Dell's customer service is better than most!

After receiving my 1520 and reporting to Dell that the power adapter was missing a component, they shipped me a new one for the next day!

My entire experience with Dell has been incredible. From ordering my machine to the after service, I don't have a single complaint for them!

After reading all these negative posts about how poor their CS is at Dell, I had my battle gear on in anticipation for my first problem - but it never happened.

Now maybe it's just me, but for the users that "get a hard time" from Dell... are you irate when you call them or play the blame game? I can't think of another reason for them to give anyone problems!

For those that have putting off a purchase because of the negativity on the forums, just ignore it. I'm sure there are a few users that are genuinely caught in a loop with Dell, but I can't imagine that these users make up the bulk of the Dell customer base.

My $0.02

 

Most people that negatively portray Dell CS are the people who are expecting free and easy to obtain hand outs, but are jolted by the fact that they do not get said hand outs as easily as they are lead to believe, so they leave in a storm and go onto the internets where everyone with a connection can run their mouth about how bad something is.

 

I agree with you "EP2007". Your own attitude during the phonecall has big influence on the outcome of the conversation.

That goes for life in general....

 

Yup, that's probably why my wife always gets a hard time when she tries to return something to a store and I never do

 

dell customer service has been great to me too.

i've had two computers that i ordered from them that had minor problems. despite my making it quite clear that I didn't mind waiting for the fixes, dell shipped the missing items on high priority.
i find it hard to understand why they get such a bad rap from everyone.

 

Every company has disappointed a few customers. I've had bad experience with Dell consumer and good experience with Dell business. its best not to rely totally on anecdotal evidence when judging the quality of a company.

 

You must teach here how it must be done

Anyhow.

My another opinion is that its much more common to hit the discussionforums when u want to complain, then when u have a good experience with a service or a product.

 

I am glad to see posts about Dells customer service. Every person I guess will have there own experience but my experience with Dell support was great with my 6000. They overnighted me a keyboard on one occation and they sent a Dell tech out to fix my motherboard on the other more serious one.

 

Yeah, I've also had great service from Dell. I ordered my 1520, and they shipped it out 1.5 weeks earlier than expected (although those dates are usually in the worst case scenario). But other than that, I got a $100 coupon from Dell about the DDR2/GDDR3 mix up, in which I ordered a new mouse, a laptop cool pad, and a laptop lock, which I only had to pay $10 of my own money for, good deal . And then, I was able to get a one of those free remotes which everyone is getting for free which has been shipped to my house!

 

Ive never had a problem with dell the only bad thing I can say about them is the crappy free printer they sent me with one of the 2 pc's I bought from them, other than even it has pretty good, even when dealing with some dell tech in india, lol. I also bought a laptop from them and never had a problem...

 

I too had a good experience with dell with my 1505 (which is now a year old), last month i started suffering from a BSOD error so i called dell and they sent me a mobo, ram, gpu and sent a technician to replace them, but the error persisted so again with just one call they sent me another mobo, LCD and DVD and a technician to my place. But after some time they agreed that they can't solve the problem and are sending me a new 1520 in place of my old notebook with a much better cofig.(see my sig.) and it includes the remote, earbuds.

 

Honestly, most experiences will be fine. Even bad companies, which Dell is not, will have about a 70% satisfaction rate with customer service calls. However, it's not completely surprising that New York State sued them for their customer service or that they had such a bad response to the Consumerist posting. Those experiences do exist and can happen. Nevertheless, it's important to realize that these situations can happen with almost any company depending on the circumstances and particular representative. I am sure that Dell wasn't purposely trying to get a bad cs reputation and that they have taken steps to rectify it. In fact, though my most recent experience was mixed, I have encountered numerous, patient, calm, and helpful Dell cs reps. Their knowledge base on the technical nature of the specs is not amazing but I don't expect a sales rep to know as much as me or a technician.

I wish all of you the best and hope that all of you have great experiences with Dell. I mainly hope that my Spring Green 1720 comes sooner rather than later.

 

I've had both good and bad experiences with Dell, but they're certainly better at CS than HP is!

Crossing my fingers as to whether they fix their foul-up of sending my Vostro 1500 out DHL ground (hasn't hit the shipper yet) when I paid for 2nd day ... I'm not too optomistic right now, since they told me they'd call me AT THE END OF THE BUSINESS DAY tomorrow to update me ... if they don't fix it well before the end of TODAY'S biz day, it's a moot point, and they'll have a very angry customer on their hands.

 

I can understand both sides, my experience was over all positive. But the cs rep i talked to had very poor english, and started every other sentence saying " How do you say.... uhh..." and when she decided to give me a $50 coupon she sounded somewhat dismissive. And after a few days i still didn't have my coupon, and when i called to check the price it was only $3.99 and i got it then. But the next day I did get my $50 coupon, ended up using it for a Zalman cooler and a Kensinton lock. This very easily could have been a terrible experience if i had had to call back and try and explain that to someone who's english was poor. But, from what i can tell, there are only a few that have poor english skills(maybe heavy accent, but good english).

 

Anything I've had to do to my laptop, I have had to do myself.

It got to the point, (before it died completely) that I just skipped over calling tech support, and looked around for the symptoms on this forum or around the internet to diagnose and fix the problem myself.

I read on, geek.com, some tech support person from India said they don't always read from a script.

Well it seemed every time I called, they were going through mundane typical problems that an average to low end user would overlook.

Even after I would tell them I did all that, they'd still insist, sometimes belligerently that I do as they say, usually with thick accents I'd have to try and decipher. And quel suprise the quick fix didn't work.

I'm sure Dell is no worse or better than other big name companies that have the tech support/customer care offices in other countries.

But I just know that if I get another one (which I want to avoid doing) I'll have to take care of any issues (even if they're manufacturing issues Dell has but pretends they don't) myself.

 

Sound card driver went a few weeks ago, and Dell's techie told me to install the new driver, which I did ... low and behold, he sent me the xp driver, and I have vista business. So, we try again with the right driver, but it didn't work. He told me that I had to clear out my bios to get it to work; I admonished him that I had a fingerprint scanner, and he told me to go ahead -- out goes my security settings, and I still haven't got it working right. Had I not used them, I would've found the right driver, installed it, and corrected the problem. Now, I have a big problem thanks to that idiot (for whom other techs have apologized for to me for his idiocy), and I can't use the reader unless I uninstall and reinstall the software and security chip settings, then start EVERYTHING from scratch.

Their general cs is ok (generally), but they have YET to solve a tech problem for me. When they couldn't get my bluetooth to work, I wound up getting a credit, and no bluetooth. (When he tried the bluetooth fixes, I stupidly let him take remote control over my system. The clown actually changed my display and cursor settings, then couldn't remember how to reset them.) I agree with Miss Male's approach now, obviously.

 

i believe its a luck of the draw matter. initially i had thought of buying a 6400 but right at that time they removed the gpu option on the india site. at that time i told the dell rep that i need to think about the deal and inwardly decicding to go for an hp dv6314. however she was pervery persuasive and when she realised i wasnt interested she stopped calling back. but just after this the 1520 was launched and i decided to her on her extension and she gave me a decent deal. all along she had been very helpfu and had called back whenever i reached her voice mail explaining everything patiently.when i finally placed my order and decided to track the order i did encounter a few dell reps whose accent was so thick even i though belonging to india couldn't even get their names right. so i guess it can happen with nebody.