Interesting Article: Dell's New Nightmare Return Process

I've been trying to decide between an m6400, Lenovo W700, and HP 8730w, and saw this today: Dell's New Nightmare Return Process. Scary.

 

Wow, My return process 2 years ago for a battery issue was easy as pie. I do hope that this new process applies only to consumer customers and not business systems.

 

Woah... I hope that this isn't happening to almost everyone..not good.

And, too bad this person cannot be compensated for all the lack of good customer service, wasted energy..he had put into attempting to return his I9 to Dell. It shouldn't be that hard.


Cin

 

The past year support has been getting worse. Lately I've noticed they've adopted a tier support system which should be good in theory. Except I've been kept on the phone for up to 8 hours in a single call without resolution. Even when I call with substantial facts regarding problems I am kept inordinate amounts of time confirming and recomfirming what is apparent to an imbicile.

In addition the pervasiveness of ignorance in this tier model of support is mind numbing. One dell staff may know of the existence of a problem, it may even be documented but they claim that it's the first instance. Then you're handed off to another tech who has apparently no knowledge or time to review what has previously occured, even when they call you back hours later.

 

Hmmm...i'm actually in the same process now but service has been snappy so far. Tech visited me last friday and today i got a notice when my replacement system will be delivered. Not really a return but everything 'till now was handled pretty fast. Did have a lot of issues, more than i'd like but all is taken care of at least

 

Thats nice! I think the Dell Techs do a good job! I didn't get a replacement, like you though...Just my Motherboard replaced.

You got a fast response!

I think there will always be Customer Service issues..and it goes back to the Rep on the other end of the phone, and how they need to be trained to properly treat customers as #1

Some Reps are fantastic..some not even close.

It will always be a *work in progress* for Dell, I fear.

Cin

 

Yup....replacement will be delivered tomorrow...that's 4 business day from tech visit too new system delivery!!
But yeah, issues with support are always there and with every brand too....i think the customer who is calling can definetly make a difference too though.