Dell, Dell, Dell...Shame, Shame, Shame

So, I'm in Dell chat at the moment about the headphone noise, and Dell swears up and down that they have never given anyone an express sound card as a fix for the static-y jack issue and now they claim that a technician will be at my house to fix the situation by installing a new motherboard by December 22, 2007.

Riiiiiiight...think I'll just be following the great guides here at NBR.

 

The CSRs that work there are bunch of lying, lazy bums. They even told me that they help multiple users at the same time. Asking repeated questions and having given them the same answers repeatedly. They have poor listening skills, low abilities to understand and troubleshoot, let alone to resolve your issues. And when you catch them lying, and will and do lie all the time, they shut off the message or pretend they didn't lie when it's very documented in your conversation. Do what I do and fillout your chat session satisfaction survey and record everything - I like getting some of them fired.

 

Haha, they have proven to be rather unhelpful. =/

Even the supervisor annoyed me with his lies.

 

A while back I ordered a PS3 60GB from Dell via their webstore, putting it my Dell Preferred account. Not the usual order from Dell, but hey. =P

A few weeks goes by, no shipment yet. Get on the webchat, ask status the status of my order. "On backorder," I'm told. Ok, cool. ETA? Unknown. No biggie.

So I gave it a bit more time. I was browsing their site looking for other Objects of Immediate Affection (aka, stuff that says "buy me now!") when I noticed the PS3 listing vanished from the site altogether. Odd. So I called up... and I'm told it was discontinued as a carried item. No more. I ask about how this affects my order and I'm told "It's still on backorder" Huh? I ask the guy if it's been discontinued, how am I still on backorder. Will I still get the item fulfilled? And he says, "No, it's discontinued. Your item is on backorder."

Needless to say, I cancelled the order. The CSR I spoke to sounded as confused as I was. I also had to e-mail them about three times over the order to get them to cancel it, too, as the guy I talked to didn't cancel it after I called.

Any time I've ever ordered from Dell I've ran into unexpected delays (2 to 4 weeks) or strange customer service.

I'm giving Dell another chance. I ordered a Radeon 3870 for a friend. It's been delayed once now. I'm waiting to see if it happens yet again.

 

The only way for Dell to improve their customer service is for them to employ people in the same country as their customers.

 

Here, here!

 

No company will ever admit to a problem. They can get sued to hell and back again.

They do honestly need to setup support areas in each country for the people. Less chance of a 'language' barriers then. And likely, the CSR's with be more failure with each countries different 'rules' I'll call them. Because right now, everything goes to India so I know.

 

uhh guys...if u want good tech support from dell buy an XPS...the support is always american or canada based...

 

XPS is based locally? That's awesome, wasn't aware of that.

But still not worth the bother. I communicate and ask any CSR as little as possible anyways. Just request my needs/requirements and put an end to the chapter.

Same results for me either way lol. No grubby tech is touching my stuff.. lol

 

I know the Latitudes are US based. Everytime I call, I get Alabama

 

I've owned two inspirons and every single time i call i get a north American,

 

GFGMDFLKGMDFLKGM$#$L#$#@(UNFKL - Go figure..

Now that I can recall, I had an American once myself, but before I could speak he said he couldn't help me because of some law and he quoted some section from this privacy conduct form or something.. I was like "um..k..w.e" then hung up and was like "You stupid ass..". Apparently he brought up the wrong account or something.

 

The XPS support is strictly North American. Much better in my experience too.

 

Does dell have XPS customer care based in the US as well? Every time i've called XPS support and they've had to transfer me to customer care, I always end up getting someone in India who has no clue what the hell is going on.

 

I've spoken to XPS and Business tech support, both of them are based in Ireland (for UK customers), and when you call outside business hours, you get transferred to someone in Canada!

So you always get someone you can actually speak English...well at least in my experience!

 

If I could get CSR that spoke clear English and knew that the hell was going on..I'd be happy..

Actually the English part is good enough for me because I never call them when I have a problem, I only call for them to send a new part about it.