Lousy Experience with Dell Customer Service

[edwardkr]

My Dell monitor died. It's under Next Business Day warranty so I called Dell Tech Support. The guy told me that they will send an exchange unit tomorrow. And that someone will call me soon to arrange the delivery timing etc.

I waited and waited and nobody called. So I called Dell number again to check what's happening since I need to arrange for someone to be at home. Then the guy who speak to me today asked for the case number or the person that I spoke to yesterday. Well I was not provided any of these details so I can't give to him. He asked me at least 5 times for the same information - drive me nuts. He told me that there is no other way to trace the case, can't do that by name, or serial number or phone or anything else.

He then explained to me that he can't help. He has to email to the whole tech support department to check who took my call yesterday and then someone will call me back. To me that doesn't sound convincing or assuring. So I asked to just log in a new fresh case. He said no cannot. Then I asked to put me through to his supervisor. He also said cannot - escalation should be by email he said..... I can't believe what I was hearing.

For all we know the replacement may be on its way. However, this experience dealing with an unhelpful person is just a crappy experience. I don't wish anyone else to experience it so I'd like to share this.

I don't want to put the unhelpful guy's name here since I don't want him to get sacked but the experience with him today is definitely not a delightful event to a customer.

 

[jtjt00]

Sad for you, having to deal with a greenhorn.

 

[gkhchay]

Bro, you're not the only one who got crap from Dell, please see my thread:

http://forums.hardwarezone.com.sg/n...l-sucks-big-time-dont-order-them-4077834.html

 

[gkhchay]

Sad for you, having to deal with a greenhorn.

It's not just 1 person - all the customer service & online sales people in Dell suck big time, at least in APAC. Their call centre in based in Malaysia & their online sales is based in Australia.

 

[BigMonkey]

their service seems better for business users.

 

[gkhchay]

their service seems better for business users.

Enterprise clients definitely get much better service with a single POC to handle everything, unlike those of consumers. For consumers, HP customer service is still the best so far.

 

[Almightygod]

Dell is the worst computer vendor out there!

In my opinion, dell is the worst computer vendor in the world. I bought a desktop 3 years ago. It had been giving me problems consistently. I had sent for repairs numerous times within the warranty period, till my warranty expires and I gave up totally. The worst experience is when I got fired up over my computer glitches but the Dell technician pretend not to understand my problem. I got so angry that I suffered a heart attack and got warded to A&E in SGH hospital. I stay in hospital for 3 days and nearly lost my life. I swear will never buy Dell again! All its computer parts are cheap and lousy, go for other brands if you don't want to die early.

 

[cloudcid]

In my opinion, dell is the worst computer vendor in the world. I bought a desktop 3 years ago. It had been giving me problems consistently. I had sent for repairs numerous times within the warranty period, till my warranty expires and I gave up totally. The worst experience is when I got fired up over my computer glitches but the Dell technician pretend not to understand my problem. I got so angry that I suffered a heart attack and got warded to A&E in SGH hospital. I stay in hospital for 3 days and nearly lost my life. I swear will never buy Dell again! All its computer parts are cheap and lousy, go for other brands if you don't want to die early.

 

[davidktw]

In my opinion, dell is the worst computer vendor in the world. I bought a desktop 3 years ago. It had been giving me problems consistently. I had sent for repairs numerous times within the warranty period, till my warranty expires and I gave up totally. The worst experience is when I got fired up over my computer glitches but the Dell technician pretend not to understand my problem. I got so angry that I suffered a heart attack and got warded to A&E in SGH hospital. I stay in hospital for 3 days and nearly lost my life. I swear will never buy Dell again! All its computer parts are cheap and lousy, go for other brands if you don't want to die early.

Join in Jun 2014 and all the 5 posts all about DELL ? Smell fishy....

 

[davidktw]

My Dell monitor died. It's under Next Business Day warranty so I called Dell Tech Support. The guy told me that they will send an exchange unit tomorrow. And that someone will call me soon to arrange the delivery timing etc.

I waited and waited and nobody called. So I called Dell number again to check what's happening since I need to arrange for someone to be at home. Then the guy who speak to me today asked for the case number or the person that I spoke to yesterday. Well I was not provided any of these details so I can't give to him. He asked me at least 5 times for the same information - drive me nuts. He told me that there is no other way to trace the case, can't do that by name, or serial number or phone or anything else.

He then explained to me that he can't help. He has to email to the whole tech support department to check who took my call yesterday and then someone will call me back. To me that doesn't sound convincing or assuring. So I asked to just log in a new fresh case. He said no cannot. Then I asked to put me through to his supervisor. He also said cannot - escalation should be by email he said..... I can't believe what I was hearing.

For all we know the replacement may be on its way. However, this experience dealing with an unhelpful person is just a crappy experience. I don't wish anyone else to experience it so I'd like to share this.

I don't want to put the unhelpful guy's name here since I don't want him to get sacked but the experience with him today is definitely not a delightful event to a customer.

You are silly that you did not take stern actions for such service. Ask for his name and contact extension and which department he belong to. The part that matters can only be escalated via email is plain nonsense.

You don't have to put his information here in the public forum, but I highly recommend you escalate the matter by giving another call, let another CSO pick it up and escalate as far as you can reach.

If he got sack because of his lousy service record, that is he issue. He is in a service line and he jolly well should know what is his responsibility and how he should react to customer request for validation on matters and escalation. Dell certainly don't need someone to help tarnish her reputation.

For CRM system, logging a new case should be a fairly simple process and also merger of cases should be as simple as merging threads in a forum. So that staff basically doesn't know his stuff. It is okay for new comers to know little about the process, then that fella should either escalate or refer to his colleague for advice and revert either by calling you back or request that you wait for awhile. Everything also NO, might as well don't call. If your old case is not recorded or the person that handle this case left the company, don't tell me a new case can never be open ? That is plain stupid.

I am not trying to be fussy here, just hoping that people be professional and do their own job well.

 

[blue00]

In my opinion, dell is the worst computer vendor in the world. I bought a desktop 3 years ago. It had been giving me problems consistently. I had sent for repairs numerous times within the warranty period, till my warranty expires and I gave up totally. The worst experience is when I got fired up over my computer glitches but the Dell technician pretend not to understand my problem. I got so angry that I suffered a heart attack and got warded to A&E in SGH hospital. I stay in hospital for 3 days and nearly lost my life. I swear will never buy Dell again! All its computer parts are cheap and lousy, go for other brands if you don't want to die early.

csb

 

[Goodshot]

Been very happy so far abt Dell monitor performance. For pc always go diy better , i dun trust any vendors.for example hp computer charge me $300 for some ram issues , somemore still under warranty . I go simllim they take out clean abit $50 done

 

[trento]

Been very happy so far abt Dell monitor performance. For pc always go diy better , i dun trust any vendors.for example hp computer charge me $300 for some ram issues , somemore still under warranty . I go simllim they take out clean abit $50 done

tats surprising. most vendors would repair foc if under warranty unless proven self damage.

my only gripe with Dell is no svc center here. i do like their monitors too. probably the best build quality out there, besides Apple.

 

[LouisSaha]

tats surprising. most vendors would repair foc if under warranty unless proven self damage.

my only gripe with Dell is no svc center here. i do like their monitors too. probably the best build quality out there, besides Apple.

Dell got svc center here if i remember correctly.
I think it is at Funan.

 

[kopi21]

When buy Dell, always read the fine prints, esp during those IT shows. Got conned by them. I called n emailed them and got taichi all the way. No one is willing to assume accountability or responsibility. Initially wanted to report to case but in the end, I gave up as time n effort just not worth it. I have moved on but will not buy anymore Dell products, where possible.

 

[cscs3]

To me Dell in more for corporate user or direct sales. Never good in after sales service with consumer area.

 

[Goodshot]

When buy Dell, always read the fine prints, esp during those IT shows. Got conned by them. I called n emailed them and got taichi all the way. No one is willing to assume accountability or responsibility. Initially wanted to report to case but in the end, I gave up as time n effort just not worth it. I have moved on but will not buy anymore Dell products, where possible.

I never buy expensive things from it show , too many compliant from them

 

[Hcookie]

DELL IS CRAP

Let me tell you a story of a Dell Laptop.

Bought a Dell Laptop.

First Month
Laptop dies - Replace Battery

Month 3
Laptop dies - Replace Battery and Charger

Month 4
Laptop dies - Replace HDD

Month 5 & 6
Laptop dies - Replace HDD & Motherboard

Month 7 & 8
Replace Battery again and replace keyboard or something else..cant remember and this sequence of events is just from memory, also add about 6 to 9 weeks of the stupid system sitting at Dell's workshop.

By the time Month 9 rolled by I request Dell to give me a damn replacement laptop since the Laptop is seriously not even the Laptop i bought considering that even the motherboard isn't even the model that I originally bought.

The situation escalated as far as their marketing dept.

Fast forward many years later after Dell's major revamp of their customer service.

So I took the plunge and decided to buy another Dell Laptop. It's been more than 6 years, and they had a major revamp..surely they are much better?

Week 2/3 - While typing..key flies off the keyboard...

Table FLIP.

 

[dolphinv]

Personally I find service quite good but need to be very persistent and firm with them but their product quality control need improvement. Their warrrenty gives refurb that QC not very good. However as for the problem of case number. If u did not receive an email from the CSO and dunnno their name very hard track. Should just anyhow hamtam report new case. But anyway that guy probably just lazy as when u report case they need key in serial number etc in their system so can actually track de

 

[nwh_sg]

I have good experience with Dell though. My Dell notebook lasted for 5 years. My Dell monitor was replaced 1 to 1 nearing the end of the 3-year warranty period.
All it took was just a phone call and answering few questions from a Dell engineer to confirm that it was indeed some problem with the monitor. I didn't even have to step out of my house to get the monitor replaced.