Dell Computer Corporation Complaint - Customer Service - 2 Words not associated with Dell
I have been in the IT industry for more than 15 years and I have never had so much difficulty making such a simple transaction.
13-Dec 2004 - Placed order online and received confirming email providing order number
13-Dec 2004 - Rang Dell and gave credit card details. Told everything was fine.
14-Dec 2004 - Order not available for tracking on web site. Rang Dell to check why and was told order had not been processed because no credit card details had been provided. I informed the Dell rep that I had given credit card details. Was told that they would call me back later in the day. No phone call received from Dell.
15-Dec 2004 - Rang to check on order. Was told the person handling order not
available. Told to call 133355 ext 5141. Also told message would be sent to
person to call me. Again no follow up call was received from Dell.
20-Dec 2004 - Rang to check on order. Was told everything was fine and that the order was in production. Was told the reason I could not track it online was because was a Christmas special. Was given new order number. Alas, this
order was also not able to be tracked either.
21-Dec 2004 - Received call from Dell at 10:45 am saying they had no credit card details. Asked me to provide credit cards details so the order could go into Production. Was told they could not guarantee delivery of the projector before
Christmas because it takes 10 days from when the credit card details are provided. (I was furious to say the least). I informed the caller that if they could not guarantee delivery to cancel the order. Also requested to speak to the most senior person available. I was told that no senior person was available and they would call me back. I informed the caller that I doubted I
would ever hear from them again and I hung up in absolute complete frustration and disappointment about the whole situation.
21-Dec 2004 Received call from Dell at 10:50am. Told order was fine and told that I had used inappropriate language. (This is not true.) Caller did not give name and before I could question him he hung up without letting me respond in anyway. (Never in my entire life has this kind of thing ever happened to me. Who calls a client to effectively harass them and
then hang up???)
21-Dec 2004 At approximately 10:55 I called number that came up on my phone and was told it was Customer Care issue and transferred to another
number. This I believe was customer care in some other country. Was on hold for
15 Minutes before hanging up.
21-Dec 2004 At approximately 11:30am I called 1333355 ext 5141 and told order
was fine and had status of shipping. It was explained that a special Christmas
promotion with different order numbers than what was provided to me. Was told
that staff in other areas often get things confused.
21-Dec 2004 At approximately 11:45 I called Dell again on 0289725000 and asked for details of most senior Australian manager for Dell. I was told there are no senior people in Australia I can talk to. The best they could do was transfer me
back to Customer Care. Where yet again I could sit on hold forever to speak to a nameless, careless person in another country.
I will never buy anything from Dell ever again. I will never recommend to any of my clients to buy Dell. I will post the details of this absolute disgraceful service to every web site I can find.
Do I expect the projector to ever show up before Christmas if at all? Not really. Do I expect to have more trouble dealing with Dell in the future? I think you can figure that one out for yourself.