Dell have the worst customer service I have ever experienced. They have just hung up on me three times for a routine enquiry and have an abrupt and rude manner. I asked for details of how to make a complaint and they told me there was not procedure and hung up again. I have had a Dell laptop for 2 years and have been very satisfied with it but I shall certainly not be buying another with this attitude. I don't know where the call centre is based but the staff certainly needs some customer service training.
Well, I hope to have faith on Dell again. So far I am so frustrated with the customer service that we are receiving from this call center.
First of all I am wondering the kind of training this ?service representatives? have received because it really sucks. Not only they are rude but they lie just to get us off the phone and it look like there is no one behind their backs or supervising their calls to see how they help Dell?s customers. Something that I am sure would never happen if the calls were taken here in the United States or countries like UK and Canada were they really care to provide a very satisfactory customer service.
My Dell XPS 430 computer went bad for it second time on Feb 6, 2010 (the first time was just a couple months after I bought it and it was fixed at the store where I got it from). As of today March 14, 2010 I am still waiting for a system exchange, since it was still under Dell?s warranty, but have not been lucky. Every day I expend hours trying to find out what is going on with my order and I cannot believe what this people are capable of. One person told me that the system was ready and asked me to wait a couple hours until ?the shipment tracking number will be available?. I waited not only a couple hours but a whole day and nothing happened. There was no tracking number showing up on my order.
I called on more time and told the next representative what the previous one had told me and he said that his system was not working, that he was going to contact the people that was assembling my computer and find out about that tracking number and hand up. That was the last time I heard from this person, whom sworn up and down that he was going to call me back.
The Next day I called again! That time I was told that the system was not ready. That it was still under production and that I need to give them more time.
So here I am trying to work my frustrations writing these comments and hoping that someone at an upper level on Dell?s corporation will read them and do something about this useless, rude, discourteous, among other ?qualities? so called ?CUSTOMER CARE REPRESENTATIVES?.
Let me first say that I have been using Dell products for at least 8 yrs. both personally and for my business. So I have seen there growth and expansion of products. I will say that for the most part I have had no real issues with Dell or there customer service up until the past couple of years, which I might add has gotten progressively worse. Lets start with the most obvious reasons first. There customer service centers are in India problem #1. The accents are hard to deal with, they dont understand you half the time, and you definately have a hard time understanding them. Not to mention having to be bounced around two or three times just to track an order, or verify purchases. Look I understand the business aspect of hiring 3 to 4 people from India for what it cost to hire a single american to do the same exact job. Sure looks good on your bottom line Michael Dell but what have YOU done to your country, and your company? You have for the most part a people who lack basic common sence tools to perfom customer service rolls. You do realize that common sence is a part of customer service! and if you are still scratching your head trying to figure out why your customer service and tech support satisfaction numbers are going down and will continue to do so and excellerate as time passes. Maybe you should purchase a PC, have something go wrong with the order and test out your beloved overseas money saving operation and let me know what YOU think.
OK my honest take on Dell. I've had 10 PC's and 4 Laptops since 2002 all used for business, bar one.
In my experience the Business Sales Department is far more professional than the Retail Sales. I've just ordered a laptop for my pops on finance and it literally took 5 phone calls to get it sorted due to the lack of info and communication from their retail side. As my dad wanted the 12 months interest free finance deal it had to go through retail sales. Its the first time I've dealt with them and I can say they were pretty poor.
However my biggest gripe is the fact they use Indian call centres. I just do not like dealing with Indians and I don't mind saying it. Paypal use call centres in the Philippines and these people for me are friendlier, more professional and have much better English/communication. That would be my input, move your call centres to the Philippines please Dell.
I agree>> what has happened to Dell support? They used to be the best company around. I ordered a big screen plasma Tv and it was late getting to me. Then it was damaged in shipping when I opened it. I called Dell> referred to Samsung. Went through a lot to get them to understand what happened. They approved replacement. Have never rec. it altho it supposedly shipped a long time ago. I sent email to Dell explaining this. They supposedly took case from Samsung and sent a new TV to me. Was told it was shipped quite some time back. Then UPS shows up at my door and asked me if I had a package for them. I did not rec. a return label or anything. Only calls from different shippers saying it had been picked up and was in transit to me somewhere. Still have not rec. the replacement TV and it's now been a month. Dell>>>>>>>>> please get your customer service back in order as it used to be.
It looks you guys had the same experience with Dell like I did yesterday..The soundcard blew and I called tech support with the hopes of getting it resolved and I was on the phone with them for 5 hours. Dell tech supports sucks big time and the worst part they have lied through their teeth. They promised that they will resolve it but never delivered. Continue this Micheal Dell and you will lose customers faster than a blink of an eye. Good customer service????? YEAH RIGHT!!! The worst part I get India and I have been put on hold so many times and got hung up 3 times. I regret the fact that I bought a Dell computer and the next time I will never ever buy a Dell again. Their product sucks and customer service sucks too.
I received a dell Swift tablet for Christmas. I have spend hours and days on hold waiting for technical support. This tablet can't be used without fixing the problem. 155 page user manual is absolutely worthless to a beginner.
How can we, the customers, get Dell to get their act together? Or do we just send back their hardware and boycott them?
I never did get a tech support on the phone. Still in limbo and worthless since Christmas-4 days!
Buyer Beware when it comes to Dell. It you have an issue with the product.... Good Luck... Dell owes me about 48 hours of my life that I will never get back over two laptops BOTH with Hardware issues. All I got was a runaround and constant transfers from tech group to Supervisors. (all in India) 1 was sent back twice for repair and it still doesn't have a web cam working. I give up Dell. You Win I paid top dollar for these and they are both load with almost every option you offered. NEVER will Dell get my business again. Pure frustration! I even had to go after them through the Better Business bureau on the second one to get their attention. That did work but Dell will never get another penny of my money! Apple here I come!
Be careful you keep any documentation on any extended warranty you purchase from Dell. I am in the middle of trying to get a monitor replaced a monitor. Started on Saturday 4-14, everything was fine on then, got a call back on Sunday everything was still fine, Dell just needed to determine which monitor would be sent. No call on Monday or Tuesday. Called Dell on Tuesday night. everything changed, my monitor was now out of warranty even though I purchased a 5yr Advanced Change Warranty that does not expire until 2014. Now they claim I only had the 3 year warranty and that I did not purchase the extended warranty for 5 years that cost me $59.00. SO Tuesday night spend over 1 hour on phone with no resolution, promise call back at 9am on Wednesday. No call on Wednesday, I called back and started all over again. Once again told oh no no 5yr warranty, after an hour on the phone, they finally found the records. Why were the order records in the same place. I mean, I purchased both the monitor and the 5yr warrant on the same order and it shows up on the receipt. SO now we got that settled, yes they owe me a new monitor. Now I figure since they have hassled this all the way through that they should send this overnight. Oh no we are sorry for your inconvenience but even though we blew this customer support thing, we can not expedite so I get the monitor this week. Now we have been without the computer for 5 days and this is the computer my wife uses to work on. SO we go round and round and finally they will expedite it What does that mean, I might get it by Friday, more likely Monday, maybe Tuesday, instead of the normal 10 or so days. What lousy customer service. I like most Dell products, but once again I am shown why I always think 3 times before I purchase something from Dell. If it works and you have no product problems, Dell is wonderful. but if you have a problem with a product under warranty, you will need all the patience and help you can get. They have never had the correct purchase information all in the same place, always deny that I purchased a "extended" warranty and even when they figure everything out and admit you are right and indeed what you have been saying all along was correct never go the extra step to make sure you are a satisfied customer. In this case all I wanted was them to ship the monitor and guarantee delivery by Friday. This should not be hard to do.
Once again a very disatisfied customer who feels treated very badly, spend hours on the phone, made to feel as if I was fabricating the warranty information. I probably will purchase Dell again, but if I can get it from HP, I will as HP has never questioned my warranty information, always has all the information in one place and has always shipped the replacement overnight at HP's expense.
Dell Tech Support is extremly easy these days. Today, everyone from a home user to MNC companies rely on computers for personal and business needs. CyberTeg offers Dell Tech Support servcies to both home user and IT Companies. Buy a Dell Tech Support plan from this link or call Toll Free No - 1-805-419-9009 and get direct assistance from One of Our CyberTeg Certified Technician. You can choose to take assistance on phone or request to start a remote session. Sit back and relax while Microsoft Certified Technician fixes your PC remotely.
Absolute shocker when it comes to support and solving simple problems with Dell. Being a large organisation who at the minimums spends $200k annually on hardware deals with Dell, one would expect to be assigned a dedicated account manager for our company account. Well we got a an account manager assigned however he turn ed out to be an absolute prick when dealt with. We purchased software license via Dell, they did invoiced us full value however supplied a substandard version of license (not what we purchase). We tried to getting in touch with Dell a number of times except the account manager is MIA, and his manager does not know how to hit reply on an email to give us an Eta or something. This issues has been open for almost 4 months.
We are know re-evaluating our position with Dell and may move to other vendors.
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First of all I am wondering the kind of training this ?service representatives? have received because it really sucks. Not only they are rude but they lie just to get us off the phone and it look like there is no one behind their backs or supervising their calls to see how they help Dell?s customers. Something that I am sure would never happen if the calls were taken here in the United States or countries like UK and Canada were they really care to provide a very satisfactory customer service.
My Dell XPS 430 computer went bad for it second time on Feb 6, 2010 (the first time was just a couple months after I bought it and it was fixed at the store where I got it from). As of today March 14, 2010 I am still waiting for a system exchange, since it was still under Dell?s warranty, but have not been lucky. Every day I expend hours trying to find out what is going on with my order and I cannot believe what this people are capable of. One person told me that the system was ready and asked me to wait a couple hours until ?the shipment tracking number will be available?. I waited not only a couple hours but a whole day and nothing happened. There was no tracking number showing up on my order.
I called on more time and told the next representative what the previous one had told me and he said that his system was not working, that he was going to contact the people that was assembling my computer and find out about that tracking number and hand up. That was the last time I heard from this person, whom sworn up and down that he was going to call me back.
The Next day I called again! That time I was told that the system was not ready. That it was still under production and that I need to give them more time.
So here I am trying to work my frustrations writing these comments and hoping that someone at an upper level on Dell?s corporation will read them and do something about this useless, rude, discourteous, among other ?qualities? so called ?CUSTOMER CARE REPRESENTATIVES?.
In my experience the Business Sales Department is far more professional than the Retail Sales. I've just ordered a laptop for my pops on finance and it literally took 5 phone calls to get it sorted due to the lack of info and communication from their retail side. As my dad wanted the 12 months interest free finance deal it had to go through retail sales. Its the first time I've dealt with them and I can say they were pretty poor.
However my biggest gripe is the fact they use Indian call centres. I just do not like dealing with Indians and I don't mind saying it. Paypal use call centres in the Philippines and these people for me are friendlier, more professional and have much better English/communication. That would be my input, move your call centres to the Philippines please Dell.
Dell>>>>>>>>> please get your customer service back in order as it used to be.
How can we, the customers, get Dell to get their act together? Or do we just send back their hardware and boycott them?
I never did get a tech support on the phone. Still in limbo and worthless since Christmas-4 days!
It you have an issue with the product.... Good Luck...
Dell owes me about 48 hours of my life that I will never get back over two laptops BOTH with Hardware issues. All I got was a runaround and constant transfers from tech group to Supervisors. (all in India) 1 was sent back twice for repair and it still doesn't have a web cam working. I give up Dell. You Win
I paid top dollar for these and they are both load with almost every option you offered. NEVER will Dell get my business again. Pure frustration!
I even had to go after them through the Better Business bureau on the second one to get their attention. That did work but Dell will never get another penny of my money! Apple here I come!
Once again a very disatisfied customer who feels treated very badly, spend hours on the phone, made to feel as if I was fabricating the warranty information. I probably will purchase Dell again, but if I can get it from HP, I will as HP has never questioned my warranty information, always has all the information in one place and has always shipped the replacement overnight at HP's expense.
Dell Tech Support is extremly easy these days. Today, everyone from a home user to MNC companies rely on computers for personal and business needs. CyberTeg offers Dell Tech Support servcies to both home user and IT Companies. Buy a Dell Tech Support plan from this link or call Toll Free No - 1-805-419-9009 and get direct assistance from One of Our CyberTeg Certified Technician. You can choose to take assistance on phone or request to start a remote session. Sit back and relax while Microsoft Certified Technician fixes your PC remotely.
We are know re-evaluating our position with Dell and may move to other vendors.