Perspective: Open letter to Michael Dell

Dear Michael,

Just before Thanksgiving, you announced that Dell is pulling back its commitment to overseas customer service. That's a good thing, because my recent experience with your once-vaunted customer service demonstrated that it has deteriorated remarkably.

Part of that deterioration must surely be the result of your company's remarkable growth, but no small part of it is due to the overseas talent that you have enlisted for this crucial function.

I think that customer service is crucial, and I take it personally that yours has deteriorated so much, because for years, I have recommended Dell computers to friends and family, and in computer magazines and computer Web sites, in large measure because of your personal commitment to high-quality, highly responsive customer service. I'm sorry to know that that commitment seems to have waned so much.

Not to bore you, Michael, but my saga began when, for probably the first time in my life, I needed customer service from Dell. I had ordered an incorrect memory upgrade component for my Dimension 8200 computer--which was no one's fault but mine--and I needed to exchange it for the right part, which would require some help from your customer service group.

Sounds simple, right? And it should have been, but making that exchange took about seven hours of telephone time--and an enormous dose of the sort of patience I'm not well known for--with your customer service people.

Just getting to the point of understanding what the issue was took several phone calls.

The first part of the problem was a registration system breakdown. It turned out that your database had no record of my computer's existence, and your people would not help me with my memory problem until that was corrected.

Just getting to the point of understanding what the issue was took several phone calls, which revealed a second problem. Your menu system, which is largely incomprehensible to begin with, is inconsistent. Dial the same number twice and you will get two different menu systems. I counted at least four different menu systems altogether. Try it. You'll be amused, I'm sure.

A third problem is that there is something called a service tag and something else called a service code, both of which are associated with each Dell computer. Neither was registered for my computer, and in any case, it was never clear which one mattered, because the answer to that question varied, depending on who I was talking with. And that led to the fourth problem, which was that no matter what department I got connected to or was transferred to, none of your people seemed able to help me figure out what to do to get my computer properly registered.

That situation was not helped by the fifth problem, which was that many of your people did not speak English very well.

Many of your people did not speak English very well.

Many were offshore at one of your call centers in India, and while English is taught in schools there, it is not anyone's first language. I should mention that I also talked with Dell customer service people in Mississippi, Florida, Mexico, and yes, even in your native land of Texas. Some of these people don't speak the brand of English I was raised with, either.

When I finally was able to get my registration problem straightened out (my log says this much of the saga took about five hours on the phone), I now had to get the parts problem straightened out, which brought on a simple human interaction problem--lack of courtesy on the part of your customer service people. A man in India hung up the phone in frustration, because he couldn't get his database to access the information necessary to issue a return merchandise authorization number for my incorrect part. A second man, again in India, was exceedingly impolite, and so I hung up on him. The young lady that finally did get me the return merchandise authorization was very nice, even as she turned down my request for an e-mail confirmation.

And so I was finally, after seven hours on the phone over the course of two days, able to return the old memory and order the correct part. Maybe I should just have bought the memory from Kensington--or shopped for it on eBay--in the first place. Then I would never have had to care that your system never registered my computer--and never found out that your customer service level had deteriorated to such a shameful level.

Michael, I can only hope that your change in policy about international outsourcing for customer service is the leading edge of restoring that service quality to the industry standard it once was. I really do care, because I'd hate to have to change what I tell people when they want to buy a new computer.

Sincerely,

John D.

Biography
John Dickinson has worked in the computer industry for more than 30 years in positions ranging from systems analyst and software engineer to editor, writer, critic and industry analyst. His most recent engagement was at Emachines, where he managed the company's Internet and software business units.

More Perspectives

Letter to Michael Dell

Michael Dell, Dell is has the most terrible customer service that I have ever had to deal with.

Not only can they NOT speak english, they are rude and nasty.

The company that I work for bought a computer and projector from dell, there were problems. I was transferred at least 9 times, hung up on 4 times and finally got to a english speaking person on my 9th try. Prior to that I was connected to a very rude mean person in I am asuming INDIA, who told me that I should have called a year ago about this problem that I had with the projector, I told her that we only purchased the projector and computer 6 months ago, she continued to argue and tell me that my year was expired, Then she hung up on me. WHAT IS THAT?????? It seems that once you purchase a Dell it is all over, forget it if you should have a problem, it is then not Dell's problem. Oh and why doesn't Michael Dell have a e-mail address listed? is he now to important to hear how badly his company is run?

Customer Service

Never in my life have I taken the time to voice my dissapointment in anyone, but I have to this time. I recently purchased a computer from Dell in March, it arrived at my address on the 6th of April to which no one was home. Fine, UPS made 2 attempts to delivered my system after that, both times no one was in, I contacted UPS and ask that they reroute the system to my son in Tampa they informed me that I would have to call Dell. This is when things gey scary, I call Dell customer service spoke to a young lady and was told no problem we can fix that and your son would have his system in 2 days, (Right!). A week goes by still no computer, I made another call to Dell customer service and was told the same thing, this time a young man(Franz?) kept me on the phone for 15 minutes correcting the problem, so he said. Apparently, this time the change was not sent to UPS (because I was told that the first CSR did not finish the process) or so Franz said. No problem Ms. every thing is fine you should have your system in 2 days. Again no system, now we are going on 7 weeks after my order went in and still I have no computer. Now, today 5/5/04 I spoke with a young lady who said she was the Sr. CSR (Erica) and was told that the information was not put in the system correctly and that I will have to wait another week before anything can be done, now tell me Michael Dell is this how your company treats it's customers. If I thought that you personally was building me a system in your spare time I probably could understand the delay but I can't fathom why you have someone who isn't trained to input imformation in the system and assist your most valuable assets (YOUR CUSTOMERS)correctly to work in customer service. I'll wait for your reply and please don't send it to Customer Service because I'll be waiting a long time.

Dell Computer - Customer Service

I read with interest your seven-hour ordeal with Dell.

We are having an on-going problem with Dell. A new computer and associated equipment was purchased and paid for nearly a year ago. We have not been able to get the equipment or a return of the money despite many phone calls, faxes, letters, etc.

Each person we speak to acknowledges the problem, says that they thought it was fixed, promises to get it fixed, and drops off the face of the earth.

It looks like the only alternative we have is to file suit or raise a public fuss.

Any suggestions or any way to reach the higher levels at Dell where action can be taken would be appreciated.

Complaining.... second nature

Hey Mr. John Dickinson,
Read you Open Letter. To inform you, the registration does take time. So if your name was not in the database of the tech you called on, has got nothing to do with the tech being a non-US. Secondly, service tag or express service code is an unique identification number given to your computer which helps the tech to pull information of your product. You should be having it on your invoice, on a sticker on the computer case as well as you can get this information from the Dell Accessories application installed in your computer. Thirdly, I see that you have problem with everyone's English. Indians do not speak proper English?? Though it may not be our first language, we do speak equally good English as an American. Well, your perception about Indian English.... However, you have difficulty in understanding English of Dell customer service people in Mississippi, Florida, Mexico, and Texas. Now, honestly, I really doubt whether you yourself know English or not or maybe you are slow in understanding things.

Speaking English

I have never had any problems understanding tech support in the USA no matter the geographic location. The folks in India are a different story. Most of the people I have talked to there I have a difficult time with their accent. We have friends that own Dell who became so frustrated with the language barrier that they paid for a local tech to fix their Dell which was still under warranty.

[puttersonsale]

obviously this guy works @ Dell

I am the son of asian immigrants and pride myself to be able to understand really super-duper-uber poor English. However the tech reps @ Dell cant understand basic English @ times and sometimes they cant understand me. There are some people who work there who speak well and are understandable however, the fact that they cant really help you dosent make anything better. It sounds like your replying to this guys comment because either you work @ Dell and are worried about keeping your job or are an Indian and are just insulted by the fact that people have difficulty understanding their English. No matter what though Dell really cant operate like this for much longer. I have built my own PC's and pride myself in knowing at least some things of how computers work. Since i bought a laptop i was sorta @ their mercy. The people there dont even know where the start button is for windows and they probably cant turn on the computer let alone help anybody.

Dell's customer service

In lieu w Nisha Poojari's email dated last August 10, 2004 regarding Mr Dickinson's open letter to Michael Dell, i totally agree w nisha's view.i believe Mr Dickinson's having a severe case of racism against fellow people like indians or whatever bad customer support that Mr Dickinson will encounter.have you ever served everybody perfectly mr d?surely you weren't able.if you really are in the industry for 30 years, then why the hell did you not have the means to look for the service tag on your system?didn't you know that there are 5 ways for you to find your service tag?it's even in the BIOS of your system.people like you expect heaven and earth when you encounter customer service.why i think you have a problem w your own comprehension mr d.that's it.

[Gardenwife]

He never said he didn't have the code

He never said he didn't have the code, he said Dell's system had no record of either of his computer's system identifier codes. Everything ground to a halt because that information was not accessible. The rest was added frustration.

Training is essential

Dear Mr. Dickinson,

I agree with you in that the quality of service provided by Dell Technician's from oversees locations has been somewhat disappointing, specifically, India.

I think the Dell should consider the following issues: first, training is essential if a technician is to properly troubleshoot a issue correctly( India, US or any other country in the world). Secondly, each technician should have some experience building a pc from the ground up( hardware and software configurations). There is no substitute for hands on experience.

In regards to technician's being rude, I don't think this is localized to just India. I have worked for a company who had support plans from Dell and twice I was irate with a technician ( in Houston, and one in Alabama) in the first issue lied to me about issue and how to resolve it. The second situation occurred when I told the technician that the bios update could do nothing for a LCD VGA physical display problem. He told me he was trained and thats how you fix the problem, and told me I had no idea, then hung up on me.
I recieved my A+ certification in 98, and Network + in 2000. I have over 7 years of PC experience troubleshooting and repairing pcs correctly( which would be difficult to prove unless you saw me working).

I am Indian and have lived in the US for 24 years so when I hear that folks are having difficulty understanding why Indians don't speak perfect English, then I could ask why there are folks in the US who have accents that even I have difficulty understanding. Blaming Indians for having an accent is like blaming folks in the south for having accents. I am sure this comment will iritate a few, how dare I compare the glorious Confederacy with a third world country like India(right?).

Ask Dell why they chose India? Oh wait so they could pay Indians less and take jobs away from the US because they would have to pay Americans more money for the same positions. That is pretty much the issue isn't it?

Indian English accents

Rahul,

I agree with you that American accents differ substantially. I have, at times, had difficulty understanding the accent of an American Customer Service Representative (CSR). However, it is quite rare that the accent was different enough to be considered a problem, and I have never had to terminate a call to an American CSR due to his/her accent.

In contrast, my experience with Indian CSRs is that well over half the time I cannot understand them to the point that it is a problem. Conversations with friends and business associates show that several of them mirror this opinion.

I have worked with several Indian contractors in the tech field. They were all great people to work with, but several of them had such thick accents that a typical conversation would be substantially lengthened in order for communication to occur.

As I'm not a linguist, I can't comment expertly on this, but for whatever reason it appears that there are basic differences in how most Americans speak English vs. how most Indians speak English. I think that Indians speak English with a different cadencee and that they stress different sounds and syllables in a way that is beyond most American accents.

I believe you are again correct to point out that many Americans are against the offshoring of jobs to India (or anywhere else). However, this is not the fault of the Indian/whoever that is working the job...blame should be placed on the US government and companies who are doing this.

[rgeria]

I agree

Mr. Razdan,

Nice comments.

I think Dell has great service but Macintosh is even better.

Please contact me for more info

[e-mail]

Dell's lack of "customer service"

I have owned a Dell computer now for business and personal use for about 7 months now, and up until about a month ago, I was extremely happy with the product. I encountered some problems at signing on with a screen prompting "primary drive 0 not found." I simply called the "technical support" number indicated in the book that came along with the computer, and became extremely frustrated at the lengthy wait time of well over 20 minutes. After waiting forever and becoming increasingly inpatient and angry, the person that answers the phone claims to be named "David," and I have to ask him continuously to slow down and repeat himself because I can't understand a thing he's saying. Then he gives me a quick fix for my pc problem, get off the phone, and yup, just as I thought, it's a problem that someone reading directions from my description alone will not be able to decipher, but rather a real "technical support" person would have to do. So once again, I call and am prompted a dozen times through lengthy menus to get through, and waiting another lifetime for a human voice. Of course, when finally getting through to someone, I get the name of "Michael," but by the sound of the voice, I can swear it's the same person I talked to during my first phone call. To make a terribly long story shorter, this went on several times until I finally asked where the person I was talking to is physically located, and when they reply, India, I almost fell off my chair. I cannot believe that Dell would have to outsource it's Tech Support, of all things, and sacrifice it's reputation of outstanding product and reliability, just to save a few bucks. Last I remembered, the company didn't seem to be going bankrupt, but rather just the opposite. I am thoroughly disgusted at this point and am so frustrated I can't even imagine of refering anyone to Dell's products just because of the lack of tech support. I honestly don't even know what to do if I were to need technical support again. I ended up requesting an American and getting through to an English speaking person who I believe works for executive support. Well, of course the Dell executives would not be expected to resolve their problems with an overseas call. So I finally get my new tower today via FedEx after complaining NUMEROUS times about my inability to work due to Dell's lack of technical support abilities, and hook it up, and of course, it's the basic model, not like the one we ordered 7 months ago with the "A drive." I have lost 4 weeks' worth of pay, and everything I had stored over 7 months on my hard drive. This should not happen to anyone and needs to be corrected so that it doesn't happen again. Overall, I am tired and completely disgusted. Will never recommend a Dell to anyone. Ever.

Lack of Any Customer Support at Dell

I concur whole-heartedly with the open letter to Michael Dell - there is no customer support. To make matters worse, there appears to be a total failure of systems at Dell relating to Customer Support. My $2800 Desktop, purhcased in June of 2003, breathed its last breath on November 5 of 2004. Having paid extra for extended Customer Support, I called Tech Support. To make a very long and tedious story short, there has been no resolution of the problem to date. I have documented numerous names, case numbers and dispatch numbers provided to me by Tech Support and Customer Service. I have waited by the phone for phonecalls that never come. I have spent hours on my hands and knees opening and closing the CPU and unplugging and replugging. So many people, so many promises, so much of my valuable time.....all for naught. I have even spoken to "Customer Resolution Specialists" - none of whom resolve anything. The bottom line: my previous positive experiences with Dell Computers are the past. Apparently, the company is doing so well that it has ceased to care about either its reputation among once-loyal customers or getting their repeat business.

english speaking

Hi I have the same problem it seems like everytime i want help with my Dell computer i get someone from inda i just dont understand them, is there a way to get someone that is from america????

Thanks Phil

A way of getting someone in America?

Well, actually if you have a XPS or another last-generation system from Dell, usually you will get technical assistance in Nashville, TN if not even in Round Rock, TX.
Customer service for business (ABU CC), is also located in the US.
Now if you have a regular home purchasing from Dell ... what you can do is try to get a badge number from any US employee in Dell CC (with a common first and last names), and ask for his supervisor's extension ...
Any employee seems to be able to look up for the rest of them...

[puttersonsale]

Dell Customer Service

I recently read John Dickinson's open letter to Michael Dell and must say that I had an even worse experience. I have purchased a laptop from Dell around 4 months ago. Since then I have spent at least 30+ hours over the phone w/ these people and its probably way more i just got sick of counting the hours. I experienced many of the same things, one they do not speak basic understandable English, some reps do not understand basic English, poor service in general, rudeness, i mean the list could keep going but, since i'm sorta tired from waiting on the phone sooooooo long i would like to keep this short. I agree with your comments whole heartedly and must say I wish I purchased an Alienware, since they actually cater to gamers such as me. If your hearing this Mr. Dell i would like to tell you i am NEVER purchasing anything from your company again! Its just that bad. Our time is important to us, but it seems that our time is not important to your company.

is that so?

you know what?im actually a technical support and i bet i knew more things in the IT industry than you do.you mentioned that you are a gamer,WOW, are you?because if you are, then why the hell are you ranting with a dell laptop???in the first place, when you buy a system, you first look at the specs, or in your case, did you? you mentioned also that you can understand super-duper-uber poor english,really now.what's that, you a racist or something?do you know what you are in our country,you are those people who are "INUTIL", "BOBO", "TANGA",so what if you won't buy anything from dell anymore,it's your choice.but do you have to go this far to tell everybody not to buy from dell, or IBM, or COMPAQ? who the hell are you for us to follow?but then again,i have more money than you and i can afford every system that i want.alienware is good, but are you good for alienware's system?you go and ask for tech support with alienware and the problem is with the user, not the system, idiot.

Dell - Very Frustrated Customer

I astonishingly disappointed at the customer service I have received from Dell.

I have spent days on the phone with Dell. Finally I was so frustrated I contacted your Executive Offices in the beginning of last week. On 12/21 I received a telephone call from Michael White - which only added to my frustration.

I realize I am just one customer and not an organizaton, but should that change how I am treated by Dell?


12/15

Ordered Inspirion 9200

Went over specs printed from my computer 1x with salesperson 1x with mgr

Received computer without 4 year extended warrantee & complete care and without 60GB 7200rmp hard drive.

(Contained 60GB hard drive & 3 year warrantee)

I spoke with a supervisor in extended services who assured me he will add 4 year warrantee and complete care. I spoke with a customer care who apologized that the wrong hard drive was sent out and assured me correct hard drive to be sent.


12/24 correct hard drive arrived (refurbished); I phoned tech support to assist with installing my 9200. The new hard drive arrived tried putting in, but unlike the first hard drive, this one contained no OS.

12/24 I called extended services who promised I would received the complete care & 4 Year warrantee

1/5 I was unsure if I would keep unit and wanted to be certain I was not being charged anything additional so I phoned Dell who said I would not, but promised to double check system and phone me back. The superverisor didn not call back so I left 2 messages that went unanswered.


I received Windows xp 1/14 I attempted to install the new hard drive, but it was not working properly. It kept throwing out lines on my screen. It was also not formatting properly for the 9200 and all looked distorted. I called and after another long wait spoke with a supervisor - After telling him the situation he apologized and said rather then send out another hard drive, he would send me a brand new system with all of the correct components pre-installed. When I spoke with his customer care rep to go over the details she asked if I would fax the packing slip from the hard drive to their Customer Care Dept. She promised to e-mail the correct fax number to me.

I did finally receive the new computer, but it contained the wrong hard drive!!


I called back Monday 1/17 as I never received an e-mail with fax # to send the packing slip to. I left several messages but never heard from The supervisor. I heard from 2 customer service reps that were unable to assist. During the second call back I asked the customer service rep to confirm that a brand new system was being sent to me. He confirmed that he was but it was not going to contain the 60 GB 72 rpm hard drive! I asked for a supervisor and was given to Samual 1771. Samual assured me that the 60 GB 72rpm hard drive was not being sent, but the regular 60 GB is being sent. I tried to explain the situation an offered to send the packing slip in from the correct hard drive. The gentlemen I spoke with was very curt and told me there was nothing he can do.

So no I am waiting for a brand new computer. As far as I understand this computer is the very same one that was incorrectly sent to me in the first place.


I ordered this computer to USE. And so Ive installed many programs. I will need to reintall all when new system arrives and would like this to be the last time I re-install (for a long time)

1/17 left message in exec.


1/21 Spoke with Michael, Exec offices of customer care  Michael promised to send out a new hard drive to replace the broken one sent on 12/24, I spoke to him about my disappointment in purchasing new system, but receiving a refurbished, broken hard drive.


I again asked about the complete care and explained that a supervisor was to phone me back following my conversation with a Rep from your warranty dept on 1/14, I asked the Rep to go ahead and put the complete care on my computer for $119, but to go please have a supervisor call me. I did not hear from anybody else in your warranty dept. Michael said I was one day too late and could no longer receive the complete care warranty, even though I requested and was promised this warranty on several occasions.



The only fix Michael offered was to return and repurchase the computer. Though he was not able to offer me the new computer at the same price. So now I would need to spend another $200 - $300 for the same unit!

On 1/21 I called warranty and spoke with someone who said it was no problem to add Complete care as she can tell from my notes that I requested it in the past. I gave her my American Express # and she confirmed that it went through.

1/24 I received a call back from someone in Dell (not sure from when) I requested a copy of my warranty and complete care warranty. I was told I would need to request that in writing.



1/24 6:00 I called the Warranty Dept and spoke with your Rep, he asked me if the supervisor ever returned my telephone call, I said he did not. He said the extended care was not fully processed but should be by Thursday, and there should not have been any question about my receiving the extended care it since there were previous notes that I requested Complete care during previous conversations. The Rep Promised to e-mail me confirmation of the extended warranty & was the only one to follow up with an e-mail.

1/26 AM I received a refurbished 60gb, 7.2 k hard drive.

I am very disappointed because I have spent days trying to solve my problem with Dell.

All I am trying to do is get the computer I originally ordered in proper working condition.

I expected a new hard drive to arrive as I ordered a new (not refurbished) system.

Same here. Suprisingly bad experience

Recently bought a laptop..don't even have the time and space here to describe the mix-ups and the like. Short story:
1. Online order rejected because not enough credit on my dell account - shouldn't it be able to tell me this at the order time??
2. Spoke to rep to have it billed to my debit card...little did I (or anyone else) know that he then reentered my order under a different "cusomter number"
3. Three hours of phone support to figure out that this is what happened
4. Also turns out that I was chared more for it then the price of my original online order - without being told.
5. etc etc etc ...I'll spare you all the details.

Problems--everywhere!

Where does one begin:

1) Computer order was messed up in two ways, right from the start.

A) came with the wrong back up power unit--the sales lady that helped me spec it out (one of the few clear english speaking individuals I have dealt with at Dell) had it right on the first set of specs. I changed a few items before ordering, and she switched back to a different back up unit on the final quote. I did not catch her error.

Fairly minor, but it took about two hours of phone calls over a # of days, dealing with 4 individuals--none of whom speak OR understand english well, , to get that resolved. I have a clear, loud voice as well as fine diction. Mild midwest accent.

This was not resolved until well after I left two messages with the originating sales lady re: the problem. (My exp. has usually been that they may be better able to help you than tech or customer support)

She never did help--still has not returned those messages a month or more later.

B: One of the very poor english speaking/understanding folks I talked to apparently recorded my billing address incorrectly. "River Vista" was recorded as "River Mystic". Shipping address used the correct River Vista address.

I actually caught this mistake on the quote--and asked the sales lady to correct that before I gave the final OK to her to place the order. She did that while I was on the phone with her--or so she said.

2) I ordered the machine usingtheir no-interest for a year financial deal. I am always leery of accepting the terms of such deals--was burned once--until I get them in writing. I was assured by the initial sales lady that they were coming w/in two days of placing the order; that I could review them and then cancel if I desired, as long as I did so w/in a very short time period (a day or two).

The papers never came.

The computer did. Being leery of this I refused the initial delivery attempt and called Dell.

Two guesses what they said--guess what, we don't have your correct billing address! So I went throught the process of telling them the correct address was before and still is the one they had as my shipping address. Once again said it would be changed, and after I explained my concerns re: acceptance of the machine before seeing the financial agreement, they said they would send out the financial paperwork within a few days.

Called their shipper back and they said they could hold the machine for that long.

A few days came and went. No paperwork.

I called Dell and again explained my dillema. They checked the addresses they had for me--surprise, surprise, the billing address was not correct--again.

This time I was told they would correct it, BUT interestingly enough--to be sure that it was corrected I needed to call their financial division and ask that it be corrected there. (Word of wisdom for future dell customers--they have sales, customer service, technical service, and financial divisions--and none of them appear capable of accessing each other's databases or making changes to them.)

Then called the financial folks. They said they will correct the address--again--then send out the paperwork which would arrive within several days--again. Oh and by the way, someone should have told me earlier that I can go ahead and accept the computer anyway--seems they have a 21 day return policy that is a no questions asked one.

A week of business days comes and goes and still no financial paperwork, so I call up the financial wing of Dell again. I do this while on the road for work, no computer handy.

This time I found out--you guessed it--they do not have the correct billing adress--still the same as the original "mystic" mistake.

I again went through the process of telling them what my correct address was--they again assured me they had changed it while I was on the phone with them.

This time they told me something else that I found curious--despite telling me that they had changed the address to the correct one--again-- they suggested that to be sure the change would go through, that I should go online and change it myself!

I did try that later but could not navigate to the location to do so--and I didn't want to raise my blood pressure by calling them up again to ask them where to look.

Well eventually the paperwork came--and then a few days later it came again....

Still waiting for the first statement/bill w/minimum payment amount to come though.

3) I ordered a printer upgrade through a reduced price incentive with additional rebate offer. Did not see the rebate paperwork come, so I called Dell up again. Customer service, this time.

Well I found out I had the rebate information all along, it came with the packing info.

Guess what else they told me? You guessed it--billing address they had for me was mystically incorrect. This after all the work to get it changed with their financial folks--like I said earlier, they do not share databases and do not talk to each other!

The only disagreement I might have with the "Open Letter" article is that I was routinly treated politely. Almost too polite at times, in fact.

Be prepared to have them address you as "Mr" or "Ms" (followed by our first name) with each new statement they make to you.

Of course, politeness does nothing to help their comprehension of what I was saying or vice versa.
A number of times I politely asked if could speak to a supervisor, as the communication barrier was that bad. Every time that supervisor was no better--one was even worse (he was even more polite, though!).

Not mentioned above is that each and every call to them is an adventure that can eat up hours. I you are comparing prices with other manufacturers I would suggest counting on a phone bill or two to b e much higher than normal.

- You rarely get right to the department you want initially--even if you dial their direct number.

- Their voicemail systems are archaic--often do not have the choice you are looking for, or you have to wade through too many choices and/or too many transfers to get there. Sometimes you will be looped right back to where you started.

The strangest thing is that you can hang up and call the same # back--and not get into the same voice mail que!

- They routinely find themselves unable to help you unless you provide them with a customer #--or an order #--or a quote #--or a service tag #.

There is no rhyme or reason to which # they ask for at first, just that they all want one--and just one-- of those #'s. They all struggle to help you if you don't have that # ready. This could be due to their lack of shared database info, or maybe they just struggle period if you can't get past one of the first questions on their menu. Most of them were eventually able to help but it seems they must search other information to do so--there clearly is no one customer database with all the pertinent info that all can share.

I could go on. Maybe will later, as I have to call them on a software concern now. Ordered an upgrade software package pre-loaded on the machine. Upon opening it I am being asked if I want the upgrade--which they will be happy to provide if I only agree to sign up and pay the $$.......!!!

I have never been witness to such a precipitous fall in quality of service in my life, for any business, anywhere. Not too many years ago I could have written a similar long response on how good Dell has been to deal with.

Latest Dell Experience

A detailed log of my latest saga:

The problem--an upgrade of software I had ordered with the machine (Music Match Plus) came pre-loaded but w/o the upgrade to the Plus version. Open opening the software, it prompts you to work through the process to order--and pay for--the upgrade. This begins with input of a software key--which I was not provided.

2-11-05, 11:20 PM
- Back late from work and decided to try to call when the lines should not be as busy.

First person (#1) reached at tech support says I have the wrong department after I explain the situation, and transfers me to software support. They cut me off before the transfer is completed.

- The next call--punched the same voicemail choices but reached the Dell main switchboard, which porvided a busy signal.

- Third call--reach a person (#2) who I can communicate with--but he tells me there is nothing he can do for me. Says I must call customer service for this software problem. They are not open at this time.

I Ask about the 24 hour a day service guarantee I thought I had purchased--he said that does not apply in this case. Explain that I don't think this is that difficult a fix and ask to be transferred to someone who can help me. Transfers me back to tech support.

- Now 11:46 pm. Reach a lady (#3) who I explain the situation to, and she asks me to hold. Comes back at 11:52 pm. Says Dell cannot help me as they don't have a software key. Says I must send an e-mail to MusicMatch and ask them for a key #. I explain that I feel they will still want me to pay for the upgrade after I input the key, and I won't--since I have already been charged for it. Ask for some other solution as that one won't work for me. I am put on hold again, at 11:53.

At 12:07 am she comes back to say the only solution she has is for me to contact musicmatch. I explain that I will send them an e-mail but highly doubt that will solve the problem as they have no way of knowing I have already been charged for the upgrade, and will want me to pay. I ask to speak to a supervisor. She says no, says her que is about to close for the evening. I ask to be sent to another one that is still open. Now 12:11 am.

- Reach a que that is open. Listen to Tom Waits music (good choice!) until a tech (person #4)comes on at 12:24 am. This individual claims it is a software company concern, or one for their Dell software folks, not him. I explain I was in contact with Dell Software support once already and they said to contact Dell Customer Service, and that I didn't believe contacting Music Match will do me any good. He claims Music match will know I purchased the plus version and are the best ones to help me.

I ask to speak to a supervisor. Puts me on hold, now 12:45 am. @ 12:56 am he--not a supervisor-- came back. He says there is nothing more he can do and won't send me to a supervisor.

I politely explain that I don't think I am getting the help I deserve and ask again to speak to a supervisor. He again refuses. I then ask for his badge #. He says he will be following up with an e-mail to me and that the badge # will be in the e-mail. I say I appreciate that, but would like to hear his badge # now for my records. He refuses this request for his badge # 3 additional times.

I finally give up for the night at 1 am, after sending an e-mail SOS to Musicmatch regarding the problem.

12-12-05
Noted that the promised e-mail (from the Dell tech who refused to transfer me to a supervisor and refused to provide his badge #) never came. (Still has not come)

Did receive an e-mail reply from Musicmatch, but it was of no help--it instructed me to just input my software key and to follow the instructions for purchasing the upgrade. I had explained to them that I had no key and had already purchased the upgrade. Reply back to them and receive another reply that again is of no help. Find it hard to blame them for a problem not of their causing.

- 3:14 pm decide to call Dell again and ask for customer care. Navigated through their voicemail choices and ended up being cut off by them before talking to anyone. 3:15 called back and am told (by person #5) that Customer Care is now closed for the day. Ask to be transferred to someone who is open and might be able to help.

- 3:16 pm I get onto a que and listen to music while waiting. by 3:27 pm no one had picked up and I needed to leave to attend to family matters so hung up.

- Try again at 3:55 pm. Get onto que which is finally answered (by person #6) at 4:27 pm. Explain the whole scenario again. This individual says he is not able to help me because I did not pay Dell extra $$ for software support. I explain I am not asking for support, I just want to get what I had ordered and am paying for in the first place. Don't get anywhere w/him so I ask to speak to a supervisor, at 4:29 pm. Put on hold. While holding I get transferred back into a regular que.

- 4:34 pm a lady (person #7) comes on. Takes all my info again and provides me with a case #, the first one I have been offered on this matter.

Unfortunately she says because I ordered the machine through their government sales program that she cannot help me. The people I need to talk to in gov. sales support are now closed for the day. Says I must call back another day when they are open.

I explain how much time I have spent trying to get this resolved and that I do not want to spend any more time on it--I am at the end of my patience.

I ask for an address to send a registered letter to Dell explaining my dillema; their inability to work w/me to resolve it; and that I will be witholding the cost of a store-bought version of the software I had ordered from them when I pay off my machine.

She says she has no such address, but I can register a complaint on the web. I explain that my experience is that web contact is not the way to go when one gets to this point--registered letters are, as they provide more protection the complainant.

Ask to speak to her supervisor. She refuses. Ask to speak to her supervisor two more times, she refuses both times. Hang up, extremely frustrated, at 4:49 pm.

2-14-05 Decide to try to reach customer support, at 12:14 pm. Person #8 picks up w/in a few minutes. Explain the situation. Am given a case # right away. Put on hold a few times while he tries to find answers. He says they can send me a CD for the software w/upgrade that I ordered so that I can install it myself. Finally !!!

Says he will send a confirming e-mail and provides me with an order #. After providing me--unsolicited--his supervisors first name, phone #, and phone extension, we disconnect at 12:28 pm.

A minute later he calls back. Now says they can't send a cd as they don't have one available. I ask if they can credit my account so that I can just go out and buy the software w/upgrade myself. He agrees to do that and provides a confirmation #. Disconnect at 12:34 pm.

Am now awaiting confirmation of the account credit. Have yet to receive it. Do hope that this is resolved once and for all.

[JoeLafives]

You are so right

I have been attempting to work with Dell's Order support for many days. Their web site attempts to steer you to check the status online which shows inacurate and incomplete information i.e. ship dates that are past etc.
I've called and been disconnected five separate times while they have attempted transfers. The computer phone system is REALLY difficult to work with to get a real person. The absolute worst customer service I have ever had to deal with.

DELL Round and Round with no resolution!

What started out as a seemingly simple problem has snowballed out of control.

I ordered a Dell Laptop and was approved for a Dell Preferred Account back in November 2004. I was delighed with the prompt delivery and performance of my laptop, however, the honeymoon ended right about there. I was advised I'd receive a 'new customer packet, my first billing and my Dell credit card shortly after delivery. Nearly eight weeks later, I had to contact Dell. I received apologies and copies of my first statements along wtih my card. So far, no problem.

I made my January payment and followed Dell's suggestion to apply for their automatic deduction to make my monthly payments. I downloaded their DPA authorization forms, enclosed a voided check and sent it out priority mail, in time to make my January payment. On February 10th, the calls started and have not stopped. The brief version: I've sent in yet another DPA form, voided check and etc, however Dell has yet to start deducting my payments. I've sent out over a dozen emails to Dell financial and I receive courteous, prompt replies, each from a different person, all of whom apologize for my inconvenience but who offer nothing more than to suggest that --guess what -- I fill out and send in their handy dandy DPA payment authorization forms, along with a voided check.

In frustration, I finally gave up on Dell and went through my hometown bank, who lists Dell as an 'authorized payee'. On February 21st, I set up my Dell autopay account and the payment cleared my bank on the 25. I received seven calls today from Dell in India. I've been told that, no, no authorization for autopay was ever received, then I've been told by a different agent that yes, I was approved. I've been told I've been assessed late fees, I've been told said fees have been waived. I've been told agents do not have agent ID numbers, I've been told they do, I've been told the sky is purple....on and on and on. I've gone through this story so many times, to so many different agents that I'm blue in the face; the kicker is that each call ends with the suggestion to use "Dell autopay".

And yes, I've spoken to many agents, who DO have difficulty with the language and who singlemindedly ask over and over, "when do you intend to pay?" I go through it all again, "I have paid, I have paid, I have paid" and I'm asked, "When do you intend to pay? What is the cause of you not pay?"

Lest anyone think I am coming at this as a novice, I'm coming at this issue as a veteran of customer service, with past experience as a five-year supervisor for the largest customer-service calling company in the Midwest. I KNOW whereof I speak and I know when someone is giving me a bogus name, operator number, or is following 'the script'. I was finally able to obtain contact information for Kevin Rollins. If I have to mail every person in his division in Round Rock TX, from the janitor to Mr. Rollins, I'm doing so.

I am absolutely disgusted. My next computer will not be a Dell purchase.

Dell's customer service has plunged

Where can I get an e-mail address or snail mail address to register a complaint concerning Dell's customer service? I too have had a horrible experience with Dell. I was foolish enough to buy a desk top and lap top at the same time last fall, then more foolishly, I bought the maximum insurances offered. Only to find out that when a hard drive crashes (keep in mind less than a year has gone by), you really don't receive another hard drive like the one you had pre-installed in the computer....you receive a blank one. Also despite buying insurances, etc., I am supposed to become a computer technician and install all these drivers and programs that their service people can't help me with. This means if you are on the road (which is why most of us have a laptop), the hard drive is worthless when replaced with nothing on it. I have spent the last 3 weeks on hold waiting to talk to the right department, and have had no less than 10 technicians telling me how to install drivers, etc. Each time, I think my laptop is now working...each time when I start to use a particular program... there's something that wasn't installed. Presently it is not recognizing OCR scanned text to edit. I spoke with 3 technicians on August 23 and I was supposedly receiving a disk. Today I received an empty box from Dell with a return slip!! Try explaining that one to India. Now they tell me only the hard drive has a warranty/covered by insurance, that I have to pay an additional $250 to speak with software!!! Also had a techinican tell me I would have to reinstall Windows XP which will again wipe out everything on my laptop. I have tried the chat line....everytime after about 10 minutes of conversation I am conveniently disconnected, then when I reconnect, I have to begin at ground 0. If upper management doesn't wake up soon, they will have no repeat business. It would have been much more cost effective to honor the insurance agreement and send a functioning replacement hard drive. I know I will never never never never buy a Dell again, matter of fact I have seriously considered taking my loss and putting this one in the garbage and stop wasting more time getting nowhere. Bill Thomas

[knelsonvsi]

Horrific Support - Dishonest Company

We been selling Dell for years and we are a Premier Reseller. Over the past year we have found Dell to have completely removed any level of support. They now knowing lie about delivery dates.

We are done with Dell - even with a Premier level of sales - Dell's motto should be Dell does not care.

[Dvanst]

Another Dell nightmare

I just got off the phone with Dell....I now have about 15 hours invested in my time trying to speak with these representatives and trying to install a "new" (it's clearly refurbished)hard drive in my computer that is not even a year old! I am also not a computer technician. All I can say is that I am in total agreement with all of the people who posted a comment. I would only be redundant in explaining my problems I have had with Dell, since they are all the same complaints everyone here has already stated. John Dickinson has already stated everything that I have to complain about. I had asked one of the customer service agents (wherever they were from, they were "not at liberty to say") if they were working for a company or a casino? Everytime they heard my frustrations, they kept offering me money off of my account or up to a $100 coupon to purchase something else at Dell!! Why on earth would I want to purchase another item from this horrible company?!!! I've already wasted about $1500. My question is how do we get some answers from a millionaire who is apparently ripping everyone off?

[jlussier]

open letter to michael dell

About a week after setting up a new pc purchased from Dell, I ran into a probem with the operating system failing on start-up. I rebooted the machine (this is what our SA's usually tell us to do at work) and had the same result. My next course of action was to find the Dell customer service number and place a call for help.

After a few minutes on the phone descibing the problems that I was having, the customer service representative told me that it sounded like the problem was with a third party game software that my twelve year old son had attempted to load. He then told me that since it was tird party software that was not part of my original purchase it was not really Dell's place to resolve this problem and that a call to the game manufatures may be my next attempt to resolve this issue.

I understood this position and was prepared to hang up and make another phone call. He stopped me and told me that he had some experiance with thist type of problem and would attempt to help me. We spent the next hour on the phone and did resolve the start-up issue with my computer. He went out of his way and helped me when it was clear that the problem was not Dell's. What great service!!!!

The one problem with this story is IT HAPPENED 5 YEARS AGO! I have no doubt that this story of a customer service rep going out of his way to help me when he wasn't obligated to do so help sell more computers for Dell every time I repeated it.

This past November, my wife and I decided to repalce our 5 year old Dell desktop with a new XPS dispite hearing some friends say that customer service at Dell had fallen off.
To those who tried to warn me I have to say YOU WERE RIGHT, I WAS WRONG.

Customer service a Dell today has turned 180 degrees from the customer service I experienced 5 years ago. Once you make though to a live representative, your chances of getting through the conversation without saying "excuse me, could you please repeat that.......I can't understand what your saying" are very slim. I am not against anyone having a fair chance to earn a living, but I have a ploblem with outsourcing customer servise to some place where the customer just can't understand the people who are supposed to be there for help.
Let's face it, by the time you pick up the telephone to call for help, you're probably already frustrated. Get put on hold after stumbling through an automated system , the frustration level rises. Getting blown off by someone you can't understand, you're ready to hang up.

My wife and I have spent countless hours on on the phone attempting to resolve a couple of issues that I consider minor and not worthy of the amount of time spent.

The first problem was the loss of the start bar at the bottom of the screen. This issue took 8 hours on a Sunday afternoon/evening to resolve. I was first put on hold ( bad music) long enough to carry my cordless phone from the den to kitchen, cook myself a steak & potatoe lunch, go back to the den, eat my lunch and drink a beerbefor anyone answered my call. I was soon told that I would have to be transfered to someone who handled software technical qusetions. On hold again(time for a bathroom break). When the software tech came on the line, I learned that there would be a fee to answer this question. I was not about to pay for this support and was cut off while being transfered to a supervisor. I later called back and told the tech who answered that if I did not recieve support, I was going to pack the pc complete with software and return it to Dell for a refund. The tech's supervisor came on the line and walked me through a 5 minute fix to my problem. I couldn't believe how much time was spent to get to this simple fix.

The other ploblem we are having is with the processing of two fifty dollar mail in rebates. We are constantly being told that the problem should be resolved to find that they have not been processed.

We are currently preparing a package to submit to the Maine Secretary of State concerning our issues with Dell. I will also ask the Secretary of States office to look into haw Dell wants to charge for technical assistance when it comes to dealing with software issues. This is software hat comes from the factory loaded on the machine. I'm told also that it is proprietary versin of xp. The State of Maine operates under "implied warrenty " laws that rquires both the retailer and maufacturer to support the product sold. So even if they want to claim the factory loaded software is not their responsibility to support, they sold it as part of the package and, in my opinion, makes Dell responsible to support the customer at no charge.

If I could talk to Michael Dell, I would ask him to buy a computer under a name other than his and call for help at at time when most of us call (evenings and weekends). It would be interesting to see how long he lasts before hanging up.

Just as I feel my original story sold computers for Dell, my new story will prevent people form buying a Dell in the future. I know that won't!

[skinnybonesjones]

Terrible customer support

In a nutshell love the computer hate the runaround. I've used your autopay service and I highly suggest that people don't use it. There seems to be so many phone numbers at Dell. Why?
How is that a multi national software company can't get a direct line to the Autopay facility. My account has been paid off for 7 months and they continue to deduct money from my checking account. Every time I call I feel like I get shipped in a crate, like a piece of insignificant cargo going to India or Pakistan. And what is it with the American first names. Like you don't want us to know where we are routed too. I get know where with your people!
Tommorrow I'm going to my bank and close my account and start up a new one. I'm at my wits end on this matter. I'll never buy a Dell again. Hello Mr. Apple!!!

D

[sarahsalt]

i owe $61.00 to dell for there mistake but its impossible to discuss with one who is understandable and without the fake last name of Smith. I hate Dell and will never buy anything else from them and will continue to tell everyone I run into how horrible they are. YOU SUCK DELL!!!!

[zetadoll]

I firmly agree. Dell has the worst custumer service. I ordered a Dell battery for my laptop over a month ago and still have not received it. Every week they send me an email telling me it has been delayed. So of course, I called Dell. They blew me off as if to say we have your money now so wait. The fact that I use my computer for my home office incorporated with the fact that I can not use my laptop all at because I think it has burned out the AC Adapter is insignificant to Dell and their representatives, who barely speak English, let it be known. I asked them if I could change the method of payment to overnight express and they told me no. I would have to cancel my order and place a new order which would delay me another month of so. This makes no sense. I didn't want to cancel the order only wanted to change the shipping method. But they would let me. I spoke with Abhi (Employee #125174) who is the Customer Service manager and after getting nowhere with him, I asked to speak to his manager. He indicated that he was it. There is no one else to speak to and I kindly informed him that that was untrue because he does not own dell. Needless to say, I am held hostage in my home office and had to borrow a laptop to conduct any type of business and Dell really doesn't care. The really sad part is that I have called several retail stores and NO ONE sells Dell batteries.

I think I will stay with Gateway, Apple or HP in the future.

[Loquacious1]

Misery loves company, so am in good company here.

Hard to believe I just purchased a Dell XPS 730 after all Dell has put me through with my Dimension 8200 over the course of 7 years! Got to love their using expensive RAMBUS proprietary memory, then under supplying systems with it to gouge yet more money from us. One born every second. Sadly nothing has changed with this company as they bungle along, one hand not knowing what the other is doing. Right now I sit looking at the blank Ultrasharp 27" monitor they've sent weeks ago, and the Saitek Eclipse keyboard which still have no CPU to run them. After requesting an XP downgrade DVD for having bought Vista Ultimate they now tell me their components do not play nicely with XP anymore. Of course this was not mentioned at time of purchase although I clearly indicated potential need to downgrade while inquiring about the Microsoft downgrade disk. Add to this their supposed homeland security questions which wreaked of marketing, and I'm thinking my head should have been examined.

I hate to run Dell down, but they've certainly earned it. If an Apple Pro system had been more affordable I'd have jumped ship this time around, but when the next new kid rolls into town - to my thinking they are history. To the anti iFanboys and gals out there, don't knock this notion being as I'm also a graphics artist on my days off as a brainwashed consumer and need a system that handles these tasks more than the need to game. ;^D Group hugs to all with sincere empathy!

[dcburr]

I just addressed a detailed account of how Dell and its service provides Qualizserv and Banctec just treated me terribly and tried oh so hard NOT to provide next day service to

James Howicz
Dell Legal Director
[e-mail]
512-728-4948
Lewis Rose
Dell Outside Counsel
[e-mail]
202-342-8821

I ended the account of my 2.5 wasted hours with the following:


I already have a claim form from the State of California Office of the Attorney General as a result of the agreement that Dell entered into with 33 States; from a prior claim stemming from this same negligent care.
I am positive that had we not contacted Dell and its service provider and insisted that we receive some level of customer care, that we never would have received the service call today, nor would we even had received the courtesy of a simple phone call.
I spent 2 and ½ hours of time that I can ill-afford today on something that should just happen. Something that we were promised, something that we paid for, and something that Dell as put in writing that it will not screw-up any more.
I am thinking that Dells ?Assurance? is not worth the paper that it is written on, and I am struggling with why I should not contact our Dell Premier Representative to tell him that we will not longer be doing business with Dell. I have already shared this experience with the Attorney General?s Office.
Please feel free to share this with anyone at Dell you feel will actually care about this, though based on what I have read on the Internet and my own personal experience, I not sure anyone actually will.


Bottom line: if they don't stop this crap and start treating customers like um... hmmm customers and not "Marks" the recession will be the least of their worries.

Michael Dell: dispite what P.T. Barnum may or may not have said, we your once loyal customer are not suckers.

[Laurie_Wiegler]

I have been through Hades and back with my new Dell Studio laptop. I insisted that the giver of this product give me a Dell. I had heard good things and made what I thought was a good decision, switching from a Sony Vaio after 3-1/2 years.

This has been the biggest nightmare of my life technically speaking. First, the hard drive failed after 1-1/2 weeks. Your "customer service" is so far away it's impossible to understand the good-intentioned people who are there to help. Unfortunately, even as I struggle to understand them, inevitably my calls get bounced around to someone else.

A technician was sent out to replace the hard drive, which he did very well (he was nice, calmed me down, etc., but he is a contractor not a Dell employee). Soon thereafter, the CAPS key busted. I lost it and called Cust Service, again enraged because of the communication problems, and inability to call anyone back. They agreed to send me a new computer.

Meanwhile, the START UP feature ceased to work. I was unable to log on. Someone came over and helped me -- NO CREDIT TO DELL.

Sadly yesterday, my new computer incurred an accident in transit -- the one part of this mess that is not Dell's fault. So today I am still waiting for a new computer and it could be weeks.

The supervisor who is dealing with me always insists I be available at a specific time and date (she does ask me what is convenient), REFUSING TO PROVIDE ME WITH A CALL-BACK NUMBER!

Today I brought the laptop to the New Haven public library after trying my luck using wireless at the local cafe (where I NEVER had problems picking up a signal with my Vaio). NO SIGNAL. The librarian tried to help me and to no avail. It's just a SCFRGH@CVed up computer.

Thank you, Dell, for making my life miserable, for stealing my time and for charging the giver of this product a hefty fee for all this misery.

When the replacement computer comes, I suggest you do the following:

Instruct your customer service people to use call back nos
Go off script
Tell them to empathize with people's suffering rather than simply blabbing: "Sorry for any inconvenience this may have caused."

Meanwhile, Michael Dell, I am sending you a letter billing you at my normal rate as a writer for every lost hour I've wasted on this mess.

Laurie Wiegler
West Haven, CT