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    One of Dell's Biggest Problems: Scripted Into A Box

    Discussion in 'Dell' started by FaceOnmars, Sep 6, 2008.

  1. FaceOnmars

    FaceOnmars Newbie

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    <begin rant>

    I have very little problem with Dell outsourcing elements of its customer service overseas, but what seems to have gone astray is any attempt to escalate an issue simply becomes entangled inside their "scripted" response net.

    In other words, it's next to impossible to break out of the scripted reponses which their overseas customer service agents are bound.

    Moreover, where in the heck does one complain about this issue?!? There seems to be zero latitude ... I might as well be talking to robots. This is just unacceptable to me.

    After being dragged along on a delayed Studio notebook, I ultimately canceled the order, but they had shipped out a card separately from the get go. This was part of my initial frustration in that they sent the card prior to letting me know there'd be another long delay ... in essence an attempt to keep me in their court (for god knows how long).

    I told them repeatedly via email I had refused shipment on the card -- never having seen or touched the package (which they could verify via online tracking) -- yet refused to process the refund on my credit card. We went around and around on this ... only to receive canned responses, even after addressing the repeats again and again.

    While the saga is hardly over, it's definitely been an eye opening experience. I had been a loyal Dell customer for over 10 years (2 notebooks + 3 desktops). It would've been my third notebook from Dell, but am VERY pleased with my new MacBook (the actual physical unit and attention to detail is far superior to any previous Dell notebook I've owned).

    <rant over>
     
    FaceOnmars, Sep 6, 2008
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  2. FaceOnmars

    FaceOnmars Newbie

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    I tried repeatedly to give Dell a chance to make it right and reverse the charge. They still deferred back to policy about a longer time frame to process the credit ... even in light of telling them point blank they will lose a customer for life (over $58). They still wouldn't budge. Amazing!

    In the past, I've reversed charges to my clients IMMEDIATELY upon request (or at least the same day). I would've been happy with a 2-3 day time frame from Dell.

    Much to my relief, my credit card company (chase) has granted my dispute!
     
    FaceOnmars, Sep 8, 2008
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