Dell complaints

[s4m73]

Friday January 30, 2009 at approximately 10:00pm I called Service Centre to get help with problem of my new Dell CPU freezing when using internet, and when playing DVDs, also the problems with the Dell Dock restarting and Gadgets not working properly/restarting. Nanoj Rep# 179614 answered the phone, he was impatient and difficult to understand due to a heavy and thick accent. Blamed problems on me, the user, saying that a computer is only a machine that does what the user tells it to do (my problem is that the computer is NOT doing what I tell it to do). This man told me to run a diagnostic test by pressing the function key on startup, then was put on hold while I waited for the test to run, the test ran for at least 10 minutes and the status bar ran forward and BACKWARD, with “0 percent complete” displayed in the upper right hand corner of the screen.
Nanoj Rep# 179614 instructed me to turn the computer off and told me to call back the next day when someone would help me “restore the cpu to factory defaults”. I formed the opinion that the laptop is defective, as I have received it from the factory and the problems I have experienced are likely to reoccur if I “restore the cpu to factory defaults”. I told Nanoj Rep# 179614 I wanted a Credit Return Authorisation Number, and that I do not want stall tactics applied so I cannot return the laptop within the 30 days from receipt at my end as per Dell policy. I was asked to read this policy several times, I told Nanoj Rep# 179614 it was not my job to instruct him in Dell company policy and asked to speak with a manager.
I was put on hold a total of 4 times by Nanoj Rep# 179614, he asked me my name several times and I was made to feel he did not want to help me resolve my problem, he just wanted me to go away.

The manger I spoke with was Priya Rep# 187549. She disputed my claim, that Dell policy said I may return a defective within 30 days of delivery, and we argued about this point until she said only a customer service agent could give me a Credit Return Authorisation Number. I pointed out that the Customer Service Department is closed until Monday the 2nd and this would push me past the 30 days I have to return the product. Priya Rep# 187549 told me she would document this call and a customer service agent would help me on Monday. Priya Rep# 187549 put me on hold 2 times during the course of our conversation. I later received an email from Priya Rep# 187549, asking that I email for future correspondence, or give a time when I could be called.
The hour long phone call left me frustrated that my problem was not resolved and that I had to fight for the my rights set out by the commitments in Dell policy.
I paid over two thousand dollars in the past month for Dell products, and I expect that they will work properly. I also expect that if they do not, Dell will fulfill its commitments as described in Dell’s policy.

February 2nd 2009 09:24am I was placed on hold 3 times when asking for Credit Authorisation Number(to return package) 2min 30sec, 3min 30sec, 4min, then talked to a supervisor who said they will send me an email to my email address for packing instructions. Said it would take 7 days to get package, then full refund offered.
The package sat at the pickup address(the same address the computer was deivered) for over 2 weeks before I got frustrated and arranged for pickup myself. My refund was not credited to my credit card until March 6th, 2009, leaving me out of pocket $2017.12 and without a computer.
I had always heard of the great service Dell offered, by now it seems they are trying to save money by hiring call centres with employees who have difficulty speaking english. I wasted lots of my valuable time and I will NEVER purchace a Dell product again!

[dennisl59]

Your issues are a "Textbook" example of why Dell is losing Market Share and Customers. It's clear that "upper management", whoever they are, have directed, by company policy(verbal and written), to delay by any means necessary, any help to any customer for as long as possible.

[Tailmon]

I'm actually suprised that they didnt hang up on you several times. Typical Dhell. And they wonder why they are on the bottom of the customer satasfaction surveys and the company rep and image is in the toilet with the shyt.
_________________
Former employee of Dell and can say that they
definitely Suck!

[Rocke_T_Sinetist]