Horrible Sales Service from Dell Canada-Help!

Hello,

I am pretty disapointed and frustrated towards Dell Sales Service in Canada. I called to place an order for an Alienware M11xR2 last week, in Maroc Africa mind you, as they moved their French sales service there. The rep took my order, was being impolite by cutting me when explaining my situation and what I needed. At the end, she told me that she would come back to me with a price as she could not make me one on the spot, so she would need to look at it with her supervisor and call me back before the end of the current business day.

Next day, still didn't get a call back from her has I never seen that before from a company as big as Dell. I decided to give Dell Sales "Canada" another call to find out what's going on and they didnt even have my profile in their systems. This rep was being impolite too by cutting me several times through my explanation. The Dell sales rep pass me through her supervisor who searched for my profile and acknowledged that it was not normal. He told me he would seek information from the reps taking care of Canada and promise me to call back by the end of the day with what I needed. 3 days later, I am still waiting for Dell Sales Rep Supervisor to call me back.

I went to seek a Dell stand in Montreal to complain and find a way to complain about this terrible service of taking care of their customer like this. To my disapointment, I was told that there is no more Dell stand as everything is now ordered online.

I have never been treated like this before from any business alive that I know of. I am not even asking for tech support, but to buy a unit and probably buy more later on.

Have anyone experienced something like this before? How do you buy a Dell system when a rep cannot even do a price for you and you have to wait for them to call you back? How does Dell do business for their French customers? I see this as a big stain on Dell's reputation - In my book, when you have a customer that wants to buy a system (and even more afterwards) you do whatever it takes to conclude a sale on the same call.

Anyone has any contacts or suggestions? Any Dell rep coming here to read the forums?

Thank you,

JF

 

I found that my experience with Dell was probably one of the worst i've ever been through. It took about 2 weeks for them to actually confirm a purchase, after many, many attempts of them declining the payment.

After that, my machine arrived and was defective. The R2 was announced the same day so i decided to return it. It took hours of phone calls to arrange a refund. It was rediculous. What's worse is that the product number imprinted onto the machine would take me to the XPS department rather than Alienware. I was thrown back and forth between people for days.

My advice, try not to deal with reps on the phone in anyway whatsoever. Go for online if you can.

 

I would like to order online, but by phone would give me more leverage to deal a decent price. Unless there are some coupons laying around which I can't find...

 

This is true we get Horrible service here too in Australia, but I managed to talk some more with one of thier reps last week when I was getting my refund for the R1 and they have the worst working conditions I have EVER seen, they have to take calls and service two to three live chats AT THE SAME TIME. Which is completely stupid, how is anyone supposed to keep 5 conversation going at once and even do a good job at it.

Dell policy is really to blame here and not so much the reps. I found out that by just being a little understanding of how much work they had to put up with, I got my refund without much of a problem even though it was 31 days after purchase without a re-stocking fee.

All I can advise you, if the rep is really no help just ask to speak with a supervisor. At least you will have his undivided attention. Make the point that you are very disapointed in the service you have received and that you think its not acceptable. Stay calm and just make your point, it will work out better like that i'm sure.

Cheers

 

Belgium has three official languages: Dutch, French and German. A majority of around 60% of the population speaks Dutch. Yet, Dell only offers French customer support by phone. If you would want to buy one of their products, you are redirected to their sales department in Ireland.

So for a Belgian speaking only Dutch, there is no way to communicate with this company.

And the one time I had to deal with the French speaking customer support, they were being impolite too.

Truth be told, the above mentioned sales department in Ireland really helped me out. I guess you have to be lucky to bump into the right people somehow or pull the right strings.

 

Had big trouble with dell.ca in french to. Amazing piece of sh*t service.

I expressly ordered in french to test there service in french over the web. Ordering on the 6th of June went just fine and my system is due to be delivered on the 8 of July.

Then 2 days later I go look at my account and says its cancelled without an e-mail, reason or call. So call dell at there 1-800 number and ask to be served on french. Like previous poster, I end up in Casablanca with the most clueless staff in the world. I had to talk to 6-7 different reps before I could get my order fix and re-instated but with a delivery pushed to 12 of July.

The reason my order was cancel was because I had put my cell number in the phone number and my home phone number so that did not check out with the credit card. Also, later, I learn from my girlfriend that they called home to try to verify the, but the person who called spoke only english and my girlfriend was clueless since she not very confortable speaking english.

If they simply said on the order page to put the phone number associated with the credit card none of this would have happen and I would have gotten my m11x R2 4 days earlier.

Dell.ca is a non entity. It is just a shell company setup by lawyer so they can do business in Canada. My workplace also uses Dell all over the 4000 person + plant and if workstation goes down your on paid holidays for weeks since their technician will never ever show up next business day.

Hope this m11x R2 will be all that it promises.