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 Dell Lost a Customer Over Someone Who Couldn't Speak English!
Posted Tue April 22, 2008 12:00 pm, by Candace A. written to Dell Computer Corporation
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I previously had a credit line with your company and spent approximately $3000 on a computer and other miscellaneous products. I paid it off in full and closed my account as I did most of my credit in a period of a couple months. My credit score has gone up dramatically and I have had nobody decline me for any credit I apply for. I had a computer put together that cost almost $2000 and was ready to buy it. I applied for credit online to purchase this computer and was told to call a number to answer some verification questions. Well, I ended up on the phone with someone who spoke very poor english and in the end was turned down for credit!?! I asked him why and he said I would be receiving a letter in the mail explaining it.
Now, there are several problems here. Number one, I should not have been turned down as I have excellent credit and have been a loyal customer in the past. Number two, I could hardly understand the customer service rep and had to repeatedly ask him to repeat his questions to me. Number three, he could not tell my why I was turned down.
About a week later, after I had applied for credit with Newegg and was granted a $4000 credit line, and purchased the parts for my husband to put together a screaming computer with even better qualities than the Dell I had originally planned to purchase, I received my declination letter from Dell. Well, it turns out that I was denied credit because I answered the security questions wrong... oh, yes, the ones being asked to me by someone I couldn't understand because he barely spoke english?!?!?!
Stop hiring Customer Service agents who cannot speak good english or answer questions in a manner that will help you to keep customers!! Had I not had to deal with this person and instead had someone who spoke fluent english and could ask me questions in a manner I could understand you would still have a customer!
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"it turns out that I was denied credit because I answered the security
questions wrong... oh, yes, the ones being asked to me by someone I
couldn't understand because he barely spoke english"
I agree completely. Ridiculous.
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by Gino Posted Wed April 23, 2008 @ 1:07 AM
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They can decline credit for answering a security question wrong, no
matter how good your credit history is. I was declined for the same
reason, my "secret question" and the answer I mistakenly gave didn't
match up. It's not a reflection on my credit rating, it's that I'm
human and make mistakes.
Outsourcing is common in many companies. But someone speaking with a
heavy accent does not mean they are not american citizens or less
qualified. My doctor is Russian, with a very heavy accent. She's more
than qualified and well respected in her field, and she's been an
American Citizen for 7 years. I'm patient and she's open to answering
my questions more than my previous doctor.
Did you ask to speak with someone else? If a 2000 dollar computer was
replaced with a 4000 dollar computer, it's not Dells fault. What kind
of warranty and customer service does this screaming new computer come
with?
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by Bill R. Posted Tue April 22, 2008 @ 7:47 PM
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Candance,
I've had that problem before, not with Dell but with others, though
not with security questions.
I doubt hanging up would have accomplished anything because I bet they
Red Flag the account at the first inquiry and decline of information.
Did you have the option to ramp it up to a Supervisor?
Unless their English was real bad I would think I could tell what they
were asking but who knows.
Whot city was you borned in?
Que es su madre's nombre?
Stop back and let us know if they get back with you.
BillR.
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SHARED LETTERS 
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