We bought a new desktop for our nephew last year when he entered high school. We purchased the extended 24/7, next day, in-home repair/service. All went well until late July 2007, (computer is now 11 months old), and when on boot up, the blue screen of death with the error message, ?Unmountable boot sector? appeared. Nothing we did could get out of the screen, so we went on-line to chat with tech support.
First, tech support wanted to know if we had a problem, how we could get on-line to chat with them. After telling them I had another system connected to the internet, then the real trouble started. I explained the problem, and I was asked to perform various tests for the next hour. When each came back, ?FAILED?, the support went on to another test. They even wanted me to install the OS and drivers. When I said I didn?t have the disks, they wanted to know why! Finally, I demanded they send someone out to repair my system ? replace the hard drive and install the drivers.
Two days later, I received a call from the local technician saying he had the hard drive. Since it was my day off work, I told him to come over and do his thing. He popped in a new hard drive, plugged everything in, turned on the system, installed the OS cd, and told me what sequence to install the driver cd?s, and walked out the door.
I now have a system where the boot drive is labeled ?I? not ?C?. I occasionally get the following error message when loading new software, ?Windows ? No Disk Exception Processing Message c0000013 Parameters 756bf9c 4 756bf9c 756bf9c?.
When I brought these problems up with DELL, I was told it was my fault the drive was not labeled ?C?, because I did something wrong when I installed the hard drive and OS the OS, and to correct the problem requires reinstalling the hard drive and reloading ALL the software.
This is the fifth DELL system we have purchased in the last four years for family members off to college or high school. While this is the only one with a problem, it is the LAST DELL I will ever buy and I suggest NO ONE EVER buy a DELL product!
First of all I am a very unsatisfied customer and my attitude on Dell customer service is horrible. All I do is get transferred to call centers that have no idea what they are doing or what one call resolution is. I bought a 1200 dollar laptop in November and was told I would get a dell coupon of $100 and a gift card of the same amount. So I got the coupon dollars used it on a laptop bag and the 966 printer cartridges. Planning on buying the 966 printer when I got my gift card. Well then had not received my giftcard as promised and it was two months late. I had to talk to reps in India who never helped me. I finally got the gift card today. Then I go on line the 966 printer is no longer available. So now I am tryin to return the cartridges worth $50 and am told cannot. This is nothing that should be my fault to where I cannot return the cartridges. Its not my fault the printer is no longer available and here I sit with $50 in cartridges I cannot use. So of course I talk to someone else overseas in customer service and they tell me the same thing even the manager. She asks me to call back the next day. I told her I will continue on until I get resolution. So unhappy I even bought a laptop and gave my money to a company that cares nothing about customer satisfaction.
I purchased a Dell desktop on Feb. 14, 2008. I had problems with the computer freezing up from day one. With the 1st call to tech support, I could barely understand the person on the other end and he knew much less than I did, he said that someone had set me computer to go to "sleep" every 5 minutes. (DUH!) That's not even an option. To make a very long story short, I spent over 2 hours at a time "troubleshooting" for several days. They sent a local contracted tech to my house to replace a part, that didn't work, they wanted to start over again with more troubleshooting. I had to take computer apart and remove parts from the inside. I had to get down on the floor, hook it back up and see if it came on, it did, so I had to unhook everything again and put side back on. Still didn't fix it, when I called back frustrated to no end, I asked for a new computer, I am disabled and having heart problems and after working with the computer I had to lay down and rest with chest pain.After being transferred to several different departments and reps I was told they could not do a computer replacment until a tech had been sent to my home "3" times. So they sent more parts and a tech, he put those on and guess what it is doing the same thing. There needs to be some changes at Dell, I AM NOT A COMPUTER TECH, and neither should I have to act as one. I would not recommend Dell to a friend for that reason. I understand that things happen, they are machines, but they need to take another approach to situations like this one.
i have a dell xps laptop m1330. i have spent at least 20 hours on the phone with at least 30 different tech support or xps support technicians. i have had two visits to my home. my computer still does not work. this is a nightmare. i purchased my computer in jordan in feb or march. i am in the states now. while in the states the screen became very dark. the tech support could not use my express service code because it was purchased overseas. so they set up a "dummy" service code. they sent a technician with a new lcd screen. but the one they sent him was for the computer that last used the dummy service code. so it didn't fit. he ordered a new one. the next week a different technician came to the house. he installed the screen. but it was still dark. he called dell, they said it needed new software, something to do with the driver and bios. he said he would not do it because he only does hardware. he gave me a number to call. i called it 1-800-232-8544 but of course i couldn't get through to anyone because i needed the service code to use the automated service to put me through to a technician who could help me. i called 1-800-285-1653 and the tech support guy took over my computer and tried to help but couldn't he then told me to call 1-800-232-8544 and of course i couldn't use that number again. so i am sitting on a fairly new $2000+ computer that i can't see. i love my computer. i miss my computer. but i can't seem to get anyone at dell to solve my problem. i have a daughter going to college in the fall i made her buy an apple because of the problems we have had will dell service. i have a son who will be going to college next year. he also will not be buying a dell if we can't get any help. my husband is an it consultant in saudi arabia, he will be upgrading to a new laptop this year as well, not a dell if service is a problem. i also have a 14 year old daughter and we bought her an hp for the same reason. dell's service is a huge problem since there are no outlets where a customer can take their computer to have it fixed. even when it is new! please help! thanks, meg sakka
I bought the Dell Dimension 4700C 2 years and a half ago, from the very first moment problems came up. Sudenly the computer was broken (3 weeks after I purchased it), I mean it went off without any possibility of doing anything, they repaired without any logical reason written in the receip. One year and a half later, the problems with the disc drive begin, such like a blue screen appearing everytime y copy something to a disc, and destroying the disc contents completely. They required me to repared by my self with very complicated operations which honestly I had no idea how to do, finaly the disc drive was broken completely, and they accepted to come, pick it up and repair it. This was the first time. It is already 2 years and a half since I bought it and they have came to pick it up and repair it 5 times in total!, asuring me each time that is was going to work well, formating the C drive already 3 times, and the most important thing, making me lose a lot of time, because I need the computer because of my job. Even you you take care I lost a lot of data everytime they format my computer.
I also studing computer graphi design and I very need the computer, so the delay in my studies means a delay in finding a new job at the time I estimated. This last week they asured me it was going to be the last time and is not working well again, and I have to prepare many things for interviews that I have next week.
for me dell service is becoming hell. Today i m tryed to contact on 1800-425-8045/9045 since last one hr . I tried it at least 6 times. at one or the other stage it get disconnected . so ultimately i decided to switchover to e mail.
i m feeling that dell call centre service is at present is WORST in the market . It never took me less that one hour to register my complaint. V feel begging to please attend. They ultimately try to show rules & shut of finally .we reach nowhere then our ultimate solution is market common engineers.
my complaint for BBYPN1S Lattitude D820 model is waitingt for repairs since last 15 days . my first job daily is to giv feedback e mail to dell that i m waiting.
MAY I KNOW WHAT THIS WORLD'S GREATEST BRAND 'DELL' ( they claim but call it ( dell the hell )IS DOING IN THIS REGARD. vikram mumbai india 9324324200
I will never buy a Dell again, Because of the poor customer service I had, and I used to really like Dell, I was always a Dell Person, Went to Apple, them went back to Dell,
But I now now, that Apple is better, all the way around, more expensive, But Better Customer service, and English speaking Customer Service as well.
I just bought (Feb. '09) a new Inspiron laptop and have been unable to load my anti-virus or do other things with it, because i keep getting the message that I need to use the "Dell Support Center" cd, which was not included with the software I got with the computer. The Indian tech actually told me the message was caused by a virus, even though the message started before I had used the internet. I was still trying to set it up. Now I can't even get on the internet, but I used my mother's computer and accessed Dell's support center. They want to charge me more money to speak to a North American technician! They want additional money to speak to someone about software! The web support center is a maze, and when I finally tried to send them an e-mail to request assistance, they included several required fields for billing information, and didn't even indicate how much they would charge for answering my e-mail! I suppose I'm just supposed to trust them to be fair; HA! From my own research it seems the Roxio software has a glitch that causes the computer to fail to read customer service center, and I'm guessing that's the problem. The solution is to download a patch from Roxio and then uninstall and reinstall the customer service center. Since I can't get on the internet to download the patch or download the customer service center, and since I can't talk to anyone with half a brain, unlike the "techincian" who told me the dell customer care center message was a virus, my only choice is to bring the computer back to Sam's Club, get a refund, and buy the less expensive Toshiba laptop that my sister recantly bought (and is very happy with). My entire family has been satisfied with Dell for years, but I don't forsee any of us making a Dell purchase in the future. Like AOL, Dell will finally fail because customer service in the computer industry is key to success or failure.
I purchased a $2700 desktop from experience with my other 3 dells. Well from the beginning nothing worked right. So finally I called support and received an answer right away, but from then on straight down hill. They tried alot of things to fix my blue ray problem then I was told it was up to me to find a fix.??? Then my next call was for my computer dropping out of what I was doing and going back to the desktop, and basically said it was up to me to find a fix??? next call the same.
I talked my 2 boys into buying Dell's and a friend. Guess I should apologise to them.
Now I've got an expensive Decoration in my room! $2700 machine and now I have to buy a new one.
Maybe an IMAC.
Thanks for listening. Rick
If you value your mental health ? don?t buy a Dell laptop. If you go to work ? don?t buy a Dell. If you need to able to use your computer ? don?t buy a Dell. If you need to rely on your computer ? don?t buy a Dell. If you have a reasonable expectation of sane customer service ? don?t buy a Dell. If you wanted to love your computer, even just a little bit ? don?t, just don?t buy a Dell. I am despairing to the point of chewing my arm off.
I bought a Dell XPS 1340 studio laptop to a high spec three months ago, it has not worked since I had it and I have spent three month dealing with the call centre in India, despite supposedly having next day business support. I have reinstalled everything twice, the first time it worked for a week and then stopped just as I had spent hours loading programs and documents to get it ready to take away for work. So I had to resort to yet another re-install and again just as I got it working it froze.
I am constantly travelling and have had to resort to my old laptop. The service I have received makes me feel I am operating on a parallel universe, and I was wondering if senior people at Dell know how bad Dell customer service is. I have spent hours and hours on this, and not once have I had an apology or any indication that anyone understands or cares. I feel sorry for the junior staff in the call centre, because the processes they are working to seem dysfunctional. So my complaints do not include the poor man who has tried to help. At the end of every conversation he parrots ?Thank you for choosing Dell Computers?. His mental health is probably suffering as much as mine.
Last week I thought I had reached the depths when the courier was supposed to pick up my laptop for seven days; I delayed a flight to wait in all day as they wouldn?t give me a time, and then the courier ?City Link? walked off without taking my laptop having shouted at me because I asked for a receipt. Or some proof that they had taken it. After more mad phone calls, someone came to pick it up.
And today I got it back from the same rude man who literally threw it at me??. And then I opened the box??And no .. no please no ...And they have surpassed themselves, how could any one be that awful, mind numbingly utterly awful, it is life sapping. I can?t go on. I feel weak, I feel sick, I am turning into a gibbering wreck. Just do your self a favour and buy from someone else.
If I can summon up the energy I will tell you what they did in another post
For now my mission is to warn every one I know about how awful Dell customer service is. I wouldn?t want anyone to go through what they have put me through.
If you value your mental health, If you need to rely on your computer, If you have a reasonable expectation of sane customer service ? don?t, just don?t buy a Dell laptop.
Customer Service at Dell is so bad that I cannot even purchase a laptop with them... I placed an order online days ago and due to security reasons the card did not go through. They did however manage to make a sale for some Office Software (little use without a laptop and which they are now referring to as being "my order") but are now saying it is not possible to honour the price of the laptop, so I need to pay more!
This progress in itself has taken days, hours on the phone, hours waiting for calls back (calls that were never made) and multiple deparments playing "pass the complaint" managing to not proivde me with a manager, managers name or contact details for me to make a complaint.
Their offers change so frequently and staff seem to have no interest whatsoever in rectifying or fulfilling the agreement that was made. A company that does not want my money!?!? ......
If they can't sell products to their customers then it leaves little wonder that they can't fix them or provide post sales support.
Dell Technical "support" sucks. I purchased an Inspiron 530s back in December. It ran smoothly, until April. It started lagging. I had registry keys and files getting deleted. My hard drive was corrupted. i keep getting Blue Screen of Death. So earlier this month, I opened my computer and there were lines through the Dell screen. I called Dell, and i was on hold for 2 hours. i hung up. 1 week later, i call. i did not understand the indian accent. but, i tried to understand, gave em my service code. she asked me what the problem was. i told her and she said, one second, please stay on hold. i will find you a new monitor because it seems as if the problem is in the monitor. This couldn't be true. i tried using 3 different monitors and it wouldn't work, yet they worked on my other computer. i explained this. she was like "i see, the problem is in your monitor" i was so pissed off. i started yelling. she told me about a "cheap" 300$ monitor. how is that cheap?? my computer was 400$. all they want is money. i said no thanks. i'd like to know what;s wrong with the COMPUTER. she made me connect different monitors. i explained to her that i'd did this already numerous times. she said you have to do it again. so i told her it won't work. she said i will connect you to another represenative. having a little hope, i grew a little more patient as i explained my problem for the second time. guess what? same thing! moniter! IT'S NOT THE MONITOR! i grew impatient as i spoke to about 6 more represenatives saying the same thing. it was the last straw and i explained everything to the last representaive, who told me the problems in the memory and someone will come to replace it. so someone did. im still having problems. i get the blue screen and if im lucky it'll work again. i didnt even have it for a year. i had an intel computer for 4 years workign perfectly fine. and i have another compac for 8 years, in better condition than my inspiron.
NO MORE DELL
Thanks to cheap "dell", this may be the last time this computer boots up.
I bought a top of the line DEll laptop XPS M1330 in New York in February 2008. After 9 months of work in Africa mostly in HIV related projects, the hard drive collapses. It was checked by several IT persons who confirmed that the hard drive needed replacement.
Then the true face of Dell customer service ( my first DELL purchase!) appeared: You are bounced into India with very long waiting time on the phone to ultimately talk with crooked people. They forced me to reinstall Vista ensuring the problem would go away. It did not of course. They ( Indian based Dell customer service) promised to send a technician on two occasions and every time called back to cancel. Then asked proof of ownership and went silent!
Basically you are dealing with the worst delaying tactics. It cost me a lot of time , all my colleagues at work could not believe that the warranty could not be enforced. I then replaced the hard drive at my own cost.
The laptop worked ok until it jammed completely in June 09 but this time it seems to be vista related.
I will NEVER buy DELL again and I am so angered by major companies like DELL getting away with delinquent behavior.
I can hear the headquarters saying they are sorry that the service in India is so bad and they were not aware but behind the scene all the shameful tactics are approved by the headquarters for sure. Btw so there is no misunderstanding, India is a country I love deeply.
TT
Don't know if anyone has already tried this one, but just in case: If you want to make a complain, send an email to uki_customer_complaints@dell.com The head office in the UK told me that the people receiving this are based in the UK, so maybe.....still don't have high expectations.
I bought a dell xps1300 about 13 months ago .after 3 to 4 months of buying i started to have small problem and it kept going on bit by bit.so i had to call the customer service help line .i tried to speak to them and tried to explain my problem but i guess he could not understand me so he disconnected it .i was very furious and called them back several times .and few months ago mz software got busted so i had to get a software engineer which is not coverd in my waranty.so the guy said to me if you increase your waranty then i will give you a one off service free but the increase in warentz cost me GBP 125.00 . but recentlz mz computer doesnot get charged at all and batterz seems to be fine but don knwo whats wrong with it so had to call them customer service again and now they said to me they cant change my mother board cause it has a physical damage and it does not come in the waranty .i am so pissed of with them i will be buying apple next time.so i said to this guy how do yu knwo its a physical damage u have not seen it .so i told them to get the engineer to see if its a physical damage or not .these people are the stupid and irritating people .saz not to dell ,its a real hell.having a babz is cheaper than dell computer.
I purchased a dell XPS on the 12/10/2009. the next day a representative called me up to verify my order and told me i will be expecting my laptop in 7 working days. after 7 working days the laptop failed to arrive so i called the call centre. they told me there is a delay due to shortage of parts. the informed me the new delivery date and again it failed to arrive. SOmeone cancelled my order and put through a new one. I called up the service centre again to verify the order again. Guess when is the next expected delivery date - 25/11/2009. SO i asked for a refund. after a couple of days i called to check the refund and the service i received is worst than anything else on earth. I WILL NEVER BUY A DELL AGAIN!!!!!
regarding dell computer services and delivery.
I recently ordered and received a Dell desktop computer (Studio XPS 8000 with good stuff including a Bose sound system). I have been a satisfied Dell customer for years. This recent order has been a complete diseaster. The computer arrived without shipping label contents. There were parts missing such as an appropriate connecter between the monitor and the CPU. The computer would turn on but immediately issued a warning blinking orange-yellow light (6 beeps followed by an interval) and never actually booted up. I have been through a multitude of e-mails, unsuccessful phone calls to customer service, technical support, etc just to get someone to send me help and now, approved mailing labels to return the product and refund my money. I reached the end of my rope. I have alerted American Express to dispute the payment until the issue is resolved. After several wasted hours, I finally found someone in Central America to send me return UPS labels for returning the product and returning my money...stay tuned...George Tindall (retired neurosurgeon)
For what it's worth (will probably do no good whatsoever), here is a letter I composed after just having been sent to Dell Hell. If nothing else maybe some others will find some consolation in knowing you aren't alone. Sheez, we should form a Dell Hell Survivors Support Group! Here is Part 1:
Dell Computer Corporation
C/O President of Customer Relations
1 Dell Way
Round Rock, TX 78682-0001
November 29, 2009
Subject: Negative Customer Experience
Dear Dell Computers:
I am writing to explain to you why I will never again purchase another Dell computer.
This decision comes after 15 years of owning exclusively Dell computers. I have owned at least 6 different Dell computers in this timeframe. That?s a new computer at least every 3 years. This equates to several hundreds and thousands of dollars of business you have received from me, so keep this in mind as I explain the following.
I recently purchased a Dell Mini 10 Netbook. I thought it would be a nice addition to my current Dell Laptop. Something I could use when I travel or just go down the street to the local coffee shop, so I would not have to take my primary laptop with many important files out of the house.
The Dell Mini 10 arrived yesterday morning, November 28, 2009. That evening I began to use it. I first wished to install an extra license of my current McAfee Security Center. However, this proved extremely difficult and ultimately impossible. While the Mini 10 did receive a very strong signal from my home network, it took 10 to 20 minutes to process each web page, and often the page would ?time out? resulting in a ?page could not be displayed? message. When I finally did manage to access my McAfee account, I was not able to download the McAfee files necessary to set up the Security Center. I tried repeatedly to download the software, but each attempt took anywhere from 15 to 30 minutes and then I would get an error message.
I then attempted to call your Technical Support. I waited on hold for at least 30 minutes before I was finally able to speak with a representative. It was clear that the representative truly had limited expertise to understand the issue at hand, and was working from a script. After about 30 minutes to an hour of trying to get the representative to understand the issue, and being taken on a wild goose chase of unplugging and plugging in my modem and router (when clearly that was not the issue because I had a strong signal and my other laptop worked fine) I gave up and ended the call.
I then attempted to call McAfee, but they ultimately said they could not help me unless I was able to access McAfee from my Mini 10, which I could not. Another hour wasted! At this point I had wasted at least 4 or 5 hours of trying to resolve the issue.
Also be aware that most web pages I tried to access (not just McAfee) had very painfully slow response times, taking, again, anywhere from 10 to 20 minutes to load.
I then decided that this is not right to experience this from a brand new computer. I attempted to call Dell again to get a Return authorization. The message on the phone said the Return department would not be available until 8 a.m. U.S. Central Time. So, the next morning, at 8 a.m. Central Time I called Customer Service again. I waited on hold for about 30 minutes. Then a representative told me that Returns would not open until 10 a.m. So Dell had wasted more of my valuable time because of their errors!
Here is Part 2 (cannot fit it all in one comment):
I called back again at about 11 a.m. Central Time. I waited on hold for nearly one hour before I finally was able to speak to a representative. That representative said he had to forward me to the Returns department. I waited on hold for another 30 minutes!! When I finally reached another representative he told me he, too, had to forward me to the Returns department!! Wasn?t that what the first representative was supposed to do?? So I waited another 15 minutes on hold!!
When I finally spoke to someone who would process my Return, he was reluctant to process the return! He first wanted to offer me $25 dollars to keep the Mini 10. I told him, no, if it doesn?t work properly it isn?t worth $25, much less the $413 I paid for it!
He then attempted to cajole me into Technical Support. At this point I was feeling quite angry. I told him, no, I don?t want to be hassled, I just want to return this Mini 10 and get a full refund. I?ve already spent hours wasting my time with Technical Support and you were not able to resolve the issue. I don?t want to waste anymore of my precious time, please just process my return.
He then proceeded to inform me that I would incur a $50 penalty for returning the Mini 10. At this point I was furious. Why is Dell penalizing ME $50 for sending me a computer that does not work properly and the Technical Support is so incompetent that they could not resolve the matter??? Does this make sense or seem fair??? As far as I?m concerned, this is stealing from your customer and is despicable! You?ve stolen my valuable time and now you want to steal my money while giving me nothing of value in return!! This is ludicrous!
I informed your representative that this is absolutely unacceptable and I wished to speak with his manager. But, I was only stonewalled and he would not allow me to speak to a manager! From what I could gather, the manager was probably coaching him to treat me this poorly anyway.
Eventually to end this ordeal I told him, fine, charge me the penalty, I just want this over with! He then sent me a UPS return label. However, he then informed me that after they receive the Mini 10 back, it may take up to 30 days to refund my money. Why do you get to hold my money hostage for another 30 days for Dell?s incompetency???
Due to this unsavory experience I will never again purchase a Dell computer or any Dell product. I will also warn peers about the negative experience I have had. Because of this ridiculous policy of penalizing me $50 for needing to return an inferior product, you are losing a customer that has given you hundreds and thousands of dollars of purchases. If you had treated me appropriately, I very well may have given a different Netbook another chance and you?d still have me as a devoted Dell customer. But, unfortunately that will not be the case now. How short-sighted of Dell!
I have heard Dell claims to have ?award winning customer service?. What a farce! Who declared this?? Your customer service representatives are not trained to treat customers well, but only to follow a script and avoid losing a sale at all costs. There is no room for a representative to act with common sense to foster a positive customer relationship. They are coached to stonewall the customer and make it as difficult as possible to get their money back when warranted.
Also, your technical support is sorely unskilled at assessing and providing appropriate support. The response time to speak to someone is horrible, and your phone system is circular to navigate.
Additionally, your website does not provide an actual mailing address where a person can write an official complaint (I had to find this address somewhere else!) The online forms only give back scripted responses that may or may not remotely have anything to do with the issue at hand.
It seems Dell?s true agenda is to make it as difficult as possible to provide any meaningful customer support.
Have you, as managers and executives ever called your own Customer Support for help? How would you like it if you received such sub-par help? Surely you have experienced for yourselves horrible customer relations with some company or another that left you feeling cheated and mistreated. Well, let me say, your own company leaves a lot to be desired. That you claim a ?Total Satisfaction Return Policy? is nothing short of disingenuous.
Be sure that I have shared this negative experience with several of my peers and they too are no longer interested in giving Dell business because they don?t wish to risk encountering the same bad experience.
Way to go, Dell. I am surprised your penalizing return policy isn?t getting you sued by a class action suit.
Dell Computers are one of the best products out there! I'm on my 2nd, but alas I must say it will be my last! Their Customer service is the worst I have EVER dealt with, I refuse to deal with them under any circumstances they are scripted nothing more nothing less, its black and white they are never wrong, and they can overcome anything.(NOT) It has been the most miserable experience of my life and I wil NEVER recommend anybody to buy one just because of their CUSTOMER SERVICE DEPARTMENT. I now know why I have wasted over 5 hours on hold and have still not elimated my problem. I have yet to receive an itemized bill from them (and I'm late) I have emailed, (they give me a scripted reply telling me to contact their Customer Service department Their Customer Department needs a DFS# which because I havenot received this bill (and no it is not on line either) I donnot have. I only hope someone who is thinking of jumping on their great deals will HEED this message DON"T buy Dell you will be investing in a nightmare Service Provider. RUN donot walk to your nearest Exit. Good now I know I did what I could to brighten their day as they have brighten my week!
Dell Customer Service By far has been the worst customer service experience I have had so far. Thought AT&T customer service was bad guess wrong Dell you have topped it. First of all my order was delayed by 10 days , called dell first time A guy from India picked up the call confirmed my order number when I told the issue he put me on hold for the Shipping dept waited one hour for some one to pick up. Despired dropped the call and redialed again after 30 min a lady again from India picked same routine and said please hold I am transfering you to customer service, When told her I am sure I called customer service she says there is another group who handles this, I asked which dept are you we are also Customer Service puzzled and confused, irritated I asked her I wanted to talk to the Supervisor , She blantly say even the supervisor can't help you ( Shouldn't the supervisor decide that how are you deciding for your supervisor) and puts me in hold again . This time it was for 45 mins and than she comes back on the call and in one breath says the customer service is closed please call back tomorrow and hang up before hearing me out. I CALLED THE 24X7 number how can they be closed.
This is a good example that offshoring sure doesn't work . This type of customer service can surely ruin a company. Vvery surprise to see this sort of childish customer service from a company like Dell , Hope some one from Dell is looking at these post.
Mine was a very simple issue that was just mishandled by I don't know either inexperience employee or disgruntle employees who doesn't care about their company performance..
I agree with all comments on DELL and how much of a ripoff they are. Please, please, if you are thinking of buying a computer, laptop or anything else that has a keypad DO NOT CALL DELL. They are crooks. They couldn't care less about your problems. Their TECH people are from another country and they can barely speak english, so you can well imagine what that's like when you are trying to explain something, just trust me, you want to buy from some-one else. Maybe try a MAC. We have our PC from DELL and we have a brand new MAC. If we ever were to have issues with the MAC, we can actually go to the store we bought it from and speak directly to tech people. So far our MAC has worked great..
Help Help, Dell Customer Service Sucks!!!!! I will never buy anything from dell again!!! What is the problem can anyone help us. I have a new plug that do not fit, and they keep passing me from agent to agent. Someone need to help us because it is so unfaire. Who can i complain too????
I recently ordered a Dell XPS 8100 and wanted a firewire card with it. The sales person indicated they could sell me the card but that they would not install it. Not sure why but I was not too concerned about installing the card myself. The computer is in production and it is not expected for another 2 to 3 weeks but they did send the firewire card. I would guess the card to be 4 to 6 years old!! The owners manual is dated 2004 and the manual is dirty and looks used. The card did not come in a sealed anti-static bag, just an open bag. It also did not have any padding in the package so the card was free to flop around in the box with the other items. The packaging indicates the most current OS that the hardware is compatible with is Windows XP. The packaging indicates a driver CD is included but it was not. Any drivers on the disc would be obsolete by now anyway. Instead they included a small slip of paper with a website address where drivers could be downloaded. It took numerous times to even connect to this site to get the drivers and the site was some company other than the manufacturer of the card. The packaging also indicates the card comes with ULEAD VideoStudio 6 software. They were kind enough to replace it with VideoStudio 10 but can you imagine how old this card is if it originally was shipping with version 6 of this software? I have no idea if the card is even really new or something that has been returned by a previous user. My first email to customer service about this resulted in an apology and a promise to do better in the future but no clear answer about me returning the card without penalty. I was concerned that, if I waited for the computer to come, installed the card and found it did not work , it may be too late to get a refund on the card. At this point I don't want to wait to find out if this "new" 4 to 6 year old card even works. I'm waiting to hear back about if they will take the card back without charging me any penalty. It seems like very poor judgment to send a customer some clearly very old hardware to install in a new computer. If they resolve this issue quickly and fairly, I'll be glad to submit a post indicating so but if they give me the runaround over this, I will also be able to post an update about that.
Update on the above issue. Dell promptly contacted me and included all the information I need to return the firewire card for a full refund. Some of my faith is being restored in Dell. Yeah!
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First, tech support wanted to know if we had a problem, how we could get on-line to chat with them. After telling them I had another system connected to the internet, then the real trouble started. I explained the problem, and I was asked to perform various tests for the next hour. When each came back, ?FAILED?, the support went on to another test. They even wanted me to install the OS and drivers. When I said I didn?t have the disks, they wanted to know why! Finally, I demanded they send someone out to repair my system ? replace the hard drive and install the drivers.
Two days later, I received a call from the local technician saying he had the hard drive. Since it was my day off work, I told him to come over and do his thing. He popped in a new hard drive, plugged everything in, turned on the system, installed the OS cd, and told me what sequence to install the driver cd?s, and walked out the door.
I now have a system where the boot drive is labeled ?I? not ?C?. I occasionally get the following error message when loading new software, ?Windows ? No Disk Exception Processing Message c0000013 Parameters 756bf9c 4 756bf9c 756bf9c?.
When I brought these problems up with DELL, I was told it was my fault the drive was not labeled ?C?, because I did something wrong when I installed the hard drive and OS the OS, and to correct the problem requires reinstalling the hard drive and reloading ALL the software.
This is the fifth DELL system we have purchased in the last four years for family members off to college or high school. While this is the only one with a problem, it is the LAST DELL I will ever buy and I suggest NO ONE EVER buy a DELL product!
I bought a 1200 dollar laptop in November and was told I would get a dell coupon of $100 and a gift card of the same amount. So I got the coupon dollars used it on a laptop bag and the 966 printer cartridges. Planning on buying the 966 printer when I got my gift card. Well then had not received my giftcard as promised and it was two months late. I had to talk to reps in India who never helped me. I finally got the gift card today. Then I go on line the 966 printer is no longer available. So now I am tryin to return the cartridges worth $50 and am told cannot. This is nothing that should be my fault to where I cannot return the cartridges. Its not my fault the printer is no longer available and here I sit with $50 in cartridges I cannot use. So of course I talk to someone else overseas in customer service and they tell me the same thing even the manager. She asks me to call back the next day. I told her I will continue on until I get resolution. So unhappy I even bought a laptop and gave my money to a company that cares nothing about customer satisfaction.
i purchased my computer in jordan in feb or march. i am in the states now. while in the states the screen became very dark. the tech support could not use my express service code because it was purchased overseas. so they set up a "dummy" service code. they sent a technician with a new lcd screen. but the one they sent him was for the computer that last used the dummy service code. so it didn't fit. he ordered a new one. the next week a different technician came to the house. he installed the screen. but it was still dark. he called dell, they said it needed new software, something to do with the driver and bios. he said he would not do it because he only does hardware. he gave me a number to call. i called it 1-800-232-8544 but of course i couldn't get through to anyone because i needed the service code to use the automated service to put me through to a technician who could help me. i called 1-800-285-1653 and the tech support guy took over my computer and tried to help but couldn't he then told me to call 1-800-232-8544 and of course i couldn't use that number again. so i am sitting on a fairly new $2000+ computer that i can't see. i love my computer. i miss my computer. but i can't seem to get anyone at dell to solve my problem. i have a daughter going to college in the fall i made her buy an apple because of the problems we have had will dell service. i have a son who will be going to college next year. he also will not be buying a dell if we can't get any help. my husband is an it consultant in saudi arabia, he will be upgrading to a new laptop this year as well, not a dell if service is a problem. i also have a 14 year old daughter and we bought her an hp for the same reason. dell's service is a huge problem since there are no outlets where a customer can take their computer to have it fixed. even when it is new! please help!
thanks, meg sakka
One year and a half later, the problems with the disc drive begin, such like a blue screen appearing everytime y copy something to a disc, and destroying the disc contents completely. They required me to repared by my self with very complicated operations which honestly I had no idea how to do, finaly the disc drive was broken completely, and they accepted to come, pick it up and repair it. This was the first time. It is already 2 years and a half since I bought it and they have came to pick it up and repair it 5 times in total!, asuring me each time that is was going to work well, formating the C drive already 3 times, and the most important thing, making me lose a lot of time, because I need the computer because of my job.
Even you you take care I lost a lot of data everytime they format my computer.
I also studing computer graphi design and I very need the computer, so the delay in my studies means a delay in finding a new job at the time I estimated. This last week they asured me it was going to be the last time and is not working well again, and I have to prepare many things for interviews that I have next week.
Today i m tryed to contact on 1800-425-8045/9045 since last one hr . I tried it at least 6 times. at one or the other stage it get disconnected . so ultimately i decided to switchover to e mail.
i m feeling that dell call centre service is at present is WORST in the market . It never took me less that one hour to register my complaint. V feel begging to please attend. They ultimately try to show rules & shut of finally .we reach nowhere then our ultimate solution is market common engineers.
my complaint for BBYPN1S Lattitude D820 model is waitingt for repairs since last 15 days .
my first job daily is to giv feedback e mail to dell that i m waiting.
MAY I KNOW WHAT THIS WORLD'S GREATEST BRAND 'DELL' ( they claim but call it ( dell the hell )IS DOING IN THIS REGARD.
vikram
mumbai
india
9324324200
But I now now, that Apple is better, all the way around, more expensive, But Better Customer service, and English speaking Customer Service as well.
I talked my 2 boys into buying Dell's and a friend. Guess I should apologise to them.
Now I've got an expensive Decoration in my room! $2700 machine and now I have to buy a new one.
Maybe an IMAC.
Thanks for listening. Rick
I bought a Dell XPS 1340 studio laptop to a high spec three months ago, it has not worked since I had it and I have spent three month dealing with the call centre in India, despite supposedly having next day business support. I have reinstalled everything twice, the first time it worked for a week and then stopped just as I had spent hours loading programs and documents to get it ready to take away for work. So I had to resort to yet another re-install and again just as I got it working it froze.
I am constantly travelling and have had to resort to my old laptop. The service I have received makes me feel I am operating on a parallel universe, and I was wondering if senior people at Dell know how bad Dell customer service is. I have spent hours and hours on this, and not once have I had an apology or any indication that anyone understands or cares. I feel sorry for the junior staff in the call centre, because the processes they are working to seem dysfunctional. So my complaints do not include the poor man who has tried to help. At the end of every conversation he parrots ?Thank you for choosing Dell Computers?. His mental health is probably suffering as much as mine.
Last week I thought I had reached the depths when the courier was supposed to pick up my laptop for seven days; I delayed a flight to wait in all day as they wouldn?t give me a time, and then the courier ?City Link? walked off without taking my laptop having shouted at me because I asked for a receipt. Or some proof that they had taken it. After more mad phone calls, someone came to pick it up.
And today I got it back from the same rude man who literally threw it at me??. And then I opened the box??And no .. no please no ...And they have surpassed themselves, how could any one be that awful, mind numbingly utterly awful, it is life sapping. I can?t go on. I feel weak, I feel sick, I am turning into a gibbering wreck. Just do your self a favour and buy from someone else.
If I can summon up the energy I will tell you what they did in another post
For now my mission is to warn every one I know about how awful Dell customer service is. I wouldn?t want anyone to go through what they have put me through.
If you value your mental health, If you need to rely on your computer, If you have a reasonable expectation of sane customer service ? don?t, just don?t buy a Dell laptop.
This progress in itself has taken days, hours on the phone, hours waiting for calls back (calls that were never made) and multiple deparments playing "pass the complaint" managing to not proivde me with a manager, managers name or contact details for me to make a complaint.
Their offers change so frequently and staff seem to have no interest whatsoever in rectifying or fulfilling the agreement that was made. A company that does not want my money!?!? ......
If they can't sell products to their customers then it leaves little wonder that they can't fix them or provide post sales support.
Save your time and buy elsewhere.
This couldn't be true. i tried using 3 different monitors and it wouldn't work, yet they worked on my other computer. i explained this. she was like "i see, the problem is in your monitor" i was so pissed off. i started yelling. she told me about a "cheap" 300$ monitor. how is that cheap?? my computer was 400$. all they want is money. i said no thanks. i'd like to know what;s wrong with the COMPUTER. she made me connect different monitors. i explained to her that i'd did this already numerous times. she said you have to do it again. so i told her it won't work. she said i will connect you to another represenative. having a little hope, i grew a little more patient as i explained my problem for the second time. guess what? same thing! moniter! IT'S NOT THE MONITOR! i grew impatient as i spoke to about 6 more represenatives saying the same thing. it was the last straw and i explained everything to the last representaive, who told me the problems in the memory and someone will come to replace it. so someone did. im still having problems. i get the blue screen and if im lucky it'll work again. i didnt even have it for a year. i had an intel computer for 4 years workign perfectly fine. and i have another compac for 8 years, in better condition than my inspiron.
NO MORE DELL
Thanks to cheap "dell", this may be the last time this computer boots up.
I bought a top of the line DEll laptop XPS M1330 in New York in February 2008. After 9 months of work in Africa mostly in HIV related projects, the hard drive collapses. It was checked by several IT persons who confirmed that the hard drive needed replacement.
Then the true face of Dell customer service ( my first DELL purchase!) appeared: You are bounced into India with very long waiting time on the phone to ultimately talk with crooked people. They forced me to reinstall Vista ensuring the problem would go away. It did not of course. They ( Indian based Dell customer service) promised to send a technician on two occasions and every time called back to cancel. Then asked proof of ownership and went silent!
Basically you are dealing with the worst delaying tactics. It cost me a lot of time , all my colleagues at work could not believe that the warranty could not be enforced. I then replaced the hard drive at my own cost.
The laptop worked ok until it jammed completely in June 09 but this time it seems to be vista related.
I will NEVER buy DELL again and I am so angered by major companies like DELL getting away with delinquent behavior.
I can hear the headquarters saying they are sorry that the service in India is so bad and they were not aware but behind the scene all the shameful tactics are approved by the headquarters for sure. Btw so there is no misunderstanding, India is a country I love deeply.
TT
uki_customer_complaints@dell.com
The head office in the UK told me that the people receiving this are based in the UK, so maybe.....still don't have high expectations.
Therefore, I never recommend for anyone such types of wierd customer services response.
I recently ordered and received a Dell desktop computer (Studio XPS 8000 with good stuff including a Bose sound system). I have been a satisfied Dell customer for years. This recent order has been a complete diseaster. The computer arrived without shipping label contents. There were parts missing such as an appropriate connecter between the monitor and the CPU. The computer would turn on but immediately issued a warning blinking orange-yellow light (6 beeps followed by an interval) and never actually booted up. I have been through a multitude of e-mails, unsuccessful phone calls to customer service, technical support, etc just to get someone to send me help and now, approved mailing labels to return the product and refund my money. I reached the end of my rope. I have alerted American Express to dispute the payment until the issue is resolved. After several wasted hours, I finally found someone in Central America to send me return UPS labels for returning the product and returning my money...stay tuned...George Tindall (retired neurosurgeon)
Dell Computer Corporation
C/O President of Customer Relations
1 Dell Way
Round Rock, TX 78682-0001
November 29, 2009
Subject: Negative Customer Experience
Dear Dell Computers:
I am writing to explain to you why I will never again purchase another Dell computer.
This decision comes after 15 years of owning exclusively Dell computers. I have owned at least 6 different Dell computers in this timeframe. That?s a new computer at least every 3 years. This equates to several hundreds and thousands of dollars of business you have received from me, so keep this in mind as I explain the following.
I recently purchased a Dell Mini 10 Netbook. I thought it would be a nice addition to my current Dell Laptop. Something I could use when I travel or just go down the street to the local coffee shop, so I would not have to take my primary laptop with many important files out of the house.
The Dell Mini 10 arrived yesterday morning, November 28, 2009. That evening I began to use it. I first wished to install an extra license of my current McAfee Security Center. However, this proved extremely difficult and ultimately impossible. While the Mini 10 did receive a very strong signal from my home network, it took 10 to 20 minutes to process each web page, and often the page would ?time out? resulting in a ?page could not be displayed? message. When I finally did manage to access my McAfee account, I was not able to download the McAfee files necessary to set up the Security Center. I tried repeatedly to download the software, but each attempt took anywhere from 15 to 30 minutes and then I would get an error message.
I then attempted to call your Technical Support. I waited on hold for at least 30 minutes before I was finally able to speak with a representative. It was clear that the representative truly had limited expertise to understand the issue at hand, and was working from a script. After about 30 minutes to an hour of trying to get the representative to understand the issue, and being taken on a wild goose chase of unplugging and plugging in my modem and router (when clearly that was not the issue because I had a strong signal and my other laptop worked fine) I gave up and ended the call.
I then attempted to call McAfee, but they ultimately said they could not help me unless I was able to access McAfee from my Mini 10, which I could not. Another hour wasted! At this point I had wasted at least 4 or 5 hours of trying to resolve the issue.
Also be aware that most web pages I tried to access (not just McAfee) had very painfully slow response times, taking, again, anywhere from 10 to 20 minutes to load.
I then decided that this is not right to experience this from a brand new computer. I attempted to call Dell again to get a Return authorization. The message on the phone said the Return department would not be available until 8 a.m. U.S. Central Time. So, the next morning, at 8 a.m. Central Time I called Customer Service again. I waited on hold for about 30 minutes. Then a representative told me that Returns would not open until 10 a.m. So Dell had wasted more of my valuable time because of their errors!
I called back again at about 11 a.m. Central Time. I waited on hold for nearly one hour before I finally was able to speak to a representative. That representative said he had to forward me to the Returns department. I waited on hold for another 30 minutes!! When I finally reached another representative he told me he, too, had to forward me to the Returns department!! Wasn?t that what the first representative was supposed to do?? So I waited another 15 minutes on hold!!
When I finally spoke to someone who would process my Return, he was reluctant to process the return! He first wanted to offer me $25 dollars to keep the Mini 10. I told him, no, if it doesn?t work properly it isn?t worth $25, much less the $413 I paid for it!
He then attempted to cajole me into Technical Support. At this point I was feeling quite angry. I told him, no, I don?t want to be hassled, I just want to return this Mini 10 and get a full refund. I?ve already spent hours wasting my time with Technical Support and you were not able to resolve the issue. I don?t want to waste anymore of my precious time, please just process my return.
He then proceeded to inform me that I would incur a $50 penalty for returning the Mini 10. At this point I was furious. Why is Dell penalizing ME $50 for sending me a computer that does not work properly and the Technical Support is so incompetent that they could not resolve the matter??? Does this make sense or seem fair??? As far as I?m concerned, this is stealing from your customer and is despicable! You?ve stolen my valuable time and now you want to steal my money while giving me nothing of value in return!! This is ludicrous!
I informed your representative that this is absolutely unacceptable and I wished to speak with his manager. But, I was only stonewalled and he would not allow me to speak to a manager! From what I could gather, the manager was probably coaching him to treat me this poorly anyway.
Eventually to end this ordeal I told him, fine, charge me the penalty, I just want this over with! He then sent me a UPS return label. However, he then informed me that after they receive the Mini 10 back, it may take up to 30 days to refund my money. Why do you get to hold my money hostage for another 30 days for Dell?s incompetency???
Due to this unsavory experience I will never again purchase a Dell computer or any Dell product. I will also warn peers about the negative experience I have had. Because of this ridiculous policy of penalizing me $50 for needing to return an inferior product, you are losing a customer that has given you hundreds and thousands of dollars of purchases. If you had treated me appropriately, I very well may have given a different Netbook another chance and you?d still have me as a devoted Dell customer. But, unfortunately that will not be the case now. How short-sighted of Dell!
I have heard Dell claims to have ?award winning customer service?. What a farce! Who declared this?? Your customer service representatives are not trained to treat customers well, but only to follow a script and avoid losing a sale at all costs. There is no room for a representative to act with common sense to foster a positive customer relationship. They are coached to stonewall the customer and make it as difficult as possible to get their money back when warranted.
Also, your technical support is sorely unskilled at assessing and providing appropriate support. The response time to speak to someone is horrible, and your phone system is circular to navigate.
Additionally, your website does not provide an actual mailing address where a person can write an official complaint (I had to find this address somewhere else!) The online forms only give back scripted responses that may or may not remotely have anything to do with the issue at hand.
It seems Dell?s true agenda is to make it as difficult as possible to provide any meaningful customer support.
Have you, as managers and executives ever called your own Customer Support for help? How would you like it if you received such sub-par help? Surely you have experienced for yourselves horrible customer relations with some company or another that left you feeling cheated and mistreated. Well, let me say, your own company leaves a lot to be desired. That you claim a ?Total Satisfaction Return Policy? is nothing short of disingenuous.
Be sure that I have shared this negative experience with several of my peers and they too are no longer interested in giving Dell business because they don?t wish to risk encountering the same bad experience.
Way to go, Dell. I am surprised your penalizing return policy isn?t getting you sued by a class action suit.
This is a good example that offshoring sure doesn't work . This type of customer service can surely ruin a company. Vvery surprise to see this sort of childish customer service from a company like Dell , Hope some one from Dell is looking at these post.
Mine was a very simple issue that was just mishandled by I don't know either inexperience employee or disgruntle employees who doesn't care about their company performance..