OMG dell keeps hanging up on me

i keep trying to call dell to return my sxps 16 and they keep hanging up on me. they have done this 3 times now

im so ripping right now grr anyone else have this issue?

 

How are you starting your conversation with them?
Are you cussing at all?

Or are you being calm and gentle?

 

calm and gentle

 

Maybe it was just an unexpected error in their phone system.

Try the support chat, I always have much better luck in chat than on the phone.
Though I guess you may need to talk to customer service, I don't know if they have a chat for that.

 

Yea, I use Dell Chat. Then I can do more than one thing at a time while I get an issue delt with.

 

It's several hours later now, have you had any resolve??


Cin

 

nope still no resolve im once again on the phone trying to get things resolved ugg

 

alright anyways now that i have some time to type i can tell you guys whats going on.

i call them around 4pm est and for 45 mins kept getting transferred and hung up on. i was hung up on 3 times even though i was very nice to the people explaining my issues with the computer. i called right back after the 3rd time of being hung up on and was transferred properly over to the xps technical support finally. i told the guy my situation and he gave me a number to get threw to them directly. i then went over my issues with him and he agreed that i should be intitled to ether a replacement or refund. i then was transfered over to the return department were they told me they were to charge me 15% restocking fee because the guy that transferred me didn't log anything down properly about my issues. i was then transferred back to the xps tech support and talked with another guy and we ran threw the issues again and i made sure he loged them down. i get transferred back over to the return department and get the same guy.. he keeps telling me the same thing about the restocking fee and that it still applies. i ask to speak with his supervisor and he refuses to connect me over to him saying that he will not be able to help me. he then suggests that i call tech up again and go threw the problems once again at this point im a really upset with dell but im keeping my cool and being nice. i didn't have at that moment to be sitting on the phone for another hour as i had newly expecting parenting classes to attend with my husband.

after i got home i desided to call them at 10pm est and got the run around again. i talked in depth with one of the tech guys and he talked to his supervisor about what to do and he wrote some stuff down to hopefully help my situation with getting a full refund when i call back tomorrow when they are open.


CLIFF NOTES:

*I call dell and get hung up on 3 times with in 45mins
*Finally get threw to XPS tech
*trouble shoot with 2 different people both agree i have a defective unit
* return department wont let me return it with out restocking fee because they state that the techs didn't properly write that the unit is defective.
* return department tells me to call back tech and firth document things that have already been documented twice.
* call up dell when i got home and got the run around again.
* got a hold of a tech that contacted his supervisor and then wrote some stuff on my report to help the return department give me a full refund
* have to call back again tomorrow to try and resolve things again with the return department


TOTAL TIME ON PHONE: 3hrs 30mins


dell is wasting my time...ill never buy another computer from them again!

 

why is my post disappeared from this thread?
this is the 2nd time it haas happened to me.
i hope nbr mods do not put censor down on this forum.

 

You never posted anything here, this thread has not been altered in any way.

UnXpected, i understand how you feel. Its rude to treat a customer like that. Be prepared for possible disappointments when you call them again...

 

I've had the same, I've been hanged up on before by Dell in India, worst thing they ever did and yep they got it alright hammer time.

There are some that are very down right rude, incompetent, act like you owe them a favour and appear to forget whos actually paying their wages. I don't take none of their crap though and why should you anyway.

I hope you get things sorted.

And I also hope Dell executives/employee's browse forums such as this to see exactly how customers get treated - shame on YOU.

 

This is not acceptable at all for XPS support

 

When did you buy the laptop?

This is absolutely appalling and only reinforces my feeling that Dell home support is crap. Whenever I call business they is never any wait and they are always incredibly polite and apologetic. I think it is awful that they are so bad with the consumer support.

 

As far as I'm concerned, it shouldn't be acceptable for standard home Inspiron or Studio support either.

 

Agreed. This isn't just keeping someone on hold or following a step-by-step checklist. Hanging up on customers is totally unacceptable at any level of support and especially[/] unacceptable for XPS support.

 

You can send am email to [email protected] telling ur problems. You will get a call back within 1-2 business with a best offer. I was having trouble with my XPS M1730. Everytime they used to ask me to ship it to depot which I cant. Later I sent an email to that email address. And bingo!
I got a system replacement. So dont worry you will get what you need. Just send an email.

 

lol i bet micheal dell will get a new email if those kind of emails start pouring in but if that's what it takes to get CS, so be it

 

Realistically, it's highly doubtful Michael Dell himself reads those, but probably his administrative secretary.

 

The ones that read those e-mails are an Upper Level of a Executive Management Team. They do respond to them. They do report on all those e-mails, in *team meetings*, so they are not pushed aside.

I sent one to Michael Dell's email regarding how I felt about the pricing, and my concerns on the Adamo 13. It took less then 24 hours and I got a very nice phone call from one of these Management Team Members.

I think most peep's do get good response, and resolve when they use that as a last resort of contact regarding customer service issues, etc.

Cin

 

Your email will not go in vain. The Indian tech team were forcing me to send my XPS to depot but my email changed everything. I got the rig on my signature for free upgrading from 2.4ghz and 87m SLI.