Dell Finally Notices Its Poor Service Hurts Sales
from the ya-think? dept
For quite some time, Dell has been getting slammed for its shoddy customer service, something that's contributed to its slowing business and declining market share. But what was obvious to the outside world apparently wasn't clear to the company -- which at one point thought it would be a good idea to remove its toll-free support number from its web site to prevent people from calling -- as it's only recently really moved to improve its service and try to repair its dented reputation. This illustrates one of the downsides of competing largely on price -- when your competitors match, you've got to be prepared to differentiate and compete in other areas, something it looks like Dell's heavy focus on cost-cutting prevented. What's interesting is that many of the reforms Dell's new customer-service boss wants to implement are riffs on its manufacturing procedures, making it even more surprising that nobody noticed before. However, one stock analyst says all the changes (and resultant costs) "sure doesn't help Dell make its quarterly numbers" -- but when its poor service is holding back sales, the company's got little choice.Thank you for reading this Techdirt post. With so many things competing for everyone’s attention these days, we really appreciate you giving us your time. We work hard every day to put quality content out there for our community.
Techdirt is one of the few remaining truly independent media outlets. We do not have a giant corporation behind us, and we rely heavily on our community to support us, in an age when advertisers are increasingly uninterested in sponsoring small, independent sites — especially a site like ours that is unwilling to pull punches in its reporting and analysis.
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Re: Lenovo
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Dude, your getting a Dell?
I hate computer people that answer the phone. Press 1 or say "yes" if you agree.
I'm sorry, I did not understand you...
The worst part is that you spend so much time placing your call in the right direction with these answering machines on crack, that when you get to the actual human...well, you would think they would have that information you does went through.
BUT NOOOOOO!!!
I have to start all over with my name, and service tag, and what kind of toppings I want on my pizza, and is it delivery or carry-out...sorry, that's the new automated answering machine Dominos has.
The one good thing to Dell sucking ass so much, is that on a few occasions, they have sent me the same part twice. So, I say let them suck still, just not as bad.
First comment?
Say yes or press 1
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damnit!
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On-Shore?
How'd that exporting of American jobs really pay off for ya there Dell? Companies have to stop letting the bean-counters influence business decisions strictly on what seems immediately cheaper without considering the long-term effects of that decision.
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Re: On-Shore?
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Re: On-Shore?
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Re: On-Shore?
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English do you speak it!?
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More than customer service
What I will not deal with is intentionally swapping the power and ground leads on their motherboards to make them "Dell only" boards, using "Dell only" power supplies, but not keying the connector to prevent the ignorant from blowing their boards trying to swap a PS themselves?
What possible reasoning could have been behind that besides greed?
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Re: More than customer service
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More than customer service
What I will not deal with is intentionally swapping the power and ground leads on their motherboards to make them "Dell only" boards, using "Dell only" power supplies, but not keying the connector to prevent the ignorant from blowing their boards trying to swap a PS themselves?
What possible reasoning could have been behind that besides greed?
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Re: More than customer service
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Duh Duh Dell
I noticed their sales department speaks perfect English, though. The guys in Dubai seemed to be thumb-fingered and couldn't get me to correct department to save their souls.
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Finally ! Will they listen now ?
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Re: Finally ! Will they listen now ?
Paul Welter
Bassotech, Inc.
888-539-9882
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hahaha
Personally I'm glad to see Dell falling further and further down. They got too big, too quick for their own good and forgot what made them so successful in the first place.
Oh well, that's what happens when you become rich and a Republican. Screw the little guy, make me money!
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Re: hahaha
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Re: hahaha
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Poor Dell service
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Dell Support
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Re: Dell Support
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Re: Dell Support
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Re: Dell Support
Frankly, the normal free support hasn't gotten any worse since the moved over seas. It has ALWAYS sucked. I'm from the US, in case you are wondering, have been in IT for 13 years... Dell's American support sucked just as bad as Indian Support, EXCEPT when you are willingto pay for it. Only the lowest common denominator jobs went overseas, I can't blame Dell for not wanting to pay unskilled workers, who have no desire to get more skills...
I have friends that worked at Dell for years, and they told me, that Dell has a great advancement program to move up the support tiers, that very few people ever took advantage of. Bet that won't happen overseas...
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Re: Dell Support
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Re: Dell Support
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Re: Dell Support
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Re: Dell Support
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Moved to Toshiba and Gateway..
If you buy a Toshiba laptop (business or consumer), which usually costs less than Dell's machines, and you have a problem during the warranty period then you can actually HAND DELIVER the machine to a real, live, english speaking person at hundreds of domestic locations. If the warranty expired then you pay a reasonable repair rate.
Try getting that kind of service from Dell!
I love my Toshbia..
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Re: Moved to Toshiba and Gateway..
I have my own beefs with Dell, but you just can't beat next-day on-site repair. Roll out of bed, answer the door, and watch them fix your computer. The conversation hasn't been bad either. (They're not even Indians!)
Or perhaps it's easier to truck your laptop to the nearest large city and leave it there until they get around to fixing it? I think not.
Try getting that kind of service from Toshiba.
(They may actually provide it under other contracts, so I retract that statement--I'm not going to behave like a moron and jump to ignorant conclusions.)
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Re: Moved to Toshiba and Gateway..
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Good Machines, Bad Support
And Dell used to have a great warranty, until they outsourced to India. The language barrier is the one of the worst issues, the other is that the technical support persons can't even promgram a VCR let alone understand how to fix a machine.
One call, they wanted me to take off my router, turn off my software fire wall, and then my antivirus protection -BEFORE- they would proceed to help me.
I explained to the technical supprt woman that I am on broadband, and by turning off all forms of protection wouls also open my computer open to attacks and such.
But she insisted that if I id not do this they would not be able to help and would end the call.
Some advice; Never tell Dell tech support you are behind a hardware firewall.
Dude, get a Dell, and pray you never need tech support!
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dell
my next purchase will be an apple to shake out whether i can use it effectively in my business....getting a bit tired of microsoft as well
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I wonder if they're looking?
No, for me the problem isn't the support, it's HOW OFTEN I NEED TO CALL! We administer about 800 servers. About half are HPs the other half Dell. I typically have to call in about 3-4X month on the Dells, and once every six months on the HPs. Crappity, crap crap crap. We've stopped buying them.
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On-Shore? YEAH!! But they Engrish will be badly!
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Re: On-Shore? YEAH!! But they Engrish will be ba
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Re: On-Shore? YEAH!! But they Engrish will be ba
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Recently my grandfather bought a dell desktop and after a few months started having problems. I ran memtest86 and found bad memory and called dell to find out their procedure for warranty replacement. The tech kindly informed me that to troubleshoot a dell pc without the assistance of a dell certified technician (that MAY BE the next hot cert! look for it! lol) would void the warranty! Of course I didn't believe this so I spoke to a supervisor and she insisted that that was true. They ended replacing the bad stick of ram, but made it very clear that any future troubleshooting would void the warranty.
What kind of crap is that? I still don't believe it, but it doesn't have to actually be company policy if the support people believe that it is.
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Would never buy Dell again
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...continuation of my above comment
https://www.delladapterprogram.com/Main.aspx
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I am okay!
I do think tech support should be based in the country they sell the most gear in.
How many Rupees, or what ever, for a new XPS?
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dell
Go HP..........
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Amen--it's about time
It would be nice if other companies follow this lead and bring more of our jobs back here.
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Re: Amen--it's about time
Not again, it's not worth it.
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Annoying remarks about India and English speaking
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Re: Annoying remarks about India and English speak
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Re: Annoying remarks about India and English speak
fuck off
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Re: Annoying remarks about India and English speak
fuck off
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Re: Annoying remarks about India and English speaking
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Today
I had a PCI card that would not boot up on a BRAND NEW Optiplex GX520. There suggestion after about 20 minutes of on hold was to get another one and try it. Luckily I did and I did that already and said that is not the answer. There next response was, Ah, try bying a different model and more than likely the PCI card will work.....
Yeah RIGHT! I took an older Dell 4600 and it works now I have to get 4 PCs swapped out to get this PCI card from Hell night mare back on track...
The other day it took 20 minutes via Web access to get someone at Dell! HP or Gateway takes maybe 5 minutes MAX!!!!!! I guess they must have routed the call to MARS and no martian picked up then to the MOON and the man in the moon was out jogging or something....
No improvements seen here from Dell within the last two days!!!!
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Re: Today
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Enough with dell
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Re: Amen--it's about time
I remember one night working with a customer trying to remove a virus from their system. About 90 minutes into the call, I decided to go check with one of the L2 techs and get advice. I told him What I had done so far and that I was just almost finished but couldn't get one or two files and registry entries out. He asked how long i had been working and I told him 90 minutes. I was then informed that I should have gottne off 50 minutes ago. I asked how and he said from now on to tell everyone who called in with any virus problem that they would have to reformat their computer....pure and simple. No tech support, no follow up questions....nothing....just reformat and sent them on their way and get back in the queue for another call.
I am a tech support guy who likes ot help people, not brush them off to get the next tech in line. This bothered me so much I quit. I have found gainful employment now with a company that cares for the customers, not for the "quick fix on to the next" solution.
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Re: Re: Amen--it's about time
During my little stint, there was one time when they brought in some "supervisors" from India. These were the guys the other techs would go to when they had a problem.
We were all very anxious and happy about this because we had to deal with the aftermath once some Indian tech had them do a "dirty reinstall" and then forgot to include the drivers.
Anyhow, I can't tell you how many jaws dropped and whispers emerged when these three guys walked onto the floor and sat down with...the WORST guy in the group! I mean, this guy treated his training like grade school and was more technophile than techie. He really had no clue what he was doing and we would often laugh at his troubleshooting technique (which usually consisted of him PMing us or coming behind us while we were on a call to ask a stupid question). It's amazing he had even passed his training.
But there they were. Learning about tech support from him.
They really need to bite the big one.
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Re: virus help
It's fine for a company to do enough troubleshooting with the customer to determine that, yes, the system is indeed infected with a trojan horse/virus. But many trojans and spyware prorgams are getting advanced enough so they can lodge themselves into Windows at the kernel level (rootkits). You simply can't ensure they're removed without doing a reformat and reinstall, period.
Many times, yes, a technician who knows what he/she is doing can get a system cleaned up successfully. I used to do on-site computer service calls and often did just that for people. But on average, a proper cleanup took about 2 hours - and I relied on noticing the little details to determine if I really had it clean or not. It wasn't the type of thing most customers would notice and report to you over the phone. (EG. Is it pausing a little longer than usual when people first log in to XP? Is one of the icons for an all-in-one printer device not showing up as active in the system tray?)
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Customer Service important???, really?
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Just escallate
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dell?!
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take it easy
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Dell "service"
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Have NOT had a problem with Dell.
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Dell= Idiots
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WTF!!! Dell = Doom! Apple is the Way!
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Bye Bye DELL
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I dont get it.
A few years ago all my tech calls went to India and that sucked, but the last few years have been great.
I use Gold tech support and purchase from Medium sized business division.
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dell
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DELL = Discus of Evil
So... It's on - Let's get this started!
www.freefromscandal.com = just launching as our little salvo to help push out all of this type of stuff!
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service
But I have to also say, just try getting an HP box repaired for non-business needs. that is even worse.
off shoring is not the answer. hopefully they are starting to understand it. all of them.
as a side note, it isn't always a dell or hp or whatever issue, perhaps it is always the fact that we get exactly what our employers think we deserve (or they are willing to pay for).
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the changes (and resultant costs) "sure doesn't help Dell make its quarterly numbers"
You see the problem ? Companies care only about their fracking bottom line. It's about time their shitty service and the bad reputation that follows come back to haunt them.
If only those jerks were listening to their clients instead of stock analysts. Companies like Dell, Apple or Sony wouldn't be as hated as they are now.
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build quality
My school re-sells Dell laptops to all of the unsuspecting new students. Dell must give the school a kickback, because the school bullies ignorant people into buying from them by claiming "all laptops break, so you'll need our support, and we only support the computers we sell."
With daily use my HP has had zero problems. Probably half of the people with "top of the line" Dell Latitudes has had a problem relating directly to poor design. More broken power cords than you can count. Keys literally fall off of the Dell keyboards regularly, and the lettering on the keyboards was rubbed off of most people's keys by the end of the first semester. Most cases are now discolored by palm prints.
The other dells I've seen bad hard disks, fans that failed in under a year, and bad motherboards.
There's no way saving a few bucks over and HP/IBM/or anyone else is worth the aggravation. What surprises me about the article is that it's taken this long for Dell's sales to drop.
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Wrecked reputations
For example, my father just bought a $2,000 Gateway system with Gateway's security software. First thing out of the box we went to install the Gateway security software and it crashed the system. The software created a partition that system restore could not remove, using the CD's Gateway shipped to restore the hard drive didn't fix the problem, and Gateway told us it wasn't their problem. The people who made Gateway's security software didn't know how to solve the problem. All the computer makes don't get it. The customer needs real support for both hardware and software problems.
I called Dell support many times over the past 6 years and they never solved the problem I called about.
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Re: Wrecked reputations
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You Get What You Pay For
Did I mention that the machine cost $4,000? You want a $600 laptop, bully for you.
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About time with AMD
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Another former employee
Home Grown FTW
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Phew!
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Dell
i had bought dell with patriotism in mind,,, guess what they are cheating all us americans... 85% parts and labor are from out side usa,,, damn these companies those are calling themselves american but very few american are working for them and there is no patriotism involved other than greedy bottom line. once i have had "techincal problems" and i called them... guess what happened after i placed a call...
call has been transfered to non-native english speaking countries and there was a wait,,,it was breakfast time for me... so i and may family start breakfast and complted but only automated operator come to disturbed me telling me "your call is important to us, technical analyst will be right with you, please contineu to hold"... i finished breakfast.... still that damn message was interupting your daily life... i was very adament to hang-up and put call on speaker and engaged myself in other activities...lunch time came... and gone... dinner time came and gone... almost eight hours passed finally call has been transfered far eastern country and after few minutes talk, i was put back on hold to clarify and get permission to start procedure from management.... guys i aplogise to dragged you in this mess and long talk... but do you people in customer services say.. if you have bad experience... customer tells five people and chain reaction start and finally compny shuts down... i think so being a manager and has to talk to many meeting and confernces, the time has come whether dell will improve customer service or shut down... dude you got dell.. certainly you gonna go to hell...
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Dell service
But here's the thing, all my calls are routed to Knoxville rather than India as part of the XPS customer support. That suggests that Dell themselves considers the outsourced support to be second rate for the users who buy the cheaper machines.
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Re: Dell service
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Dell Gold
I'm the systems administrator for a medical facility, and we use dell. We have dell business gold support on all our machines, and the support couldn't be better.
I call and put in my ESC, and almost immediately I get someone on the line. Someone from Idaho who speaks ENGLISH. They don't argue with me. I say I'm a technician and my ram is bad. Or this motherboard is bad, and I have one in 4 hours. I'm super pleased with it. Never had any troubles.
HOWEVER, I do realize that we pay a good amount to Dell for such support, so I will agree that it sucks to have to pay out the ass for good service.
I've never owned a Dell for personal use, so I can't say much about their support on that end, but from the comments here i'd say maybe not so good.
So yeah, I'm definately not making any excuses for Dell. Its bad business to have to pay a rediculous premium for good support... but I did want to say that it DOES exist in some form.
Toodles.
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How many questions?
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You pay for what you get!
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It isn't only Dell that sucks...
If you want a decent experience do what I did and switch to Apple Mac.
- fantastic quality and design of hardware
- OSX, an OS that Windows VISTA can't catch up with, will never catch up with either
- Great -free- iLife apps
- Runs not just MS Office but Windows itself, including VISTA, when or if you need it
- Zero viruses and other malware, no need for slowing systems with antivirus products
I really suggest that between MS, Gateway and Dell they are aiming to give you guys the worst experience imaginable. Just give Macs a go and see what I mean, you won't look back I promise you.
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Apple baby.
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Dell notebooks
Bill
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1 hour of phone time for 8 days turn around time
I too owned many Dells for the past 10 years. Why? They used to come to my house and fix the problems, or at least spend hours on the phone with me until it was resolved. Last time, they told me at the c prompt to type in REFORMAT umm hello we all know what that means. They didnt even warn me that typing that would erase all my memory. Good thing I knew better. I feel sorry for the gal who didnt and lost all her work. I will NEVER buy Dell again. or not until they figure out that customer service reigns supreme.
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Re: 1 hour of phone time for 8 days turn around ti
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Alternative
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dell
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Dell's lousy technical help in India
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Re: Dell's lousy technical help in India
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Re: Dell's lousy technical help in India
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Dell poor service
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Dell poor service
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I am fed up with Dell
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Reluctant Dell Purchase
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YES to Apple
Either way, I see Dell transforming into another Gateway. And now that Apple's can run OSX, Windows, or x86 linux, I see no reason to believe that they're not going to grow.
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Well!
I have just spent 4 days, a total of 14 hours, simply trying to order a power switch for a Dimension 4600.
I was originally shipped a dual USB port. I've had a manager tell explicitly that "They aren't technically trained, and don't know what it is I am trying to order". THIS IS IN SALES!
She then transferred me to tech support, where I waited another 2 hours.
Thank God for the guy who answered (He was not Indian). He understood what I wanted, needed, and made it happen.
Unfortunately for Dell, after two previous total fuck ups with customer service, we are done with them.
No More.
I'll pay triple for something else or build my own from now own. Shame since they had so so so much promise thru the early years.
They are simply now the Chrylser/Ford/GM of American computers.........
Get a clue Dell. And that clue doesn't reside in New Dellhi.
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reply to Sunil Nair Patel
fuck off"
Yes! We do! It's making us wait hours for shitty service, getting it wrong, blaming us, then telling us to fuck off!
Dell Sucks. That's a capital S in sucks by the way.
SUCKS! I've gotten better service in Tijuana Mexico from homeless street people.
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Dell Support Sucks
Senario 1.
I called Dell because the ATI Video card in the laptop has gone south. The problem was documented in their User Form. I was made to waisted 2 hours then again 2.5 hours of the customers time and money reformating the hard drive and reinstalling the hard drive because they would not give me an rma number. Befirore starting the 2nd install I informed the support guy that it was going to take more than 2 hours and asked if they were going to pay if it was the Dell computer's Fault. You all know the answer. I spent more than 2 hours doing it again. My cost to the customer was $525.00 however if an end user had called them they would never had gotten an rma number.
This is just one example I can provide hundreds more.
Senario 2
All the motherboards in 65 optiplex computers purchased in 2004 need to be replaced because they has a design flaw that causes the Caps on the motherboard to blow.
They will only replace them as they blow up.
So far 32 of 65. They are just waiting for them to get out extended warrenty.
I would chose HP or IBM/Lenovo or clones given an opportunity however it is not my descission.
We have gold service and Dell Support still sucks.
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NO MORE DELL FOR ME!
I will NOT do business with them again. That is sad, I've always owned a Dell.
However, it is impossible to overcome the language barrier and Dell refuses to own up to it's own mistakes.
If you want service or an english speaking rep AVOID DELL AT ALL COSTS!!!
I only wished I'd read all of this before wasting so much time and $ only to get the wrong PC, late, and the poorest service ever!
I'll b epurchasing from HP from now on.
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DELL HELL STUFF
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Lenovo is no better if not worse...
I thought buying IBM notebook would be different.. sorry! First if you want to receive service internationally, think twice, you might have to learn Mandarin before receiving any service.
I bought a Thinkpad in Hong Kong, I thought I could repair in Shenzhen after registration on the net. No they said the system is seperate, you need to follow extra procedures like faxing to a Beijing fax no. of your invoice and passport. I called a Beijing phone no. and guess what they can't even confirm your 'alphabet' correctly... I wonder if I have to learn french to begin to get any form of service in Paris...
This is not the end... after my first repair service, they lost all my records and changed my warranty expiration to ex-factory date, which is almost 5 months earlier. I found that out during my second repair, of course I didn't get my repair. I had to go to the retail shop to beg for an invoice reprint because I didn't keep my invoice with me. After sending them the invoice, they told me they need 1 fxxking week to update their record.....
This time I can't hold my patience. I asked the operator for his supervisor and guess what... his supervisor is not around... and I had to wait for them to reply. And for several days, my only answer from them, is "please wait for our reply"...
I can speak English and Cantonese and Madarin. These operators can only speak their mother tongue fluently. You won't be able to have decent conversation with them in English. I wonder how I would be if I could only speak English... I probably would explode
Dell's service is terrible either, because they like to swich your line to people who can't pronounce 'alphabets' correctly, not to mention professionally.
I guess when you want to buy things at the cheapest price, you'll get lousy service. Dell is famous for its low price PC.
However, Thinkpad is not cheap. I am sure with these kind of systematic problem, their performance won't get anywhere. You may want to short some stock of Lenovo... Lenovo can only use IBM's previous brand name for limited period...
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Need help - advice
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https://support.dell.com/support/topics/global.aspx/support/dellcare/en/outstanding_issues? c=us&l=en&s=gen
Good luck, customer service at almost any company these days is terrible, does nothing to build any loyalty,
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Re:
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Thank you Mike!
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Dell Tech Support Nightmare
Finally a relatively bright guy from my ISP suggested I try a new network card. I bought one and when I went to put it in, the instructions said to be sure and secure it to the frame with the screw so the board wouldn't wobble. When I opened the machine, I discovered that Dell had shipped the machine with screw holes, but no screws, and so the board was loose. I am switching to Apple.
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So Long, Dell!
I have learned my lesson. Although this is my fourth, it's also my last.
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OH MY! Can't get hold of anyone.... SAD!
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Idiot - farm out cust svc to India
Training India personal better is not the answer- Go back to your roots to remember who and what you are, where you should be will follow- find your loyal employees and you will grow like before.
what made them great? lets think.... Ahh Customer service (in a language without a thick accent) that you understand. And if they would think for just one minute longer they let U.S. personal customers in India, while the business customers got moved to U.S. support. Alot of the business customers are also personal customers too. Dell needs to better understand the dynamics of thier customers.
I have nothing against India, but Dell does not belong there for Tech Support!
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Re: Idiot - farm out cust svc to India
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Looking For Job
Gajendra kumar Mourya Email: gajendra_mourya@yahoo.com
Civil line, Amarwara gajendramourya@gmail.com
Dist. Chhindwara (M.P.) Contact: 09827752559
Pin : 480221
______________________________________________________________________________________
Career Objective : I want to give my best contribution to the rapidly growing organization and push the organization forward through my knowledge skill and attitude, and want to make respectable status in the society.
Educational Qualification :
Ø Presently pursuing Bachelors of Engineering (B.E.) in Biomedical Engineering from SAMRAT ASHOK TECHNOLOGICAL INSTITUTE (S.A.T.I), VIDISHA (M.P.). Currently in seventh semester so far secured 69.8% marks.
S.No. NAME OF EXAMINATION BOARD/UNIVERSITY YEAR OF PASSING RESULT (%)
1. X M.P. Board, BHOPAL 2001 65.00
2. XII M.P. Board, BHOPAL 2003 61.33
3. B.E. 1st Sem R.G.P.V., BHOPAL Dec.-03 62.70
4. B.E. 2nd Sem R.G.P.V., BHOPAL June-04 58.70
5. B.E. 3rd Sem R.G.P.V., BHOPAL Dec.-04 65.70
6. B.E. 4th Sem R.G.P.V., BHOPAL June-05 73.10
7. B.E. 5th Sem R.G.P.V., BHOPAL Dec.-05 77.60
8. B.E. 6th Sem R.G.P.V., BHOPAL June-06 72.60
9. B.E. 7th Sem R.G.P.V., BHOPAL Dec.-06 78.40
10. B.E. 8th sem R.G.P.V., BHOPAL June-07 RWA
Training: -
Ø 21 days vocational training of hitech biomedical equipments from “People’s Hospital And Research Centre Bhopal”.
Ø 28 days training from Advanced Training Institute For Electronics & Process Instrumentation (ATI-EPI) Ramanthapur, Hydrabad (A.P.).
v Operations and maintenance of Ultrasound Scanners – One week
v Operations and maintenance of X-ray machine - One week
v Operations and maintenance of Patient monitoring - One week
System in ICU
v Operations and maintenance of Physiotherapy - One week
Equipments
Favourite Subjects :
Ø Biomedical Equipments
Ø Digital Signal Processing
Minor Project : “Voice Communication through Laser”
Description:
An optical communication system for inner and infra building communication. Closed circuit TVs, PCs, LANs, etc can be built using following three basic components:-
1) Light emitting source which could be a laser diode or light emitting diode (LED).
2) Transmission media such as optical fiber or free space.
3) A light receiving element.- photo transistor (2N5777)
This system is ideal for speech or voice communication between two adjacent hospitals and between homes on the opposite side of the road.
Major Project (undergoing) : “ECG Data Compression (Using “C”)
Hobbies:
1. Playing Chess.
2. Riding Bicycle.
3. Making Friends.
Personal Profile :
Date of Birth - 31st Oct 1984
Father’s Name - Mr. Laxman Prasad Mourya
Marital Status - Single
Nationality - Indian
Languages - Hindi, English
Current Address - c/o Vijay Jain, House No. 2,
Indraprasth Housing Colony,
Vidisha, (M.P.), 464001.
I hereby declare that the information given above is true to the best of my knowledge and belief.
Place :
Signature
Date : Gajendra Kumar Mourya
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Sales Support - disgraceful service
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Poor Dell customer support on home laptop
I have had three weeks of hell trying to get someone to send me parts or send a tech to fix my issues. The chat screen text shows that they have no clue how to provide customer service. Repeat over and over, again and again, what the issue is and they still cannot figure out what to do.
Dell had four chances at getting it right and they dropped the ball each time. Sorry, Dell, but you may have just fallen off my list as a future supplier. Remember, everyone needs to replace their laptops sometime, and right now I am going to look elsewhere for my next three.
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Dell King of Crap Service
Upon first placing the order for a system...wait for it not once, not twice but at least 3 times I was finally able to speak to a rep to correct the "mistake" and actually get the system.
Granted the system worked for the first year and a half the problems began not long after.....good thing I got that extra Complete Care Warranty right!?!?! Hardly...after several calls stemming from small things like the screen freezing or the possessed touch pad the calls started to get into bigger problems like the Blue screen which says your harddrive is corrupt. Repeatedly and stupidly I went through the Rinse and Repeat steps: Call, hold, system check, hold, reboot. Being a computer illiterate I could even tell them that the hard drive needed replacing but to no avail. What do I know I only work on the shitbox day in and day out! Oh lets not forget the reminders that I had the Complete Care and wanted to send the system for "Complete Care"!!!
Then one day Surprise...the system crashed altogether. Not only did I lose an important work document I was told to go out and shill out $200 to have my files, whatever was left, retrieved. In the meantime wait for the hard drive to be sent in and replace it. Of course this was not so easy. The system still did not work....when asked to speak to a manager about what would be done to compensate for the frustration I got 2 mins with a nonchalant manager who kept repeating that they would send me a way bill to ship the whole system for repair. I have the system back, but the latest there are no software applications on the system. Just getting off the phone with Dell yet again...being told that they sent me Wordperfect with the system and though my system upon initial start up had Microsoft Office installed. Dell can not do anything about it.
Here's another thing Dell can't do anything about, me telling every contact in my address book that not only does Dell not care about its customers, but if you're lucky enough to get your order through on the first try you'll still have several years of problems to look forward too! Dell can rest assured no future PC purchase I make will be with them! Congrats Dell another customer happily walking away.
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Replies to all comments mentioned above
Thanks
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Replies to all comments mentioned above
Thanks
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Liars
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Liars
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response to 118, 119, 120, 121, 122
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Re:Dell and Horrible customer service
Its probably a cheaper idea but eventually it will catch up with the users and when they do go away from dell...nothing will make them come back....as i wont..even with a free machine..
Ravi
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DELL Poor Customer Service
Recommended a DELL notebook and delivery was postponed to 3 weeks later than original. Called their customer service and refused to listen but talked at the same time. Hung up twice on me, maybe as a sales tactics.
Called the supervisor and was nno help either! Dont recognised the feedback and admitted its poor service and not looking forward for future recommendation to potential customers!
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Re: DELL Poor Customer Service
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F-Ing DELL!!
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poor dell customer service
Have a great day,
Joe
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Cant help it
Now coming to Dell as a computer manufacturer ! They are like any other comp makers. If you search the internet you will have a bunch of people talking trash about HP, LENOVO, IBM etc etc FYI only 2% of all the comp made would have issues and 1% of all the people who buy those 2% would put their comments on blogs and many of them would love to blame indians for a defective product.
As a Dell technician I would love to replace the entire system if you have an issue, but i cant because my boss and his boss would bite my head off.
So here's what you do. If you get a new DELL COMP you have 21 days to try it. If you have an issue with the comp, call tech support try to fix the issue for say about 2 business days. Most of the time the issue get resolved. Now if that does not work out. Please contact customer care and State that you want to RETURN the comp. " Please do not ask for system exchanges because customer care will dump you back to Tech support " So once you say that you are not satisfied with the comp and that you want to RETURN the comp, an escalation team member will call you to try to save the sale. Please do not be rude to them and give them your smart ass redneck racist comments because if these guys want they can tell you to F off and you'll be stuck with that defective computer. Be calm and tell them that you spent a lot of money and you are not getting what you paid for. TADAAA you get a system exchange approved after 2 calls.
i'm not saying all of us in india understand what you guys are saying over the phone. Some times i wonder why the HR dept hires such DUMB F***s. I can assure you that 80% of us understand you properly. Most of us watch southPark and MiamiVice hehehe..Kidding. Anyways even though we understand your lingo and ding dongs we cant change our accents in a few years. So guys all i request you to do is. Become smart. Showing your temper will not resolve anything. Watch Harold and Kumar goes to white castle. Buy an Anaconda. Stop using credit cards. And please stop giving out racist remarks. Go through this post and you'll see that DELL SUPPORT can be the best thing that's ever happend to you
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Re: Cant help it
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Re: Cant help it
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Worst Service on the Planet
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Worst Service on the Planet
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Outsourcing to India was the worst idea corp America has come up with.
It's all about saving a buck for corporate business, because Indians supporting Americans is a Damned Joke. There are always exceptions to the rule, but, 99% of India based support SUCKS. I have flushed better things down the toilet. Piss Off.
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Sad state of affairs
My latest dealings with them were horrible. I don't care where the tech support is. I just need results.
I got so mad that I cancelled an order for Norton 360 before I got off the phone with them. The guy was rude...
They shipped it any way. When I complained long and hard, they acted like they were doing me a favor by eating the shipping costs.
I don't have any kind words to say.
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India
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Service is better now...they cancel the orders for you
They told me that, in the future, I should not order on line but use a rep instead. What?? And then told me I had to go online and reorder. BS. You screwed up - you fix it.
An hour later, an order specialist finally got on the line and tried to recreate my order for me. But I was late for an appointment and told him to call my wife when he got done. He did. Said he couldn't get everything to match up perfectly, but for $22 more, I'd get Trend Micro Antivirus. She said fine. I get the order emailed to me. No anti virus and the total is $40 more. WHAT??
I called back tonight, got transferred 3 times in 30 minutes until they hung up on me. Apparently it was closing time.
So, it looks like things at Dell have improved. You no longer have to cancel your orders. They assume you'll be PO'd and they do it for you :-).
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Poor Customer Service
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Poor Customer Service
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Poor Customer Service
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Lousy customer service at Dell
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unbelieveably bad service
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Dell
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Dell financial services NIGHTMARE
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Dell C.S. Sucks!
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Poor Dell Customer Service
here is my email ..
Hello,
I am not sure if anybody at Dell actually gives a crap about the customer seeing that it is such a big company and sales are great, One lost customer I am sure is not a big deal. However I thought I might write to you and if there is somebody that care's maybe they can take a look at what happened so that history is not repeated.
One of my clients is the ************ Institute of Technology's faculty department. Their workstations and server are on lease and the lease is ending at the end of this month.
I explained to the Customer Service Rep that I purchased this Dell Server and had asked several time regarding delivery times in order that I may facilitate the installation of this server in a timely manner. I was told that the server would be here for me no later then June 2nd. Accordingly I allocated two technicians, one local and one I had to fly in from out of town to get this server setup. I had allocated 2 days for them to install, test and turn up this server. I also explained that I had no openings for the next couple of months and that if the server does not show up, I would have to farm of the job to another company and there was a potential of a loosing a client. One client in the grand scheme of things might not be important to you but it is very important to me.
After placing the order I called several times, each time being put on hold forever and being transferred back and forth having to re-tell my story many times over only to be told finally that the server will be there basically when it will be there and there was nothing more anybody could do to get it here any faster. I spent many hours on the phone speaking to various customer service reps., explaining and pleading my case but again it was "there is nothing we can do, it will leave here once it is done and get there soon".
Finally I saw an email that it was shipped and I called to see how it was shipped which the customer service agent would not disclose after repeatedly asking him, and all he would say is once it gets to the border it will be delivered the next day, Finally tired of not getting anywhere and being spoken too like I was his child, I asked to speak to the manager who informed me that it was shipped ground.
As I sit here today writing this email, my technicians are gone and I had to pay them 2 days wages plus expenses from one of them and I have no open times in the schedule to get this server installed. I fail to see the logic or the reason of this whole situation and I am left with many questions..
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If you're reading this, you're probably too late!
The topper, the back up drive (recovery drive) that is supposed to keep ALL of my files in case I need to reload my OS, didn't work like it was supposed to. And this was only 3 months after I made the purchase.
Dell is one of our affiliate partners that we work with in our business, spending upwards of $1.5 million per year with Dell alone. We did $8.2 billion in sales for the fiscal year of 2008, and can project that with our growth, Dell will not be involved in the near future.
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Dell Poor Service
I signed a PO Work Order at work for $31,000 in new HP equipment. Didn't even consider Dell. I will not recommend Dell to associates or friends their just that bad
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Dells Poor Customer Service
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Dell Support
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Sold My Shares of Dell Today
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No Improvement From Dell
10-26-2009
DISGRUNTLED HOOSIER.
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Dell screwing up
Waiting a month for a laptop, customer service people that can not speak english well enough to be of any help, hang up and disconnects. No response from Dell.
They just say if you are not happy then cancel your order.
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Dell screwing up
Waiting a month for a laptop, customer service people that can not speak english well enough to be of any help, hang up and disconnects. No response from Dell.
They just say if you are not happy then cancel your order.
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UNBELIEVABLE!!
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Former Dell Customer
I will go out of my way not to purchase from Dell now even when they are having their deals because of the chance they might screw it up again. So I went to a big competitor of theirs and I found the same hard drive for less and it came in 2 days to my doorstep with no hassles. The order processing and shipping at said competitor was flawless. Dell has lost another lifetime customer and I will be recommending to all of my business contacts and family to steer clear of such an unprofessional company.
Former Dell Customer
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Poor Dell Support
So I go back to the trusty phone, and after going through Andria, and Salchin I finally get Harani. All nice people again. Harani wants to start from square one diagnosing the system. We spent half an hour last week doing that, we know the problem and he had the report. So now there going to contact me within two business days to make an in house appointment, that's as good as it gets. Hopefully by the end of next week I'll have a critical business computer online again. I wonder if Dell would tolerate that service from a vendor of their's, doubtfull. a loyal customer (10 Dells) that feels it's time to look elsewhere for equipment.
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Poor Dell Support
So I go back to the trusty phone, and after going through Andria, and Salchin I finally get Harani. All nice people again. Harani wants to start from square one diagnosing the system. We spent half an hour last week doing that, we know the problem and he had the report. So now there going to contact me within two business days to make an in house appointment, that's as good as it gets. Hopefully by the end of next week I'll have a critical business computer online again. I wonder if Dell would tolerate that service from a vendor of their's, doubtfull. a loyal customer (10 Dells) that feels it's time to look elsewhere for equipment.
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Re: Poor Dell Support
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Poor Dell Support
So I go back to the trusty phone, and after going through Andria, and Salchin I finally get Harani. All nice people again. Harani wants to start from square one diagnosing the system, we spent half an hour last week doing that, we know the problem and he had the report. So no there going to contact me within two business days to make an in house appointment, that as good as it gets. Hopefully by the end of next week I'll have a business computer online again. I wonder if Dell would tolerate that service from a vendor of theirs, doubtfull. a loyal customer (10 Dells) that feels it's time to look elsewhere for equipment.
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On hold with Dell Tech Support for 2 hrs
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Re: On hold with Dell Tech Support for 2 hrs
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hi there
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Won't Buy Dell PCs Going Forward - Can't Take the Broken Language, Script Service Deskl any Longer
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Dell Support
I am from Karachi, Pakistan
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Re: Dell Support
From the day I purchased, I have been using this as a desk top, no shaking, no rough useage, only licensed software and licensed MCAfee, still it failed & Dell tech support says that it is a electronic item, it can fail any time, joke of jokes, tech repair guy is surprised that it has worked for 2 yrs, he says that I should be thankfull that it has lasted so long without any major defects. He also added that other companies laptops are worse and only Dell lasts so long. :(
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Poor Customer Service With Walsh Western
The whole delivery to be exact. Ordered 19th September. Delayed processing of order - all Dell's fault. Order shipped, showed as arrived in UK on 1st Oct. So I arrange for someone to be at my home all day today, finish work early to relieve them of their duty, and when I get home I find that the Walsh Western tracking site now shows delivery as "n/a". So I ring Dell, who barely even apologise for the poor service on my 15th Dell PC. The first csutomer service agent cut me off after 10 minutes. The second customer service agent, Jof, told me that only 1 box had arrived, didn't seem to know where the other two boxes were, but assured me nonetheless that they would be delivered on Wednesday 6th, by which time I will be at the other end of the country. So, when your courier (rubbish courier) puts the card through the door, possibly on Wednesday, possibly not, for your tracking systems really arent up to the mark, I will get that late Friday evening, by which time their depot will be closed. I'll then have to ring them in a week's time, and arrange another delivery, since i am travelling on business all next week. Meanwhile my £1,031 laptop could be anywhere. Frankly it's some of the worst customer service I've seen. And when I suggested to Jof that Dell should offer me some recompense, there was just silence. Stony silence. Your couriers have let you and me down, and you've used them for years and years, so they should know better. I would suggest that you send me about £100 as a gesture of apology. Or perhaps a really nice black laptop rucksack, top of the range please, to go with my top of the range laptop (well, it was top of the range when I ordered it). Can't think when a multinational comnpany has annoyed me so much by performing so poorly, and didnt even have the decency to say "I'm really sorry". Please feel free to ring me. Mobile 07900 414171 is best.
Regards,
Graham Thomson.
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I will look for someone else to solve what I think is a simple sound problem and I will no longer purchase Dell products.
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Dell web page "support"
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No more Dell
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No More Dell
They are in the toilet -- I will NEVER, EVER BUY A DELL AGAIN. Their outsourced service is in the total pits -- can't find the service tag, their "tools" are down, one and on (no help for three days currently.)
IF YOU ARE LOOKING TO BUY TAKE SOME ADVICE FROM AN OLD SALT -- BUY SOMETHING ELSE!!
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dell manager and sales executive domulur cheated. Took Rs 1,700 extra from me. unethical behaviour to customer
SO DONOT BELIEVE DELL. THEY MADE ME AS A MAD.
EVEN THOUGH I HAVE ALL EVIDENCE WITH ME NO BODY IN DELL READY TO LISTEN AND ACCEPT IT.ALL IN DOMALUR DELL SHOWROOM HAS SHARE IN THAT I GUESS.THEY ARE DOING THIS THING FOR SO MANY YEARS.So that they were are not listening me eventhough i showed the proof. nearly two weeks I was not sleeping because of this.I BECOME A JOCKER IN FRONT OF MY FRIENDS AND FAMILY.ALL ARE LAUGHING AT ME SAYING "NO IDIOT CAN BUY THIS LAPTOP FOR THIS RATE".SO PLEASE AWARE OF THEM. ESPECIALLY DONOT BUY DELL LAPTOP IN CROMA SHOWROOM AND DELL EXCLUSIVE STORE DOMULUR.
I donot have enough money and time to proceed it.They are not ready to proceed it. So I left it.
Suggest you friends not to buy Dell laptop anywhere especially in Croma Showroom near Sony world signal.
If you buy I am sure they wonot help you if you get any problem.
According to me there is no different between theif and that Dell Girl(ANU).
THE GREAT LADY WHO CHEATED ME IS "ANU".
THE GREAT MANAGER WOH TALKS IN UNETHICAL WAY IS "ABHISHEK".manager of Dell exclusive store Domalur
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Dell Customer Service- The worse i have ever experienced
Her old PC has broken and is now unusable. So she bought a new one and for the past week has been trying to restore the files from Dell Datasafe on-line. She has found this impossible. She asked me if I could help out. I read all the help files and also failed to solve the problem, despite deinstalling and reinstalling all required software, adding new PC's etc and trying pretty much everything I could think off. Suffice to say that Dell Datasafe on line is far from being user friendly.
This morning I phoned Dell customer support for some much needed help. It was the worst customer experience of my life. And lets face it expectations of service are generally pretty low these days. The operator spent most of the conversation trying to get me to give her the service tag from my PC; despite my protestations that I was calling about Dellsafe Online which to me is software and therefore not really a hardware issue.
I was viewing my mums PC remotely using Teamviewer from a Mac to try and help out. As soon as they heard the word mac they instantly referred me to the Apple helpdesk and tried to get me off the phone as quickly as possible. Appalling. On my request, my case was referred to a supervisor who agreed with the operator that they could not help as they were not a software company and I needed to call Apple. I got quite angry. They finally said they would transfer me to the software support team, which didn't exist just seconds earlier. Then they cut me off.
If they could have just provided some basic on line trouble shooting information, or provided their call centre operatives with basic product information that would have been a start. If they could have let me know what caused the error codes then this could have helped me find my own solution. Not unreasonable as this is a paid for service afterall - so some support for a technical product needs to be provided.. If Dell don't want to support this service then I would suggest that they either a) make it free b) cease offering it.
So the Average Speed of Answer/Grade of service figures for the Dell call centre will remain intact. No doubt the management team will give themselves a pat on the back at their next meeting for how well their service centres are performing and for how much money they have saved through global outsourcing. I didn't even bother to call again as you could tell that this was service so bad that any sort of repair or resolution to the problem was beyond realistic expectations.
My family's relationship with Dell is over for ever. I am now looking in to using Carbonite for data back up and will never buy a Dell product again based on service alone. I wrote this an alternative to an angry complaint to make myself feel better. Won't even go into what is wrong with the service as I suspect that the the company must be well aware of the problems and know how to fix them, but couldn't care less. The end.
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Dell won't honor their warranty
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Dell support
video camera driver went missing. My laptop is out of warranty, and I can get no support from Dell with out
paying.
I will be damned if I will pay good American dollars
to talk to somebody in India who I cannot understand.
Last Dell I will ever buy. My daughters Inspiron also gave up the ghost. and my wife's is acting squirrely.
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Dell printer customer support
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