Dell customer support is such a pain to deal with

It's not just the typical "oooh they're all indian" thing. I'm very tolerable of their accents and they've done well emulating english as best they can.

But sometimes they can't understand me and I have to repeat myself a lot.

But the more important issue is that sometimes they're just plain stupid. I'm not saying they're actually unintelligent I just mean they're programmed to go by scripts and pass the buck CONSTANTLY. They never know what I'm talking about even though it's their own company.
They always transfer me to someone new who knows nothing.

Anyway I dealt with technical support all weekend and they finally told me to call customer service to exchange my system. So I did. Then the guy was like "ok I will transfer you to technical support"

I go NO NO NO I already talked to them and they told me to call you. He put me on hold and transferred me to technical support. I told him to transfer me back to customer support so I had to go through another 3 people to get to the person I'm talking to now who almost transferred me to technical support again. She probably is doing it again as I speak.

Edit: Yup she just transferred me to someone in technical support. God damnit how stupid can they be

Edit: Now this person was going to transfer me to tech support too. She goes "What is the problem with the system" and I go "I'll tell you only if you promise not to transfer me to technical support" and she goes "If it s a technical problem sir you will have to speak with them" so I go "No just transfer me to a manager NOW"

Edit: I've been on hold now for 15 minutes with the most loud and intense music. This song will never freaking end. OMG I hate this classical crap

 

Yeah..this type of *handing off* responsibility..really irritates me..

And, I feel for you! Are you currently on hold waiting for a Manager?

If, so...you should advise that if your return/exchange does not get processed with him/her..you will be filling out a Unresolved Issues form, and e-mailing Executive Management..And, you could even say.."What are you going to do for me to alleviate this situation, *here and now*".

I hope that helps...somewhat?


Cin

 

Oh yeah the manager promptly transferred me to someone else. But apparently this guy is actually going to set up an exchange for me.

 

When you outsource, you pay peanuts. When you pay peanuts, you get monkeys. The question is, does Dell actually outsource, or run interviews at the zoo?

I loved the fact that they tried to install codecs on my machine to help my DVD drive work again. Sensible if I was using it to watch a movie, but not if it wouldn't read my FarCry DVD...... Then after telling them this, they go and try to install a different media player saying that this could be the problem..... and then came the hand-off when I pointed out how stupid that was.

Hope you get to speak to someone sensible soon!

 

Well, I'm glad that you are getting transferred to someone that may take *ownership* of your situation.

Before you conclude your convo' with the Rep handling your exchange..be sure to get contact info, and a *Case Number* both verbally (to jot down), and e-mailed to you. (I always get these...it's my proof of what was contained with the phone call, and told to me by the Rep)

*fingers crossed for you*!

Cin

 

I got the case #
I've had multiple issues, one still resolved, and all this hassle. Is it out of place to ask for compensation?

 

No, it's not!! Based on what you have gone thru...What you will prolly get in terms of *compensation* is a Dell E-Gift card, or a Gift Card mailed to you.

The last 2 I received, were e-mailed to me


Cin

 

I really haven't had a problem with their accents or understanding them. I do think they have trouble understanding what we mean sometimes.

Some of the latest experiences with Dell 'Customer Care':
1) Transferred 6 times during one call. The last transfer was to a busy number.
2) Wrong information over and over again. Got a call from Dell in Round Rock - turns out NONE of what they said was the problem.
3) Tried to talk to a supervisor/manager - none there - call back tomorrow.
4) Tried to talk to a supervisor/manager part 2 - not available - will call you back within two hours. Never got a call back.
5) Actually got to a supervisor/manager the third night. Wouldn't escalate the issue to the next level - refused. Also refused to give me a reference/case number. Was very rude.
6) Each and every time I tried to talk to a supervisor or manager I had to go through a regular rep first. I wouldn't have minded but the things they said didn't make sense or they couldn't tell me anything at all.

Emailing customer service was no better. Only did that twice though - neither time got any useful information.

The information I got from reps (phone and email) was more often than not contradictory. I would get told one time there is no problem with the order and it's on schedule, then the next there would be a problem with a backordered part, then we'd go back to it's on schedule, then there was a hold because of some other part. Bah...

Everything got resolved yesterday when I got a call from a NON-customer care person in Round Rock. Finally told me there was a glitch in the web system when i first ordered (two weeks before on Jun 2) and that they had to break my original order into two new orders and start over again. We also talked about the manager did all that refusing. Turns out he should have advanced the problem.

Anyway, so i hate them. Can anyone blame me?