Very unhappy with customer service

I recently purchased a Latitude D820 online, and have thus far been very satisfied with the product itself. I also made the purchase during a $400 off sale (when configured to a certain price). A week later, however, the sale had increased to $500 off, which my laptop (based on configured price) would have also qualified for. I e-mailed Dell customer service to ask about the additional savings, and was very pleased when they promptly credited $100 to my account. So far, so good.

My troubles began when it was decided that adding Computrace (laptop theft protection and recovery) to my order would have been a good idea. (I'll be taking the laptop to college and in that kind of environment, it's better to be safe than sorry). This time, I called customer service about getting the product, and was put through to a service rep in the Phillipines. The woman was, to be perfectly blunt, completely useless. I tried to ask several times whether it was possible to buy Computrace for my recent order, and was never, not once given a direct answer. Instead, she continually inquired about my email address and personal info to "document" the call. In other words, she wanted to have proof that she had been on the phone with a customer so that she can get her pay. My request was a total afterthought.

I went through this process with a total of 3 reps, on 3 different numbers. After each rep was finished documenting my call and had come to the conclusion that they couldn't milk me for anything else, they would give me another 800 number, explicitly promising that this number would handle my request.

On several occasions, I received the impression that these people did not even know what Computrace is. Finally, on the third rep, I basically had to threaten him with never buying another Dell and discouraging my friends to do business with Dell before he finally told me that no, I could not buy Computrace for my computer. I did this as he was in the process of giving me another 800 number to talk to.

The total time on the phone speaking to foreign Dell reps totaled about 45 minutes, all of which were spent going in circles and being manipulated by these reps. I am very displeased with the service at Dell, and this experience will make me think twice before buying another Dell product.

 

wow.. you should give them a prank call and use reverse psychology and try to sell THEM an appel pro mac for an outrageous price haha

 

Heh. That's isn't such a bad idea. Let me get the phone line recorder out.

 

If you dont like having foreign customer service reps, then dont buy from a company that outsources. IF enough people do it, the company will think twice before doing it again.

Everyone thinks " but im only one person "

Following the sheep is easy, following your own path is harder, but more rewarding.