[X]
Write ReviewJump to 
15
Helpful
Votes
Votes
Dell Computer Corporation Complaint - Customer Service from Hell! - Dell Customer Service/Bad Software
Dell Customer Service/Bad Software - Complaint
ROUND ROCK, TEXAS -- Where do I start, as I sit here on the phone with Dell? I have had 4 Dell computers and when I had a repair issue, I called technical support, they sent the box to my address (in Georgia) and I shipped the computer back. Since this was an easy fix, I called 3 weeks later and they said it left Dell 13 days ago! When they looked into it further, they said that DHL couldn't deliver it to my address. Why you ask? Because....they delivered it to the address I lived at when I bought the computer (in TEXAS!) Well that really made me angry because Dell assigns you a new customer number every time you order a computer--and I have asked them NUMEROUS times to make sure all my computers and customer numbers have my current address--but it was like I was asking them to create a book! So the girl I was on the phone with said she would fill out a logistics ticket with the correct address so it could be shipped here. So she called DHL and told them to hold it until they received the ticket. OK, fine, it would be delivered within the week. Now I tell her this would not have happened if she would update my address.
She agreed to do it and sent me an email with the Case number. 9 days go by (today) and I call Dell, (so far I have talked with 9 people and have been on the phone almost 3 hours!) I talk to one person who asks for my info, looks into it, puts me on hold and then tells me they need to transfer me...I find out the computer is still in Texas at DHL and my address was NOT updated on my file and no one sent DHL this damn logistics ticket! I get a couple more people and then I demand to talk to a supervisor! Angelo tells me they are very busy and they would tell me the same thing that he would so why don't I talk to him! That really pisses me off now and I tell him I want to talk to one anyways and he said that I will probably be on hold for a while. I SAY FINE!!! So then I get a supervisor who listens to my story and puts me on hold on and off for over an hour--then my phone dies while I am on hold.
So I call back and ask to speak to Heather who works in Customer care and is a supervisor of Angelo. OMG! The lady had to talk to her supervisor to see if she could transfer me. Her supervisor says no, she will email Angelo to tell his supervisor to call me! Now I am tired and no further along than when I started! I asked why she did not call and she said quote "it is not protocol to call each other in the company, the proper way to contact each other was through email!" WHAT DO I SAY TO THIS????
So, I call DHL and they said the computer is in Texas and yes they see they picked it up in Georgia and yes it is the same person (ME)--but they cannot do anything I have to call Dell. So, I call Dell again--don't even try to find this Heather person and I start over with someone new. This is the 9th person I have talked with and he finds out that HEATHER did not send the logistics ticket, my phone number wasn't updated and he calls DHL who says they are sending the computer back to DELL! So this 9th person says he will check with so and so and see if he can still have it shipped to me. In the meantime, I find this site and start typing! OK this is not over--but 9th person can't find anyone to help--so he will try to send out a logistics ticket (even though it takes at least 48 hrs and then 24 hrs for DHL to act on it) anyway and see if it makes it before it gets sent back to Dell! BUT if it reaches Dell, he will make sure it gets shipped to the Georgia address. I ask him--does anyone at Dell care that this happens to people? Does anyone care there is no follow through? What can I do about this? I ask him to call Heather and he repeats that he can only email. I tell him who I work for and asked him if he ever heard of the company and he says YES! (think Texas, rich, well known)—I told him that if we treated our customers that way, we would not have any and it would never be tolerated. (I think he feels I am telling him this to get him to help me) so –my 9th person says--He then says he will take care of this and not to worry, he will call on Monday. By this time, I am exhausted, my shoulder hurts, I have gone through 3 cordless phones and I can't even say--at least it was taken care of! NO! The saga with Dell continues... I AM NOT BUYING ANOTHER DELL!!!
She agreed to do it and sent me an email with the Case number. 9 days go by (today) and I call Dell, (so far I have talked with 9 people and have been on the phone almost 3 hours!) I talk to one person who asks for my info, looks into it, puts me on hold and then tells me they need to transfer me...I find out the computer is still in Texas at DHL and my address was NOT updated on my file and no one sent DHL this damn logistics ticket! I get a couple more people and then I demand to talk to a supervisor! Angelo tells me they are very busy and they would tell me the same thing that he would so why don't I talk to him! That really pisses me off now and I tell him I want to talk to one anyways and he said that I will probably be on hold for a while. I SAY FINE!!! So then I get a supervisor who listens to my story and puts me on hold on and off for over an hour--then my phone dies while I am on hold.
So I call back and ask to speak to Heather who works in Customer care and is a supervisor of Angelo. OMG! The lady had to talk to her supervisor to see if she could transfer me. Her supervisor says no, she will email Angelo to tell his supervisor to call me! Now I am tired and no further along than when I started! I asked why she did not call and she said quote "it is not protocol to call each other in the company, the proper way to contact each other was through email!" WHAT DO I SAY TO THIS????
So, I call DHL and they said the computer is in Texas and yes they see they picked it up in Georgia and yes it is the same person (ME)--but they cannot do anything I have to call Dell. So, I call Dell again--don't even try to find this Heather person and I start over with someone new. This is the 9th person I have talked with and he finds out that HEATHER did not send the logistics ticket, my phone number wasn't updated and he calls DHL who says they are sending the computer back to DELL! So this 9th person says he will check with so and so and see if he can still have it shipped to me. In the meantime, I find this site and start typing! OK this is not over--but 9th person can't find anyone to help--so he will try to send out a logistics ticket (even though it takes at least 48 hrs and then 24 hrs for DHL to act on it) anyway and see if it makes it before it gets sent back to Dell! BUT if it reaches Dell, he will make sure it gets shipped to the Georgia address. I ask him--does anyone at Dell care that this happens to people? Does anyone care there is no follow through? What can I do about this? I ask him to call Heather and he repeats that he can only email. I tell him who I work for and asked him if he ever heard of the company and he says YES! (think Texas, rich, well known)—I told him that if we treated our customers that way, we would not have any and it would never be tolerated. (I think he feels I am telling him this to get him to help me) so –my 9th person says--He then says he will take care of this and not to worry, he will call on Monday. By this time, I am exhausted, my shoulder hurts, I have gone through 3 cordless phones and I can't even say--at least it was taken care of! NO! The saga with Dell continues... I AM NOT BUYING ANOTHER DELL!!!
Comments:
Posted by shopouts on 2008-03-21:
I currently own a Dell computer. I have been procastinating about buying a new one for quite a while. One good thing about that is that the prices have gone down. The bad thing is that I may never buy a new one because Dell customer service is non-existant.
I have read the same thing about HP. It is as if all of us customers are sharing the same nightmare.
I have read the same thing about HP. It is as if all of us customers are sharing the same nightmare.
Posted by terir1043 on 2012-01-02:
I agree 100 percent!!!!
Posted by Celita P. on 2012-12-30:
I have been fighting with Dell since the second day I took my $800 laptop out of the box. Thousands of updates that last for 3 days and had me locked up, so I called on the second day. Was told by Dell it shouldn't be doing it, but let it continue, so I did. Numerous times I have had total freeze ups, computer getting hot, mother board going out, with curser problems, software problems, you name it! And each time contacting Dell I am on the phone for hours. One day as long as 11 1/2 hours! The tech decided to go on break, and 3 1/2 hours waiting he decides to call back only to tell me he decided to take a more important customer before me!!! And then he messed up something and had to start all over agaqin!!!!
I've been lied to, hung up on, screamed at,called a liar, and told so many differenet stories it aint even funny! My comp has now been back-dated 9 times and 2 times with complete recovery and startup. I was told I would not loose anything only to loose everything, including the only 2 pictures of my desceased brother, medical records, files, etc!
I asked for a refund or exchange, but no... Once they have your money, you best be strapped in for the ride!
They finaly sent a tech out after about 200 phone calls, emails, etc, and replaced the motherboard, daughterboard, memory, and a few other things, only to have the computer go into updates, shut off, and never turn on again!!! All withen less than a 24 hour period!
It has been one hell of a nightmare, and Dell refuses to give me a "New" computer or a refund. But constantly wants to sell me more warantee, when the one I have is still good until April. They also did not replace all the programs, but wanted to charge me for those too, to reinstall them. I ask, "why should I have to repay for somehting that I already paid for in the first place"???? Totaly crazey!
I take notes, leave a paper trail of time and dates of whom I speak to, what was said, and even take pictures of the screen if possible to back up my stories.
One Dell tech with the "Escalation team" called me a liar about the updates, as at times it shows thousands and locks my comp up for days! I sent him an email with the picture of the thousands of update screen as proof. Never heard from him again!
Dell had me now send the comp to Texas, but after the horror stories I am hearing about that too, I am not sure what is going to happen next.
Yes, I do... If not right this time,I am going to sue!!!
I've been lied to, hung up on, screamed at,called a liar, and told so many differenet stories it aint even funny! My comp has now been back-dated 9 times and 2 times with complete recovery and startup. I was told I would not loose anything only to loose everything, including the only 2 pictures of my desceased brother, medical records, files, etc!
I asked for a refund or exchange, but no... Once they have your money, you best be strapped in for the ride!
They finaly sent a tech out after about 200 phone calls, emails, etc, and replaced the motherboard, daughterboard, memory, and a few other things, only to have the computer go into updates, shut off, and never turn on again!!! All withen less than a 24 hour period!
It has been one hell of a nightmare, and Dell refuses to give me a "New" computer or a refund. But constantly wants to sell me more warantee, when the one I have is still good until April. They also did not replace all the programs, but wanted to charge me for those too, to reinstall them. I ask, "why should I have to repay for somehting that I already paid for in the first place"???? Totaly crazey!
I take notes, leave a paper trail of time and dates of whom I speak to, what was said, and even take pictures of the screen if possible to back up my stories.
One Dell tech with the "Escalation team" called me a liar about the updates, as at times it shows thousands and locks my comp up for days! I sent him an email with the picture of the thousands of update screen as proof. Never heard from him again!
Dell had me now send the comp to Texas, but after the horror stories I am hearing about that too, I am not sure what is going to happen next.
Yes, I do... If not right this time,I am going to sue!!!
Posted by Mildred Jones on 2013-01-02:
Amen to all complaints about Dell. Bought 2335dn in August. Has never worked right. They keep telling me whats wrong with it and sending me another one which does the same thing. On my 3rd one now. Wont print correctly...puts lines on pages when it gets warm. Emailed person I purchased it from begging for someone to contact. NOT A WORD Back. Last Dell product I will ever buy. And the customer service is poor. I could not begin to tell you all the reasons why it does not work according to tech support.
Note: All comments are reviewed by a moderator before being published. Please be sure to read our guidelines before commenting.
Company Reps: Post your company response!
Recently Discussed:
More Reviews on Dell Computer Corporation:
- New Computer, Dell Offers Free Online Diagnostics, Wants to CHARGE for Fix???? - Dell Online Support
- Worst Computer I Have Ever Owned - Dell
- Informative - Dell Inspiron 600 Computer Sucks, and It Was Not Cheap
- Worst printer on the market - P 513W Dell Printer
- Inspiron 14z Big Disappointment - Dont Buy!