It's Official! Dell customer services sucks!
I've been transfered five times now and I've gone in a loop and then some. Each time I've explained my situation, every single detail, every order number, I've been transfered to someone else who also doesn't know what to do. Customer care rep #3 was adamant that my system didn't have the drives that I said it had! I knew EXACTLY why, it's because the drives were not in their system under "Daypop" for whatever reason. This inconsistency had come up before. I explained this to him. I gave him the order number for the drives. I explained that I did in fact have the drives and that I ordered them from Dell and that they were in my server. I asked for a supervisor. Nicely. He said "No one higher than me can help you with your problem." I asked no less than ten times that I'd like to talk to a supervisor and gave reasons why a supervisor might be able to help. I didn't yell or get mad. Eventually he shot me over to Customer Care (isn't that where I started? Is this a game of shift the responsibility?) who took all the same info from me, assured me she would stay on the line while I talked with another rep. Of course, she didn't stay on the line, so this new rep had to take all my information again. Now, she's actually trying to track down what I need. I think. But this is still extremely frustrating considering I've been on the phone for hours!
I pay a premium to Dell so I can get what I want no-hassle. If I was bargain hunting, I'd go to ibuyer.net and get my drives and save myself a couple hundred dollars.
It looks like I might as well do my shopping elsewhere from now on if Dell is more a pain in the ass than ordering from an online retailer.
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Another Experience of Crap
Below is a copy of the email I sent to every Dell executive and to the VP of Customer Service and to Todd Penner, the Director of Dell's U.S. tech support division:
I am writing to you because I have received absolutely no positive assistance from Dell Customer Service or Dell Technical Support. On December 19, 2003, I purchased a Dell Dimension 8300 for $2,259.00 as my personal home computer (Customer Number 38034759; Order Number 580722669; Express Service Code D35T141). Included with this purchase was Type 3 - Third Party At Home Service, 24x7 Technical Support, Initial Year; Type 3 Contract - Next Business Day Parts and Labor On-Site Response; 3 Year Extended; 4 Year Limited Warranty.
For reasons unknown to me, my computer has essentially crashed and is, at this time, entirely inoperable. Without warning, the system simply stopped working. I receive an error message that states the computer cannot operate because the following file is missing or corrupted: \WINDOWS\SYSTEM32\CONFIG\SYSTEM
Therefore, pursuant to my Service Agreement (referenced above), I first contacted Dell Technical Support at 8:00 p.m., on April 20, 2004, and have, at present, spent a total of 7 hours, 30 minutes speaking on the telephone with unhelpful Dell representatives. From the outset, Dell Technical Support displayed an unbelievable lack of competence and assistance. Overall, I described the problem to 35 (yes, 35, I counted) different Dell representatives. The first person with whom I spoke tried the hardest to help. However, after 103 minutes, when his assistance failed, I was disconnected as he attempted to transfer me to another department. From that point forward, I have been disconnected, hung-up on, transferred countless times to various departments and received absolutely no helpful information. I have been repeatedly transferred to and from Technical Support, Customer Service, Windows XP Media Center specialists, expert Technical Support and various other departments, including to a purported expert in TV tuners, each of which was equally unhelpful and without sufficient knowledge to either (1) help or (2) transfer me to some department who could actually help. In fact, while writing this communication, I have been on hold for 56 minutes. The current Dell representative with whom I am dealing has refused to dispatch a service representative despite my numerous requests. This has proven to be typical.
Some examples of the expert Dell help I received are as follows: One Dell representative suggested I go down the street to borrow a monitor from a neighbor because he believed the monitor was the problem. Another Dell representative suggested that I connect my old Dell tower (a 7 year old system) to see if the tower was the problem. Another Dell representative kindly offered to send me several CD-ROMs so that I could uninstall Windows XP Media Center Edition and then reinstall this and all other components on my computer, which of course would cause me to lose all information saved on my computer. Yet another Dell representative told me to take the system to a local repair shop. When I asked which one, she told me I could find one in the Yellow Pages. Another Dell representative took me through 103 minutes of entering different commands, which ultimately provided no benefit. These responses, coupled with the countless transfers and disconnects have left me completely disillusioned with the entire Dell corporation.
I have requested, seemingly infinitely, to have a service technician dispatched to my home to repair my computer. However, every Dell representative has outright refused to send a service technician to my home. Instead, they provided responses as outlined above.
Finally, when I was not on hold and actually speaking with a Dell representative, it was often difficult to comprehend what was being said to me due to the Dell representative's thick accent. I understand this may be because some of your call centers are in India, which I find very odd.
I own a computer that does not operate. It is under warranty. I have a service contract for 24x7 technical support and at-home service. However, not a single Dell representative has done anything remotely positive to help my situation.
I have been told that Dell takes pride in its Customer Service and Technical Support. This pride, however, is clearly misplaced. When I purchased my first Dell computer approximately 7 years ago, the customer service was nearly outstanding. Unfortunately, Dell has now become like every other huge company in America . . . affordable, quality products with absolutely no reliable customer service. What Dell fails to realize is that the quality of its products depends largely on the service a customer receives. I understand that computers crash and encounter various problems and have no complaints about that. My only complaint is that nobody at Dell has the slightest inkling how to help me. I purchased this Dell Computer with the understanding that Dell was the leading expert in consumer computer systems. I was mistaken. When I purchased my current Dell Computer, I shopped nowhere else. Dell was the first and only choice. Next time, that will not be the case. Dell has obviously focused on becoming the world's largest PC manufacturer at the expense of customer service; a sacrifice of people for profit.
Due solely to the ineptitude of Dell's Customer Service and Technical Support, and Dell's shocking refusal to provide at-home service, I have been forced to hire a local computer repair service to repair the problem. I fully expect Dell to either (1) pay for this service, or (2) refund that portion of my cost which paid for the Service Support and Technical Support. In the alternative, I will be happy to return my Dell Dimension 8300 and all the components for a full refund so I can purchase a system from another company.
Thank you for your anticipated assistance. I await your prompt response.
Bryan Garrett
DUDE Dell Sucks!
First off, DELL SUPPORT SUCKS! They never answer your questions. With my 8200 I asked five different tech support questions and I got the same response every single time. DELL SUPPORT = INDIANS with SCRIPTS
I thought maybe it was just a fluke and so I ordered a NEW Dimension XPS. The system cost me $3,500! But when I got it the DAMN thing wouldn't even turn on. $3,500 and they don't even test these things. It turned out to be a BAD motherboard but I returned it. But it took me 3 weeks of fighting just to return the damn thing! If that was DELL "Quality" then I can imagine what other kinds of problems I would have down the road.
I found a local custom system builder here in Los Angeles and so far they've been great. What they gave me was a really nice, high quality, custom built system. I love it! If you’re in the L.A. area then give these guys a try: http://www.zone-5.net
At least they actually test their systems before they even ship them. Plus support is great since they’re local. I do a lot of gaming and so far I have had ZERO problems with the system.
So if you're in the market for a new system then give your local custom system builder a try. They're probably better than what you will find stores.
Rather than say DELL sucks, I'll stick to the facts....
I've learned that the main thing about buying a computer is not
to only consider price or whether it is the utmost highest quality,
but whether the company will honor their warranties and provide
a product that was touted as a "Premium" "top-of-the-line"
"Rock-Solid" system with "Award Winning Customer Service".
When things go wrong, that may well be when the nightmare begins.
I know not all DELLs are lemons, but in good conscience,
I could never recommend DELL based on
my experience with DELL and how they gave me the
royal-run-around on my DELL 8100 notebook (lemon)
and the 15 part failures in 19 months . . .
_______________________________________________
I purchased a DELL notebook that DELL touted as a "Rock-Solid" system backed by "Award Winning Service", but it is a lemon notebook.
My DELL notebook has had 15 part-failures/part-replacements in 19 months.
That's an appalling average of 1 failure every 38 days ( or 0.8 failures per month ).
I had video problems for over a year, and still have video problems.
The video LCD/back-light turned pink and then turned black 4 days after the 3-year-complete-care warranty expired ( and DELL refuses to repair it, despite the ongoing video problems that existed for over a year before the warranty expired 18-Oct-2003 ).
And, I won't even go into the DELL Technical Support problems yet. Let's just say it was "NightMare on DELL Street". I've requested repairs, replacements, and refund many times, but all requests for a refund were denied. DELL attempted many times (14) to repair the notebook, but was never able to completely resolve the problems (as you can see below by the repair history) . . .
_______________________________________________
SUMMARY of 15 FAILURES/REPAIRS in 19 months ( purchased for $4208 ):
Replaced 1 time: notebook (Service Tags: for i7500: 2H0440B, for i8100:93DH811) 05/30/2002;
Replaced 3 times: motherboard: 05/20/2002,06/06/2002,12/16/2002;
Replaced 3 times: CD/DVD drive: 03/22/2002,03/25/2002,05/21/2002;
Replaced 2 times: hard disk drive: 03/21/2002,05/22/2002;
Replaced 2 times: keyboard: 05/22/2002,05/24/2002;
Replaced 1 time: lid latch: 05/22/2002;
Replaced 2 times: video card: 1/10/2003,5/9/2003 ,
Missing: 2nd battery missing with 2nd notebook replacement despite two batteries were purchased and returned with 1st notebook;
Malfunction: repeated video problems and system lock-ups (since received); probably due to infamous infinite loop in nv4_disp.dll ( NVIDIA video card device driver ) since system was received May-2002 ; replaced NVIDIA GeForce2Go-16mb with ATI Radeon-7500-M7-64MB video card/driver: 5/9/2003
Malfunction: LCD back-light failed (22-Oct-2003) 4 days after 3-year-complete-care-warranty expired (18-Oct-2003)
_______________________________________________
Good customer service will become paramount when things go wrong.
I can't say my experience with DELL lived up to the level of the
"Award Winning Customer Service" DELL touts it to be
(in dealing with my lemon).
If you call DELL tech support, you most likely will get the
royal run-around. DELL will probably:
(1) tell you that other customers don't have the problem.
(2) give you some lengthy exercises to perform; and if the problem
takes a while to reproduce, all the better
(3) shift the blame to video card, disk drive, chip manufacturer, Microsoft, or you
(4) perhaps guess at a part to replace ( usually the wrong one )
(5) tell you to re-format the hard disk (this is their favorite), and
(6) re-install the operating system (this is their 2nd favorite....
.... hee hee hee .... that'll keep 'em busy for a while).
(7) remove and re-install device drivers
(8) disable various operating system features (lame)
(9) reduce performance settings and / or resolution / or power options
(e.g. disable auto Power-Down)
(10) download and try one of a dozen different driver versions
(11) and generally, wear you down ( especially with the
poor English of the Tech Support persons in India and Asia ), and
(12) hope you will become discouraged and go away
So, Buyer Beware. . .be sure to 1st check (I wish I had) the following customer feedback sites regarding customer service, because, if
you get a lemon, the integrity of the Customer Service will be the
major factor:
http://www.bbbonline.org/
http://www.consumerreports.org/
http://www.consumeraffairs.com/
http://www.planetfeedback.com/
http://www.epinions.com/
http://www.complaintbook.com/
http://www.ripoffreport.com/
http://www.thesqueakywheel.com/
http://www.uspeakout.com/
http://www.baddealings.com/
http://www.fightback.com/
http://www.ftc.gov/ftc/consumer.htm
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OMG I can't believe I saw this posting site. I just had a horrendous experience with Dell's "Technical support" (very loosely-used term here, okay?) and was horrified. It is located in India! The country India! Thousands of miles away. I couldn't understand them. I waited for hours on hold, waited for hours for an answer. I was transferred to Customer Care, who was shocked, since they have nothing to do with tech support at all. Was without my system for days. Each time they said (insert thick, sickly accent here), "type this in the box," "uncheck the box," "check the box," "delete the modem," "install the modem," etc. When results were not successful, the comment was invariably, from THEM, a long drawn-out "woooow." As if it amazed them that grasping for straws to fix things wasn't working! Incredibly, I asked for an RMA number to send the entire thing back (it's only 3 months old), get a full refund, and they finally offered to send out a tech, which I paid for when I bought my system, as you know. But I tried something they didn't even suggest, and voila! I fixed the system by myself!! Unbelievable, right? I filed a formal verbal and written complaint with Customer Care, and will never purchase another system with the four-letter word "Dell" on it again. I had planned to order the new system last week for my sons, who are in high school. No way, Jose', would I ever buy Dell again. I'm looking at Compaq, even e-Machines, who are getting a really bad rap from sales guys in stores. I don't care. If they have USA support and one-year up front with an option to get more, I'm looking at it. Dell sucks. Not the system, but the "support." Thanks for this forum. I needed to tell SOMEONE.
dell doesn't know video editing. dell support sucks.
i just got off the phone with dell.
I'll just give you a taste of what it was like talking to a dell technical support specialist.
me(repeating the third time): "the video editor will not output to my vcr."
dell tech moron: "video what?"
me: "video editor. I bought the premium dell movie bundle studio package from you folks."
dell moron: "you bought a dvd player from us?"
me: "no, i bought the dell premium movie bundle studio package. it's a video editor package. it comes with software and hardware. you guys installed it and sent it to me with the dell computer that i recently bought."
moron: "are you talking about a dvd movie player?"
me: "do you know what a video editor is?"
moron: "does that have to do with dvd movies or video recorders or something liek that?"
me: at this point i gave him the part number of the product that i had bought from dell.
moron: several seconds of listening to him shuffle paper he said, "i don't believe we sell that item."
me: "i bought it from you."
moron: "you talking about a dvd player right? you're saying that it doesn't play movies?"
you get the picture. i've spoken to four dell people today and none of them came close to solving my problem. one guy gave me the phone number of the manufacturer who built the video card that dell put into my computer, which is like Saturn giving me the phone number of a fuel injector manufacturer that's in their car. dell placed the hardware (video i/o card) in the computer and should support it since the compuer is still in warranty.
i should have bought a Mac or maybe built my own computer.
by the way, since i've bought the computer, i've had several boards swapped out by their crack force tech team.
i hope mike dell loses all his money and has to retire on social security.
thanks for the sounding board.
Also a convergys employee...
To the teacher who bought 18 dells... you are a "computer literacy" teacher, but you dont know how to do something as simple as setup a handful of PC's? Wow! I think they need to hire more competent teachers wherever you are teaching!
Maybe you're the problem.
I worked for Convergys. Convergys is used by Dell as a "third party" to handle and over flow from their desktop support que.
Number one...you will never talk to a supervisor. You never know who where the call center is that you get, and they are not 100% operated by Dell. As I stated in the begining with Convergys Corp. for example. There are two different support techs. The second level (L2's) only answers questions and calls from the first level techs (L1's). You might get a chance to be directly transfered to a second level tech...but, only if you have a problem that no one thee has any idea about. In my 7 months there...that happenned to me twice. Both times the systenms were replaced at zero cost to the customer.
Number two...read your documentation!!! Even if you purchased any extra parts from Dell, Dell does not have to offer support once anyone but a Dell factory installs the parts into that computer. Yes, I know that sucks...but, it is free support. If you do not like that level of customer care...buy a compaq, and start paying monthly to solve your problems.
Third...Dell only offers one month of software support. Make sure your problems are not software related. If you suspect they are, explain it to the tech, and ask f they could give you advice on the problem. We were told not to, but when asked nicely, I always shot off a quick fix or an internet address to links that would help them along rather than paying for support.
Fourth and final...GET REAL! We have 17 min handle times, and 7 min "average times." That means if we had an entire week of being on the phone with each customer for 30 min...we would not be working there very long. Understand? Most tech support reps are like little monkeys...it's not our decision to get you off our line or transfer you. We would gladly stay on the phone the nicer calls than take the next call of a crazy person. Crazy people? Yes, we deal with them too. We actually get bugged everyday by people who accuse Dell of "stealing" their DNA through the monitors.
One last closing note...Such as myself, most tech support reps are only there while getting the certifications to move up. Frankly, I never felt bad after hanging up on a rude person or transfering them right back into the main que. Working in a call center is a very crappy job. You'll cath many more bees with honey than you'll get with vineger.
Same here
I had a little noise on the graphics card fan. They took the machine to service it, and promptly LOST it!!
Took endless phone calls and 5 weeks to get a new one. No calling me to tell me what was going on (I found out it was lost when it was a couple of days late coming back, when it in fact never got to their servicing facility), no explanation on what happened (fairly obvious the some in transport company just stole it), no appologies, just plain awful service...
Teacher
I agree. I am a Computer Literacy teacher and we just got 18 new Dell desktops and 6 new Latitude laptops. There were NO significant instructions regarding how to set them up, etc. I have been on the phone for HOURS and used EVERY kind of language I could think of to get some help. I finally gave up and secured local help. I requested Dells; I'm sorry, and I'd never do it again.
CK Terry
