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 Ineffective Customer Service - Lies and Pretense
Posted Mon June 30, 2008 12:18 pm, by Nana M. written to Dell Computer Corporation
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Be forwarned. Don't buy Dell. Everything they say is true. The customer service is disastrous. I knew I should've bought a MAC. Next time. I am having trouble with Dell's pre-installed software (VISTA and Windows Media Player) and the malfunctioning of these two things are causing me problems. I couldn't get through on Dell's customer service line. So, I eneded up on their online chat. Just a waste of time with back and forth nonsense. And their prescripted narratives are ridiculous. The tech couldn't help. He advised me to call the Technical Support number and wanted me to pay a fee. Then I contacted them by e-mail. It was a back and forth full of nonsense and insincere apoligies and insincere expressed desires to help. The problem -- minor in the scheme of things -- was not solved. When I was on the online chat, I asked for a supervisor who would be more knowledgeable and they refused to provide one.
Unrelated to this particular problem, when I first bought the computer, I wasted 6 hours on the phone with techs. It was over 3 phone calls. During the first phone call, I asked the Tech if the problem could be McAfee which was pre-installed on my computer. I was ignored. So, I went through 6 hours of phone calls until at the end -- my problem was fixed in 5 minutes by one of the Techs (a supervisor, by the way).
How was the problem fixed?
McAfee was removed.
Their customer service is horrendous and I will not buy A DELL COMPUTER EVER AGAIN!!!!!!!!!
Revamp their customer service with SKILLED TECHNICIANS and stop with the lies and fake apoligies and stop pretending you have any interst whatsoever in helping your customers!!!!!!!!!!!
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by Jeff M. Posted Sun July 13, 2008 @ 9:45 AM
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I hear you...
I paid for the premium tech support. My Dell, which would have been my
4th desktop over the years, had problems out of the box. It took 2
days, of being switched around, from CS to tech, and back to CS,
before some tech finally admitted it was a hardware issue.
I almost bought a iMac prior to ordering the Dell, and after the
incredibly rudeness of tech support, I returned the Dell, bought an
iMac, and 4 months later, couldn't be happier!
I will NEVER buy another DELL...NEVER! I might buy another PC at
some point, but it won't be a DELL!!!
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by Simbabe54 Posted Tue July 1, 2008 @ 9:31 AM
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Unfortunately this is a problemwith almost every computer company.They
just don't have the staff to handle the amount of customers,and Dell
is one in particular.They sell a ton of computers every year and the
problem is that there just aren't enough techs to go around.
I am one of thelucky ones who has some experience with computers..I
know how to get rid of the junk that comes pre installed......but
there are many people who don't know how to get ridof all the junk
that comes with a new computer.It's really too bad.
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"insincere apoligies and insincere expressed desires to help"
I know what you're talking about. Qwest employees have a spiel they
repeat and it just gets tiresome. It's way overboard on
ass-kissiness.
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by Donno Posted Mon June 30, 2008 @ 12:30 PM
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All the darned popup messages asking you to subscribe, automatic
updates you don't want, and just waiting around while stuff you don't
want is shoved in your face. That MacAfee stuff is the WORST.
If for no other reason I would avoid Dell in the future just because
of all the garbage they preload. My system is finally cleansed of it
after two years. But there are so many more reasons, including the
customer service.
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