Worst shopping experience ever!

First off I would like to state that it takes a lot to make me create a post like this and after my recent experiences with Dell I've been more than motivated to.
First call I'm on hold for 32 minutes, the only changes to the system I made was an upgrade to the screen and the graphics card. I was quoted for $1599 so I told him I'd have to consider it since I could get a Asus with the same build with 400 more gigs of hard drive space for $150 cheaper. He wouldn't give me any kind of deal which I thought was odd since I've been reading on these forums about all the deals the CSR's have been giving.

Second call I'm on hold for 45 minutes then hung up on.

Third call I'm on hold for 45 minutes, this time I ask for a quote for the same system only I change the build to exclude the graphics card that is $200 more. The CSR quotes the price for $1599. So now it's the same system with a weaker graphics card and the CSR refuses to drop the price any or work out any sort of deal. Then tries to pawn me off to a XPS laptop which is a much a much weaker system. I hang up outraged and insulted.

Fourth call, I'm on hold for yet another 35 minutes. The CSR refuses to give me the price I'm quoted for online which is $1399 or work out any sort of deal and also tries to pawn me off to a XPS laptop. Again insulted. I hang up, go online, make the build and save it to my cart. I can't ring out online due to some technical issue with the shipping not excepting any address I give it as being valid. So I have to call back again, this time with the item saved in my cart quoted for $1399.

Fifthth call, I'm on hold for 1 hour. The CSR goes back over my order that is saved in my cart, but instead of using the item in my cart is secretly creating a new one just copying what my build was. Then takes 30 minutes to get my address accepted and tries to get my credit card number without quoting me the price I am soon to be paying. I stop her there and ask for the price quote so I know I'm bring charged what I'm quoted online. She tells me it's $1599. I'm super outraged. I told her the item in my cart that I'm looking at says $1399 and she refuses to give me the online quoted price saved in my cart. I demand to speak to her supervisor, she tells me that is impossible. I keep demanding to speak to a supervisor because I refused to pay more than I'm quoted for online. She refuses and tries to transfer me to another CSR. I hang up. You can imagine my frustration.

I finally get the stupid online system to accept an address, one that I had already tried. Yay, M15x laptop ordered for $1399+tax.

Sixth call on hold for ten minutes. I'm trying to get a price quote on a laptop graphics card for future purchase since calling is the only way to buy one. CSR puts me on hold for 30 minutes then hangs up on me.

 

1st rule of fight..err dell club: Never try to score a deal with CSR's.

 

i dont think the system will just all of sudden accept it after a number of tries, it's most likely a user error in entering the address on your behalf.

 

Actually I kept trying to input an address and I kept getting back error address does not exist. Then when I clicked the back button on the browser, BAM! there it was in my profile. So no it wasn't a user error.

 

Why on Earth did you go through with the order if you were so outraged? And why call 6 times? Personally if I got service like that I'd take my custom elsewhere.

 

I have to state in my whole life I have never had CS worst than what I had with Dell in trying to replace 2 defective U2410 monitors I bought that were less than a week old and under there advanced premium panel warranty.

I have not made my own post about it, well I did on the Dell forums but it was of course deleted. I do not think I will ever buy anything from Dell again.

Maybe one day this week I'll try to give my full story.

To the OP: I was transferred over 30 times and on hold for more than 3 hours just in two phone calls to return my monitors. Dont feel bad. I actually started logging names of the people I spoke with and the wait time as proof of my horrible CS experience after about the 1 hour mark hit.

And I never got to speak with anybody in America or with an accent I could understand.

 

Actually all the CSR's I spoke with spoke English and had no accents.

 

Wow every time I have called I get the outsourced center why the heck cant I ever get a real person that understands me (and more importantly I can understand them) did you use the support #'s off Dells site?

 

Life goes on. You will forget about the call's when your order gets delayed a month.

 

He was talking to the sales reps...Dell ensures that you can understand everything they say, otherwise they might lose a sale! But once you have your system and need support for it, then they'll put you on the line with whoever; they already have your money.

 

Exactly, I never had a problem with sales but sales cant help me with returns.