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 New purchase may be last from Dell
Posted Tue September 9, 2008 2:22 pm, by Michele R. written to Dell Computer Corporation
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I recently ordered a laptop computer online from Dell and am currently awaiting its arrival. Today I called to cancel the additional 1-yr. physical damage/loss/theft policy I added. I called your Customer Service Dept. and spoke with a gentleman in India. He told me that Customer Service was closed today and I would have to call back tomorrow. Later in the day, I called again and spoke with another representative in India who I could not understand at all. He transfered me to "Planca." She told me I'd have to wait until the item arrived to cancel the warranty. I told her it wasn't the warranty, but rather the damage/loss/theft protection I wanted to cancel. She proceeded to explain to me that Dell does not provide such an option and the physical damage coverage alone was $99. I know I paid $119 and it definitely included all three. I asked to speak with someone in the USA and she said that was impossible. Then we were somehow disconnected.
I am so frustrated right now. In three conversations I received inaccurate information twice and couldn't decipher the third person's speach at all. The computer hasn't even arrived yet and I am considering canceling it due to the obvious inferior customer service I'll be facing.
I would like to be contacted by a Dell representative from the US who can confirm the information about my purchase and guarantee my refund of $119 +tax. I also need some assurance that I will not again be faced with the challenge of speaking with people in another country where there is a language barrier and, apparently, a time differential that further confuses things.
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by scotter Posted Thu October 2, 2008 @ 6:58 PM
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cancell order i had same problem with dell i have used dell for 5 yrs
same old story they suck i went a bought a apple and am very happy,
customer service is in usa and they do care about you after you buy a
mac unlike dell which sucks take the plung buy the mac good luck
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by scotter Posted Fri September 12, 2008 @ 10:42 PM
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good luck cancell it you will save yourself alot of grief go with
mac i did and i am very happy all customer service issues are dealt
with people in the u.s.a.
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by Donno Posted Tue September 9, 2008 @ 3:51 PM
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1. You will not be told that you will receive customer service from
someone in the US, because quite simply, Dell's customer service is
outsourced. If you are a business, customer service is from the US.
This is something you have to accept if you buy a Dell, and probably
most other brands.
2. As I recall, Dell's customer service hours for calls from the US
are keyed to the US clock. Thus, I believe if you call during the day
in the US they are there. What time did you call?
3. I think you should keep calling and hope that someone tells you
they will solve this problem. Then, when you receive the computer and
your credit card bill (unless you made the additional mistake of using
Dell Financial), and find that nothing was done, you can at least say
you were told it would be taken off.
4. If you are tempted to cancel the order altogether, go ahead and do
it. I wish I had. It won't get better after you receive it. I would
gladly pay twice as much next time to get a better product and better
service. Dell sucks. I know this isn't a popular statement (just
like when I badmouth US cars), since so many people own them, but that
is the truth as far as I am concerned. If someone else gets
lightheaded and giddy when they think about owning a Dell, so be it.
The product and customer service are the bottom of the barrel. I
would strongly advise that you do some searching online regarding
Dell's customer service. Try "Dell customer service problem"
5. I had a very similar experience to yours - I was sold a certain
profile advertised on the website, and when I called to question why
something wasn't as I was told by the ad AND my salesperson (three
days later) I was told no such option existed.
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