I have often (as have all of us, I’m under no grand delusions here) suffered at the hands of the ineptitude of large companies. I understand the rhetoric of the executive class when they say things like “expanding our relationships with small business” and being “customer responsive”. I’ve been there, I’ve written the press releases. I know that nobody at big companies actually mean such hokum.
I have now been attempting to buy a number of DELL 24″ flat-screen monitors for the staff here @ Something Simpler for nearly a month now. My first order was placed via Dell Canada’s web site on January 5th.
Here’s my letter to Dell:
If you’re listening, Dell, which I doubt, my first order, #196489702, was initially delayed for credit card verification, which I provided, and then was spontaneously dropped with no explanation or notification. It wasn’t until I called after two weeks of no word or sign of any shipment that I discovered what had happened (sort of)…
I spent an hour on hold and speaking to a number of service representatives, none of whom could tell me when I could get my monitors from you and thus have my original order filled. I was informed that, even though I had successfully responded to their attempt to confirm my credit card information, the order had been spontaneously cancelled. A kind but hapless customer service rep identifying himself as Amir said that he would call me back in a few hours to let me know when I could get my order re-shipped, and of course he never did. The order had vaporised.
A couple of days later I found a special via RedFlagDeals on similar monitors, and placed an order, #198744807 on 1/22/2008. Today, they finally arrived (or so we thought).
The boxes looked a tad small for 24″ widescreen monitors. It turns our that what arrived today were the correct quantity of eight 20″, not 24″, monitors. Ironically, the waybill which specifically listed the correct model number was tucked in the side of one of the boxes. Are times really that tough for you, Dell? Did you think I wouldn’t notice? So, off to call you (or customer service, at least) again.
First of all, the 1-800 number listed on the Waybill: “ANY QUESTIONS, PLEASE CALL 1-800-847-4096” has been disconnected, or at least is not reachable from the Rogers Wireless network. Once I called their main customer service number, it took ANOTHER hour of talking to three different customer service representatives, sitting on hold, and even being hung up on once by Dell’s IVR system, to get the correct LCD displays shipped to our company. I now have to cool my heels another few days to see just how badly You can mess up my order this time — as far as I know I am still no closer to getting what I ordered way back on January 5th.
I then sent you an email via your web site venting my frustration. I did some search for your executives, hoping to appeal to them directly for assistance, but found them to be very well-insulated from the faceless hordes of your peasant customers — blissfully unaware, in all likelihood, of the misery we suffer at your indifference and scorn. No luck there either, I guess.
So, Dell, I’m sorry … we’re breaking up. I’ve been good to you over the years: I’ve given you lots of spending money, and you’ve given me reasonably high-quality products at generally good prices. When things started going wrong, I tried to reach out to you to tell you how I was feeling, but you didn’t want to listen. I called, I emailed, but all I got were robot responses (and a litany of case and incident numbers). But you lost me on the relationship. Too bad for you… I’m a pretty good guy.
i read all stories
i always thought Dell is the best
but it seems i was wrong
i ordered a laptop Sept 1 and i paid with PayPal
but customer service in dell never verified the transaction
i called dell (or Indian dell or dell India) no one knows what happening
i sent 10 e mails but no one answers
it seems there is chaos there or they make lots of money and do not care
abut customers
i have been trying to find a way and talk to a person in tor onto canada but not success at all
no one really knows what happening in dell Canada (ops Dell india)
parviz .Toronto
Can any please provide a list of Dell executives that is valid for Canada. I tried the link referenced in the May 20/09 posting by Mark but the Dell site states that “The page you requested may no longer exist on Dell.ca” or “The page or file you are looking for has been moved, retired or is no longer available”. It unbelievable once you start looking, how many people have had issues dealing with Dell. I’m in the same situation. Customer Care is non-existant. Has anyone been able to get a favourable resolution to any of there issues by trying to contact someone through the executive offices? Any (and I mean any) help would be greatly appreciated.
I mistakenly made a typo in my email address in the last comment I posted
Here’s a copy of a letter I sent to the above addresses (thanks folks),because I too am tired of feeling scammed, paying for it, and getting no results even after hours of long distance calls.
“After many attempts to find an easy way to contact your customer support, other than via the telephone, which has been done and has not yielded any results, I came across your email address. I assume you can forward this to the correct department.
At least this way I have a record of this attempt to clear up my account. That balances the recordings your phone folks in wherever have of me.
I ordered two dell computers, a couple of years or so ago. I intended to pay for them in full immediately, but this was evidently not understood by your sales department, despite me spending over $100 in long distance bills trying to explain that to them. Fine. I have been paying exhorbitant interest since then, fine.
For reasons of my own, I have recently changed banks.
This too was apparently more than your system could handle.
So I awaited and got your collection call, and informed the nice lady that I wanted to pay the whole thing out in full, immediately, and asking that she send me the balance owing and information on how to do so, via this email address, which Dell has on file as my customer account email address.
That seemed to go well.
I was informed that the balance was only good for ten days. Works for me, I intended to have a cheque off in the mail tonight, on receipt of the email, and I assume that it would take less than ten days to get wherever you deem it should =, anywhere in the world.
Execept no email.
No information.
I assume the long distance phone calls will begin again.
I will not be answering, it costs me more than I am willing to pay for foolishness.
Also, I will not be paying more than the $1008.00 I was quoted on the phone today, even if my cheque arrives in more than ten days, as this is in no way my fault at this point.
Your system is either broken or crooked.
Again, not my fault, and no longer my problem.
Please send me my total owing, and an address I can send a cheque to.
Btw, I am saving this correspondance.
The rest is up to Dell.
I followed several links on your websites, and the ones addressing this concern are all dead links.
It shouldn’t be this hard to be a customer. I have learned my lesson.
It will be easier and cheaper to get my computers elsewhere in the future.”
The suggestion made by Mitch that one could speak with a Canadian by pressing 2 for French is not valid. Dell have contracted out their French Canadian business to Morocco. Try it and be prepared to speak continental French.
At least in the States you get to speak with a Texan. Unfortunately, they can’t take purchase orders from Canada. Dommage.
Dell address
155 Gorden Baker Drive
#501
North york M2H 3N5
e-mails profile for sending:
michael_dell@dell.com
www1.ca.dell.com/content/topics/global.aspx/about_dell/company/leadership/executives
need more help ? send me mail and i will give you the cover page of all executives
I would appreciate the name of the executive for Dell Canada. I am absolutely frustrated as I sit here waiting for a service technician to come and set up my new Dell computer and transfer documents from the old computer to the new one.
It has been 2 weeks since the order was received and I’ve gone through the usual waiting on the phone.
However, today, a tech was to be here at 9 a.m. and it is now close to 10 and not a sighting or a telephone call.
I am now prepared to go after the “big boys” and would appreciate any assistance you can provide me with.
Subj: this is the report i am sending:
Date: 5/17/2009 9:37:32 AM Atlantic Daylight Time
From: Mr dmmccree
To: Caroline_Kennedy@DellTeam.com, Linda_Kelly@Dell.com, michael_dell@dell.com
From: Mrdmmccree@aol.com [mailto:Mrdmmccree@aol.com]
case # 09-39750
ATTENTION : CONSTABLE
Halifax Police Department
I would like to give you this file. The fast version on this matter is: a purchase was made from Dell of a TV and a laptop. Neither was as described and over the cost i agreed to. I had the miss fortune of getting a person, of who described to me, that unless i kept these units that, he would see to it that i would have no product, and be reponsible still for making payments and if i didn’t, it would go to collections. That was october of last year. I had a sever time getting Dell to pick these up. They didn’t want to incure the shipping costs taking them back. The TV arrived and the laptop was several more weeks before it showed, but in that time, i did finally get Dell to pick the TV up. When the laptop arrived, i called this guy for pickup, and this was were this situation got very heated and out of control. He would not make plans to pick the laptop up. It sat here for sometime while he tried to force me to keep this non working laptop. It would not even turn on. Finally, i found their repair department, and they sent a shipping label, and i changed the address to their main office with this guy’s name and address and phone number on it. He was furiated. He was true to his threat. Some how he hid from Dell, despite me having the shipping labels showing products were collected and with them, that indeed i had them. By half way thru December i start getting calls constant from Finance telling me i owe 1800.00 in product. Their records showed i had the TV and laptop. This went to the extreme and to collections. Still they claimed i had the items. They have documents that say i have the TV and the laptop and i all but stole 1800.00 with no intent to pay. This man i had extreme words with, was true to his threat. It wasn’t till i called and established this file with Halifax Police that all of a sudden i have the attention of executive offices, and that they tell me i have the products, dispite the proper return documents showing other wise are in my hands. This was a threat carried out by this one man because we had extreme words with each other. If what they say is true, that they have documents showing i have the products, then they have altered documents. Had this not been a threat, and at a far stretch, might believe it was a mix up. But dispite having all the evidence, they still were having collections calling me every day 5 times a day, relentlessly. This was on going since last october claiming i stole the products worth 1800.00 with no intent to pay. You can imagine how this has effected my life. They had requested i hold back from calling you to investigate, and i agreed.. i think all i did was give them time and chance to find all altered and frauduelent documents and destroy them, so as no one in the Dell organization would go under investigations for fraud. That this was perpertrated very well by one man that brought false info to Dell and its Finance and then to collections. Even as they were collecting data, that was misleading, i still had Dell calling here wanting or being told i needed help in fixing my laptop. So i have a file full of about 175 pages of the REAL documents in this case. This is fraud here. I would now ask, (after they had ample time to make things disappear and appear as correct), that the police give assistance to find these documents that pointed out i had these products. I have all files that are the correct ones, including this man’s threat he would do this. By agreeing to work with Dell, , well they just needed the time to clean there own house up. They would not provide me with copies of their documents that showed i had this TV and this Laptop in my possesion.
mark mccrae
902-457-4268
I can give you Dell on a platter !!
My experience now on going involves fraud.
I have every executives name, email and address for canada. Who wants it ? Subj: this is the report i am sending:
Date: 5/17/2009 9:37:32 AM Atlantic Daylight Time
From: Mr dmmccree
To: Caroline_Kennedy@DellTeam.com, Linda_Kelly@Dell.com, michael_dell@dell.com
From: Mrdmmccree@aol.com [mailto:Mrdmmccree@aol.com]
case # 09-39750
ATTENTION : CONSTABLE
Halifax Police Department
I would like to give you this file. The fast version on this matter is: a purchase was made from Dell of a TV and a laptop. Neither was as described and over the cost i agreed to. I had the miss fortune of getting a person, of who described to me, that unless i kept these units that, he would see to it that i would have no product, and be reponsible still for making payments and if i didn’t, it would go to collections. That was october of last year. I had a sever time getting Dell to pick these up. They didn’t want to incure the shipping costs taking them back. The TV arrived and the laptop was several more weeks before it showed, but in that time, i did finally get Dell to pick the TV up. When the laptop arrived, i called this guy for pickup, and this was were this situation got very heated and out of control. He would not make plans to pick the laptop up. It sat here for sometime while he tried to force me to keep this non working laptop. It would not even turn on. Finally, i found their repair department, and they sent a shipping label, and i changed the address to their main office with this guy’s name and address and phone number on it. He was furiated. He was true to his threat. Some how he hid from Dell, despite me having the shipping labels showing products were collected and with them, that indeed i had them. By half way thru December i start getting calls constant from Finance telling me i owe 1800.00 in product. Their records showed i had the TV and laptop. This went to the extreme and to collections. Still they claimed i had the items. They have documents that say i have the TV and the laptop and i all but stole 1800.00 with no intent to pay. This man i had extreme words with, was true to his threat. It wasn’t till i called and established this file with Halifax Police that all of a sudden i have the attention of executive offices, and that they tell me i have the products, dispite the proper return documents showing other wise are in my hands. This was a threat carried out by this one man because we had extreme words with each other. If what they say is true, that they have documents showing i have the products, then they have altered documents. Had this not been a threat, and at a far stretch, might believe it was a mix up. But dispite having all the evidence, they still were having collections calling me every day 5 times a day, relentlessly. This was on going since last october claiming i stole the products worth 1800.00 with no intent to pay. You can imagine how this has effected my life. They had requested i hold back from calling you to investigate, and i agreed.. i think all i did was give them time and chance to find all altered and frauduelent documents and destroy them, so as no one in the Dell organization would go under investigations for fraud. That this was perpertrated very well by one man that brought false info to Dell and its Finance and then to collections. Even as they were collecting data, that was misleading, i still had Dell calling here wanting or being told i needed help in fixing my laptop. So i have a file full of about 175 pages of the REAL documents in this case. This is fraud here. I would now ask, (after they had ample time to make things disappear and appear as correct), that the police give assistance to find these documents that pointed out i had these products. I have all files that are the correct ones, including this man’s threat he would do this. By agreeing to work with Dell, , well they just needed the time to clean there own house up. They would not provide me with copies of their documents that showed i had this TV and this Laptop in my possesion.
mark mccrae
902-457-4268
Dell is no longer in Edmonton or Ottawa. They closed those award winning Contact Centers to go with lower cost ones in The Philippines and India. Hence the emails from Executive Support bouncing back. I was a Dell employee and make the mistake of buying a TV, I will spare you the details but do know how to get issues resolved. My advise to all is buy HP or something else. I have seen the facilities where the laptops & desktops were assembled in Nashville TN and Round Rock TX. You do not wnat to own one of their products. I never purchased a computer from them.
My case is only at the beginning.
I had ordered an XPS 435 on April 1st before their deadline of April 2nd. They didn’t offer Ultimate Vista 64 in French, but I was hoping it could be changed which I tried on April 2nd to no avail (p.s. in new promotions of the XPS 435, they do offer the Ultimate version). Then we agreed to cancel the order and it was confirmed by e-mail and I can’t access anymore the order number.
When it was cancelled, the lady told me they would give back the money on the Visa card in 2-3 days. I wrote to them again and I have been told that the money is reserved and that they have to issue an invoice with the shipment. I wrote again and they told me that it would be refunded by the end of the week which is 1 week later.
I should have seen the complaints about Dell before ordering. My employer, Hydro-Quebec in Montreal (22,000 employees) had switched to Dell away from HP. A few months later, they cancelled with Dell. I understand now.
I am sure everybody is well intended, but they should empower their employees to resolve issues instead of making surveys about our satisfaction and blaming their front line employees if we are not satisfied. They have an enduring systemic problem.
You can reach me at: appartement.jeanpaulpaquin@gmail.com
I find that I get resolution a bit more easily, if I just press “2” for French. Their call centre is in Ottawa and most everyone there is bilingual. I find Canadians can be a bit easier to deal with, I lose less hair at least.
I’ve been buying Dell gear for more than 10 years. I share many of your frustrations. I currently have a 2 1/2 year old Inspiron 9400 laptop. Well, actually, I’ve had two in that space of time. I have (so far) had 9 or 10 warranty claims. Two failed hard drives. Six power supplies. Six graphic cards. One complete machine replacement.
I used to have contact e-mails for three individuals at Executive Support Services. All three of those addresses bounced today. Their physical address is:
Dell Canada Inc.
151 Karl Clark Road
Edmonton, AB
T6N 1H5
I have a client who has had many orders dropped/cancelled without notice. It turned out that his account was cross-linked to another account. Everytime my client order something, they would check with the other customer, who said that they did not order anything, and the order was cancelled. This went on for YEARS.
But, occassionaly, you do win. For example, my client ordered two widescreen 20″ monitors and four 20″ standard format monitors. The widescreen 20’s never arrived, but he was billed for them. He complained. And eventually got two shipments of two 20″ wide screen monitors. He was only ever billed for one set. Those other monitors are still sitting in his storeroom, six months later. 🙂
Like to say its good to see im not the only one going threw dell hell. I have 3 accounts with Dell Faithfully pay these accounts every month with out fail. Its Friday Feb/06/09 so far i have been on the phone today from 11 am eastern time have been transfered 4 times cut off once and told waiting time will be 10 minutes and after almost 45 minutes i am still on hold finally hung up because i am at work and cannot afford anymore time waiting for them to pick up and tell me the same thing i have already heard on my last 6 or so phone calls.
What i thought was a pretty simple issue is becoming a nightmare in early January 2009 my projector died after calling dell tech support and doing everything they asked of me they determinded it was dead and would send out a new one. Here i sit a month later almost and still no sign of it even being sent out. I have called many times and everytime i get from the dell rep sorry and thank you for you patetience with us and i need to transfer you to a supervisor who then informs me that the order is submitted but waiting approval and that he would do it right away. Funny thing is every time i call i get the exact same response do they rehearse this stuff.
The only thing that has changed so far is the case number which i find very interesting. Why would they change it unless they are trying to cover it up. Must think ppl have nothing better to do but spend hours on the phone and get no where. I believe i found email addresses for some of the excutives and emailed them but have gotten no response so far.So maybe they were fake who knows but at least they were not returned as faiked yet. I think the employee’s of dell are trained not give out anyone’s email or information.They can’t even tell you the head office phone number or address in Canada.
I have spent countless hours on the web to get this info but it is out thier. I wont release any of the email addresses until i know for sure they are legitamate. Anyways i sit here still without my projector still paying my hard earned money to dell and my equipment is dead WAY TO GO DELL NICE WAY OF DOING BUSINESS. I for one well go to the local junkyard for equipment before i deal with dell again. I will also add since it seems i may not get anywhere speaking to dell that if i file papers for small claims court and send them to Dell Canada if this might at least get thier attention. Trust me this is a route i would rather not take but im beginning to think i have no choice in the matter.
I also have had issues with my xps 420 desktop they dont care about that and i also tried to order one of the refurbished tv’s they had online when i submitted the order they called and said sorry thier is no more so we can not ship to you. Isnt this false advertising to some degree when you get a confirmation of an order and they call and say thier is not any i think its bad business.
I will say all i want to hear from Dell is your projector is on its way and that i will get some sort of a credit for not having it for so long.
Just my 2 cents worth.
Yes – please give us an alternate means to complain.
Could some please give me a few e-mail address for Dell executives in Canada, I can not take calls from India any more. Please!
THe 7th of November 2008, I was sent an email offer on a wireless printer for $79.00 I have tried several times to order it only to find out that the offer expired Oct. 11/08. I called Dell to dind out what was going on and so far, 4 times I have been hung up on and then finally transferred to Dell Canada help who is still not better who promised me to connect to customer service. However, like all the rest of you, the number is disconnected. It just doesn’t seem right does it? Good luck to you David. HOe your day in court goes well.
Well I think I can join the club here too. I purchased a Inpsiron 910 (the mini one) from Dell Canada over a month ago. It arrived on the 30th of September. I immediately discovered that the media card was dead. Dell Technical Support had me ship it back to the depot for repair. Eventually after two weeks (its meant to be 3-5 business days) the unit returned with a brand new motherboard and card reader no less?!
All seemed fine but ten days later the SSD drive died. Again I was instructed to send it back to the depot for repair. This was the last chance for Dell.
The unit arrived back to me today with scratches and dents all over the screen and on the base of unit. XP was not re-installed as per the initial unit and none of the bundled software which is part of package was re-installed. I didn’t even get a disk or online link to allow me to install them.
I contacted Support again and have asked for a refund. Of course I can only do that through the Customer Service desk which is open during business hours, my business hours, the sneaky fucks! I’m going to take some of the other posters advice when I tackle them over the phone tomorrow, wish me luck. If it doesn’t go well I’ve already started to fill in a Small Claims notice here in BC. If they cross me, I’ll have my day in court. (Well, one hour! )
I’m having a similar problem to the person above me and it’s really aggravating!
Four days ago I purchased an Inspiron 1525 and financed the purchase through Dell. Shortly after I received several confirmation emails and I noticed that my shipping address was incorrect.
I called in thinking they will just change the shipping address and the problem will be solved. I called the 800 number and ended up on the phone with someone in India that told me I needed to speak with customer service to update the order. This person attempted to transfer but instead hung up on me.
I made my second call I spoke with someone else who told me the first person was incorrect and they could not change the shipping address. Apparently, they can change anything about an order once it has been submitted even if it is 20 minutes after like in my case.
I was then told that I had to cancel my order and I’d then have to go back through the process of applying for credit and purchasing the laptop. I was frustrated and explained how ridiculous it was to me that they didn’t have the ability to modify a postal code on a shipping address but the person brushed me off and said there was nothing they could do. He stated that he had sent a message to the credit department to cancel my order and I’d receive confirmation once it had been completed.
So I was forced to yet again apply for credit and purchase another laptop. This damages your FICO score and I wasn’t very pleased.
Today I received a confirmation email from the finance department on the original order which was incorrect. I promptly called Dell and reached yet another person from India that didn’t have a clue what was happening with my order(s). I informed her that the confirmation email I had received from them today was actually supposed to be cancelled and I didn’t understand why they are confirming rather than cancelling!
Her only response was that it was a technical glitch and she had sent a request to finance to cancel the order. I was quite confused given that the email gave the extension I had called to cancel the order or make modifications (which apparently means cancellation).
I’ve requested a confirmation of the cancellation by tomorrow or I will be calling back to cancel all orders with them. Oddly enough, I purchased a desktop computer from Dell three years ago and was completely satisfied with the quality of the product and also the service.
My initial purchase is the reason I am buying my wife a laptop. I don’t know what has changed in the last three years but it generally doesn’t make good business sense to have your customers frustrated and make them do work in order to BUY YOUR PRODUCTS!
I am sad and glad I am not alone.
My issue is just trying to buy a system.
This was my letter to Dell that the confirmed they just did not care. The cancelled the system which is what I wanted then an individual who was cc on the cancel order was DUMB enough to replace the order, now I have a lime green mouse at my door that the want me to pay for.
I want to take a moment to describe the frustration I experienced today while trying to spend money with your company.
My experience began very positive with an online purchase of a Dell Laptop on October 1st 2008, great website and easy to use! Trouble started when I noticed that a spacial offer on 2Gig processors compared to the 1.86 I had originally ordered would offer me the bigger machine at the same price. I started my call with simplicity in mind thinking I should be able to ask them to change the order to the new model number PC so I could take advantage of the special, order was less then 8hrs old this should not be a problem. If I only knew what I know now I would not of wasted my time and most likely would have been perfectly happy with the smaller processor speed, or more happy then I am now.
I call your toll free and go through your IVR, select 1 for English and 3 for Sales to which I wait on hold for 3 minutes to have my call taken by a call director. I wondered why would a company like Dell have an IVR plus pay for a call director, seems like a waste of money but that’s really not my problem. The Call director then tries to transfer me to sales, first two attempts I am disconnected so I think phone issues and maybe that’s why the IVR is not working. I am glad to say I was transferred successfully on the third attempt, I get to talk to gentlemen with a thick accent who I give my PO# too and explain what I would like to do, he mumbles something and states I need to speak with online support which before I realize it I am hearing hold music then get an auto msg thanking me for calling but the office is now closed and when I can call back.That needless to say did not sit well with me so I call back to a call director and again am cut off during transfer to sales to which on the next call when the director answers the phone I ask to speak with a supervisor which I was denied flat out and told I need to go to customer service but surprisingly I get connected to sales.
I speak again with a thick accented agent who’s name is Kirn who I respectfully ask for a supervisor to which I am question as to why? I completely understand his position and need to know so he is given a quick explanation of why. He proceeds to tell me I need to speak with customer service to make changes to my order (first time I was told customer service needed to make the change) in which I replied actually no I want a supervisor right now, not getting a supervisor is my main problem and not the order change which really at this time will be an order cancel. He asked me to hold and returned about 4 minutes letter explaining that the supervisor was too busy to speak with me and he will connect me to customer service to cancel the order. At this point I gave up and said fine and was placed again on hold for about 5 minutes when Kirn returned he advised he would be looking after the cancellation instead of having me transferred again, (this was the first an only empathy I received as a customer at your organization), I wait on hold for approximately 4 minutes for his return where he stated the order was cancelled. I asked if both orders were cancelled in which there was a slight pause before he replied yes, yes I will make sure all orders are cancelled. I could have made an issue of this because I really do not believe the second and possibly even the first order is cancelled but I am 55 minutes into a conversation I though would take me 9 minutes and want off. In closing I ask for his name which he gave and then I asked for the supervisors name who could not talk with me in which he responded yes I will get you is name and contact information right away which I am also sure I heard him laugh as he hit the release button on his phone.
You are a computer giant competing for consumer business from other computer giants. Your outsourced sales team may lead to your demise! You invest large amounts of dollars developing a great product, hours negotiating prices for parts and shipping to keep the cost down, the advertising and websites to make me want to buy then you lose the sale at the very last stage, that can destroy a business! Customers will put up with a lot once they own something, really you have them trapped with little option other then to continue calling back for support regardless. As well those same customers will buy your product again because they forget experience as soon as their attention is on price which are often unbeatable combined with great marketing. If you make it close to impossible or too frustrating to make the sale you will not continue as a dominant force in the home market.
I thank you for your time and the years service I have received from my prior Dell products, unfortunately the laptop I buy next week will not be Dell.
I have had similar horror stories. I purchased my first DELL XPS in June 2007, told I would have it in a month – received it four months later!! The XPS completely crashed in December, my busiest time of year. My hard drive was not recoverable and after one month of sending it back and forth, having a tech come here to fix it did I finally get a new XPS where I spent the next month reloading all of my software – at least then the call center was in North America.
Now eight months later my replacement Dell XPS which was brand new has crashed the same way my first one did. Great. Now I can’t get any help, I was told I was getting a box to ship it back – still waiting – been over a week. I get no support or assistance from the call center in INDIA, they don’t care and usually hang up on me when they don’t feel like listening anymore or they do the transfer. I have been on the phone for two hours to try to get this situation somewhat resolved and was transferred 6 times, to end up where i started.
To make matters worse, my DELL printer which can only take DELL ink that can only be bought through DELL online has been out of ink for two weeks. I ordered the ink on September 25th, my order was processed and I had not received it by the end of last week now I am completely out of ink and running a business. I checked my order status and the ink is out of stock, not available until October 15th!! That is great, you make me buy ink from you but you have it out of stock for over a month, making my printer completely useless. I guess it doesn’t matter b/c my DELL XPS computer doesn’t work either. IF YOU ARE BUYING A NEW COMPUTER I BEG OF YOU TO NOT BUY DELL, IT HAS BEEN THE WORSE, STRESSFUL SITUATION OF MY LIFE AND THEY DON’T HAVE A CLUE B/C THEY PROVIDE NO LEGITIMATE MEANS FOR COMPLAINT. I CANNOT BELIEVE THAT THERE IS A CORPORATION RUNNING ITSELF LIKE THIS IN NORTH AMERICA AND THAT THEY ARE GETTING AWAY WITH TREATING HARD WORKING CONSUMERS THIS WAY.
Trying to find a site that has recent posts.
I CAN HONESTLY SAY THAT I HAVE NEVER, EVER, EVER, IN ALL MY ALMOST 52 YEARS EVER ENCOUNTERED SUCH A HORRIBLE COMPANY OR NIGHTMARISH CUSTOMER SERVICE IN MY LIFE – DELL FROM HELL, IS AN UNDERSTATEMENT.
I PAID GOOD MONEY, ABOUT $3500 ABOUT TWO YEARS AGO FOR AN XPS. PROBLEMS ALMOST RIGHT AFTER MY PURCHASE – EXTENDED WARRANT – IS LAUGHABLE, LAUGHABLE, LAUGHABLE. THEY SHOULD EXPLAIN WHAT Y O U YOURSELF HAVE TO GO THROUGH TO GET RESOLUTION, SERVICE FOR A PROBLEM. YOU HAVE TO TROUBLESHOOT, TAKE YOUR COMPUTER APART, REINSTALL, REFORMAT, YOU NAME IT, THEY TRY TO GET YOU TO DO THIS KIND OF STUFF, BEFORE THEY DECIDE, OKAY, WE NEED TO SEND A TECH OUT – AND THAT’S THE ONLY DECENT THING I CAN SAY – AND THAT IS THAT THE FELLOW WHO HAS VISITED ME AT LEAST SIX TIMES NOW, FROM CAMBRIDGE, ONTARIO IS A REAL GEM. COULDN’T ASK FOR SOMEONE MORE PERSONABLE, CUSTOMER-ORIENTATED – NOW HERE IS SOMEONE THAT DELL SHOULD BE HIRING THEMSELVES, NOT THE CONSTANT SUPPLY OF – I DON’T EVEN KNOW WHAT TO CALL THEM, AND I DON’T MEAN TO BE PREJUDICIAL, BUT IT’S REALLY HARD TO TALK TO SOMEONE WHO DOESN’T SPEAK GOOD ENGLISH, IS HARD TO UNDERSTAND. I WILL SAY, THAT SOME, (NOT ALL) HAVE BEEN ANGELS, AND HOW I PITY WHAT THEY MUST GO THROUGH.
BUT BACK TO SOME OF MY STORY. SINGLE MOM, 17 YEAR OLD SON, GRADE 12, WE ALSO HAVE A LAPTOP, AND AT LEAST I KNEW BETTER WHEN I WAS SHOPPING NOT TO BUY THAT FROM DELL. NOT AFTER MY FIRST PURCHASE. PLEASE DON’T BUY FROM DELL. IT IS NOT WORTH IT, NOT WORTH IT, NOT WORTH IT, NOT WORTH IT – IF YOU HAVE ANYTHING GO WRONG, YOU MIGHT END UP ON THE WORST ROLLER COASTER RIDE OF YOUR LIFE WITH DELL.
MY HARD DRIVE WENT (looked into what kind of quality control Dell had – apparently none, order cheap, and what they had initially supplied in a top of the line XPS at that time was a hard drive that had a 40% fail rate. So, lucky me, I ended up with one that failed short after I received my “wonderful new “DELL FROM HELL XPS computer”.
I’m trying to keep this short – but they made me reformat twice, and I had to reinstall all my programs, and updates, hours upon hours upon hours of work and phone calls, run around, wrong numbers – only the usual of what you read from other people’s complaints.
I went with a floppy as well on the XPS, because I have some old stuff I want to access, and it’s on floppies. CD Rom burner, replaced, floppy replaced, power supply replaced.
Okay single mom – type transcripts at home for the courthouse – govt. Transcripts are most of my bread and butter, and I work long hard ours, I need a dependable computer. We went digital, so I download digital audio files to transcribe from now.
I’m trying, really trying to make a long story as short as possible, – oh how I wish, there was no story to tell with Dell!
After about 6 visits by the tech, he says Dell should just replace my unit. Makes a call, and gets approval. I’m told two weeks.
Hmm, well that was around Aug 23rd, just as I go on holidays for a week, where I will be typing a 3 week trial transcript and come home on the 21st to find, my computer makes a wierd noise, and I can’t work.
Two weeks! Hmm, I wait a week and half, decide to follow up, not yet. Two weeks come and go – oh I get an email with return shipping information and what to do – how I wish I could just return everything and get my money back and go shopping and purchase new elsewhere. Anywhere but Dell, anywhere but Dell, surely would be better. My local PC guy sounds real good about now. (Matter of fact where I got my laptop from). Too bad Dell you lost that purchase, and the purchase for university next year for my son – it sure as hell will never be from Dell, ever, ever, ever again. You’d have to offer it to me for free, and then I’m still not sure I’d want it – because I might get a lemon and the headaches that go with it. I’d be better off to take my chances with anyone, anyone else, but you Dell – Hell yes.
So, I keep contacting Dell, to follow up, and about 3 weeks after the initial okay, we’re going to replace your tower unit with a new one, am I then given for the first time an “order number”.
I call, and am told to call “Purolator” – they actually give me a Purolator number, when they use UPS – but that was my luck that day to whom I had spoken with. I assumed maybe it had been shipped and was waiting for me to pick it up.
WRONG, WRONG, WRONG – IT’S STILL IN PRODUCTION – SIX WEEKS GOING TO 2 MONTHS NOW, I AM STILL WORKING TEMPORARILY ON A LAPTOP THAT I SHARE WITH MY SON – GRADE 12 HIGH SCHOOL – LOTS OF HOMEWORK. NOW DELL IS AFFECTING MY BUSINESS, MY PRODUCTIVITY. THE LAPTOP IS FULL (DIGITAL FILES), I have no option, have to remove files so I have space.
AM TOLD THERE’S A SHORTAGE OF COMPONENTS.
FINALLY, FINALLY, CALL TONIGHT, BECAUSE EMAILS GET SENT, THAT YES, MY MESSAGE WILL GO TO THE SUPERVISOR, AND THEY WILL CALL ME, …. BUT THEN NO ONE CALLS.
SO TONIGHT, ANOTHER GOOD HOUR (OF MY VALUABLE TIME) – DON’T EVEN ASK ME HOW MANY HOURS UPON HOURS I’VE SPENT OF MY TIME ON THE PHONE WITH DELL OVER THE PAST TWO YEARS – YOU REALLY DON’T WANT TO KNOW – WISH I COULD BILL DELL FOR MY TIME – THOUGH.
I YELL, I SCREAM, FOR THE PERSON TO PUT ME THROUGH TO A SUPERVISOR. FIRST TIME, ON HOLD FOR TEN MINUTES, NO ONE CHECKS BACK AT ALL. I DON’T WANT TO CONTINUE TO LISTEN TO MUSIC, BECAUSE LAST TIME I STUPIDLY WAITED FOR 30-45 MINUTES, BEFORE I HUNG UP TO MAKE MY SECOND CALL TONIGHT.
YELL, SCREAM, SPEAK TO SOMEONE NOW, SUPERVISOR. I GET ONE, YELL, SCREAM, TO SPEAK TO HER SUPERVISOR, MANAGER, …. IT TAKES SOME DOING, BUT FINALLY SHE GIVES ME ‘MICHELLE”, WHO IS MENTIONED ON ANOTHER GOOGLE LINK – HMM, WONDER IF ITS THE SAME MICHELLE – I THINK IT WAS ANOTHER CANADIAN CUSTOMER – WHO KNOWS.
ASK FOR AN EMAIL, NUMBER, – NOT VERY FORTHCOMING, BUT BY THE END OF THE CONVERSATION I HAVE BOTH – HOPEFULLY THEY WORK, SHE GAVE THEM SO FAST, – NO, IT WON’T BE 3 MONTHS.
I JUST WANT SOMEBODY TO STAY ON TOP OF MY FILE AND PROBLEM. NOTHING I CAN DO BUT WAIT. LET’S HOPE IT’S NOT 6 MONTHS.
IF I WAS DIVORCED FROM DELL, I WOULD NEVER WANT TO REMARRY, I’D TURN TO ANOTHER ORIENTATION FIRST – SERIOUSLY, AND NO DISRESPECT, BUT THAT’S HOW ADVERSE I AM TO DELL AND THEIR “WONDERFUL CUSTOMER SERVICE”.
I’M THE CUSTOMER, BUT THEY DON’T SEEM TO UNDERSTAND AND KNOW WHAT A “CUSOMER” is anymore. You’re basically screwed if you end up with a problem with your desktop, or laptop and you have to connect with dell.
PLEASE DON’T BUY FROM THEM, PLEASE DON’T TAKE THE CHANCE WITH THEM – IT’S WORTH IT TO SPEND A LITTLE MORE WITH SOMEONE ELSE, BECAUSE I CAN GUARANTEE, IF YOU SHOULD HAVE ANY PROBLEMS, YOU CAN’T POSSIBLY GO THROUGH THE KIND OF “HELL” YOU GO THROUGH WITH DELL.
LOST TIME, YOUR OWN, BATTLES ON THE PHONE, AND JUST TRYING TO FIND THE RIGHT PERSON TO TALK TO, TO HELP.
SO, PLEASE PRAY FOR ME THAT MICHELLE WILL KEEP TRACK OF WHAT’S HAPPENING WITH MY REPLACEMENT ORDER. HOW THEY CAN LET A CUSTOMER WHO WORKS FROM HOME, HAS A BUSINESS, TAKE THEIR MONEY, AND THEN LET THEM BE WITHOUT A COMPUTER FOR TWO MONTHS, IS BEYOND ME. APPARENTLY I’M GETTING AN “UPGRADE TO AN XPS 630 FROM AND XPS 600 WHICH ISN’T MADE ANY MORE. WHOOPDY DOO!
COULDN’T TELL ME IF I MIGHT BE PUSHED A LITTLE FURTHER UP THE LIST THAN A CUSTOMER WHO IS WAITING FOR THEIR FIRST XPS – I ONLY PAID FOR MINE OVER TWO YEARS AGO, BUT AM GOING ON NOTHING NOW FOR 2 MONTHS! PITY THE FIRST TIME XPS CUSTOMERS – HOPE THEY DON’T HAVE PROBLEMS, BECAUSE THEY’LL BE JOINING THE REST OF THE DELL FROM HELL HORROR STORIES.
BECAUSE IF YOU HAVE ANY PROBLEMS WITH DELL, IT’S A NIGHTMARE, A NIGHTMARE, A NIGHTMARE.
AND OH, IF ANYONE FROM DELL IS SURFING THE NET FOR PROBLEMS, PLEASE FEEL FREE TO LOOK INTO MY PROBLEM – ANY HELP WOULD BE APPRECIATED.
BETTER YET, JUST SEND ME MY MONEY BACK, I’D BE HAPPY TO GO SHOPPING AT MY LOCAL PC GUY’S PLACE. IT’LL BE A LOT CHEAPER, HE’S LOCAL, AND HE’LL SERVICE ME PROMPTLY.
DELL SUCKS, AND SAYING DELL IS FROM HELL, AREN’T EVEN ADEQUATE TO TRULY DESCRIBE WHAT CAN HAPPEN TO A “CUSTOMER”, BECAUSE THEY SIMPLY DON’T CARE ABOUT THEIR CUSTOMERS AND THEIR PROBLEMS. THEY TAKE YOUR MONEY AND THEN IT REALLY DEPENDS WHICH WAY THE BALL BOUNCES, YOU EITHER END UP WITH A UNIT WITH NO PROBLEMS, OR YOU START THE NIGHTMARE WITH DELL.
OH, MY WARRANTY – HAHAHA IS GOOD TILL 2009!
WHAT A JOKE. DELL, I THINK IS GOING TO GO SLOWLY DOWN THE TUBES. WATCH AND SEE.
HAD ENOUGH, MUCH MORE I COULD SHARE, BUT JUST TRUST ME, AND TAKE MY WORD FOR IT. NOT WORTH DEALING WITH THIS COMPANY – D O N O T D E A L W I T H D E L L – BEST PIECE ADVISE ANYONE CAN GIVE YOU. DON’T RUN THE RISK OF HAVING PROBLEMS. – KNOWING THEY PUT IN A HARD DRIVE THAT HAS A 40% FAILURE RATE – SAYS IT ALL – HOW THEY REALLY CARE ABOUT THEIR CUSTOMERS – WHAT COMPANY IN GOOD CONSCIENCE WOULD DO THAT THAT SUPPOSEDLY WANT TO MAINTAIN A GOOD REPUTATION IN THE PUBLIC’S EYE????
POOR, POOR DECISION MAKING AND MANAGEMENT. THEY DON’T UNDERSTAND WHAT CUSTOMERS WANT, NEED, EXPECT, – THEY JUST DON’T DELIVER WHAT THEY LEAD YOU TO BELIEVE THE NAME “DELL” MAY HAVE ONCE REPRESENTED – BUT I PERSONALLY, HAVE NEVER EXPERIENCED IT.
ISABEL HORVATH
Hi Isabel and to all people on Here.
I read through some of the stories and for a second I was believing them and feeling sorry, some I even wanted to help out in some cases. However when I pulled up the notes on the system no one ever talks about what dell provided to correct the situation or go over and beyond.
Yes it is true all big companies will have faults and create difficult situations with their customers search hp search IBM search Acer and all will have some sort of complaint site. Though no one ever talks about how companies fix problems I am not sure why Isabel didn’t comment or talk about what Dell provided her with for her time.
I will always do business with companies that are willing to fix their problems and go above the call of duty. I had a problem with sears and yes I had to deal with numerous reps and spend time on the phone but at the end of the day they fixed my problem.
Show me one company that has a hold time of 1 minute and a rep that can solve all problems without a hold time or without being transfer. Oh yeah almost forgot a company that has call centre in Canada. There isn’t one and for someone to thing that there is a magic company out there that is always going to get everything right and be your best friend think again. Stick with the ones that do want and will fix their problems.
Let me add my sad tale of woe to the above posts.
I purchased a laptop in August 2008. Was quite happy with the service, the people were friendly, the price was good, no worries.
I started getting calls from Bell Canada about my Sympatico account, which I do not have, never have had.
I spent ridiculous amounts of time on various 1-800 runaround numbers to ensure that I was not going to be charged somewhere down the road for something I did not have, nor order.
I even received a modem in the mail, which still sits in my garage – I DID give them the chance to not waste their resources by sending it to me, so there it shall stay.
Today I received a notice from Dell confirming my registration with Bell Sympatico “as per our telephone conversation”, including the information that they have passed on my credit card information to Bell, again supposedly as per our agreement.
WE HAD NO SUCH AGREEMENT! The fact that Dell is passing on confidential credit card information is at the LEAST immoral, and at the wort illegal.
The first three months were supposed to be free, with charges commencing on the 4th month, unless Bell was notified in the 2nd month to cancel the service, at least that was clear…as mud!
I spoke to Dell, was told they could not do anything about the account (big surprise) but to call Bell. I was sooo looking forward to that considering my past experience with them, but spoke to someone in the cancellation department who assured me the service was cancelled.
I have a cancellation number, but it remains to be seen if they actually try to get at my account or not. I have pretty much decided I need to go to the bank and change my credit card number just to avoid any hassles, and isn’t that just what I want to be doing with my time?
I plan on investigating to see whom this abuse of credit information can be reported to so that they can be if not held accountable, at least to be investigated as to their practices of passing out priviliedged iformation.
I think this situation is quite disgusting.
I’ve now phoned DELL technical support 19 times. I’ve been patronized and lied too. I’ve lost literally at least 80 hours of my time dealing with my computer issues which aren’t very clear, but I’m constantly plagued with weird messages, glitches and problems. I’ve tested my hard drive I don’t know how many times, I’ve returned my computer to factory settings and had to reload and reconfigure all of my software only to still be faced with problems.
The latest message tonight says it’s a computer hardware problem. I’ve been lied to by managers saying they will phone me back after they arrange service for someone to come to my home to investigate the hardware further and no one phones me back.
I filed a complaint with customer service only to learn that they only accept it as feedback.
I’ve screamed profanities at the technicians demanding to speak to managers and get no where. Half of the time they ignore my request and keep talking.
I finally had my husband speak to the manager the other day because I just couldn’t do it anymore.
The manager promised a call back within 24-48 hours. It’s been 50 hours and when I phoned tonight to report yet another error message and to file complaint that no-one phoned me back the technician wanted to waste my time checking my hard drive yet again and never put me through to a manager even though I demanded it 10 times (and swore at her – I’m not the swearing kind).
This technician had the nerve to tell me that it’s 48 business hours. I laughed in her face and told her no-one talks that way! 24-48 hours means 1-2 days. It’s utterly ridiculous that these people (all of them) could be so morally bankrupt. Are they all being trained to “screw the customer?” I just don’t get it! And to be LIED to not once but on at least 5 occassions where I am told that the manager will personally phone me back to either a) ensure that my computer is now working okay (this happened more than once) b) to complete the next steps of a very complicated process which left me hanging after 7 hours while some process ran and on hold for 2 waiting for technical support to complete because no one ever phoned me back like they said they would at 8:30 – I was up until 1:00 am that night! c) that someone would phone me back to arrange a time for a service call (this has happened twice now)!
So I just don’t know what else to do but evidently this has gone to the escalation team.
Any suggestions appreciated.
Same situation here, had ordered a refurb 32″ tv, found out that the warranty was only 14 days. I called to cancel the order, they had said it already shipped (the next day, that was fast I thought), they offered me a 50.00 credit to keep it, I figured ok, its a good deal. I got the tv, worked fine, got the invoice, no credit on it. I called and was told they were going to mail me a coupon for a fututre purchase. Brutal – long and short of it I told them they can have the tv back, they agreed, no restocking and sent out a UPS label for me. I shipped it, they rec’d on Aug 15th. I still have not received a refund. After spending nearly 6 hours of my time on the phone with their call center I find out YESTERDAY that the delay is because the TV is damaged! I was essentially accused of opening the front panel of the TV…which is bunk. I sent it the same way it was packaged, it was either received damaged (they should be dealing with UPS) or they damaged it in their warehouse…seeing as how they have had it longer than I did. And why wasn’t I told that immediately. I honestly think they are making up excuses.
I managed to get an email for a ‘manager’ who refuses to respond and was actually able to get to his voicemail, but to no avail as he doesn’t answer that either.
Dell = worst company to do business with ever. I have never been more upset with a retailer in my life.
Again, all of this could have been avoided if they followed through on a measley 50.00 rebate that was offered. It probably cost them more to have it sent back to them. Its about to cost them even more as my cc company and the better business bureau is about to get involved.
Dell India not Dell Canada,the nightmare continues.
I am so dissapointed to read that so many others have had the same bad experiences with this company as I have. My father bought my younger sister and I Dell Inspiron 1525’s for our christmas gift and upon start up my laptop had issues, my first phone call to Dell was December 31st and since I have returned it to the depot two times and have been in constant contact with every dell call center around the world I swear and have yet to have any sort of quality customer service I have dozens of emails back and forth and no resolutions I have barely been able to use this laptop and it has almost been a year now and of course my warranty is going to run out and Dell will do nothing for me, I will never buy dell again nor will any of my family members,friends or co -workers
This is the product/service you get when the call center is in India (cheap labor) and the products are shipped from Canada….a lot of companies are doing this to reduce overhead – the end user pays for the difference…
Wow! I thought it was transparent that if you wanted a Dell you would be calling Austin and speaking at near terms with cowboys (Indian cowboys sometimes, but hey) who care about computers that rock.
Why is there any question that you would file with the RCMP against Dell NA (Dell North Passage, whatever; I understand the officers pick from fraud charges and riding in with vinyl-shot guns, cobras and zip-ties) whose exec will be fingered as sure as _Jigoku Shoujo_ is watchable.
Hi Diane
I would prefer not to give out the number for Madeline just because it is her own phoneline and she was very helpful in resolving my issue – plus, because I requested for someone to phone me back, she had time to look over my case. Anyways, I suggest you do what I did and ask the manager at customer service to have someone from executive support phone you back – they’ll put in the request and you should hear back within 24-72 hrs! Good luck
Vicki
I take over from Vicky. Do you have the email/number for Michelle and/or Dell Canada Executive Support? I have been trying to reach them for a faulty motherboard from a Dimension model and I cannot get through to them. Your help would be appreciated.
Diane
nevermind about the phone number. I phoned back to customer service and talked to the manager (who repeated the same thing as Jennifer) and then requested to be in contact with the escalation department – to which she said that my case was already escalated but she would get someone from the Executive Support office to phone me and that it would take 24-72 hours. This is EXACTLY what I was looking for but the fact it had to take THIS long and for me to actually request it is ridiculous. I innocently asked her when Jennifer never provided this callback option when I asked for an alternative to taking back my laptop and the manager made some bureaucratic excuse about Head Office not getting back about my case (which Jennifer had repeated told me was denied) – But no point in furthering something so I accepted that reason.
I got a phone call the next day from Madeline – I missed her phone call and had to phone her back and it was answered promptly by her. She was confused by my profile notes and was like “So, do you have a laptop at all now?” – more bad communication, Dell does not even know if they picked up my laptop or not. Regardless, it took me 5 minutes on hold for her to get me an authorization number, and 2 minutes on the phone with her and the situation was resolved. So easy. Madeline was very quick to resolve my situation but did not actually apologize or provide reason/compensation/follow up for this mess. So I took the opportunity to express my dissatisfaction with the lack of communication in customer service/technical support/shipping, and also Dell’s poor supply chain management. To which, she apologized for and said she knew. And that was our conversation.
Hopefully, all is well and I will be credited the money in the next week. But its not done until its done. Lesson to all, just ask for someone from executive support to contact you and they will be MUCH MUCH MUCH MUCH more helpful.
Cheers!
Hey Ian
Do you have the email/number for Michelle and/or Dell Canada Executive Support?
It has been a nightmare with my XPS M1330. I originally purchased it in December and upon arrival, was not happy with the build quality (the base was wobbly, keyboard was uneven, loose hinge, high pitched noise, etc). So after trying to stick it out for a week, I phoned in requesting an exchange. I received the exchange laptop two weeks later and not only were the same problems present, the build quality was even worse with a more wobbly base, more uneven keyboard, really high pitched noise, AND a small crack on the cover.
No way was I going to keep the second laptop. I phoned in once again asking for a return (prior to the 30 day period) and was told by the rep that it was all good to go and to wait for a UPS shipping label by email. No label was sent so I phoned a few days after asking for it (this is now past the 30 day period) and was told there was NO RECORD of my previous phone call about a return and that they could not return my laptop because it was over 30 days! Because of a technical/communication/whatever error with this rep, I am stuck with this mess. Bill and Jenn, the supervisor sent in a request for my return to head office. I received a phone call from Dell the next day and they wanted to arrange for shipping for both laptops (I assume my issue was resolved). I phone in again to make sure that I would be getting my money back and the Rep was useless and only recorded my concerns. Today, I receive a phone call asking to confirm my shipping address because they need to return the (2nd) laptop because its past 30 days. What a shock. So I phoned in again and was connected to Jennifer again and this is when I find out the request to Head Office has been DENIED (that and their promise to phone me the minute they heard back from HO was obviously not kept). Now not only is it Dell’s problem that my call was not logged, I am not able to get my money credited because I decided to phone in a few days after to double check my return status! If only I asked for a reference number when I talked to that rep but I have no “proof” unfortunately. I spent a good 45 minutes on the phone and the only message I got from Jennifer was:
1. There’s nothing I can do.
2. You can MAIL head office if you want to talk to them
3. It’s your laptop now. Deal with it.
4. There’s nothing I can do.
5. You’re not getting your money back.
6. There’s nothing I can do.
How disappointing. I am so frustrated right now with the lack of communication within Dell’s customer support and their lack of initiative and ownership to resolve this issue. I don’t know what to do now. I am so intent on not having this laptop that I ordered the Thinkpad T61 right after I was told I could return the XPS. And this is the mess I’m in now.
Rest assure, this story will not be kept quiet. Fortunately, I have a large enough network that this will cost Dell a lot of costumers. On top of that, they want to spend the money to ship back the second laptop but won’t deal with this return!!! UGH
After this post, I received an email from the Dell Canada Executive Support Office, where a woman named Michelle pleasantly expedited our corrected shipment. We received our 24″ monitors on Tuesday and I thought it was over — I thought wrong!
Today I received a call from the Dell Canada shipping centre.. and subsequently sent Michelle the following email:
“MIchelle;
Indeed, we received our 24″ monitors. The nightmare continues, however.
Today I received a call from JEFF at the Dell Canada Returns Dept. accusing us of returning 8 – 20″ monitors instead of the 8 – 24″ monitors that he was expecting. First of all, if he’d been expecting 24″ monitors then we’d have ha no reason to return them, since that’s what we ordered. Second, since when we called in to RMA the 20″ monitors which Dell shipped us by mistake, why wasn’t this noted in the RMA? Third, where does Jeff suppose I might obtain 8 ell 20″ monitors, brand new, in order to send to him?
Jeff’s number is 1-800-387-5752 ext. 5532. I will not be calling him back — I expect you can deal with it.
Seriously — what is wrong with your company that so many mistakes can be made in a single order?
WIth all of the phone calls, extra shipping costs, and time wasted you have eroded any margin your company would have made on these monitors, and I have wasted so much time as a customer that any money I may have saved by shopping with Dell is now more than accounted for.
-Ian.”
At this point I’m starting to wonder whether Dell actually uses computers to track your order, or whether invoices might be calculated by Abacus.
Hi Ian
We did hear you and are listening. Thanks for calling out. Hope things are getting solved. I wanted to assure you we are working hard to get better, listen more and build relationships with customers like you
Well the service dell provide in China is ok. I just ordered an 19” LCD two months ago. They delivered in really short time and correct size 😉
This pretty much sums up our experience with Dell as well. If they get it right the first time, everything is pretty good. But as soon as they screw up, or you need to talk to a person for whatever reason, it all falls apart. Every time I call Dell for whatever reason, I write down the number(s) I call and the menu choices I press so that next time I need to get to someone, I don’t have to spend an hour trying to get to the right department. Not once has this proven to be useful. I constantly have to “listen closely” because “the menu items have changed”. I’m not sure for whose benefit it is to be constantly changing the IVR menus around, but it sure as hell isn’t for the customers!