Stupid Policies Lose Customers For Life
AUSTIN, TEXAS -- Why is American business failing? Stupid policies, offshore customer service, and arrogant "corporate" representatives. I had a laptop that quit charging. I ordered a power cord online from Dell to replace an existing one that looked frayed. Since that didn't fix my problem, I ordered a new battery. When that didn't fix the problem I took the laptop to a local repair shop and found out that the mother board had failed and the computer (which was old) could not be fixed. I contacted Dell to return the power cord and battery, to find out about possible repairs, and if needed to buy a replacement computer. I was told they would not take back my power cord or battery because I had exceeded their 21 day return policy. (By the time I had worked my way through the diagnostic process, bought the two pieces of equipment I thought I needed, then had the computer looked at by a professional, it had been 23 days.)
I spent half a day on the phone, making my way to the highest levels of "American" customer service support -- all in India. I went through four levels of "help," and I got no assistance, just scripted English replies from people who obviously didn't understand much of anything I was saying. When I challenged their understanding of my request, I got arrogance, a lack of caring, and really stupid "corp speak." No one cared that they were making a loyal Dell customer very, very angry. No one seemed to understand that if they just bent a little on their 21 day policy and took back the items I had purchased and that could be restocked and resold, I would purchase a replacement lap top from Dell.
It seems like a no-brainer to me -- take back $250 in unused equipment that can be restocked and resold and in exchange make a sale worth more than $1400. Isn't that good business? No, obviously not. It made no sense to anyone in India/Dell. Since I had bought the items using my Dell finance account, I contacted Dell Finance and told them I would not be paying for those items. They told me to write a letter to that effect, which I did. In response (either to that letter or to a scathing email I wrote), I got a call -- again from someone in India -- who called to "remedy" my complaint. In fact, he called only to tell me why he would not be making a return policy exception. He also was arrogant, rude, and when I asked him, "Why did you call me? Was it to make me even madder?" he acted as though he couldn't understand why I would be mad. I will never buy another Dell.
In fact, I went out and spent $2100 on a new Mac, and then I bought my son a Toshiba laptop. Both of those sales would have been Dells if they had only worked with me. What a stupid company. What a stupid policy. Is there anyone else out there that thinks it's smart to disallow the return of $250 worth and then lose a sale worth between $1400 and $4000? Is it just me? If I wasn't so busy making sure everyone I know NEVER BUYS DELL, I'd drive down the two hours to Austin and tell Michael Dell himself how STUPID he is for creating inflexible, ridiculous policies that lose American companies business. Shame on you, Michael Dell. You are a perfect example of why people don't buy American goods. Dumb policies.
Bad Customer Service, and a "don't give a pooh" mentality communicated to YOUR customers by foreign "experts" who haven't got a clue how to treat customers. I will never buy Dell, and I won't pay for the items I bought from Dell. Ding my credit, I don't care. Dell will never get another dime out of me.