Lack of Dell Customer Support

Question

I am reading this posting concerning Dell customer support and could not agree more. I bought a Dell computer Which was received within a few days of order. That was great. However, after a couple of days, I could no longer connect via wifi. It took 2 more days and approx 5 hours with Dell tech services India only to find out they could not fix the issue. I then asked for an exchange. I was told to ship defective computer back and they would send me another one. A few days later I called again to ask about status of replacement computer being ship0ed. I was first told they didn't know status and call back later. When I called back, rep said that 'I' told rep earlier to issue a refund, so they cancelled my exchange!!! This is all Dell India. And I never requested a refund. I requested an exchange. So, imagine my frustration with all of this. Asked to speak with Supervisor, put on forever hold...spoke to another, he said he is in refund dept and cannot help..I kept getting transferred to people who could not help. I looked for customer service complaint. This is all I could find. Don't think I will order from Dell again due to such poor, poor customer service. How can someone in India help resolve my issue in US? Not their fault, it is Dell lack of US reps to support their customers.

mwebster6 · Answer

It is not the delay in the refund that is my issue. I did not want a refund. I wanted a replacement for the defective computer. It is the lack of Dell US customer support I am frustrated with. The reps mishandled and messed up my replacement order causing me more delay in receipt of a replacement computer. Reps could not help and when I asked to speak to supervisor or manager, I was placed on either an endless hold, transferred from dept to dept, or spoke to someone who just could not help me. What kind of customer service is this?

robert p · Answer

Hi mwebster6,

Thanks for your post on the Community Forum.

Normally refunds take about 30 to 45 days to process, so this can take some time. The refund breaks down like this: 10 days for the item to return to Dell, 10 days for the processing center to receive and scan the product into and mark it as returned, and another 10 days for the Finance department to issue the credit. Then it can take another billing cycle for your bank to return the credit to your account. If you used a Dell Preferred Account, or Pay Pal, it can take longer.

If you would like me to check the status of your account, please contact me privately with your personal information. Thanks for your patience.

Regards,

Robert

robert p · Answer

mwebster6, I'd be happy to see what can be done to assist you, however I'll need your information.  Please contact me privately.  Thanks.

johndoe9999999 · Answer

mwebster6 could not be more accurate. The customer support is abysmal. I was in the process of switching our small organization to Dell. The order process of the Precision laptop was severely mishandled. When we finally received the system after 5 weeks it was defective upon arrival. Customer support is non-responsive and deeply demotivated. It is VERY clear that Dell does not want our business. I think the refund process is preposterous - 30 to 45 days?! Seriously?

To be clear we had purchased four Dell systems already, but were ready to go exclusively with Dell going forward.

robert p · Answer

Hi johndoe9999999, Thanks for posting.  If you have questions not related to this post, please make a separate post and I'll be happy to see what I can do to assist.   Regards, Robert

johndoe9999999 · Answer

I did.

Customer Care

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