Dell's customer service....

Contrary to what everyone says about Dell, I pretty much just had the best customer service experience ever. The two guys I spoke to - sales rep Jimmy and payment specialist John - were extremely helpful and nice to talk to. We actually BS'ed about music for a bit and I could tell that it wasn't a phony persona I was getting. I was nice right back.

I was calling right when they opened this morning to upgrade the Vostro's OS I ordered through dell.com to Vista Home Premium over basic before it shipped. I live in Alaska, and unfortunately dell.com would not allow their advertised "free 3-5 day shipping" here, nor any other method but $70 next day only. Really sucks. However what made me extremely happy is that over the phone they simply got me the "free 3-5 day" anyway. "Its usually better to call in," Jimmy said. Now I know that. So calling to upgrade my system in turn saved about $60. Haha.

I can see how people have problems with Dell. Now that I know that their online shipping policy to Alaska is *TOTALLY BOGUS* its hard not to be pissed that I was almost tricked into spending extra for nothing. And the two women I had to speak to prior to the two cool guys were not pleasant to talk to and gave me the "you're just another customer" feeling. One tried to wrongly transfer me to another department and tell me to call back in an hour because she hadn't taken the time to actually figure out why I was calling.

So, bottom line, when you call Dell, ask for Jimmy and John. They'll treat you right.

 

Apparently Dell has ~90,000 employees, so getting Jimmy or John might be a little hard.

Though you could always call Jimmy John's for a good sub sandwich.

http://www.dell.com/content/topics/...ground/en/facts?c=us&l=en&s=corp&~section=003

 

You dont know Jimmy and John? Come on now Lithus. Its Jimmy and John..the dell Customer Service reps!!!

 

Sorry, I'm more familiar with Rahul, Pooja, and ... Bob.

 

There is clearly only one Jimmy and one John. And I spoke to them.

 

lol... yes, they have the best sub sandwiches!

 

I only know agent Tanbir Singh Sharda, Ruchi Aggarwal, Jyoti Sharma, Shruti Kapoor and Sheila. They all had wasted hours and days of my precious time over $200.00 gift card and they still think that gift card is not stackable with $500.00 coupon.

What's John's or Jimmy's ext. # or Rep ID? I need to know, because next time I'm not going to deal with E-mail Dept. or Chat Dept., but I will call someone in Phone Dept. over in the USA

 

Oh, I'm absolutely in *love* with CS. I called the other day because, on checkout of my Inspiron, I couldn't log in to my DPA. I got Christie, who was just chipper and sweet. Not only did she help out with that issue, but she was able to get a $200 coupon to work, *and* fit the order under our DPA credit. Sweeeet.

 

I was pretty wary of Dell CS because of what I had read online. But since buying a 1720 and 1520, I have to say i have been impressed - even with the Indian Call center agents. We've mainly used Dell Connect, but both the medium and the agents were efficient, helpful and actually helped us with stuff not related to the hardware. Having had Thinkpads before, I never got CS like that with them.

P.S. ofcourse that could all change with the next CS call

 

I have yet to have a bad CS experience with Dell.

I've done emails, Chat, phone and all have been helpful. What I have noticed is if you are Super Nice to them, they will return the favor equally. If you call making "demands", well forget about it then pal.

I have seen many threads here complaining about the service.... and just by reading their posts, I can tell some of these people may have been a bit demanding or angry.

If you call them while angry and you yell or are even slightly rude, well forget about.

In other words, BE NICE. it has yet to let me down.

 

My customer service rep is awesome, her name is "Sharon". Always incredibly polite and well spoken, actually listens and doesn't rush you/sound short.

I've also dealt with Beatrice, she was nice but not as good as Sharon. Aazlina from tech support was the one who organised my replacement screen within 5 minutes and no drama's. Only question that was asked was "how did you find out about the part number?".

I have had a couple of dweebs from tech support though but CS has been great.

 

My dell rep was really nice too.

Even though he had to explain some things to me about five times because I've never dealt with dell before, he was really nice. He also helped to pick specs that would last me a long time and meet my needs.

I'm glad I called, very good customer service.

 

Went through 3 well reps today. First two were terrible, I couldn't understand them and they both transfered me when I kept asking them to repeat what they had just said slowly. Third one tried to lie to me, but I could understand her, and I understand why she tried to lie to me and why they couldn't give me what I wanted.

 

what did you want, and why did she lie?

from personal experience I have found the "customer service" to be non-existant (at least in the UK). My rep is quite good tho, and he's helped me quite a bit! He's always polite, and seems like an honest guy in general! And his english as actually quite good.

But I found that if you want to get ANYWHERE fast then call the tech support! Cos they can speak proper english (based in Ireland from Mon - Fri, 8am - 6pm), and if you have a problem then you can easily speak to a manager or a supervisor!

 

I wanted to switch out the Dell 1505 wireless card for the Intel 4965. I have friends with Dell wireless cards and they are absolute crap. The connection drops all the time. And I just don't trust the dell branded card.

I told her that I could configure the 1520 with the Intel 4965 draft n card a month ago, and I wanted the same card, even though I configured the laptop yesterday. If I would've configured a Vostro 1500, I could've chosen the 4965 wireless chip too, but it was surprisingly absent from the 1520's configuration. She put me on hold for a while, and told me that the Intel 4965 card didn't fit in the 1520. I just started laughing and told her she was full of crap and she put me on hold again, and subsequently told me there was nothing she could do, that she couldn't replace it. THen she told me that the Dell 1505 was "the same as the Intel card", which is another lie. I might cancel the order but I heard I can buy the Intel 4965 card separately so I might just do that. She was very professional though, which I could imagine would be hard for her since she was caught in a lie and I was pretty pissed on the phone. Just being able to understand her makes my dell experience better than my previous ones, but it wasn't satisfactory at all.

 

ha! you should have said to her, if its the same card, why is there a price difference?! And why does one say INTEL and the other say DELL?! And why doesn't the DELL one support 802.11n?!

 

Jimmy ext: 7240793, John ext: 7957237

You suppose if you told them I referred you I could get a fat coupon or something?

Even if you programmed Windows yourself, just drop the ego and use proper phone etiquette. And if you know they're wrong about something, don't be a smart ass. At least that way you know the call won't end up on YouTube.

 

People seem to forget that it's not "Dells customer service" that is bad, it's "Dells customer service representatives" that are bad.

 

I actually did say that. The chat representative answered after about 20 minutes and totally detracted from the subject.

Dell's customer service representatives are a part of Dell's customer service, so both are tied together, and both suck. All of the reps consult their managers anyway.

 

thats just like saying "its not xxx that make poor quality products, its the people that work for xxx"...the people make the company! So bad people means a bad company...simple!