Dell complaints

[jerrywarriner]

Three months after I bough a Dell Inspiron, my wireless 5.1 rear speakers stopped working. I had to call tech support seven times and had to pester three tech supervisors before I finally got a replacement speaker system. All told, I spent more than five hours on the phone performing one fruitless task after another

But what really irked me is that the tech people could barely speak and understand English. They all had thick Indian accents. I had to ask them to repeat nearly every comment they made.

Worse yet, the advice they gave me was contradictory. Each one insisted that I go through the same routine of unplugging, plugging, testing and reconfiguring that I had gone through before. Even when I told them that I had already perfomed all the steps, they insisted I repeat each one.

Three of the techs gave me instructions that were so absurd I just played along with them. One tech told me to reinstall my Vista OS. Another instructed me to test the speakers by installing them on a PC that didn't have the proper inputs and outputs. A third tech told me to uninstall my Bluetooth drivers, which would have meant losing all my Bluetooth functionality.

That tech told me that the Bluetooth software was at fault (the speakers are NOT Bluetooth compatible and have nothing to do with Bluetooth).

It was apparent that the only way I'd get Dell to replace the speakers was to make a nuisance of myself. So I just kept calling. Finally, a supervisor ordered a new set of speakers, which have been working well now for more than a year.

Has anyone else had problems like these?

[dennisl59]

It's clear that Dell's deliberate, perverted and cynical strategy is to make service from their India support so terrible, horrible and a waste of time that'll make people want to upgrade to "pro" support so users can speak to someone that understands English and has an IQ above Moron or Idiot. But the Poor Fools that work as Slave Labor for Dell in India and Communist China have no choice. Either make the numbers/quota and feed your family or else starve to death. "Welcome to Hell, could you please wait 2-3 minutes while I research your issue?"

[XWiseOneX]

From their Internet technical support to their phones, Dell is one of the worst computer companies I had ever seen. They give one of the most important jobs for the consumers to rely on just to be completely discouraged and disgusted in the end.

Just today, I received a call from a Indian guy in DELL asking me if I needed any help on my case fan. That same guy is probably the dude who told me my computer needed a 120 mm case fan when it was clearly a 80/92 mm. How shameful..They just call my cellphone to rub my face in it.

If anyone wants to know the number, its 800-289-3355. I heard there are rare occasions when an American finally picks up the phone. Its just sad Dhell had to go this way. Their latest commerical with the annoying song and people coming out of a house with a new Dhell laptop on TV makes me wanna barf.

[Tailmon]

king4u
You know that using caps is yelling in net speak? Somehow your little kiddy rant makes me want to smack you up side the head with a 2X4!

Most of the posters here are here because of what Dhell did to them. Lots of the posters here are former Dhell employees and have a rather uniuqe insite into Dhell and what they do to customers. I'm here to help and also warn others the pitfalls and false promices that Mikey and Dhell does.
_________________
Former employee of Dell and can say that they
definitely Suck!

[UrAveDellTech]

hey hey hey!.. don't hate us techs for not giving out the replacements that you need. specially to those f*cking technicians for optiplex and latitude systems. instead of yelling at us and ranting about sh!t.. why don't you just cooperate and do the steps that we wanted you to do.. it's not that we are wasting your time.. think about the rules that we are binded to.. i am a current dell tech and is willing to help. it's just that we have policies that we need to do before handing out resolution..


Do you think using a known good hard drive for a video issue will automatically identify that motherboard has an issue?.. what the hell man!.. dell sucks and everybody knows that.. but is it really dell?.. ur GPU comes from Nvidia or ATI.. does dell sucks?.. You're hard drive failed. Isn't that from seagate, maxtor or fujitsu?.. Just because you see a dell sticker on it you're hating us already?.. fcuk man!.. think before you react. we are humans as well..

Indian tech sucks!.. US and Pino Techs rocks!..

[incident_man]

UrAveDellTech:

The people who have complaints with DHell have legitimate gripes here. True, it all may not be the tech's fault, but there are plenty of problems with DHell tech support agents. I used to work as a tech in a returns queue that was specifically created to solve the problems that DHell frontline techs wouldn't solve. Sorry, but transferring a customer to software support over a hardware problem so that the tech doesn't take a dinger on his dispatch metrics is not my idea of tech support. You may not do that yourself, but plenty of your comrades do. Using "reinstall Windows" as a catch-all is not tech support either. Again, not pointing fingers at individuals here, just observation. Using DSN to troubleshoot issues isn't tech support either; DSN won't help you troubleshoot your way out of a paper bag, as far as I'm concerned. I never used DSN; if I ran up against a wall, I used Google--worked a hell of a lot better than DSN ever would. That's part of the reason why customers get so pissed at support is because of the piss-poor tool DSN is, and while I'm at it....why not read the previous tech's case notes? Then maybe you won't have to ask the same questions over again or perform the same troubleshooting steps again to really piss-off the customer. Finally, there's also the issue of your comrades entering the wrong code into DellServ when a system needs exchanged and the system is sent to another customer w/o any repairs done. The code you need is "CR32"; erase the default code in DellServ if you are processing an exchange and use CR32 if you want any hope of the fubar system getting fixed before it's sent out as a replacement to some other poor soul....and yet another pissed customer calling in. I got real tired of reading all the cases where the same system was dispatched w/o repair to yet another customer because the agent handling the exchange each time couldn't be bothered to enter CR32.

When it comes to the parts being the same parts as other companies use, well....It has been mentioned here before that DHell's hardware diags will pass failing parts and these parts are used again for warranty repairs, so...........it IS the parts.
_________________
Oceania has always been at war with Eastasia.

[Rocke_T_Sinetist]

Everything IM says happens. In spades. I've read the logs, and received the bum systems that were returned by 3 successive customers for the same problem, as far back as 2004.

From the ultimate in technical integrity in 1999 when I went to work there, until now 10 years later, Dell has devolved to shipping 'whatever' and stonewalling the complaints which arise as a result. It's no accident or coincidence either, it's a deliberate set of directives from senior management.
_________________
Rocke T Sinetist
as in, 'it doesn't take a...'