
On the customer service front, most of the reps have been very courteous and friendly and tried to help, but it is obvious that their internal call takers are not very skilled. This is not unusual for tech support organizations. The people you talk to on the phone should only be handling level 1-2 support and are hired for such. Level 3 support which a lot of people need should be handled by someone with real hardware / software experience. The bigger issue is that the techs that came out to my house to fix my alienware had very little knowledge of the system itself and one actually broke another component when the came out to my house to change out my motherboard.
The great thing is that if you're on this board, you've already harnessed the most powerful tool you have, social media, to make a difference to dell. Facebook, Twitter, blog, post your experience on forums where ever you can. Consumers these days put a lot more credit in what other consumers have to say than they do in company website rhetoric.
To add to this, I was promised by technicianAkshaya, that a repair technician would contact on 1/4 to set up an appointment to repair my Dell <ADMIN NOTE : Service tag removed per privacy policy >. It's now 1/5 & and no one has called. I called Dell and was told again that parts are on back order and that I must just wait & be patient. I'm out of patience, tired of waiting, tired of broken promises---tired of DELL!!! This was a Christmas present from my wife, what a dud this has turned out ot be.
I want my money back so that I can purchase a computer that works! This is ridiculous. What has happened to Dell? They used to be the most caring, quality computer manufacturer in the world. No more!
Austin, What I got is very contradictory than courteous. I still remember also how the supervisor mentioned "Since your system was purchased from other country, you can try to send it to distributor. There are some paper work and accounting issue involved since it's from overseas...." That line really make me confused, and to add more he repeat the same sentences 2 or 3 times, I have no idea what's his intention on that. But it sure makes me :emotion-43:
In my opinion, Dell should put up "Customer Satisfaction Survey" just like like other companies did for customer to interact with them. This will reduce such problem which gradually decrease the value of Dell as good reliable company.
I could write for hours about the nightmare I had with Dell support and the terrible xps laptop,all the time wasted on the phone etc.I thought it was finaly over,now after playing back and forth with over 50 dell reps! Yes over 50...And being lied to hung up on told They were managers the whole nine yards.I have been dealing with the complaint resolution department,after 4 nso called higher ups,I recieved my 4th replacement a different system now an Alienware.We'll even after sending back so many bad parts aqnd replacements I lost track,Now a month later some other division says they didn't get the old brick not working laptop,Well needless to say I sent it back a week later about a month before hearing I still have it.What am (I going to do with a plastic piece of junk that never worked? Dell you really need to get your act together,its obvious your divisions do not communicate,I heard I dont have it,I do have it....It's amazing...one person says one thing then the other something totaly different.The bad thing is Dell used to be a good company and had good customer service,Now they treat you so bad Its unbelievable.I manage a Best Buy,and we treat people like people.I had a guy come in with a macbook he ran over with his car!!He complained to the manager and he got his issue solved.I was there,I'm still in shock.And before you ask...I didn't buy from my work because,the Alienwares and Xps are custom built to order.The ones we stock are not configureable,all have low res screens etc.I wish you all luck I spent alot of money at Dell/Alienware....Never again.
We orderd an ALIENWARE M17x laptop arrived on Wednesday Sept 21st, 2011. Upon removing from box we could hear parts rattling around internally. DVD drive would not accept a disk mechanically; it would not power up.
Called Dell support to open a case for repair. Laptop could not be registered on their site and had to be on hold for 30 minutes to it to be entered into their system. Customer support person 'Punjib' said this would be resolved in 24 - 48 hours.
Punjib called Thursday Sept 22nd to assure us it would be resolved in 24hours.
Punjib called Friday Sept 23rd to ask if the situation had been resolved. I told him that since no one from Tech Support or Customer support had contacted me, and the laptop was still broken, that the case was obviously had not been resolved.
Punjib transferred me to Tech Support. From there I was transferred back to customer service. Over the next hour:
I would be assigned 3 different case numbers:
I would speak to 6 different agents
I would be transferred to a special case dept, but instead the number I was transferred to was invalid, so I got a recorded message to look up the number and try again.
I asked the laptop be returned and our money refunded, but was offered $100 off my next DELL purchase, in addition to getting the laptop repaired.
I asked to speak to a supervisor to escalate the case, but was denied.
At this point we considered using the laptop for a week until we were over our production crunch and then following up with a repair.
Monday Sept 26th I was contacted by DELL Customer service to ask if the case had been resolved. I relayed all of the above, and then was transferred to Technical Support. I could hear the line transfer, and then could hear the chatter of a call center in the background. I repeatedly said 'HELLO?', thinking someone could hear me. There were loud beeps over the line, as if someone was speed-dialing a number. I continued to say 'HELLO' but got no response, although I could hear the call center in the background. I hung up after 30 seconds of this.
At 6pm PST Dell Customer support called me again to ask if the case had been resolved. I relayed the entire story above, but said we needed the laptop and would setup repair later. We would still happily accept the $100 discount, but I was leaving for the evening and could not relay more then, but would document it all and report it.
Another customer rep just called and I asked for a support email address I could send all this to. He quickly said yes, put me on hold, then apologized and said they couldn't do that, but I was more than welcome to join a chat session.
I agree 100%,I am having issues with no satisfaction.I started with an xps14 hadit repaired or replaced 5 times then dell discontinued the model,in less than 3 months!Then an xps 15 5 times also now an m14x 3replacements and died again today.I wasted a year on the phone lost wages waiting for fedex and techs,not to mention numerous phone calls uter and complete waste.I would get another brand I wanted to like these laptops but the treatment after is worse than the issues themselves.I have a few others apple even asus and not an issue,and I had a pixel issue with an ipad2 it was replaced new no questions asked in an hour at the store.I dont want to be to specific or dell will delete my posts.Good luck,Im one of the millions of former dell fans,before anyone judges me walk a mile in my shoes.I had a working laptop less than 3 months out of the whole time I owned those lemons,
It all depends on how many times you go through ,and who answers the issue call.If you get one of the few reps who care they can truly be good.But in my experience its 50 bad 1 good,so I ask why?Just make the customer happy.Remember there is so much competition these days its only a matter of time before everyone buys apple.
I agree. I have been on the phone to Dell Ireland several times. Each time I call all I am getting is a Frank Sinatra concert!!! No response! Previously, I did not have too many bad experiences with Technical Support. Now however I tend to believe that the Irish support organisation have simply turned off the lights and left the country. This is my 2nd laptop in 18 months. Both gave trouble. Poor service! Poor Customer Service. Poor Products!!. I won't be purchasing Dell products for my company in future!
knjkoch
3 Posts
0
January 3rd, 2011 12:00
Frank4D
I commend you for giving your time to tech support forums on the web, but if you read into the main complaint it is the lack of respect and rudeness that is the most upsetting. They talk to you in a manner that is unacceptable. I am sure that you would not treat a person that you are helping in the manner in which we, in the forum, have experienced. Hardware is one thing, Customer Service is another.
hrova
2 Intern
•
2.2K Posts
0
January 3rd, 2011 14:00
Another poster here said the ranting came about after being frustrated by Dell's actions. It is quite possible that the Dell Tech support people also can become frustrated and agitated with customers.
There are some who think their issue should be covered for free when in reality it is not. The poster who got the virus and wants Dell to install Windows 7 for him is a classic example. That reinstallation is NOT covered, so spending an hour on the phone about it will be a waste of time, and frankly hurts those who have real tech support issues...
As another poster said, Dell reps are not always rude. Very few people have given the specifics of their problems, so it is hard to decipeher what the exact issue they are having with Dell is.
Tcuillier
4 Posts
0
January 3rd, 2011 14:00
I received my new Dell Studio 1458 on 12/24/2010. The right-hand USB port, 2 headphone ports, & microphone ports are all dead. Also the speaker cover that fits between the display and keyboard is installed incorrectly and rubs on the screen on opening and closing. I have been calling since the afternoon of 12/24 to get my computer repaired. I was promised to have a technician at my home in 3 to 5 working days. As of today (1/3) no one has shown up to repair this computer. I called today and was told they (Dell) can't tell me when parts will be available!!! The Rep I spoke with today (Akshaya) says parts are back ordered and I will have to wait until they become available. The people I have spoken with at Dell have been very courteous, but not one has offered a solution!
I bought my Dell XPS 8100 desktop from Costco in June of this year. I did have some initial problems with it, but Costco was extremely quick to help me get them solved. I wish now that I had purchased this Dell laptop from Costco also.
I am initating paperwork to send this computer back to Dell today. I have bought from Dell in the past with good results. It appears Michael Dell is no longer in charge of this company. I can now see why PC World and Consumer Reports rates Hp and Dell dead-last in initial quality and support.
Tom
vin_chan
2 Posts
0
January 3rd, 2011 22:00
From my experience, they seems lack of customer relationship training and also need to be reeducated in several matters. In my case they give a dodgy reply over and over pretend as if they have no idea about the GPU bug, while supervisor talks like a robot repeating same line over and over again without having any courtesy to view the caller as customer. Or may be they only threat the one with warranty as customer. as for those who got no warranty, they sounds like "Shooo ! get your problem somewhere else" Yes it's business, I know the drill cause I've been into such service too, but I NEVER tell my customer or customer who called in that tone.
Posted by knjkoch replied on 01-03-2011 2:04 PM
Agreed on this point. Got same exact tone also, as if they put blame on customer side and tone is not nice at all.
To add more, after some talks seems like the supervisor knows the problem, but the conclusion is they just want you to pay first before they take a look. Even asked "Did you open and tried to replace..." Seriously ? it was in warranty and I suppose to open the thing? My system got main board replaced 1 year ago and now it's like having a hardware problem carnival in it, already 2 major problem occur and I've searched the forum it seems those 2 are the ones that mostly occur in the system i got, one of them even hardly got reply or action taken by Dell.
The experience I got already broke all the experience I got since 1996, no more good solid reliable & good performance system like ones I used those days. I can get new system or pay to extend warranty but after the dodgy replies and the replies those people give me I'd rather take my business somewhere else.
austinh2o
4 Posts
0
January 4th, 2011 08:00
I've got a similar thread going. I have both a bad XPS laptop and Alienware laptop. On the good side, I know that Dell has a quality assurance and a process improvement team internally. The bad news (I believe, hearsay only) is that they have started to do much more outsourcing of components and manufacturing to drive cost of goods down. I have been told this is one of the root causes of their lower quality.
On the customer service front, most of the reps have been very courteous and friendly and tried to help, but it is obvious that their internal call takers are not very skilled. This is not unusual for tech support organizations. The people you talk to on the phone should only be handling level 1-2 support and are hired for such. Level 3 support which a lot of people need should be handled by someone with real hardware / software experience. The bigger issue is that the techs that came out to my house to fix my alienware had very little knowledge of the system itself and one actually broke another component when the came out to my house to change out my motherboard.
The great thing is that if you're on this board, you've already harnessed the most powerful tool you have, social media, to make a difference to dell. Facebook, Twitter, blog, post your experience on forums where ever you can. Consumers these days put a lot more credit in what other consumers have to say than they do in company website rhetoric.
Tcuillier
4 Posts
0
January 5th, 2011 02:00
To add to this, I was promised by technicianAkshaya, that a repair technician would contact on 1/4 to set up an appointment to repair my Dell < ADMIN NOTE : Service tag removed per privacy policy >. It's now 1/5 & and no one has called. I called Dell and was told again that parts are on back order and that I must just wait & be patient. I'm out of patience, tired of waiting, tired of broken promises---tired of DELL!!! This was a Christmas present from my wife, what a dud this has turned out ot be.
I want my money back so that I can purchase a computer that works! This is ridiculous. What has happened to Dell? They used to be the most caring, quality computer manufacturer in the world. No more!
vin_chan
2 Posts
0
January 5th, 2011 03:00
Austin, What I got is very contradictory than courteous. I still remember also how the supervisor mentioned "Since your system was purchased from other country, you can try to send it to distributor. There are some paper work and accounting issue involved since it's from overseas...." That line really make me confused, and to add more he repeat the same sentences 2 or 3 times, I have no idea what's his intention on that. But it sure makes me :emotion-43:
In my opinion, Dell should put up "Customer Satisfaction Survey" just like like other companies did for customer to interact with them. This will reduce such problem which gradually decrease the value of Dell as good reliable company.
joegreen
72 Posts
0
July 20th, 2011 08:00
I could write for hours about the nightmare I had with Dell support and the terrible xps laptop,all the time wasted on the phone etc.I thought it was finaly over,now after playing back and forth with over 50 dell reps! Yes over 50...And being lied to hung up on told They were managers the whole nine yards.I have been dealing with the complaint resolution department,after 4 nso called higher ups,I recieved my 4th replacement a different system now an Alienware.We'll even after sending back so many bad parts aqnd replacements I lost track,Now a month later some other division says they didn't get the old brick not working laptop,Well needless to say I sent it back a week later about a month before hearing I still have it.What am (I going to do with a plastic piece of junk that never worked? Dell you really need to get your act together,its obvious your divisions do not communicate,I heard I dont have it,I do have it....It's amazing...one person says one thing then the other something totaly different.The bad thing is Dell used to be a good company and had good customer service,Now they treat you so bad Its unbelievable.I manage a Best Buy,and we treat people like people.I had a guy come in with a macbook he ran over with his car!!He complained to the manager and he got his issue solved.I was there,I'm still in shock.And before you ask...I didn't buy from my work because,the Alienwares and Xps are custom built to order.The ones we stock are not configureable,all have low res screens etc.I wish you all luck I spent alot of money at Dell/Alienware....Never again.
richmurillo
2 Posts
0
September 29th, 2011 17:00
Thought I had it bad!
Dell Customer Service
We orderd an ALIENWARE M17x laptop arrived on Wednesday Sept 21st, 2011. Upon removing from box we could hear parts rattling around internally. DVD drive would not accept a disk mechanically; it would not power up.
Called Dell support to open a case for repair. Laptop could not be registered on their site and had to be on hold for 30 minutes to it to be entered into their system. Customer support person 'Punjib' said this would be resolved in 24 - 48 hours.
Punjib called Thursday Sept 22nd to assure us it would be resolved in 24hours.
Punjib called Friday Sept 23rd to ask if the situation had been resolved. I told him that since no one from Tech Support or Customer support had contacted me, and the laptop was still broken, that the case was obviously had not been resolved.
Punjib transferred me to Tech Support. From there I was transferred back to customer service. Over the next hour:
I would be assigned 3 different case numbers:
I would speak to 6 different agents
I would be transferred to a special case dept, but instead the number I was transferred to was invalid, so I got a recorded message to look up the number and try again.
I asked the laptop be returned and our money refunded, but was offered $100 off my next DELL purchase, in addition to getting the laptop repaired.
I asked to speak to a supervisor to escalate the case, but was denied.
At this point we considered using the laptop for a week until we were over our production crunch and then following up with a repair.
Monday Sept 26th I was contacted by DELL Customer service to ask if the case had been resolved. I relayed all of the above, and then was transferred to Technical Support. I could hear the line transfer, and then could hear the chatter of a call center in the background. I repeatedly said 'HELLO?', thinking someone could hear me. There were loud beeps over the line, as if someone was speed-dialing a number. I continued to say 'HELLO' but got no response, although I could hear the call center in the background. I hung up after 30 seconds of this.
At 6pm PST Dell Customer support called me again to ask if the case had been resolved. I relayed the entire story above, but said we needed the laptop and would setup repair later. We would still happily accept the $100 discount, but I was leaving for the evening and could not relay more then, but would document it all and report it.
Another customer rep just called and I asked for a support email address I could send all this to. He quickly said yes, put me on hold, then apologized and said they couldn't do that, but I was more than welcome to join a chat session.
Philip_Yip
9 Legend
•
16.1K Posts
0
September 29th, 2011 17:00
You ordered an Alienware so take advantage of Alienware Support.
For Service and Support call 1-866-287-672
Also join and post on the Alienware Board.
joegreen
72 Posts
0
October 21st, 2011 20:00
I agree 100%,I am having issues with no satisfaction.I started with an xps14 hadit repaired or replaced 5 times then dell discontinued the model,in less than 3 months!Then an xps 15 5 times also now an m14x 3replacements and died again today.I wasted a year on the phone lost wages waiting for fedex and techs,not to mention numerous phone calls uter and complete waste.I would get another brand I wanted to like these laptops but the treatment after is worse than the issues themselves.I have a few others apple even asus and not an issue,and I had a pixel issue with an ipad2 it was replaced new no questions asked in an hour at the store.I dont want to be to specific or dell will delete my posts.Good luck,Im one of the millions of former dell fans,before anyone judges me walk a mile in my shoes.I had a working laptop less than 3 months out of the whole time I owned those lemons,
joegreen
72 Posts
0
October 23rd, 2011 16:00
It all depends on how many times you go through ,and who answers the issue call.If you get one of the few reps who care they can truly be good.But in my experience its 50 bad 1 good,so I ask why?Just make the customer happy.Remember there is so much competition these days its only a matter of time before everyone buys apple.
agag2
5 Posts
0
October 23rd, 2011 19:00
this is a old problem w dell - but theyre stuff are pretty much worth the $$
speedstep
9 Legend
•
47K Posts
0
October 24th, 2011 12:00
Take the time to fill out the form at the Unresolved issues Link.
Dell also has Facebook and Twitter links.
apps.facebook.com/.../en
Dell (@Dell) on Twitter
http://twitter.com/Dell
M.Trav
1 Message
0
November 12th, 2012 08:00
I agree. I have been on the phone to Dell Ireland several times. Each time I call all I am getting is a Frank Sinatra concert!!! No response! Previously, I did not have too many bad experiences with Technical Support. Now however I tend to believe that the Irish support organisation have simply turned off the lights and left the country. This is my 2nd laptop in 18 months. Both gave trouble. Poor service! Poor Customer Service. Poor Products!!. I won't be purchasing Dell products for my company in future!