I'm fuming at Dell

So before i purchased my laptop, i got my sales rep to gaurentee a price protection for 30 days and today it went down in price so i called him up but he wasnt in.

so i continued to call dell customer service, they asked for my order # , first name, last name all good so then they redirected me to a sales rep.

described the situation then he asked for my order #, first name, last name. apparantly the first name was wrong on their file (despite it not being wrong for the customer service rep) and he wouldnt help me. i personally paid with MY visa under my account. he ended up being rude and actually hung up on me.

so i called dell again and got to customer service rep, he asked for my order #, first name, last name. all clear. i asked to speak to a manager. so he redirected me. then she asked me for order #, first name, last name and it all cleared again.

i ended up complaining and i got some crappy response about how my sales rep will contact me on monday or tuesday.

am i wrong here? i am furious. i am going to call them up again. the thing is, i dont know if i was speaking to a sales rep manager or just some regular old manager.

im fuming, you think they would treat their customers better especially since i just gave them $1000+

 

Did you get it in writing? If not, it doesn't mean a thing...

I would be upset as well.

 

Indeed, a verbal contract isn't worth the paper it's written on.

 

Getting mad and yelling at people on the phone won't help though, just tell them very plainly that you need to talk to someone who can help you. When I was assigned a "Escalations officer" who wasn't at work when I actually needed to talk to him, I just asked for someone else to take over his responsiblities since obviously he wasn't fulfilling them.

 

I agree with the above post. Stay calm and explain the situation to the person who calls you back. Let them know that you chose Dell because of the service and that you will go elsewhere from there on.

Good luck!

 

To be honest, seems like a troll who wants to either start a flamewar or just damage Dell's reputation, and most probably hasn't even bought anything from Dell. Joined on the day of his post, he doesn't have any other posts and doesn't even seem interested in responses (he hasn't been online ever since). Call me silly but that's my 2 cents.

 

You may be right, we do get a fair bit of that in these forums, though I think we can all admit that dealing with some companies can be frustrating & that each persons experience may be different to others.

 

There is no way that a sales rep. would have any clue what the marketing department is going to do in the next 30 days. This would include Dell and probably most if not all companies that are in the retail sales business. I would never try to get a sales person to guarantee a price for a month.

 

Just threaten to return the system and re-purchase with the new price. It's cheaper for Dell just to give you the difference than accept an open box return.

 

He hasn't posted back...spammer.

 

So he posts about his frustration at Dell, and that makes him a spammer?

 

If you look at the greater picture, yes. See my post, he registered on the day of his post, it's his only post on these forums, and he hasn't even logged back ever since. Why would someone make a post on discussion forums without wanting to take part in discussing his issue, defeats the whole purpose of forums. Sure he can be shy or maybe he doesn't care that much, but still... it wouldn't be the first case of trolling and spamming with false experience. I'm not saying Dell is perfect, every company has negative cases of customer service, but this one is rather suspicious.

 

There's plenty of good feedback in this thread. If he really was a "real" person and had a "real" incident, he would have come back by now.

 

Making one post and leaving the discussion alone is not spamming, nor is it trolling in this context. It just means he has nothing new to add to the discussion. I think you guys are getting your definitions mixed up.

 

Indeed, he has nothing new to add because the incident is made up

 

Oh come now, let's not argue over this. Tuwa may be right, Mastershroom may be right. Either way, the poster felt they needed to voice their opinions & experience, this is one of the things the forum is for. There is no need to discuss whether you think it's made up or not.

As I said before, we can all admit that dealing with some companies can be frustrating & that each persons experience may be different to others.

 

Thank you, Fragilexx.

I think Tuwa should brush up on the meaning of "trolling". Trolling means posting something that the majority of a forum disagrees with, just for the sake of making people angry, for the user's own entertainment. Considering this forum primarily exists for discussion of problems regard Dell computers and customer service, this post hardly seems out of line. The scenario, even if it is fake for whatever reason, is perfectly believable and realistic, and I see no way it could really make anyone here angry.

And if he were truly trolling, he would most likely at least want to keep an eye on this thread just to gauge people's outraged reactions and get a laugh. He has not logged in since the day he posted this thread, though.

Anyway, that's as far as I'm going to analyze this thread, and I will assume it's a legitimate complaint until someone can prove otherwise.

Dell customer service people are known for giving conflicting information, often at the expense of the customer. A sad truth, perhaps, but the truth nonetheless.