I am so angry at Dell's customer service.
By avonrep1
@avonrep1 (1862)
United States
March 31, 2007 6:10pm CST
I hate it, calling customer servicce at Dell anymore. I want to scream and yell at them.
Okay let me back up to explain, I don't want people to think I just fly off the handle. We have a few computers as some as you know from previous post. I guess you would say I like to collect them. Year ago I bought a Dell, when it arrived it was damaged, I called customer service and the American I talk to was ready to help me and sent me a new system out right away, and said when I got the new system, but the other on in the box and send it back.
We bought another computer from Dell, and have no problem with it.
We like our Dell's so much when the harde drive went out on my husbands HP I bought him a Dell for his birthday. Not reliezing that Dell started outsourcing their customer service department that services Americans to India. (No offense to anyone who works in the India call center, really)
His computer arrived and with in days there was software problems, blue screen fatal errors and devices disappearing. Every time a fatal error occured you have to insert the back out CD to reload the OS. I have been in contact with CS and Tech support at Dell for 11 months, asking for a replacement each time, because I paid my hard earned money for that computer for his birthday gift and we shouldn't have problems with it.
They kept refusing to replace it, telling me to try this and that, which was only a temporary fix and I had been doing anyways. I have IT certs too. I am not stupid when it comes to computers, and could fix it myself, but I don't feel I should have to put out another $200.00 for the parts to fix it, when it is under warranty and it came this way.
Last month I get the customer service people in India to finally agree to replace my system, when it never arrived I called back and it was cancelled. They reordered it, then I call to see where it is and it was canceled again.
I am mad. I demanded a supervisor from America to call me back, I get one from India to call me. He wasn't helpful and I told him I am angry and I can't understand him very well and want an AMERICAN to call me back. He says that someone from America will call me with-in the next 48 hours.
After this experience I will never buy another Dell. The next time I buy a computer I am buying a MAC.
1 person likes this
2 responses
@rabi9634 (419)
• United States
1 Apr 07
I worked in an IT department to witness the transition from Dell's US based help desk to their India based support. If only they realized how much of an issue this caused. I don't want to knock the system as a whole, as I have spoken with many EXTREMELY educated people from the India call center. Language barriers make the support calls extremely difficult though.
The one thing that irritated me above all else was to get someone who automatically assumed that I didn't know what I was talking about when it came to support calls. I preferred only calling when a piece of hardware needed to be repaired or replaced.
One time, I had some guy have me run diagnostics on the hard drive, despite continually telling him that the hard drive was making a noise like nails across a blackboard when it spun, and in addition to that it was overheating within minutes of power-up. Obviously a bad hard drive. Support call took three hours before finally I asked for the guys contact information and asked to speak with his supervisor immediately for wasting my time. That certainly sped things up.
Dell's service certainly isn't what it used to be. I'm glad I learned how to build my own systems and got used to different operating systems instead of Windows.
1 person likes this
@avonrep1 (1862)
• United States
1 Apr 07
Thank you for your understanding. It is frustrating, when you get the run around, I swear I think they do that to run out your warranty so they don't have to up hold it. At least that is how it seems. I told the last guy, if my computer isn't on my door by Thursday, I am going to report them to the BBB and to the Attorney General, that is when they said someone from the US headquarter will be contacting me in the next 24 hours.
@Marie2473 (8512)
• Sweden
1 Apr 07
This is usually what happens when a company outsourze their call-centers and yet so many more are doing it, just because it is cheaper in india for an example and they do not have to pay as much in salary and so on.
However I have heard that alot are taking the outsourzing back, because of problems like this.
This is really not good for the reputation of Dell - they used to be known as very service-minded, however this is not the first I have heard.
I sure hope that someone will call you soon and sort out this mess before your warranty runs out!
