Dell Computer Corporation Complaint - Technical Support Horror
Resolution Update on 01/16/2009:
It was resolved. With the assistance of the Better Business Bureau, Dell agreed to credit my account the $49.
NEW YORK, NEW YORK -- I called in on September 13 or 14, 2008 to get technical support number. I was unable to get a video to play that I was accessing through the Internet. (The video would stop and go.) The girl who answered me told me that they would be able to solve the problem directly, or minimally isolate the problem and tell me what steps I needed to take to get it solved.
I spent approximately one (agonizing) hour while a technician remotely took control of my computer to work on the problem. He was unable to either solve or isolate the problem. I became upset and asked to speak to his supervisor. The supervisor said that in order to solve it, I needed to give permission for a “PC Restore,” so that the computer would be back to its original condition as when it was first sent to me. I told him that this was completely unacceptable. He was also unprofessional and rude in the way he spoke to me. I hung up with him, not knowing what to do.
I called my Internet provider to ask if they had any advice for me. My Internet provider discovered that there was a problem with my modem! That turned out to be the sole reason I was having trouble with the Internet video!
I called Dell technical support again. I spoke with the only nice person I ever spoke with at Dell, a technician named Mohammed. He reversed all of the incorrect work done by the last technical team. I the spoke to his supervisor, a Mr. Brown, to express how much I appreciated Mohammed’s help but to please credit my account $49. He acted very hesitant, but said that he would have to check to see what he could do about it.
I received my bill and the $49 charge is still there! I then sent in an email to your “Unresolved Customer Service Issues." I was then called on the telephone by a supervisor named Arun. He robotically kept repeating the same information . . . that the amount is nonrefundable and that he will not credit my account. He also said that there is no place I can send my complaint to. He said that there is no one over him! He claims that he has no boss. I told hinm that was impossible and asked him if he owned Dell. Arun just kept repeated that there was no one over him.
Later, I called Customer Service to try to get an address to send a complaint to the Corporation itself. The agent refused saying that if "Arun" says no, it is no! (So, perhaps he really does own Dell!)
I have come to my wits end trying to get someone to understand that:
I DID NOT GET TECHNICAL HELP.
I RECEIVED INCORRECT INFORMATION.
I WAS TREATE RUDELY.
And, now they refuse to credit the charge of $49, when they should pay me $500 just for the hardship I had to go through!
I will never use Dell again.