Why does Dell Customer Service Suck!!@#@

[abraxxus]

Damn why does Dell CS suck soooo much. All I get from them is headaches, screwed up orders and run arounds. I have been on the phone with them for one hour, and they pretty much tell me they can do nothing. I send emails, and dont even get responses. I have wasted 3 1/2 weeks of my life, just to deal with this situation. They cannot charge me the correct price, and wont give me credits for the system dropping in price.

Ahh just thought I would rant.

Does anyone know if i can return a system if they have a better system for a better a price?

Maybe someone here has an email address for someone up in the chain at dell I can talk to. It seems that after the sale, they don't want anything to do with me. They wont even let me return the system on them, I have to pay the shipping charge, since there is nothing wrong with the system.

 

[BrunoPuntzJones]

yes their service does suck. it took over a week and 3 phone calls to get them to fax me an invoice.

im curious as to what's going on with yours. are you saying you bought a computer for 1000$, then a few days after you buy it it dropped to 800$? (just making up numbers). and now for 1000$ you can get a better computer?

if that's what you mean, that's just tough luck and the way buying a computer works (unless they have some sort of policy)

i cant think of any retailer that does that (ok there are a few like staples, but still). companies would be out of the gourd to honor price drops.

 

[abraxxus]

yah I paid close to 1200, and I see the same system with a better cdrw for around 1100...
I guess I'll just badmouth them as much I can to my friends, and perhaps cost em a few dollars in the long run. Word of mouth goes a long way.

Back to building my own from now on. Btw Gateway CS is pretty good, in regards to warranty and what not.

 

[joe678]

dont they always brag about customer service and tech support too? ...

 

[edjam]

Because they're incompetant?

 

[OutHouse]

I have Gold support with Dell for my servers and I have NEVER had a problem with them. Infact compared to Data General or HP Tech support Dell for me has been far superior.

just my 2 cents.

 

[abraxxus]

I was referring to their customer service. Thankfully I have not yet dealt with Tech support.

 

[Skoalboy]

With all this talk about Dell cs and tech support, makes me kinda think I will never call them if I have a problem with my laptop.

 

[jimmyhaha]

just talk to those CSR @ dell today..
yes, it suck..

moral of story... don't call unless uncessary....

 

[JellyBaby]

Dell gets high marks in PC Magazine's customer satisfaction surveys year after year beating out other mountain-peak OEMs. I did notice now they've dropped from 3 yr. warranties to 1 yr. warranties, charging more $$ for support beyond 1 yr.

 

[Scarpozzi]

Computers are always losing value... I mean, when you buy a computer the price may drop anytime just depending on what competitors/the market does. So if you paid for your computer and the price drops, there's not much you can do to get your money back unless the computer is defective...but that's what warranty agreements are for. So you may be stuck. I would venture to say that Gateway would do the same thing and I'd MUCH rather get stuck with a Dell computer than a Gateway... Dell's quality is a lot better than Gateway's in my book. I've dealt with almost every major brand of computer and here's how I rate them......to avoid ppl flaming me, I'm just speaking from system failures I've witnessed when these computers come from the manufacturer and failures from the field... So they are from numbers I've seen, and partially my opinion as well... So be happy with your Dell...maybe if you love it, it will love you back.

1. DELL
2. IBM
3. HP
4. Sony
5. Compaq
6. Gateway

 

[KennyTheGreat]

hmm

 

[rahvin]

You have a 60 day moneyback guarantee, if you are still within that period call them up and tell em you wanna return the system. They will try to talk you out of it, tell them about all the crap you have been put through related to CS calls and that if they give you $200 back you will keep it.

If they take the system back they will lose $ taking it back, it's often a break even for them to give you cash back to get you to keep something.

 

[abraxxus]

Don't get me wrong. I have only had the computer for about 10 days, and it's nice. Its quiet and efficient. My beef is with their CS, and order tracking system.

I tried threatening to send it back, and they transferred me to the return dept. They would not give me any money, and wanted me to pay shipping on the return. I spent over an hour on the phone and did not get them to budge.

 

[Viper22]

Well with most Mail order places They make you pay S&H to ship it back if you want to return the item. Dell, Gateway, Micron etc. all do this. Also you will not get your original S&H back either. As for the system dropping if its within 30 days they should give you the difference back if its the same specs and model #.

Viper22

 

[C'DaleRider]

You tried posting in their online forums? Seems to get a response when you post there.....heck, almost without exception, everyone who posted for a price protection received either an "invoice" for the processing of the price, or a denial which seems to be based on current pricing but EXCLUDES special $$ off offers or other special deals.

This was posted by a Dell rep. about their price protection policy:



<< The price protection policy is as follows:

After purchasing a Dell computer, you (the customer) can put in a request for price protection within the first 30 days, beginning with the invoice date. Note: you can only request price protection ONCE. When you request price protection, Dell reconfigures your exact system in their database. If the total price of the system is more than 50 US dollars, LESS than what you paid for it, you will be refunded the difference. Please note that special offers and promotions do NOT count towards price protection.

When requesting price protection, please post a message to the Dell moderator in the Customer Care Credit/Return forum. Be sure to provide your order number, customer number, invoice number, and invoice date.

If a credit is due, it will be refunded to your original form of payment (eg. credit card, DFS payment plan, exc.) Credits generally take 10-15 business days to process.

*****Dell does NOT offer price protection on DellWare purchases***** >>




You can find the forums under the support link from Dell's home page.

Good luck.............

 

[abraxxus]

Thanks C'Dale

 

[FreeAgent]

Dell claims to have the best award winning service around. I know it's bull I had to deal with the same thing. Now I think people are better off building their own P.C.. It may take time but at least you know what's going on. Some people say that Dell is the worst service on the planet I say those people are very wise.

Dude! Stay away from the Dell! The PC from hell.

 

[Ryan]

You should have gotten a gateway - their service is much better

 

[PsychoAndy]

I bought a refurb with a 3 year warranty about 2 years ago. no problems at all with CSR's. I've had the following equipment replaced:

P991 19 inch Trinitron
32 meg GeForce
128 meg stick of RDRAM
Microsoft Intellimouse (8 replacements)

 

[Flaredair]

I've personally had good success with the Dell CSR the many times I have used them. Polite and willing to help.

Remember, CS is a no rewards, thankless job and the people @ Dell are better than most computer related companies.

 

[hans007]

Anyone dumb enough to believe zdnet and pc mag about dell customer service / tech support is just not very perceptive. its a known industry practice.


let me just give you a hint. who's glossy 4 page foldable ad is the back page in almost every magazine. (dell) not to mention the one in the middle (gateway if you havent figured it out). who gets good reviews? dell and gateway.

 

[cuteybunny]

ditto hans7 good work.

 

[dakata24]

uh, because they have kids like the dell boy from the commercials answering the phones???

 

[apoppin]

Some customers are impossible to satisfy.

If you are dissatisfied with your Dell, simply return it within the 30 days (for notebooks) and buy another. All you pay is shipping and insurance.

When I got my notebook I was in the same situation. I realized I should have spent the extra bucks to get a slightly faster processor. Their customer service told me I could return it and start over.

I think their service is OK, not special, but no real complaints.