Comments on: Growing pains hit Dell's customer service

The company continues to win market share and turn out record quarterly profits, but two recent surveys show that it's slipped when it comes to a more subjective measurement: customer service.

[vikramsachdev]

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

[morenito222]

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.

[michelle9898]

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.

[netrick]

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

[oldtomtomato]

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.

[SimSim7]

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.

Save your time and buy elsewhere.

[sandy_mohsen]

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.

[Karimojong]

DELL simply one of the most dishonest company!

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

[pooschi]

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
[e-mail]
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.

[pooschi]

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.

[nn09]

Dell's customers service is outragoues. As a regular Dell laptop and desktop user, now I feel so bad to hear their response and customers service.

Therefore, I never recommend for anyone such types of wierd customer services response.

[ows98117]

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!!!!!

[george_tindall]

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)