My Own Dell Hell

7 Comments
by on December 2, 2007  •  Permalink
Posted in Brands, Business, Consumers, Marketing, Marketing 2.0
Tagged , , , ,

As you may know, Dell computers can only be purchased via the web or phone. Combined with their made-to-order computers, Dell has made a lot of money with this cost-saving process of remote sales. In addition to creating reliable products, a company like this must have competent customer service and sales representatives.

Sadly, that’s not the case with Dell. Here is what happened to me…

1) 3 weeks ago I ordered a new computer from Dell because they offered the best pricing and I thought their XPS model looked pretty decent. I began the order process online but then “clicked-to-call” in order to ask a few questions to a sales rep.

2) After a 45 minute conversation where they tried to upsell me on low-jack, a credit card, and 50 other useless money-makers, I completed my order. I was supposed to receive the computer in 7 business days.

3) I never received a confirmation email and after 2 weeks, I noticed that my credit card had been charged for the computer. I called the customer service line but received an automated loop-around system where I learned NOTHING.

4) I called the sales line again in order to speak with a human. They informed me that my email address, billing address, and shipping address were all incorrect in their system. They assured me it would be changed. They apologized.

5) The next day I called again and guess what, my address was still not updated.

6) I finally received a call from a Customer Care representative who might have been the dumbest, useless individual I’ve ever come across in my life. She didn’t have my correct addresses but she gave me a tracking code for DHL because apparently the computer was shipped. I gave her my correct info.

7) I get a call the next day from the same customer care rep to confirm my address. STILL WRONG!!!!!!!!!!!!!! Unbelievable!
8) Last night DHL called me – they don’t have my shipping address. I gave them the correct info – the address they had was simply my name, phone number and the wrong zip code – no street address at all.

I still haven’t received my computer from Dell and guess what? I WILL NEVER ORDER FROM DELL AGAIN!

In this competitive world, companies cannot afford such incompetence.

[tags] dell, hell, dell hell, dell computers, terrible customer service [/tags]

Posted by Lee on December 2, 2007

http://www.ericgfriedman.com/2007/12/02/my-own-dell-hell/

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  • John_at_Dell

    I am a support analyst at Dell headquarters, and after reading your blog post, I think I may be able to help you here. I apologize that things went so wrong, and I am confident we can come to a resolution very quickly unless one has already been reached.

    Please contact me here:

    customer_advocate@dell.com
    'ATTN:John'

    If you could place the order number in the email, that should be sufficient for me to look into this and get things resolved. If you have any questions, you can include those as well.

    I look forward to hearing from you!

    John
    Dell Customer Advocate

  • John_at_Dell

    I am a support analyst at Dell headquarters, and after reading your blog post, I think I may be able to help you here. I apologize that things went so wrong, and I am confident we can come to a resolution very quickly unless one has already been reached.

    Please contact me here:

    customer_advocate@dell.com
    'ATTN:John'

    If you could place the order number in the email, that should be sufficient for me to look into this and get things resolved. If you have any questions, you can include those as well.

    I look forward to hearing from you!

    John
    Dell Customer Advocate

  • new1boat

    Dell Hell with returning a an unopened part.

    1. Ordered CD Rom replacement for Dell Inspiron 5100 after 9pm on 28 Jan because Dell Tech told me I needed it. Received the part on 31 Jan.

    2. Over the next 2 weeks, and another $100, local computer technician resolved that I did not need the part, the current part was fine.

    3.I finally opened the Dell box on 18 Feb, to find how to best return the unused, unopened part. It said return through DHL, using the return label. There was no return label. Had to travel for work, returned 22 Feb, called customer service.

    4. After a 20 minute wait I was told that my part should have been returned within 14 days. Customer service manager told me 30 days. No one else there to provide help. Was told to talk to Dell Escalation services. On 23 Feb, Mr. Deepek Singh from Dell Escalation said it was 21 days to return something per the web site. I was told that there are no exceptions to this policy. I was informed that if a part is not returned within 21 days they will not credit it back to my account. I used paypal. Deepek Singh told me that I could send a letter to Round Rock, TX to protest or appeal (he wasn't sure what a letter would do but he said I could send it anyway) but that he was in India and he could not overturn any Dell return policies. I am not sure what his function is except to tell people that there are no exceptions.

    5. I asked for a phone number to Round Rock Texas and he said they don't know any phone numbers.

    6. Three different Dell customer service people told me 3 different “return-by” dates. They start the clock by the day the order is placed, not when it is received by the customer.

    7. I am out $130 and much aggravation for a C/DVD RW that I don't need and never used because I missed their return policy date by 4 days.

    8. They are kidding, right? Someone from Dell will actually call me to resolve this, right?

    By the way, I run the computer purchases for my company.

    Any advice?

  • new1boat

    Dell Hell with returning a an unopened part.

    1. Ordered CD Rom replacement for Dell Inspiron 5100 after 9pm on 28 Jan because Dell Tech told me I needed it. Received the part on 31 Jan.

    2. Over the next 2 weeks, and another $100, local computer technician resolved that I did not need the part, the current part was fine.

    3.I finally opened the Dell box on 18 Feb, to find how to best return the unused, unopened part. It said return through DHL, using the return label. There was no return label. Had to travel for work, returned 22 Feb, called customer service.

    4. After a 20 minute wait I was told that my part should have been returned within 14 days. Customer service manager told me 30 days. No one else there to provide help. Was told to talk to Dell Escalation services. On 23 Feb, Mr. Deepek Singh from Dell Escalation said it was 21 days to return something per the web site. I was told that there are no exceptions to this policy. I was informed that if a part is not returned within 21 days they will not credit it back to my account. I used paypal. Deepek Singh told me that I could send a letter to Round Rock, TX to protest or appeal (he wasn't sure what a letter would do but he said I could send it anyway) but that he was in India and he could not overturn any Dell return policies. I am not sure what his function is except to tell people that there are no exceptions.

    5. I asked for a phone number to Round Rock Texas and he said they don't know any phone numbers.

    6. Three different Dell customer service people told me 3 different “return-by” dates. They start the clock by the day the order is placed, not when it is received by the customer.

    7. I am out $130 and much aggravation for a C/DVD RW that I don't need and never used because I missed their return policy date by 4 days.

    8. They are kidding, right? Someone from Dell will actually call me to resolve this, right?

    By the way, I run the computer purchases for my company.

    Any advice?

  • Cora

    Dell STILL hasn't sent me a return email label. I bought an Dell Studio in August, they got it to me in September. Out of the box, the Verizon card couldn't be used – no service in my area.

    Next, I pay to have broadband put in the house since there is no dialup modem on the Studios. I get the computer registered, etc. all the software and connect to the net. Seems all is well. Two days later, I'm surfing and the sound card – which had sounded “tinny” since I'd turned it on – up and died on me. So I now have a $1700 custom laptop with no sound and no viable modem. I have been calling Dell Tech Support every other day now for 2 straight weeks trying to get someone to come and pick up this computer. Twice they told me a UPS guy was going to come and pick it up – no one would arrive. I called back this past Friday and they said (same as other two times before) there is no record of me on file for a return.

    I make them redo it – and this time I demand they send me the return label and I will send the computer back myself. Was told the email would arrive to me within 36 hours – OK. I know it does NOT take that long for an email to be sent. It's been over 36 hours. NO RETURN LABEL – NO EMAIL. I have filed a complaint with the Attorney General's Office in Baton Rouge, and if I do not have a email label in my inbox come morning, I'll be looking for a lawyer.

    Unreal, the way I've been forced to jump through hoops to return this computer. No one will give me an address to just send it – very sneaky. I called Dell Tech Support earlier today and they now say I'm “LISTED” for the return service, but what good is that if they won't give me an address or label to ship the computer back?

    I am at my wits end, and I can guarantee you I will NEVER BUY NOR RECOMMEND DELL to anyone ever again. Nothing can make up for the stress and loss of time I've exeperienced with these people over the past month.

  • Cora

    Dell STILL hasn't sent me a return email label. I bought an Dell Studio in August, they got it to me in September. Out of the box, the Verizon card couldn't be used – no service in my area.

    Next, I pay to have broadband put in the house since there is no dialup modem on the Studios. I get the computer registered, etc. all the software and connect to the net. Seems all is well. Two days later, I'm surfing and the sound card – which had sounded “tinny” since I'd turned it on – up and died on me. So I now have a $1700 custom laptop with no sound and no viable modem. I have been calling Dell Tech Support every other day now for 2 straight weeks trying to get someone to come and pick up this computer. Twice they told me a UPS guy was going to come and pick it up – no one would arrive. I called back this past Friday and they said (same as other two times before) there is no record of me on file for a return.

    I make them redo it – and this time I demand they send me the return label and I will send the computer back myself. Was told the email would arrive to me within 36 hours – OK. I know it does NOT take that long for an email to be sent. It's been over 36 hours. NO RETURN LABEL – NO EMAIL. I have filed a complaint with the Attorney General's Office in Baton Rouge, and if I do not have a email label in my inbox come morning, I'll be looking for a lawyer.

    Unreal, the way I've been forced to jump through hoops to return this computer. No one will give me an address to just send it – very sneaky. I called Dell Tech Support earlier today and they now say I'm “LISTED” for the return service, but what good is that if they won't give me an address or label to ship the computer back?

    I am at my wits end, and I can guarantee you I will NEVER BUY NOR RECOMMEND DELL to anyone ever again. Nothing can make up for the stress and loss of time I've exeperienced with these people over the past month.

  • Cora

    Dell STILL hasn't sent me a return email label. I bought an Dell Studio in August, they got it to me in September. Out of the box, the Verizon card couldn't be used – no service in my area.

    Next, I pay to have broadband put in the house since there is no dialup modem on the Studios. I get the computer registered, etc. all the software and connect to the net. Seems all is well. Two days later, I'm surfing and the sound card – which had sounded “tinny” since I'd turned it on – up and died on me. So I now have a $1700 custom laptop with no sound and no viable modem. I have been calling Dell Tech Support every other day now for 2 straight weeks trying to get someone to come and pick up this computer. Twice they told me a UPS guy was going to come and pick it up – no one would arrive. I called back this past Friday and they said (same as other two times before) there is no record of me on file for a return.

    I make them redo it – and this time I demand they send me the return label and I will send the computer back myself. Was told the email would arrive to me within 36 hours – OK. I know it does NOT take that long for an email to be sent. It's been over 36 hours. NO RETURN LABEL – NO EMAIL. I have filed a complaint with the Attorney General's Office in Baton Rouge, and if I do not have a email label in my inbox come morning, I'll be looking for a lawyer.

    Unreal, the way I've been forced to jump through hoops to return this computer. No one will give me an address to just send it – very sneaky. I called Dell Tech Support earlier today and they now say I'm “LISTED” for the return service, but what good is that if they won't give me an address or label to ship the computer back?

    I am at my wits end, and I can guarantee you I will NEVER BUY NOR RECOMMEND DELL to anyone ever again. Nothing can make up for the stress and loss of time I've exeperienced with these people over the past month.