Dell Computer Corporation Complaint - Deplorable Customer Service
THIS IS A LONG READ - BUT WELL WORTH IT...
The product, I believe is irrelevant. I'm convinced that this miserably frustrating situation exists, regardless of the product. I purchased a new laptop approximately 2 months ago. Shortly after starting it up I heard a clicking sound coming from the CD drive. No CD was inserted. Being patient, I waited a few days hoping it would stop. No such luck. In addition, the cursor would stick, freeze up as I was viewing a web page, or just doing basic business on a different program. After about a week or so, I called tech support and having waited an ungodly amount of time to speak to the correct individual, returned the unit. I included a sheet of paper with the return spelling out the problems so their would be no misunderstanding. The unit was returned but the mouse was still sticking. Again, I dread calling, but did and was told that all they were able to fix was the CD drive clicking situation because the other problem was software related and the return address only dealt with hardware problems. So I get one of the "correct" service people to link onto my computer so the problem can be corrected. At the time it seemed to work ok.
A few days later, the mouse starts sticking again, and guess what THE FRIGGING CLICKING SOUND STARTS UP AGAIN.
Advance to today, 1/31/09. After returning from a business trip, I am determined to get this issue resolved; however, only want to talk to a supervisor.
After 1 hour and 13 minutes at their tech support division, having talked to probably 8 representatives who I asked to switch me to a supervisor, and listening to approximately 75 of their redundant messages, they disconnected me. Oh, the best message is the one where they ask you to sign up and pay $12.00 a month to get better customer service from someone in North America.
So I figure I'm going to be slick and call the number on the bill which is financial customer service, and get better service. Well, after all the previous tech support people telling me that they promise to connect me to a supervisor and waiting another 38 minutes at the new number, talking to 5 people, etc. etc. etc., I get disconnected again.
Being a glutton for punishment, I gave it one more shot and wasted another 26 minutes and went through the same bs and was told that the supervisor was not available. I FINALLY HUNG UP ON THEM.
This is the most deplorable customer service I have ever experienced. I would really like to contact via snail mail or email one of the corporate people to talk with. Does anyone out there have information to put me in touch?
Thank you if you read this whole scenario.