Dell Service

[staciecd]

Over the past week, I have spent over 5 hours and 45 minutes on the phone with Dell. My DVD player didn’t work and then I was sent the wrong CD to make it work. Then I’ve been put on hold and shifted and disconnected numerous times. Then, come to find out that my service number closely resembled someone else’s service number and so my account was simply added to her account. When I asked for some sort of compensation for my troubles, the guy said no and would not let me speak to a manager above him. I made it clear that I will not be buying or recommending another Dell again, simply based on service, but that didn’t seem to faze him. I can’t begin to tell you how disappointed I am with Dell service right now.

The computer runs great - don't regret it at all. But I will be letting everyone know about their service.

[phenn]

Over the past week, I have spent over 5 hours and 45 minutes on the phone with Dell.
I'm not at all surprised at this. What does surprise me is that they didn't take broader steps to solve your problem.

I have three Dells (one of which is a laptop). When my primary system had a faulty hard-drive, the company sent a techie out to my home office to replace it. It took a 10 minute phone call.

The laptop (purchased refurb not three weeks ago) was missing some drivers and a system CD was not shipped with it. When I telephoned tech support, I spent nearly two hours on the phone, was transferred to several different rudimentary support techs ("have you tried rebooting?") before I got a little cross and demanded to speak to a supervisor. They obliged and I got the restore CD sent (overnight) to me that day. I didn't need a big telephone intervention. I just needed the CD.

A couple of observations: Dell has done their own reputation a grave disservice by outsourcing their telephone technical support. It has only reduced the quality of service and has rendered them something of a joke to consumers.

Their support techs may not be the greatest, but the company's overall dedication to customer satisfaction still follows a strong model.

In sum, you need to be extraordinarily clear in what you want from them (a step you probably shouldn't have to take) and you will likely get it.

/$.02

[echo]

My Mom wrangled on and off with Dell for what seems like forever, with a lot of the same issues you describe; finally packed everything back up--with a nice little note telling them what they could do with their computer and thanking them for giving her a reason to get a Mac.
She bought a Mac Mini and has been relaxing ever since.

I gave up on my Dell laptop quite some time ago for the same reasons. I've always been an Apple guy, but I got the Dell in order to be 'platform friendly'; turned out to be one of the worst decisions I've made, because of Dell.

I am simultaneously humored and angered whenever I hear Michael Dell badmouth other computer makers.

[spencer]

When I asked for some sort of compensation for my troubles, the guy said no and would not let me speak to a manager above him.

thats ridiculous. I'd figure out what you make per hour at work multiplied by the 6 hours spent on the phone and let them know their tech support essentially cost you $X worth of your time.

[staciecd]

I love my computer and the specs are great. I told service the first night very clearly that I needed the DVD decoder CD. After an hour of troubleshooting, I was sent Roxio CD with a note to return the software. Then, took me 1.5 hours to get in touch with someone who could send me the right DVD. I was clear each and every time. Part of me regrets not going with a Mac, but if it wasn't for the service issues, I would be fine.

Stacie

[runnergirl]

I am not surprised to hear about your difficulty with Dell. Since last year, I have had numerous problems with them and their service. I have been very frustrated by their lack of response. Most recently, my hard drive died, which I was forced to replace. 3 weeks later, the motherboard went and again, their reply was infuriating. After they wouldn't do anything to replace either, they stated that they would have their Sales rep call so we could order a new laptop. We told them not to bother. I will never buy a Dell product again. My almost 4 years of experience with their products has taught me that the quality is extremely low for the cost of the machine. After that phone call, I called Apple and ordered the new MacBook. My experience with Dell has turned me off to Windows based products permanently!!! I am so surprised when I look around how many people are still using Dell. Well, it's time to get the word out...

[staciecd]

I do plan to get the word out. Yes, I used the salary agrument as well as the difference in compensating me to how many customers I will turn off of Dells. I'll also be sending a letter to the woman who "shares" my account and let her know about her privacy being violated. Amazing - great computer, but lousy service. Just glad I figured out that I didn't get what I needed within the warrenty period.

[mebow]

I do plan to get the word out. Yes, I used the salary agrument as well as the difference in compensating me to how many customers I will turn off of Dells. I'll also be sending a letter to the woman who "shares" my account and let her know about her privacy being violated. Amazing - great computer, but lousy service. Just glad I figured out that I didn't get what I needed within the warrenty period.

:D It really is a sad commentary when we spend thousands on tech equipment and end up in a fight with either customer service or off shore tech support. I would not encourage you to continue the fight because it will probably be fruitless and just cause you to be more upset.

I must admit that I have had problems all along the way on most computer purchases and support. Currently I have 5 computers working in various functions and support is touch and go depending on who you contact (luck of the draw) at tech support. Lately some dont even speak english well enough to understand my problem or issue, let alone provide a decent solution. My other disadvantage is having grounded my tech expierence in 8086 and 8088 processors I expect too much from those in tech support who are supposed to be 'experts', and I can assure you most are not experts.

So bottom line staciecd, did you get your DVD issue solved or are you still hanging ? I have a spare DVD burner (Iomega ).

later.....:o

[staciecd]

Problem solved. I just needed to get the PowerDVD from them and my account info corrected. As far as I know, done. I'll send a letter or two and warn friends, but that is about it. For the most part, I can fix my own computer, especially now that I have the correct software. Still, very sad for their customer servie reputation.

Stacie

[staciecd]

Dell is attempting to make it right. They offered me a $50 on a future purchase. I will be sent a
Davis & Sanford
Ranger Tripod for Digital SLR Cameras
$39.95

for free. Ok, I loose $10, but I have a printer and everything else that I need and I really don't trust their support at this point. They can't mess up a tripod too much.

[GuyB]

Well, you never know ! :rolleyes:
I'd count the pods when it arrives !