Incompetent Dell Customer Service!

I made a complain last week to Dell customer service for unexpected delay of the M1330 order. I requested an expedited production. But I was unforunately handled by very incompetent customer service staff. Today I received a call from this lady, with very thick Indian accent. I am not a racist, but the way she talks make me feel that she is completely clueless.

 

yup yup yup! has a couple of that with these outsource support call. has 50% friendly and helpful and 50% stuborn and clueless.

 

There are levels that are really not helpful. I don't know why dell would cancel orders without your permission or why some reps like this would tell to you cancel thus giving you 2 months more to wait. You should get a better deal if that was the case.

The Dell order system seems to have favorites with probably by how much they are making off of you, not necessarily by the dates we ordered. I ordered the morning of the 26th, thus I should have been one of the first to go into production...though here I am, still in pre-production with one of my friends who ordered a week after me saying he's in the build stage and multiple people on this forum also in the build stage. The only thing I'm sure of is that in 6 days, I will probably get a message that my order has been delayed until September and won't be delivered until November if I had not changed the shipping location.

Support seems to be the shield for whoever or whatever is actually responsible...I'm starting to believe that the order status system is completely worthless and isn't broadcasting it correctly.

Anyhow, this particular person should be sacked.

 

Patience is a virtue. Either cancel or wait. It's that simple. No need to tell us how dell csr's are bad or incompetent. Tell us something we don't know.

 

I made a complaint because I made the order online. But it was never confirmed after a week, and I had to call multiple times to get it through. By then my shipment has been changed from end Jul to end Aug.

When I ordered, I was under the impression I could get it before the next quarter so I can do my work in it. In my course I need to run Monte Carlo, do programming in Visual C++ and Matlab. Its getting too slow on my 512mb IBM X31. Therefore, the complaint. Not that I am impatient, but I really need that laptop soon. But now I realized its a mistake. These people are just more clueless then I am.

 

Its funny how they begin every sentence with "sir"... I get that too when I call them. It actually gets really annoying after awhile because you don't get the sense that they are being respectful, they're just tacking it on because they're required to.

 

didn't you know? Incompetence is a requirement to work for Dell!

 

Just call them and ask if they can expedite the order.. They may even offer overnight shipping free too.. they did for me since I had to rebuild my order just to add a frig in 11 dollar IR remote. They could not just add it in after the fact. But they said they would try to expedite and overnight for free so if you call, you may be able to get it sooner.

Also be prepared to call several times to get someone that even understands your needs.. If using home user support.. its really pathetic.. but there are some good offshore reps too. From my experience 1 out of 3 is good. So the odds are greater that you will hook up with a clueless rep the first time calling.

I would say that Dell support is much better then many being that they will bend the rules and offer freebies, better shipping etc... Many companies never offer any sort of compromise for customer issues. Some will just let you cancel out without providing any incentive to stay. I can say that Dell is more concerned about customer satisfaction then to just let somebody cancel out without offering some incentives. I think that part of the reason they do this is that they realize there are many problems with the outsourced support and the fact that they created the idea storm web site proves that they want to improve troubled areas. They now provide OS backup on DVD with inspirons and offer options for dell not to load crap ware. I think that these are two strong areas of customer concerns that Dell addressed.

 

You should try to get them to refer to you as something else for fun. Excuse me? Don't call me SIR. Call me Big Papi.

 

My rep told me the other day that they can't do that and haven't done that for anyone (obviously a lie). I think he even laughed a bit at my suggestion. He really came off as not caring in the slightest.

 

Yes you can do whatever you want, just call CustomerCare and ask to be put through the Modification Department - but the rep was talking about how you cannot truly modify the order, just cancel the existing order and create a new one carrying over any discounts that were previously applied even if expired. This would also delay your order, as you would be shoved to the back of the production queue again...

 

Its just a matter of getting thru to the right person. The customer service reps suck period. I documented this in another thread I started.

http://forum.notebookreview.com/showthread.php?t=142440

Once you finally get to a manager you like and get your way, keep thier name and extension number. Whenever there is a problem, question, or concern I always refer to them. Usually if its simple I go through regular customer service, if they start to suck, I ask to be transferred to my manager where I know I will get awnsers.

 

My wife just emailed me to say that someone from Dell wanted to confirm something about my order, blah blah blah...

She ends up saying "You didn't tell me it was $1500!!".

Now... I'm no genius, but who gave these people any authority to speak to anyone other than myself regarding my purchase and the amounts!????

I placed the order, I gave them my credit card number and I have been the only one speaking with them...

 

There are way to many departments that can't do anything but transfer you or send you to the wrong department to begin with. It's also pretty stupid a order can't be modified it has to be completely canceled and reordered.

 

Its true that the US based sales reps cannot expedite etc.. In fact a manager of sales told me that they can't expedite anymore.. So if your agent is from sales.. he is telling the truth. But he should have directed you to support that can. You have to call the outsourced support to have them expedite and offer shipping upgrades. Believe me, if you call a few of them they probably will do it. Especially if you have had any kind of issues that have set you back.. In my case, they gave me the run around to add a 11 dollar remote making me cancel my entire order just to add it in.

 

Have you guys ever worked at a call center?

 

NORMAL Sales Reps cannot expedite your order, true...but you can get your order expedited if you work hard enough at it through CustomerCare and/or special reps

I won't tell you what it's called, because I don't want to start a panic, but you can...

 

Nope. How is it like?

 

I was talking to the call centre guys. In fact, nobody at the call centre will even help me unless I directly phone the guy who is in charge of my order.

 

If I can interject for a moment...and before I do...yes there are some bad CSR's but...

I found out after my ninth cancellation of the same order, its not the Reps that cancel the order. Your order goes through a computer process and when it gets to the build tanle, if one sku is wrong or any given thing is not correct, it rejects and automatically cancels your order.

In a normal dell they might notice this and call you and try and keep your business but, this is anything but normal. Its a hige overdemand for a product right now...they are not losing much in a few thousand cancelled orders, especially when they know this computer blows anything away on the market right now...

I would have hoped more from the Sony series about to come out, but theres not...you will simply pay more for less which means

The M1330 is till the number one kid on the block and has that advantage. Just wait a week or so and see what units sell for through secondary sellers such as ebay; it may be like PS3 or Iphone first day sales...

Supply and demand...

Now as for the 'Modifications department' It does not exist with respect to this particular system and I was unaware of it ever existing. Any modification whatsoever means your order is cancelled and that a new one is placed delaying your date. This is a well established fact that has come into these forums time and time again.

Im only saying this so we will think before we try and modify anything.

As for the gentleman who ordered on the 27th and is now getting screwed over. Know your options and no that certain customer complaints carry much more weight.

For example, a hard copy complaint mailed in carries ten times the weight as an emailed Customer Service complaint. In fact, the mailed in complaint doesnt even go to customer service...

Im as frustrated as all...know prob even more so since my single laptop that I got for 1/2 off in the Mystery Coupon Event has been cancelled 12 times...or is it 14??? I dont remember anymore. Most of them times I had to fight to keep the discount because Reps said "You couldnt of got that at that price".

In the end I still sit most of the day on this..trying to help out everyone and holding on tight to my cancelled invoice that says to me that Dell will one day get this computer to me...

Will I wait...yup.

 

Original poster: I'd check your order status. After she ended THAT conversation with "I'll take ownership of your order" and hangs up on you, I'd worry that she canceled or sabotaged your order. That woman should not be in customer service.

 

The quality of the job is entirely based on the quality of the callers you speak to. Likewise, the quality of the work you do is based entirely on the quality of the callers you speak to.

From the caller's viewpoint, this means that you can expect to get exactly what you give. CSR's don't work for you, they work for the company that employs them.

 

It's funny because when I told them (nicely) how much I was dissatisfied with their customer service they transferred me to the latin america representative. I'm going to talk to a superviser about this.

 

lol owned by dell.

 

Thats the other thing, although most people already know this. When it's clear that you've gone as far as you can with one person, ask for their supervisor. Don't ask too soon, because most CSR's are instructed to only transfer once they;ve exhausted their own resources to overcoming customer dissatisfaction.

 

I don't believe the get what you give thing. I'm always polite on the phone but the call centre guys treat me like they don't care. They don't give anything.

 

After dealing with Virgin Media who USE to provide us with broadband and telephone, I have learnt to always get the advisors':

• full name
• where they are based
• what department they belong to

And from this forum get their extension number. Also whenever you call support, make sure you have a notepad and pen ready to record this information and have it hand to refer to it. If the advisor is subborn / not helpful then the two steps of escalation options I like to consider are:

• Get their supervisor
• Hang up and re-dial to get a new advisor

NEVER SWEAR! I have even recorded telephone conversations for evidence before but make sure it's legal in your country/state and you ask the other person's permission.

If for some reason they can't get their "supervisor" because they are in a meeting then say they can't all be in a meeting.

I have real remorse for using Virgin Media and all I got from a complaint letter is a generic reply saying they will get back to me... which they never have.

I know Virgin is different to Dell but the moral is the same. The amount of times people have transfered me without telling was unbelievable. I even managed to call up another advisor whilst I was put on hold whilst the person went to get their supervisor who was "unavilable" at the time.

I hope you resolve your problem.