Dell customer service is starting to suck.
By avonrep1
@avonrep1 (1862)
United States
March 12, 2007 3:11pm CST
Okay I love computers. We have a a few in our home. Five to be excast and a couple more in peices right now. Anyways, I bought my husband a new Dell for his last birthday. It is a piece of c*ap, that kepts giving fatal errors. Its still under warranty so I am not about to spend the money it would cost to fix it myself/
I call Dell and of course, I get someone who can't speak clear english. They kept wanting to send me to Tech support, where they can't do anything to fix it. I tell the person over and over I do not want Tech support, they can't help me, they send me a defective product, and I want it replaced.
They guy keeps saying what I think was "I can transfer you to Tec Seppurt" I kept telling him no, that I need the Tower replaced and I need Customer support. Then he would say "I transfer you to Tec Seppurt" This went on for about 45 mins.
Finally I got mad, I asked him do you understand English, My computer is under warranty and your company sold me a defective computer, and I want it replaced. Either do it or I am writing a complant to the company with your name and ext. Number attached to the complaint. Then I will go see the Attorney General. Surprise, Surprise, he was able to help me and a new system is on its way.
It bothers me though, that Dell has lost the customer service reputation that its company built its success on. Did Mike Dell forget that his company became sucessful on that fact, Great customer service and a great product.
Has anyone else noticed that since Dell started outsourcing, their customer service is lacking.
I own three Dell's and One of them that I have I have had for years, before Dell got popular in the main steam. I am sad, that another American company is out sourcing and it affects how we customers are treats, not to mention inferior products.
1 person likes this
4 responses
@not4me (1711)
• United States
12 Mar 07
As a Dell-certified computer tech (American at that), I must say you weren't allowing their customer support rep to do his job. When ever a Dell computer needs to be replaced the call *has* to go to tech support. You let your anger and even prejudice get in the way of their customer service SOP. If in your own words they sent you a defective computer how could you not see that a tech support rep was the correct handoff? They are the ones that handle the exchanges. I understand you don't work with computers but they did nothing wrong and you wasted everyone's time involved, including your own by not allowing them to swiftly move through their own ranks.
No, this is not an outsourcing issue. This is how large IT firms handle these situations. Also, I've always found the Dell reps to be nothing but friendly and professional. Regarding outsourcing in general, don't be mad at the overseas reps - be mad at the US politicians and CEOs who thought taking jobs away from our own citizens was a good idea.
2 people like this
@avonrep1 (1862)
• United States
12 Mar 07
I guess I should have explained up there, for the last three months, I have talked to the Tech support people at Dell. Their IT people sufk, no offense to you or anything. The Tech people couldn't fix the problem. They kept saying that Customer Care would replace my system, but always transfer me to the wrong department. Fianlly when I got customer Care after being at tech support with barely speaking English techs, I got someone there that could barely speak English.
The hoops Dell makes you go through is a waste of my time. I had already logged over 26 hours with Tech support in less than a three month period. I also am an IT person. I could have a job with any computer place I wanted to, but I hate working on them all the time, that is why I decided to take my training and put it to use, running my own business, so I would be able to fix any problems myself.
I am A+, MCP, MCSE,& Net + certified, plus I have had other computer training. I was a double major that decided to use her skills, in business instead of the IT part of the world. But I well know what I am doing. I said up at the top, since it was still under warranty I wasn't about to spend the money it would cost to fix the problem with the defects myself. Why spend that money twice.
Glad your a Dell-certified Tech, tell your boss, you American should be the one answering fellow American calls, because the customers are getting sick of the hoops because of lauguage barriors.
1 person likes this
@msqtech (15074)
• United States
12 Mar 07
You were stuck in the service connundrum. Email them and try to work it out. Tech support is where they authorize fixes you need to work with them not the public screeners.
@avonrep1 (1862)
• United States
12 Mar 07
Your telling me. Its frustrating. I got to say, they are losing business to inferior products. But their product isn't as good anymore. Like I said up there, I have 3 Dell's.
My first one, was put together right here in the good ol' USA. My husband bought me a Dell Laptop for Christmas a couple of years ago. The box said Made in China. Came with no back up disk, so if my hard drive was to go out, I would have to buy a new operating system for it. (I did get the back up 2 months later software from then after calling and complaining.) So then I go get a cooling mat, and noticed 2 days after the 3 month warranty expired, that one of the USB ports on my laptop is screwed up. Has been since I got it, but didn't notice it because I have didn't plug anything into it till after the warranty was up.
The computer I got my husband for his last birthday has been screwed up since the day we got it. It was also made in China.
My orginal Dell that I bought that was made here in the USA, still works to this day without any problems. Runs smooth as silk.
@asiatu (14)
• United States
31 Jul 07
That is EXACTLY why I REFUSE to buy another DELL product. I absolutley HATE calling them for customer service because I know I am calling India and depending on the person, I can't understand what they are saying. They also go STRICTLY by the ascript given to them as opposed to LISTENING to what I am saying, it os BEYOND frustrating. I know quite a few people who refuse to buy DELL for that reason as well. In time DELL will surely suffer if they aren't already.
