You know, I've read about the poor customer service provided by DELL for several years now. Only tonight did it become a reality. Does DELL monitor these pages? I hope so.
My story isn't as bad as some of you, but a simple question was not answered after OVER an hour of on line 'chatting' with the DELL chat people. I was referred to two "other" chat lines, only to start from scratch with my problem. Three times of going over this all!
I am going to Bali in a week. I bought an adapter, as Bali is 110 v and all I needed was the outlet adapter with the two round prongs. When I purchased the item at Target, I got it home and then saw the small print (not for use with electronics). I thought this might be because of power surges, so I figured the chat line could help me. Three terribly long chats that kept asking the same questions, which were already answered 3 to 4 lines prior, and with me suggesting a surge protector, to the answer "that might be a good idea"........well, for heaven's sake......I need someone to TELL ME what I need......not for me to make suggestions and get some weak answer...."that might work". That was another good one! Sheesh!
THEN, the rep had the nerve to tell me that I said I didn't have a DELL product and I should contact the real manufacturer?? I told her that nowhere in the conversation did I say that. She actually argued with me, and brought my attention to a line that said "Next computer = NOT a DELL". Oh my God, how could she have mis-read that! And most certainly, as I close my rant.....the next computer will definitely NOT be a DELL!
And I still don't know what to do with my computer when I get to Bali! I think I'll take the adapter, and just plug my comp into a surge protector, and plug the S.P. into the adapter. Such a simple question, requiring a simple answer.
Oh well, sounds good to me! Think that's what I'll do!
Talk about throwing a hissy fit over a trivial subject.
All you need is a physical adapter that adapts the USA electrical plug to one that fits into an eletrical outlet in Bali.
Asking this question on a travel forum with knowledgeable people would have also netted you the same answer.
Or, try Googling. It's amazing the things I learn from Google.
I am going to Bali in a week. I bought an adapter, as Bali is 110 v and all I needed was the outlet adapter with the two round prongs. When I purchased the item at Target, I got it home and then saw the small print (not for use with electronics).
Hi Argie1924,
Thanks for your post. Hope I can clear this up for you. Blaming Dell for not knowing if it will work with an outlet adapter we don't build is not fair. Dell can not test every outlet adapter that is out there with every one of the computers we build. It would be impractical and not to mention an impossible feat. The computer is designed and functions well with the items supplied with it. Adding a third-party device to the computer would be at the risk of the consumer, and as is with all third party devices, would not be covered under the warranty.
The best advice you could get would be to contact the manufacturer of the outlet adapter (whether that be Target or whomever built it for Target), as the computer will work with the current it's designed to (110 AC, that part has already been tested and proven). But blaming Dell for not knowing would be no different than if someone had called up and asked if their computer would be damaged plugging it into their car cigarette lighter.
If you need more assistance or would like to discuss this privately, please contact me by clicking on my name in blue, then on the next page, click the evelope icon that says "start conversation".
You also mentioned that you saw on the product "not for use with electronics", well there's probably a reason for that, in that the manufacturer won't be responsible if it damages your computer, plus Dell won't be responsible either as I described above.
Thank you for this good advice. I've received two replies that make sense now, from knowledgeble people. I've also received criticizm for criticizing! If I would have gotten these types of answers within the first few minutes of my questions, I wouldn't have.....as the previous writer indicated....thrown a hissy fit....I think that's what he said. I did not blame Dell for not knowing......I blame Dell for repeatedly asking the same questions that I had answered 2 X and more in the conversation, and for not sticking on point with me....for asking what converter I had, when I repeatedly said "adapter". What you told me in 3 minutes is more than I got from them in an hour. I am not a computer person, and I needed some help. It seemed that I was being put with people who knew even less than I. It's just not good customer support. I thank you for your answer.
Won't even comment on the judgment you passed. You weren't a party to the ridiculous exchange between Dell and myself. Checked travel forums.....googled for the last week....you see different answers, and answers about voltage etc. Nothing that answered the question about surge protection. Dell was my last resort. I have the physical adapter....it's just the small print that was misleading, and I was trying to get clarification. On my way to Office Max where the customer service is good, and people are knowledgable (believe it or not).....at least much more so than these telephone operators who seem to read from a script at Dell. Thanks for your input.
Won't even comment on the judgment you passed. You weren't a party to the ridiculous exchange between Dell and myself. Checked travel forums.....googled for the last week....you see different answers, and answers about voltage etc. Nothing that answered the question about surge protection. Dell was my last resort. I have the physical adapter....it's just the small print that was misleading, and I was trying to get clarification. On my way to Office Max where the customer service is good, and people are knowledgable (believe it or not).....at least much more so than these telephone operators who seem to read from a script at Dell. Thanks for your input.
Surge protection???
Now you are talking about surge protection???
I thought you were talking about an adapter.
Sheesh. Talk about confusing the poort Dell rep.
Part of the blame should go to you since as you've admitted you have no clue what you are talking about.
Also, while you are at it, try answering a technical question in English when your birth language is Hindu or whatever.
That is what these Indian Dell reps are doing.
Since Americans want cheap cheap cheap, this is the type of technical support you get. Again, blame the American consumer who demands cheap prices until they need technical help. Ooops. I guess American technical help is too costly.
Yes! We talked about three separate issues. Each one was numbered in the chat transcript so as NOT to confuse the operator. The questions were very clear and concise and none of them were answered! And, yes, I do NOT know the answers to these questions.....that's why I was asking the representatives, and that's what THEY ARE THERE FOR. However, each question was clearly put out there for them to answer. When I had to copy/paste the same questions over again X2 and then X3 because the rep kept asking the same question that he had asked three lines prior (and I had answered).....I think she just may have joined the club of "no clue what you are talking about". And you are absolutely correct about one thing. This is/was my first laptop computer. It's three years old, and I succumbed to Dell's commercials about their exemplary customer service. I was not aware of the outsourced nature of the support, and the substandard service I would receive. Guess it all comes back to "you get what you pay for". I learned a lesson!
PudgyOne
9 Legend
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30.3K Posts
0
February 5th, 2012 23:00
Argie1924,
There are adapters out there. We usually recommend purchasing the adapter when you arrive in the Country you're going to.
Electricity Around the World
Rick
ieee488
4 Operator
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11.1K Posts
0
February 6th, 2012 06:00
Talk about throwing a hissy fit over a trivial subject.
All you need is a physical adapter that adapts the USA electrical plug to one that fits into an eletrical outlet in Bali.
Asking this question on a travel forum with knowledgeable people would have also netted you the same answer.
Or, try Googling. It's amazing the things I learn from Google.
robert p
4 Operator
•
9.4K Posts
0
February 6th, 2012 07:00
The best advice you could get would be to contact the manufacturer of the outlet adapter (whether that be Target or whomever built it for Target), as the computer will work with the current it's designed to (110 AC, that part has already been tested and proven). But blaming Dell for not knowing would be no different than if someone had called up and asked if their computer would be damaged plugging it into their car cigarette lighter.
Robert
Argie1924
4 Posts
0
February 6th, 2012 08:00
Thank you for this good advice. I've received two replies that make sense now, from knowledgeble people. I've also received criticizm for criticizing! If I would have gotten these types of answers within the first few minutes of my questions, I wouldn't have.....as the previous writer indicated....thrown a hissy fit....I think that's what he said. I did not blame Dell for not knowing......I blame Dell for repeatedly asking the same questions that I had answered 2 X and more in the conversation, and for not sticking on point with me....for asking what converter I had, when I repeatedly said "adapter". What you told me in 3 minutes is more than I got from them in an hour. I am not a computer person, and I needed some help. It seemed that I was being put with people who knew even less than I. It's just not good customer support. I thank you for your answer.
Argie1924
4 Posts
0
February 6th, 2012 08:00
Won't even comment on the judgment you passed. You weren't a party to the ridiculous exchange between Dell and myself. Checked travel forums.....googled for the last week....you see different answers, and answers about voltage etc. Nothing that answered the question about surge protection. Dell was my last resort. I have the physical adapter....it's just the small print that was misleading, and I was trying to get clarification. On my way to Office Max where the customer service is good, and people are knowledgable (believe it or not).....at least much more so than these telephone operators who seem to read from a script at Dell. Thanks for your input.
ieee488
4 Operator
•
11.1K Posts
0
February 6th, 2012 09:00
Surge protection???
Now you are talking about surge protection???
I thought you were talking about an adapter.
Sheesh. Talk about confusing the poort Dell rep.
Part of the blame should go to you since as you've admitted you have no clue what you are talking about.
Also, while you are at it, try answering a technical question in English when your birth language is Hindu or whatever.
That is what these Indian Dell reps are doing.
Since Americans want cheap cheap cheap, this is the type of technical support you get. Again, blame the American consumer who demands cheap prices until they need technical help. Ooops. I guess American technical help is too costly.
Argie1924
4 Posts
0
February 6th, 2012 17:00
Yes! We talked about three separate issues. Each one was numbered in the chat transcript so as NOT to confuse the operator. The questions were very clear and concise and none of them were answered! And, yes, I do NOT know the answers to these questions.....that's why I was asking the representatives, and that's what THEY ARE THERE FOR. However, each question was clearly put out there for them to answer. When I had to copy/paste the same questions over again X2 and then X3 because the rep kept asking the same question that he had asked three lines prior (and I had answered).....I think she just may have joined the club of "no clue what you are talking about". And you are absolutely correct about one thing. This is/was my first laptop computer. It's three years old, and I succumbed to Dell's commercials about their exemplary customer service. I was not aware of the outsourced nature of the support, and the substandard service I would receive. Guess it all comes back to "you get what you pay for". I learned a lesson!