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    Fun 3+ hour at Dell Customer Serive

    Discussion in 'Dell' started by jak2, Jul 24, 2007.

  1. jak2

    jak2 Notebook Consultant

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    Have any of you been ignored by the customer service manager at dell online chatting system??
     
    jak2, Jul 24, 2007
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  2. Sahin

    Sahin ---------------

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    When I ordered a Desktop system from them it took 6 months to come I called them every time and hey just said nextweek. :confused: :confused: :mad: :mad: :mad: Anyway by the time I got the thing they had Dual COre processors out and my machine had a Pent 4 HT :mad: :mad: :mad: :mad:
     
    Sahin, Jul 24, 2007
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  3. chuck232

    chuck232 Notebook Deity NBR Reviewer

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    It's quite possible that you just got disconnected from the chat system.
     
    chuck232, Jul 24, 2007
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  4. majortom1981

    majortom1981 Notebook Consultant

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    Nope they really do ignore you. The india support really really stinks. Dell is losing customers because of the indian support. i am ready to just get a refund instead of continuing to wait for my delayed replacement because of it.
     
    majortom1981, Jul 24, 2007
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  5. xie

    xie Notebook Consultant

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    I've had it happen, the guy says "Hello" and I reply back, nothing happens for 5 minutes and he says "Are you still there?" even though I was the last to talk.

    Or you just got disconnected. It's a web java chat, it happens. It also doesn't matter what country they're in - as with business we talk to Americans only, and we still get it.
     
    xie, Jul 24, 2007
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  6. Nukey

    Nukey Notebook Consultant

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    I've been disconnected two out of the two times I've chatted with one particular rep.. this was at the Dell Canada Sales Chat. I've never been disconnected from any other rep. I've had a great experience with the Customer Service Chat, however.

    The first time I asked about the specifications of the hard drive, I was disconnected after 10 minutes of silence.
    The second time I went back because I was told to talk to the sales department about the cancellation of my order (they messed up). At first he was borderline rude (I was quite polite the whole time), and then after keeping me waiting in silence for 15 minutes he left the chat.

    I mentioned him specifically when it came time to "give my feedback" in the Dell Chat Survey.
     
    Nukey, Jul 24, 2007
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  7. majortom1981

    majortom1981 Notebook Consultant

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    On the business end I have gotten indians also. The machines on the business end have to be GOLD support to get americans only. Some indians have american names but are still in INdia.
     
    majortom1981, Jul 24, 2007
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  8. xie

    xie Notebook Consultant

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    Well, true - we shell out the money for gold support on everything, because it's worth it for business. You call up, say "this is broken" and get a part/warranty replacement/solution within 5-10 minutes.

    But I'm just saying that the country has nothing to do with it, the chat software is Java (yuck), has to connect to you, to the chat server, and to the user on the other end. There's a lot of points of failure.
     
    xie, Jul 24, 2007
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  9. mtor

    mtor Notebook Deity

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    Holy crap 6 months
     
    mtor, Jul 24, 2007
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  10. Paznos

    Paznos Notebook Consultant

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    The chat system sucks, because if you are disconnected from the chat it doesn't tell you so your there waiting and waiting for them to respond but in reality they've left the chat and are busy not helping other people.
     
    Paznos, Jul 24, 2007
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  11. farelli09

    farelli09 Notebook Evangelist

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    the people on the chat system suck. he didn't even understand the concept of "the automated phone messaging system tells you the exact status of your order". He kept giving me a link to the online page and I kept telling him that "in production" is a general statement (this was yesterday when the automated messaging service was down).
     
    farelli09, Jul 24, 2007
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