Dell Computer Corporation Complaint - Dell Customer Service is the Pitts..
I am a commercial customer of Dell and have purchased over 100 pc in the last 15 years. I am totally shocked at the horrific service I have received from Dell. On December 20th I received a new Dell Vostro Desktop,220S this was the second machine I had purchased in the month of December alone.
While trying to install my 2008 version of Quicken I received an error and research indicated that I needed the new 2010 version to run on this machine. I searched the Internet for a download copy and the Dell site came up with a $29 download deal. I entered my credit card and purchased the 2010 version of Quicken.
Shortly after my card was charged I received a notification that it would take 1-2 business days for the email with download instructions to be mailed. “Download to me should be Immediate” I waited the 4 days due to the holiday and still no download email.
I then contacted Dell support via chat and waited for the 22 people in front of me for my turn. After waiting some 45 minutes I was greeted by the Dell representative and told that the order was already shipped?? When I explained that it was a download order??? He said he new nothing about how download orders worked and that I needed to contact Dell Customer Care via phone during normal business hours.
The next day I waded through the voice mail system (again some 45 minutes) to reach a foreign speaking individual who informed me I needed Business Customer Service due to being a commercial account. He said he would transfer me.( only to hang up in me).
I then called back waded through the same voice mail system (another 45 minutes) to reach the business support who said he also new nothing about how to get a download product. I then said just credit this product. He said he would need to be transfer me to the person who issued credits and when he transfer me he hang up on me also.
I called back again (45 minute process) to reach the credit department only to be told that download orders were not refundable. ( I said send me the download link or credit me) the agent said he would have to forward the request to management and this process would take up to 1 week.
The moral of the story is… “no matter how good of a customer you are Dell dumps on everyone”. (it took over 3 hours of phone time only to be told no one can help)
I have had good luck with Dell equipment of the years but this service is Horrific.
It is a shame that a $29 order has cost them a good customer.
1-14-2010 I received a call today from Dell stating my credit card had been refunded for the Quicken product.
I asked if there was someone in management I could relay this experience to in order for them to learn form the issue.
The agent said I would need to call tech support if I had any other problems and please don't tell her about my problem for she was busy and could not help me further.
( Just thought management should know of the problem so it does not happen to others.... perhaps they will read this review?)