Missouri Attorney General Office Complaint - Poor Customer Suport
HAGERSTOWN, MARYLAND -- RE: Poor Customer Service/No coordination between departments
DELL Service Tag #5BHNH41, Express Service Code 115-786-883-53
When looking to purchase a computer, customer support was a primary consideration to me. Dell computer advertisements boasted of having one of the best technical supports available. This was the main reason why I purchased my Dell computer several years ago. I have also encouraged friends to buy Dell computers for the same reasons. When I purchased this computer, the sales technician suggested that I purchase a warranty for future hardware problems. Fortunately, I did so, with warranty coverage extending to March 2007.
My computer is for home use; however sometimes I use this for business, and found that this system suited all of my basic computer needs. I honestly love my computer and until December 2, 2005, I had little, if any problems.
Unfortunately, all this came to an end when I encountered a computer
lock-up and a blue error screen. On December 2nd, I called your Computer Hardware Dept., who ran me through a test which indicated that the hardware was fine. This Dept. suggested that I contact Dell’s Software Dept., for necessary repairs. I called the Software Dept., who indicated that I would be assessed a $99.00 fee for their customer support for this unwarranted software problem, Order #701-175-038. Transaction ID: 6K760124J4042063M,
I logged approximately 50 hours on the telephone, i.e. calling your customer support numbers and bouncing back and forth, (at least six times), between your Hardware and Software Depts. Your Software Dept. technicians had to reconfigure my hard drive at least five times, and unfortunately after the long hours of loading the disks and listening to the directions of your technicians, the computer again shut down and resorted to the same Blue Error Screen. The Software technicians kept telling me that my problem was in the hard drive, and after being bounced back to your Hardware Dept., they insisted that the hard drive
was fine and routed me back to your Software Dept. again.
Where’s the coordination? The process of reconfiguring my hard drive was completed over again and again. I was totally frustrated and felt like a ping pong ball. You can see this on–going and seemingly never-ending frustration I incurred from the numerous case numbers that were issued to me from your customer support personnel.
The case numbers issued to me are as follows:
I spent countless hours of my time consistently asking your technicians why the Software and Hardware Depts. don’t work together. It was a shame for me to be subjected to different diagnostic contradictions between both of these departments. The bottom line was always the same error code and for me to start the painstaking task and numerous hours of reloading my hard drive all over again. Even one of your software technicians was frustrated and was convinced it was in the hard drive, and suggested that Hardware Dept. would again TRY to bounce me back to the Software Dept., and stipulated to me to stand my ground and demand a new hard drive.
It wasn’t until December 19th, that your Hardware Dept. realized that the problem was, in fact, my hard drive. The technician said that I would receive a new hard drive within three business days. I received this hard drive late in the fifth business day, only after calling Bantec, (Dell contractor), numerous times to find out when they would be calling me. After they put in the hard drive, I again called the number your customer support gave me to reconfigure the hard drive all over again. The technician said that Software Dept. should be doing this, however did assist me with this task. The computer kept locking up when I loaded some disks, and I again called your customer support personnel who said I would again have to reconfigure this hard drive. To say the least I went bonkers. Your hardware technician took pity on me and gave me a senior technician and delightful lady from the Philippines. She once again took me through the whole process and completed this in almost 3 hours. This is the best the computer has been running since it initially crashed on December 2nd. However, on occasions there are still some problems getting the disks to load onto the hard drive. After this previous long and tedious process I had with this problem and dealing with your customer support personnel, I am too tired to pursue more technicians. I did contact your customer support personnel and requested that due to this hard drive problem that I shouldn’t have been assessed this $99.00 fee. Your people assured me that this amount would be deducted from my credit card.
I felt that you should be aware of the many problems you have with your technical and customer support. There were numerous times I waited to talk to someone on the phone for almost 50 minutes, and after making contact with that individual, was cut off…only to start calling all over again. Also, some of your Software technicians promised to call me at designated times. I waited and waited without them calling. When I called their extension I usually found that their mailbox was full…thus more of my time was wasted. For the most part, your technicians did try to help. If they had worked together, I’m sure that the time I spent with them on the phone would’ve been to a minimum had your Hardware Dept. realized that the problem was in my hard drive.
I would be wary of buying another Dell product due to the numerous problems I incurred with your Dell Customer Support program. Also, I would be reluctant to suggest to others to buy Dell computers (as I’ve done before), in the future.
How can you restore my confidence to buy future Dell products? I can’t imagine going through this agony again. I would hope that you can do something with this customer support program, and not subject patrons, as well as myself, to the same dismal service I’ve recently incurred with your Dell customer support