Dell Tech Support fails

Question

Code of Conduct. DELL-Admin> Here follows the lengthy year-and-a-half account of a dismayed Dell (Tech Support) customer. So, I’ve had a recurring issue with my Dell Inspiron 2-in-1 laptop. After only 14 months, I noticed a drastic decline in performance. After boot-up it would take sometimes up to an hour until the machine was halfway operable. Disk usage was at 100%, all apps (even simply typing or mouse-clicking) were unresponsive, extremely sluggish at best. Since I’m paying for Premium Plus Support, I made use of it. I didn’t realize that I had to invest many long hours online with tech support to perform several diagnostics myself (numerous system test and scans, un- and reinstalling of programs). I eventually had to do a complete wipe and reinstall of the OS. At the time, the problem seemed to be – not gone – but nonetheless improved. Just about 6 months later (by then it was September 2021, a year ago), the problem resurfaced. Yet again I had to invest many hours of my free time online on WhatsApp with Dell’s Social Media representatives to remotely troubleshoot the problem. I had to go through the same routines as before (several hour-long sessions with multiple different technicians whom I had to re-explain the issue over and over again). It seemed every single time each one of them made me start at square one, running the same tests and scans that yielded … nothing. After weeks of back and forth, there was no improvement, and they finally came to the conclusion that I needed a new motherboard. OK. 'Supply issues' made me wait for weeks, but it was eventually replaced by an on-site technician. Unfortunately though, this didn’t yield the desired improvement to the performance of the computer either. More of the same tests, more of the same scans. They then decided to replace the hard drive. Again, a week or more went by. After install, as soon as I started installing my software apps and loading my files, the problems returned. Mind you, all I use is pretty much MS Office, nothing resource intensive. I was instructed to perform yet another round of diagnostics sessions over many long hours and weeks with multiple techs, who came to the conclusion - guess what? - I needed a new motherboard and hard drive. ??! Despite me telling them that this obviously was not the source of the problem, they insisted, and I had a second set of replacement parts installed weeks later. As expected, this didn’t change anything. Who would have thought?! By this time it was May of this year, and I estimate I had spent roughly 50-60 long and frustrating hours over several weeks online with Tech Support and the onsite techs.Dell finally agreed that they needed to have a look at the laptop in their repair depot for a thorough analysis, so I sent it in. Over the month that followed, I asked numerous times for an update, but was unable to get any useful information from anyone. The 'conversations' usually consisted of the following: 'We apologize for your inconvenience. Rest assured our team is working diligently on finding a solution. As soon as we have more information from the team, we will let you know We will provide an update within 24-48 hours. We appreciate your concern. Thank you for understanding.' Lather, rinse, repeat. Every time I asked for information on what the issue was, what the solution was, and the turn-around timeframe, I got copy/paste answers. Not the least bit of real information. 'We understand your concern though'. Great. I eventually received the laptop back, and apparently, they had installed a new hard drive (the third one by now!). I noticed right away that the sound didn’t work, and yet another tech came out, only to find that the internal speakers were unplugged (what dilettantes!). After repair, he ran the required pre-boot system scan but had to abort due to minimal progress. On a normally functioning laptop it usually takes 3-4 minutes, mine has never completed in less than 40. He took down in his notes that the laptop had not been adequately repaired at the Dell shop. Yet again, I had to get with Dell’s 'Tech Support' – pardon me – the Social Media Team, and for the 500th time explain the issue. 'I understand your concern.' No, you don’t. Yet again, I was passed around from technician to technician and supervisor to supervisor. I estimate I 'spoke' to more than 30 different individuals that all claimed to had examined my journey with them, yet had obviously no clue what the issue was. Yet again, they had me run the gamut of the same tests and scans that by now I can perform in my sleep. I was assured numerous times that my case would now be escalated and a solution provided within 24-48 hours, only to find that I had to endure the same meaningless conversation again just a few days later. 'We will provide you with an update within 48 hours'. This by now had turned into an incredibly frustrating and excruciating experience. I cannot begin to explain how much nerves this 'journey' has cost me over the last year and a half (I still have the entire WhatsApp chat dating back to September 2021 to prove it). It took immense focus and restraint to keep my composure and to not slip into using expletives. About a month ago, after several more chats and phone calls with different 'supervisors', I was finally informed that the case was now in the hands of the 'Concern Team', whatever that means. Apparently not much, because when I inquired what they had concluded, I was asked by the Dell rep to run a system test. !!! Are you guys serious?! Two weeks ago then, the 'Social Media Team' told me that they’d be issuing me a refund. Almost simultaneously, I received an email from the 'Exchange Team' that I’d be getting a replacement computer. Obviously, one hand not knowing what the other is doing. I opted for the replacement, but – wait – 'we don’t have a comparable laptop in stock.' Days passed with no useful updates, further testing my already worn-out patience, when finally a new laptop showed up. I never thought I’d be seeing this day. During this last year and a half, I have come to the following conclusions: Dell’s customer service approach, help desk organization, and tech support system is completely and utterly inadequate and inefficient. Technicians are instructed to follow a routine script of repetitive tests and analyses every single time. The technicians are poorly trained. The fact that these 'technicians' belong to Dell’s Social Media team speaks volumes. They have no technical knowledge and lack insight on what their actual Tech Support is doing behind the scenes. In 90% of inquiries they only send web references/links for the user him/herself to look up and follow, instead of actively guiding one through the steps. So much for 'Premium Plus support'. 'Case resolution' is non-existent, and most likely purposefully designed in such a way that the customer is kept in a constant and never-ending loop without answers, wasting countless hours of precious free time. Customers are either ghosted or are given the runaround, being handed off to dozens of different technicians with none of them having ownership in the case. The intent is clearly that the customer eventually gives up and drops the case. The system is designed such that the customer is intentionally left in the dark. 'Supervisors' claim to own the case, yet mostly only copy/paste canned and empty phrases ('please allow 48 hours and I will provide an update' – they don’t). They will blatantly lie about 'escalation' and 'concern team', yet it is designed to waste more time and with the intended goal of the customer to eventually give up.

DELL-Cares · Answer

We tried reaching you on a private message asking for the Service Tag number to ascertain the warranty but did not receive a response. Please feel free to reply to the private message whenever you are available.

Jojo68 · Answer

Dear Dell 'Cares', if you would actually have read my message, you would know that I have received a replacement laptop. So, why would you need the service tag for the old one that I returned?! Does not make sense at all.   Code of Conduct. DELL-Admin> By the way, with only 2 weeks in, I have already issues with the new equipment (overheating).

Customer Care

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