Dell service subpar to none

4 months I've been dealing with Dell customer service, both abroad and US services and today I received the absolute most asinine response ever:

Dear Larson

Thanks for your support and cooperation that let engineer bring to repair center for a few days to observe the system. I hope that it will help to figure out what the problem exists and replace the faulty parts. Kindly advise your convenient time, then we will arrange it.

Once again, sincerely apologize for all the inconvenience caused to you. Concerning compensation, we would offer 1 year additional NBD service to you, and meanwhile, when you back to USA, we will proceed the replacement for the whole system as well, which we has received US care support. Hope the replacement will not bother you more.

Again thanks for your cooperation and understanding.

Best Regards
Jenny Qiu

Now, not only can they not figure out how to repair it, but on top of having replaced the chassis, speakers, screen, and casing twice, gpu, keyboard, once, over the period of the last 2 months (as I spent the first 2 months arguing with customer service as no one knew who I should deal with, either my local or international customer service). They've done little more than to offer an extension of not full customer care service which has slowly been ticking away as they've procrastinated in dealing with issue directly and now they've told me that they'll fix it now and when I get back they'll replace it... so they're telling me that they want me to have it fixed, then once it's in working condition have it replaced... DUHHHH

I've gone through so many reps and excuses that this is just ridiculous. From reps telling me that alienware doesn't exist in China, to reps telling that only US dell can assist, to US dell reps telling me only China reps can assist, to them flopping constantly in providing anything I'd consider customer service in the slightest.

Sorry all for the rant, but this has all just been absolutely ridiculous.

 

Sounds about normal. I gave up trying to deal with customer "support" until I get back to CONUS in November/December.

What's really frustrating/hilarious is that my issue is extremely simple, especially compared to yours. They didn't factory install the sound blaster software as per invoice. I tried for a couple of weeks but never could get hold of a rep that didn't end up telling me, after wasting about a half hour of my time each time btw, that "since I have the premium care I have to be in the U.S. so they can troubleshoot my computer". Mindless, pinheaded automatons.

 

Isn't that the truth.

 

Well here's another email...
1. We would like to get your system fixed a.s.a.p. to avoid further trouble caused and hope it can work well in order not to impact you. So we hope engineer can collect the system back to repair center for more testing and replace the faulty parts.



2. Understand that whole unit replacement would be better to fix the system problem currently, but terribly sorry that whole unit replacement can only be fulfilled at place where you originally purchased. So sorry that we can’t do replacement for your system in China. We guarantee that when you return US, we will assist to make this replacement.( Kindly understand that this does not mean the old system needs to be fully repaired before replacement taking place. Replacement will be proceeded only when system back to US)



3. For compensation , I would like to apply 1 year NBD warranty extension or some accessories that you may use it. Kindly seek your advice here, then I will do my best to apply it.


Thanks and sorry for previous misunderstanding..

they still just don't get it.

 

It really isn't much better when you get to the US.

They have cancelled a service dispatch 3 times on me so far without any explanation or contact. Going on a month without resolution. Each call is basically starting over from scratch.

I think the strategy is to just wear me down until I give up.

 

ASININE? well try other vendors....at least Dell does or gives something to you. Others just try to fleece with a no go! I have had my nightmares with Dell..But between the Devil and Deep blue sea...I choose Dell.

 

support has been pretty bad lately, today am trying to get specs of the replacement unit of my current problematic system I been hung up 3 times, got lots attitude and insulted from the rep. Pretty much when I get my m17x r3 with 6990/8GB ram/1.5HDDTB/8GB ram/1080p/i7 2630 am selling it brand new so I don't have to deal with aleinware anymore

 

Honestly I haven't had this much trouble with any other company. Logitech: AMAZING, Sony: pretty good, a little slow, but otherwise not bad, HP:Great, Apple: as much as I hate to say it, great. Not the biggest fan of their products but their customer service is a thousand times better than Dell's.

Even go to the better business bureau's website and they have a low rating compared to the rest. It's ridiculous.