Comments on: Survey: Dell customer satisfaction unsatisfactory

The PC maker relinquishes its first-place spot in services for business customers--a rare slip.

[Neotrope]

Dell customer support lacking...

I recently purchased a Dell web server for several thousand dollars through their small business site. While the eventual delivery of the product was excellent, the support of the sale was "hideous." Try to log back into the site to the account you create to order - you can't track your order. Contact customer support, they say there is no order (and of course you first deal with a nice person in India). All email confirmations are sent in HTML, which means for those of us who (in the tech fields) "run secure" using Eudora with graphics off to prevent web-bugs, etc. - we see nothing but an empty message with no help or contact info (literally a blank message - not even an html attachment caught by spam assassin...!). If you call, there is no order in the system... what's your order number (how can I know if the email is blank?). So, it turns out you have to log-in to a special support website, unrelated to the site you place your order on... and there, you log-in to a totally different system to track your order. Of course, if you try to type in your order number in this system to find your order, it won't work. You have a different tracking number in the small business "Support site." Wild stuff. Worst customer support experience spending $5K ever, which is quite remarkable since they're one of the oldest ecom sites (along with Gap and PhotoDisc). Great product. Won't use their order system ever again.

[Neotrope]

Dell customer support lacking...

I recently purchased a Dell web server for several thousand dollars through their small business site. While the eventual delivery of the product was excellent, the support of the sale was "hideous." Try to log back into the site to the account you create to order - you can't track your order. Contact customer support, they say there is no order (and of course you first deal with a nice person in India). All email confirmations are sent in HTML, which means for those of us who (in the tech fields) "run secure" using Eudora with graphics off to prevent web-bugs, etc. - we see nothing but an empty message with no help or contact info (literally a blank message - not even an html attachment caught by spam assassin...!). If you call, there is no order in the system... what's your order number (how can I know if the email is blank?). So, it turns out you have to log-in to a special support website, unrelated to the site you place your order on... and there, you log-in to a totally different system to track your order. Of course, if you try to type in your order number in this system to find your order, it won't work. You have a different tracking number in the small business "Support site." Wild stuff. Worst customer support experience spending $5K ever, which is quite remarkable since they're one of the oldest ecom sites (along with Gap and PhotoDisc). Great product. Won't use their order system ever again.

Dell - customer service and products

Dell needs to move problem resolution up more quickly. To waste hours doing Dell's diagnostic work on the phone is not the best use of my staff's time. The products have become more unreliable because of cheaper components and I've moved on to another vendor. Also, my orders were never big enough to get the attention of my latest account rep so he would pass it off to his gopher. 3 years ago I received great service and great account support. Now I've let all maintenance lapse and moving on. I won't be going back to Dell for computer purchases. I've tried a couple of projectors, we'll see how those go.

Dell - customer service and products

Dell needs to move problem resolution up more quickly. To waste hours doing Dell's diagnostic work on the phone is not the best use of my staff's time. The products have become more unreliable because of cheaper components and I've moved on to another vendor. Also, my orders were never big enough to get the attention of my latest account rep so he would pass it off to his gopher. 3 years ago I received great service and great account support. Now I've let all maintenance lapse and moving on. I won't be going back to Dell for computer purchases. I've tried a couple of projectors, we'll see how those go.

[curioone]

Dell support

I paid 2,275 for a dell dimension with all the quality stuff inside over a year ago,I have had very bad experiences with both esupport and phone support,they can't seem to realize that there is something wrong with the computer they sold me.there favorite suggestion is to reinstall the op system,they have had me do this twice complete install and 3 times a repair install,the phone support is so terrible that you never get the same person twice in a row on an issue so the issue never gets resolved,they have about 5 or 6 proceedures they have you perform over and over again and again no matter what is wrong with your computer.I would never purchase another computer from them based on support.I don't see where people get it that they offer good suppport in the first place.read some of the complaints on there chat room discussions.sorry for dumping all this on you all,I am just stuck with a computer that I have yet to be able to use.computer crashes on boot,they did replace a video card once but after that they ignored my problem. thank you Terry Hall

[curioone]

Dell support

I paid 2,275 for a dell dimension with all the quality stuff inside over a year ago,I have had very bad experiences with both esupport and phone support,they can't seem to realize that there is something wrong with the computer they sold me.there favorite suggestion is to reinstall the op system,they have had me do this twice complete install and 3 times a repair install,the phone support is so terrible that you never get the same person twice in a row on an issue so the issue never gets resolved,they have about 5 or 6 proceedures they have you perform over and over again and again no matter what is wrong with your computer.I would never purchase another computer from them based on support.I don't see where people get it that they offer good suppport in the first place.read some of the complaints on there chat room discussions.sorry for dumping all this on you all,I am just stuck with a computer that I have yet to be able to use.computer crashes on boot,they did replace a video card once but after that they ignored my problem. thank you Terry Hall

[normoose]

Dell Customer Support or lack of

I make money recovering users new Dell PC equipment on a regular basis even though the equipment is under warrantee. Users can't understand the techs or steps needed to recover a system are too involved.

I also noticed that you won't see any ads for $399 Pentium 4s from Dell. They have finally changed the ad to a Celeron for $399.

To bad they don't have to answer to the same laws I do.

[normoose]

Dell Customer Support or lack of

I make money recovering users new Dell PC equipment on a regular basis even though the equipment is under warrantee. Users can't understand the techs or steps needed to recover a system are too involved.

I also noticed that you won't see any ads for $399 Pentium 4s from Dell. They have finally changed the ad to a Celeron for $399.

To bad they don't have to answer to the same laws I do.

Non-existent tech service from Dell

I recently purchased a new Dell desktop. This is my 4th Dell. I had heard that Dell's service was slipping quickly and I have had an opportunity to experience it first hand. Last Friday night I contacted Dell's technical service via the telephone. That was at 8:40PM Eastern time. I put the call on speaker phone. The first person who answered the phone said she could not help me with my problem but that she wold forward the call to another technical support peson who could. She did not seem to understand that I had already been on the phone for over 30 minutes. She insisted that someone would answer immediately. Approximately one hour later, a man answered and said his name, but his accent was so thick that I could not understand him. What I did understand was that he said he was not a technician but that he would transfer my call to technical support. I protested but he said he could not even listen to my question since he was not a technical support person. He transferred my call. I was put on hold with a music loop that kept repeating itself every 45 seconds or so. At about 11:45 Eastern time, the phone clicked two times and went dead. I was so angry that I called and pretended that I was going to buy a Dell, I knew I would get a live body or at least I thought I would. I did get someone and he told me to call customer care the next day. I asked if customer care was open on Saturdays and he said they were in the AM. Needless to say, as of this date I have been unable to get in touch with customer care. I have tried for many days now to e-mail tech support and customer care without success. There is always a glitch in the forms that I cannot seem to over ride. Tonight once again I tried technical support and the same thing happened again. I tried the trick of pretending to purchase a Dell and I could not understand the person on the other end of the line. But he got the drift when I told him I was so angry that I would not hang up until I had technical support - first he said they were not at work since it was 11:00 CST - when I questioned this he told me to wait and he would transfer me - that he had someone in tech support. Why was I not surprised when the phone hung up. I called back and the message was that I should call back during working hours.

This Dell has many little problems that could probably be solved easily but the service that I had woith my first Dell about 6 years ago is non-existant. And the messages on the recordings as you are waiting are irritating to say the least. I purchased in house support and I am going to demand it - I did once before and they had to come through several years ago. Have any of you had this problem? For 2 cents (or maybe even less) I would return this piece of junk tomorrow. This will be my very last Dell. If I knew who to write to to comment on their lousy service I would do it for what its worth.

Non-existent tech service from Dell

I recently purchased a new Dell desktop. This is my 4th Dell. I had heard that Dell's service was slipping quickly and I have had an opportunity to experience it first hand. Last Friday night I contacted Dell's technical service via the telephone. That was at 8:40PM Eastern time. I put the call on speaker phone. The first person who answered the phone said she could not help me with my problem but that she wold forward the call to another technical support peson who could. She did not seem to understand that I had already been on the phone for over 30 minutes. She insisted that someone would answer immediately. Approximately one hour later, a man answered and said his name, but his accent was so thick that I could not understand him. What I did understand was that he said he was not a technician but that he would transfer my call to technical support. I protested but he said he could not even listen to my question since he was not a technical support person. He transferred my call. I was put on hold with a music loop that kept repeating itself every 45 seconds or so. At about 11:45 Eastern time, the phone clicked two times and went dead. I was so angry that I called and pretended that I was going to buy a Dell, I knew I would get a live body or at least I thought I would. I did get someone and he told me to call customer care the next day. I asked if customer care was open on Saturdays and he said they were in the AM. Needless to say, as of this date I have been unable to get in touch with customer care. I have tried for many days now to e-mail tech support and customer care without success. There is always a glitch in the forms that I cannot seem to over ride. Tonight once again I tried technical support and the same thing happened again. I tried the trick of pretending to purchase a Dell and I could not understand the person on the other end of the line. But he got the drift when I told him I was so angry that I would not hang up until I had technical support - first he said they were not at work since it was 11:00 CST - when I questioned this he told me to wait and he would transfer me - that he had someone in tech support. Why was I not surprised when the phone hung up. I called back and the message was that I should call back during working hours.

This Dell has many little problems that could probably be solved easily but the service that I had woith my first Dell about 6 years ago is non-existant. And the messages on the recordings as you are waiting are irritating to say the least. I purchased in house support and I am going to demand it - I did once before and they had to come through several years ago. Have any of you had this problem? For 2 cents (or maybe even less) I would return this piece of junk tomorrow. This will be my very last Dell. If I knew who to write to to comment on their lousy service I would do it for what its worth.

Dell Customer Service One Word.. BAD !!!

My experiences with DEll were nothing short of perfect up until about a year and a half ago. Now Nothing could be further from the truth. Anytime I call any Dell rep, I get someone who is not very understandable, and does not understand me well. Also, I have never had a harder time getting in touch with a real person. The automated services that are available basically take you in a big circle. None of the reps seem to know where to send you for the information you need. MY average call to Dell has gone up to about 10 minutes a call. I'm sorry, The systems that Dell put out are great, but the service is CRAP...now..They need to deal with this problem soon, or their service may be their undoing..

Dell Customer Service One Word.. BAD !!!

My experiences with DEll were nothing short of perfect up until about a year and a half ago. Now Nothing could be further from the truth. Anytime I call any Dell rep, I get someone who is not very understandable, and does not understand me well. Also, I have never had a harder time getting in touch with a real person. The automated services that are available basically take you in a big circle. None of the reps seem to know where to send you for the information you need. MY average call to Dell has gone up to about 10 minutes a call. I'm sorry, The systems that Dell put out are great, but the service is CRAP...now..They need to deal with this problem soon, or their service may be their undoing..

[AuntieSt]

it is so true they need to speak ENGLISH!!!!!!!! HOW many times do you hear I am sorry about that. well fix my issues and stop saying your sorry when you don't mean it Right

[ruiman]

where is that nice guy on the TV ads?

Horrible service from Bangalore India

[ruiman]

where is that nice guy on the TV ads?

Horrible service from Bangalore India

Dell Support?

Dell has Tech Support?...I thought they just had a very annoying answering machine that keeps you on hold for days....I have yet to talk to a real live person but can repeat every commercial they play while on hold verbatim.

Dell customer service suck

I totally agree with that Dell really have a problem with customer service, specially about the refund. Read reading the story. I find my situation is similar, first I got the bad 9300 laotp which does not boot up at all. Then I called for return, the support staffs said I can get a replacement with extra 21 days return period. Now I decide to return because the laptop is not that good. Dell refuse because I past the 21 days return period. Dell's left hand does not what the right hand doing. Or that is the bad system pratice from Dell to cheat customers.

Dell Support?

Dell has Tech Support?...I thought they just had a very annoying answering machine that keeps you on hold for days....I have yet to talk to a real live person but can repeat every commercial they play while on hold verbatim.

Dell customer service suck

I totally agree with that Dell really have a problem with customer service, specially about the refund. Read reading the story. I find my situation is similar, first I got the bad 9300 laotp which does not boot up at all. Then I called for return, the support staffs said I can get a replacement with extra 21 days return period. Now I decide to return because the laptop is not that good. Dell refuse because I past the 21 days return period. Dell's left hand does not what the right hand doing. Or that is the bad system pratice from Dell to cheat customers.

[ign9]

Dell Customer Service and Dell SUCKS

I have been contacting dell for 3 WEEKS now in hope of getting back my money for a cancelled order.I called every other day the 1st week and every single damn day the 2nd and 3rd from 8:30 break at 12 and back on by at least 2pm.I have still not got my matter resolved. Supervisor after supervisor in some cases even have it out with me on phone. The agents have no idea who they are transfering people too. Far less understand who they are talking to, it ridiculous. I have been disconnected on average 13 times a day and every single word of this is true. As I type this here I am on the phone with the escalation department (I THINK). The tell lies toes especially the managers. I am never buying or dealing with dell ever again. In addition this was a business purchase,even worse.

[ign9]

Dell Customer Service and Dell SUCKS

I have been contacting dell for 3 WEEKS now in hope of getting back my money for a cancelled order.I called every other day the 1st week and every single damn day the 2nd and 3rd from 8:30 break at 12 and back on by at least 2pm.I have still not got my matter resolved. Supervisor after supervisor in some cases even have it out with me on phone. The agents have no idea who they are transfering people too. Far less understand who they are talking to, it ridiculous. I have been disconnected on average 13 times a day and every single word of this is true. As I type this here I am on the phone with the escalation department (I THINK). The tell lies toes especially the managers. I am never buying or dealing with dell ever again. In addition this was a business purchase,even worse.

[deedlesbop]

dell customer survice

I RECENTLY BOUGHT A DELL SYSTEM. IT IS OK BUT THE CUSTOMER SERVISE SUCKS. I MEAN THAT IN A VERY SERIOUS MATTER. I HAVE CONTACTED THEM 8 TIMES TO SETTLE A SMALL MATTER ON A $50.00 REBATE. DO YOU THINK THEY COULD MAKE IT SIMPLE? NO! BY NO MEANS. YOU CAN'T EVEN TALK TO AN AMERICAN SPEAKING PERSON. IMAGINE THAT! YOU CAN'T UNDERSTAND THEM AND THEY SURE DON'T UNDERSTAND ME. I SAY WHAT,AFTER EVERY SENTANCE, AND THEY REPEATE EVERTHING SEVERAL TIMES WITH A YES MAM YES MAM WHATS UP WITH THAT? THE BOTTOM LINE IS I STILL DON'T HAVE MY PROBLEM RESOLVED AND MY 30 DAYS IS UP TO APPLY FOR MY REBATE. I REALLY DON'T THINK THEY WANT TO GIVE AN AMERICAN MONEY, BUT THEY WANT OUR AMERICAN MONEY. GO FIGURE. THERE SERVICE SUCKS!!!!!!!!!!

[deedlesbop]

dell customer survice

I RECENTLY BOUGHT A DELL SYSTEM. IT IS OK BUT THE CUSTOMER SERVISE SUCKS. I MEAN THAT IN A VERY SERIOUS MATTER. I HAVE CONTACTED THEM 8 TIMES TO SETTLE A SMALL MATTER ON A $50.00 REBATE. DO YOU THINK THEY COULD MAKE IT SIMPLE? NO! BY NO MEANS. YOU CAN'T EVEN TALK TO AN AMERICAN SPEAKING PERSON. IMAGINE THAT! YOU CAN'T UNDERSTAND THEM AND THEY SURE DON'T UNDERSTAND ME. I SAY WHAT,AFTER EVERY SENTANCE, AND THEY REPEATE EVERTHING SEVERAL TIMES WITH A YES MAM YES MAM WHATS UP WITH THAT? THE BOTTOM LINE IS I STILL DON'T HAVE MY PROBLEM RESOLVED AND MY 30 DAYS IS UP TO APPLY FOR MY REBATE. I REALLY DON'T THINK THEY WANT TO GIVE AN AMERICAN MONEY, BUT THEY WANT OUR AMERICAN MONEY. GO FIGURE. THERE SERVICE SUCKS!!!!!!!!!!