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.


Reader Comments (rss)

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  1.  
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    Chris H, Jun 13th, 2006 @ 10:32am

    We switched to Lenovo because of Dell's poor customer service. That's about 1000 machines right there.

     

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  2.  
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    Some IT Bastard, Jun 13th, 2006 @ 10:34am

    Dude, your getting a Dell?

    I deal with Dell a lot. The suck. I have filled out their customer satisfaction forms before, and just left nothing but negative feed back.

    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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  3.  
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    Some IT Bastard, Jun 13th, 2006 @ 10:36am

    damnit!

    2

     

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  4.  
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    John W., Jun 13th, 2006 @ 10:40am

    On-Shore?

    So does this mean I'm going to actually speak to someone on-shore who speaks friggin' English when I call their tech support? I have had TERRIBLE luck talking to tech support which seems to be in India. I have nothing against Indian people at all, in fact there are many Indians at my work and they are awesome to work with. However, in dealing with the Dell tech support people, if your response to them isn't exactly on the script that they're following, the script they've been trained to follow, then they blank out and put you on hold to go ask their manager something. Meanwhile, they've misrepresented what you've said to their manager and come back with an answer contrary to what you're asking them. It's so aggrevating! It's one thing to know how to pronounce all of the english words and have a superficial conversation, but a completely different thing to understand all of the nuances of english and respond properly to a technical request call. I returned a DELL workstation I was having a minor issue on just because their tech support pissed me off so badly. It's gotta hurt their sales.

    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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  5.  
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    NoX, Jun 13th, 2006 @ 10:43am

    English do you speak it!?

    Maybe their techs should speak English... That would help even know they are just reading to you off a sheet of paper.

     

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    Geek of choice, Jun 13th, 2006 @ 10:44am

    More than customer service

    I could deal with their poor customer service when I bought my Inspiron back in 2001, and when my Mom bought a Dell desktop (without consulting me).

    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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    Geek of choice, Jun 13th, 2006 @ 10:44am

    More than customer service

    I could deal with their poor customer service when I bought my Inspiron back in 2001, and when my Mom bought a Dell desktop (without consulting me).

    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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    Louise, Jun 13th, 2006 @ 10:45am

    Re: On-Shore?

    So agree with you.

     

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    samay, Jun 13th, 2006 @ 10:46am

    I have already started switching all my Clients to Lenovo. Their support quality is still A+, they don't waste your time and are willing to ship replacement parts much more readily then Dell. Well Gateway went down for the same reason maybe now its Dell's turn

     

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    J.R., Jun 13th, 2006 @ 10:49am

    Duh Duh Dell

    I just recently bought my first-ever Dell computer. Before-hand, I'd always and without fail built my own computers. But I get a great deal on Dell computers through my emloyer, and I've been wanting a laptop for some time. I got a great deal, but Dell messed up my order: on the website, they show me getting a free 100 GB hard drive. I ordered a TV Tuner (not a TV Out) card and they gave me a faster processor than I ordered and a free printer for which I had no use whatsoever. Er, thanks? The only way I could get my laptop's hard drive upgraded was to return it to them in their entirety. What? No. I supposedly have in-person support for the first 30 days and then all kinds of mail in support thereafter. But I see that that's not actually the case. Hopefully Dell will live up to their warranty. I just went ahead and kept the lap--top as-is. I figure the difference in processor speed more than makes up for the lack of storage capactiy (I have a large amount of storage on my wirelessly networked desktop and they work fast enough for my tastes).

    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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    Ex Loyal Dell Supporter, Jun 13th, 2006 @ 10:57am

    Finally ! Will they listen now ?

    I am a very skilled IT person that has been a huge Dell supporter since they first appeared. I personally own and support more than 10 of their machines. We own thousands at work. When they made the move to India, it was a sad day for all of us who have to call them. Their support, ease of access and replacement policy was always their strongest asset in my opinion. Now, the wait in the phone queue is hours long, the person you reach is not the least bit skilled in support of the product, and the language barrier is immense. I HATE calling now for any reason and end up frustrated and on the edge of a breakdown after a call. Especially if I have lost connection after waiting an hour on hold and having to start over. I have had calls where I have been disconnected 3 times, and have to repeat all of my info again each time. Wake up Dell, you are driving us to your competitors - and I have been happily sharing my opinion with you everytime I am surveyed. I no longer recommend you to friends and family, because it would not be nice to do that to someone you like...and my office has made the choice to go with HP laptops when our replacement cycle comes up next month.

     

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  12.  
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    Ex-Dell employee, Jun 13th, 2006 @ 11:09am

    hahaha

    I used to work at Dell, doing technical support. Over the years all they did was keep tying our hands tighter and tighter so that we couldn't actually fix anything. Then they outsourced all of our jobs to Inida. Nothing against people from India, but fark you, you took our jobs.

    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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    Herb No, Jun 13th, 2006 @ 11:14am

    Poor Dell service

    Aside from the usual language barriers, Dell decided to dink me around until my 3yr warranty finally ended and I was ignored in total. It didn't matter that my modem and LAN ports were giving me trouble for the 3 previous months before my warranty ended. I hope they loose as much as possible. I went back to Gateway and had nothing but positive results.

     

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  14.  
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    Brian C, Jun 13th, 2006 @ 11:34am

    Dell Support

    Seems to me a bunch of people are complaining about the poor tech support they receive from Dell. I work in the IT biz and it seems that you get what you pay for. Everyone wants everything for free. I only buy the Opti-plex & Latitude lines for desktops & laptops and a occasional Precision line workstation. These are top of the line Dell products. They come with 1st year next business day of onsite support. Then I pay for the 2nd & 3rd year. Also included is the accidental I dropped by laptop and it broke coverage. Basically covered for everything except theft. When I call support via 800 number I get someone in FL or TX. They speak English very knowledgeable. Stay away from the bargain basement Dimension & Inspiron product lines and I’m sure you may have a different experience all together.

     

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    Anonymous Coward, Jun 13th, 2006 @ 11:35am

    Moved to Toshiba and Gateway..

    Its easier to buy a Toshiba or IBM where you can at least get someone that speaks english.

    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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  16.  
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    Xelkos, Jun 13th, 2006 @ 11:36am

    Good Machines, Bad Support

    Dell makes great macghines, but even with the best machines, they are not perfect and can break.
    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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  17.  
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    austin, Jun 13th, 2006 @ 11:42am

    dell

    i've owned 8 dells over the past six years in my small consulting business. i've been so fed up with dell's india bu@#$it that i've ordered my daughter a lenovo for my daughter at college

    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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  18.  
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    Spoonman, Jun 13th, 2006 @ 12:25pm

    I wonder if they're looking?

    Dell? Are you reading? See, for me the problem isn't the tech support, my company at least paid for the Premier support. Which means I get through to a person in just a couple of presses, and they 90% of the time speak American-English(an FYI, English is the most commonly spoken language in India, it's just not spoken like you're used to hearing it).

    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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  19.  
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    charlie potatoes, Jun 13th, 2006 @ 12:26pm

    well shit.. they told me they were all in mississippi...anyway, the last time i spoke with dell tech support the man introduced himself to me as abraham. i said that's nice... then he said, abraham lincoln... i said well that's very nice. then he said, do u like abraham lincoln? and i said yes. he said, good, they told us to pick names americans will like...so i picked abraham lincoln.. i did good, yes? i said, yes, u did very good.

     

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  20.  
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    eb, Jun 13th, 2006 @ 12:33pm

    Re: Dell Support

    Except that the new Optiplex (280 I think) has hardware problems and overheats. Now it's not just support, it's the hardware too. I've bought 3 Optiplexes and a Latitude, but I think I'm done with Dell.

     

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  21.  
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    John, Jun 13th, 2006 @ 12:34pm

    Re: Lenovo

    Good luck with Lenovo. If you think you had bad service with Dell, Lenovo is no better...

     

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  22.  
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    Dude, Jun 13th, 2006 @ 12:43pm

    On-Shore? YEAH!! But they Engrish will be badly!

    Yeah, you may, if you're lucky get some emmer effer on shore. But, even then, it will probably be some doctorate student from Shanghai U or Bangalapore U that can't speak good Engrish... Who gives a crap if it is off-shore or on-shore??? Most of who you will talk to are working off H1-B's and taking American jobs!

     

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  23.  
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    Joe, Jun 13th, 2006 @ 12:44pm

    Re: hahaha

    Screw the stupid Indians and screw Dell. It soooo satisfying to know that these greedy companies cannot outsource anything they want. I'm so sick of the corporate greed at the expense of the Americans that helped build the damn company.

     

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  24.  
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    Anonymous Coward, Jun 13th, 2006 @ 12:48pm

    Re: On-Shore? YEAH!! But they Engrish will be ba

    Hopefully American companies will soon see that the H1B workers are no better than the trash they tried to use in India. They can't compete with us here or there. They all have Masters degrees and I have yet to meet one who knows anything. They're degrees are all BS. Good luck to anyone who hires these scabs.

     

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  25.  
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    Anonymous Coward, Jun 13th, 2006 @ 12:48pm

    Re: On-Shore? YEAH!! But they Engrish will be ba

    Hopefully American companies will soon see that the H1B workers are no better than the trash they tried to use in India. They can't compete with us here or there. They all have Masters degrees and I have yet to meet one who knows anything. They're degrees are all BS. Good luck to anyone who hires these scabs.

     

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  26.  
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    Ed, Jun 13th, 2006 @ 12:53pm

    Re: Dell Support

    Finally a guy that knows what he is talking about! I still don't like Dell for their poor DFS division, and their lack of organization. I have switched to HP all across the board. Plus HP server memory runs 12% faster than Dell server memory.

     

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  27.  
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    Anonymous Coward, Jun 13th, 2006 @ 12:56pm

    I've never owned or suggested a dell to anyone, partly because of their support reputation.

    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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  28.  
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    Kathleen Leiby, Jun 13th, 2006 @ 12:58pm

    My comment is I am thrilled that Dell is doing poorly in the market. When we purchased a computer from them we were treated so poorly that I told them I was going to send the whole computer back and they laughed and said they would not give us any money back as we were past the 21 days that we didn't know about in the first place and I told them that we would never buy a Dell product again and he arrogantly said "Oh yes you will" - It was the worst experience with a company I have ever had.

     

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  29.  
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    Anonymous Bosch, Jun 13th, 2006 @ 1:00pm

    Would never buy Dell again

    My experience with service for my Inspiron 8100 laptop was terrible. The power supply is poorly designed and continued to break. (2 failed under warranty. The third was on my dime. Eventually there was a recall.) I now use a 3rd party power suppy after 1) trying to find a replacement on Dell's website to no avail -- what a terrible web site, and 2) finally getting thru to a service person -- native-English-speaking -- who would NOT place the order for a new power supply without me telling him for what purpose I use the machine. "Computing", I replied. He insisted and I continued to refuse until he told me he would ABSOLUTELY NOT sell me a power supply. I demanded to speak to his manager but (surprise) I was never connected. Never again will I purchase a Dell. Ironically, we tried 5 of their laptops at work a couple of years later. We returned them all. The power supply kept breaking.

     

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  30.  
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    Anonymous Bosch, Jun 13th, 2006 @ 1:05pm

    ...continuation of my above comment

    Apparently the correct term is "power adapter" not "power supply" when speaking of laptops. Here's a link to Dell's site describing the recall:

    https://www.delladapterprogram.com/Main.aspx

     

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  31.  
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    Mark Prock, Jun 13th, 2006 @ 1:12pm

    I am okay!

    I buy used Dells. I never use Dell Support. When I need something I buy it on ebay. I have a philips screw driver. It is good used gear.
    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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  32.  
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    Browne, Jun 13th, 2006 @ 1:23pm

    Re: Dell Support

    I have had the EXACT same experience. I too only buy Latitude and Optiplex for my company. GOLD Support on servers and worsktations?! YES, thank you!

    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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  33.  
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    jgeek, Jun 13th, 2006 @ 1:31pm

    dell

    I quit buying dell products 6 years ago when I recieved a replacement for a laptop harddrive that was shipped crushed, in a crushproof box........ the box was fine, but the drive was crushed. And then Dell proceeded to route me through the barrier of bullsh!t to keep me from actually resolving the problem. I never got the harddrive replaced and never bought another dell.

    Go HP..........

     

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  34.  
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    john poteat, Jun 13th, 2006 @ 1:37pm

    Amen--it's about time

    To say they suck doesn't do justice, I made the call to buy almost 500 HP workstations over the last two years rather than Dell because of the customer service. I would have been happy to give them the business, but I grew up in America and still prefer to speak American.

    It would be nice if other companies follow this lead and bring more of our jobs back here.

     

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  35.  
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    Watchatalkinboutwillis, Jun 13th, 2006 @ 1:46pm

    Annoying remarks about India and English speaking

    I can see there can be communication problems when speaking to someone from India, but really...this "Speak English" attitude is rather tiresome. Try speaking with someone outside of your region here in the U.S: Midwestern speaking to someone from the South, or someone from the New England Area. Not everyone speaks "Television English". We critizes others, yet is us who need to improve "OUR" English skills. Besides to quote the great Homer: "English? Who needs that? I'm never going to England."

     

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  36.  
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    john poteat, Jun 13th, 2006 @ 1:57pm

    Re: Amen--it's about time

    BTW--I should have mentioned that it is not only the customer support issues but the product quality. Our Compaq/HP servers never need repair. In the few rare times we have had a hardware issue with them, they have always overnighted the replacement parts with no question. We bought 3 Dell PowerVault systems, two were bad out of the box and the third developed problems 2 months later.

    Not again, it's not worth it.

     

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  37.  
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    WhooTAZ, Jun 13th, 2006 @ 2:00pm

    Today

    At least I talked to an American today after about 10 minutes of waiting and surfing thru the 1, 2,3, 4's of their phone system.

    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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  38.  
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    Ujjwal Kaji Shrestha, Jun 13th, 2006 @ 2:16pm

    Enough with dell

    After buying half a dozen laptops, 2 desktops, 1 PDA, 2 i-pods, 2 printers and many more accessories, my experience with dell is that they are not same the company that value customer satisfaction anymore. I have no complain with the quality of product they supplied for the price I paid. But the number of hours I spent on phone for lost shipment, and the money I have to pay for return shipment was ridiculous. And I knew from then that this company is going down. It is going to be very hard for them to win back customers trust again

     

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  39.  
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    Former Dell Emp, Jun 13th, 2006 @ 2:17pm

    Re: Amen--it's about time

    I went to work for Dell at their TN tech support office. I was there for only about 3 months till I figured out exactly how little tech support we were allowed to do. Mostly it was just telling people what they had done wrong.
    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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  40.  
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    Bob, Jun 13th, 2006 @ 2:29pm

    Customer Service important???, really?

    I bought my last Dell a couple of years ago. You can't get service, and when you talk to tech service, you can't understand them. Bring back customer service, bring it to the states where they speak English...

     

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  41.  
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    Former fan, Jun 13th, 2006 @ 2:34pm

    Just escallate

    When I have a negative experience with the first line tech, I do not hesitate to escallate immediately. I then get an American who is no better and no more responsive than the Indian. Do not blame the messenger for the bad message. It is Dell management that is at fault not the Indian. I spoke to a Microsoft Tech in India who had come from Dell, and I can tell you that the support he gave was first rate! Furthermore, many of the Microsoft Techs are in India and have NEVER in the 25 years I have been calling Microsoft have I had bad support from them, only from Dell and Symantec.

     

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  42.  
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    Andy-The computer guy, Jun 13th, 2006 @ 2:37pm

    dell?!

    My company has now switched to HP workstations due to crappy dell support. About 700 workstations her center and we have 15 centers. dell do the math.

     

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  43.  
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    MannyC, Jun 13th, 2006 @ 2:49pm

    take it easy

    I charge 50 bucks an hour intrepeting for people that dont speak hindlish

     

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  44.  
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    Anonymous Coward, Jun 13th, 2006 @ 3:02pm

    DELL SUCKS!!!!!! Period! no other 'splanin it. they just suck. they need a better product, better performance and a better cpu .. *cough* amd *cough*

     

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  45.  
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    HK, Jun 13th, 2006 @ 3:04pm

    Dell "service"

    'Bout time...I sure as hell won't buy another Dell given the experience I had when first I purchased my machine a few years ago...

     

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  46.  
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    Brad, a Dell Certified Tech, Jun 13th, 2006 @ 3:05pm

    Have NOT had a problem with Dell.

    I have worked for 2 seperate companies that are Dell shops and have not had any of these issues. I beleive it i due to the fact they are both 1000+ computer environments. If you are a tech working for a dell shop then sign up for their warranty parts direct program and never have to speak to tech support again! Just sign in on their site and enter the service code and pick the parts you want. I am surprised more places don't have this as its only a couple hundred a year per tech.

     

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  47.  
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    Apennismightier, Jun 13th, 2006 @ 3:18pm

    Dell= Idiots

    I had to spend 5 hours with my personal PC on the phone with them about them forgetting to include my TV tuner with my ordered computer. I then argued with someone with no IT experience at all, trying to tell me something I knew more about. Needless to say, the entire process was unnnecessary, and I hope they received my 500 spammed emails containing my complaint letter. Serves them right. They're getting as bad as Gateway.

     

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  48.  
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    Some Geek, Jun 13th, 2006 @ 3:27pm

    WTF!!! Dell = Doom! Apple is the Way!

    Dell has really lost sight of what they are doing to many communities of people with computer problems. It is like they are the Mc Donalds, producing computers like a mad man, and selling them really cheap! Most of their parts don't last that long, and getting over the phone support is next to impossible. I switched from PC to Apple!! and its been the greatest decision ever!!! The new intel chips let you install XP. Support from Apple wether in person, over the phone, or on the net is really simple. Turn around time for servicing units is around 5 days. Get an Apple!! Its worth paying a little more!

     

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    Another former Dell tech, Jun 13th, 2006 @ 3:48pm

    Re: Re: Amen--it's about time

    I also used to work there. I quit because of the sucky pay, but I do have a story about the Indian issue to share.

    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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  50.  
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    TheMajor, Jun 13th, 2006 @ 3:51pm

    Bye Bye DELL

    Hey DELL....you've lost another customer with your dumb India "Customer Service"....and boy do I use that term lightly. It's really funny you, call and get somebody who can barely speak English and his name is always FRANK...I mean come on...you even script the rep's name...how demeaning...I run a consulting business and DELLs are now off my list. I no longer recommend DELL for anything...You have shot yourself in the foot....now limp off and die somewhere.

     

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    RobertSF, Jun 13th, 2006 @ 3:53pm

    I dont get it.

    I support over 150 users all Dells and I have no problems. Every once in awhile Ill get a bad sales rep, but I just ask for another one.

    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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  52.  
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    STJ, Jun 13th, 2006 @ 3:56pm

    Dude, there's a new Dell!!

     

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  53.  
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    john malmo, Jun 13th, 2006 @ 3:56pm

    dell

    after only a few months the dell pc went down. two hours and forty-five minutes with a nice young woman in Philippines who coouldn't speak English well. "Recede the power" took 15 minutes to understand that she meant for me to unplug it. No help. Service guy came tw days later. Order a part. Came back the next day. Wrong part. Ordered another. Came back the next day and it worked. But it was down a week and I wasted many of my own hours trying to deal with Dell. That was after I bought it and tried to get them back within 6 hours to change my order. All I could get was "leave your number," which I did three times and no one ever called back. I'll never oiwn anything else called a Dell.

     

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    designista, Jun 13th, 2006 @ 4:53pm

    DELL = Discus of Evil

    1st - false ads are still illega but admittedly hard to prove, and as for the other support issues and skull-switchery: this all sounds like class action, action to me.
    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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    Kevin, Jun 13th, 2006 @ 5:40pm

    service

    yes Dell has major issues with both home and business support quality. Way too many times we will hang up when we determine the site to which we have been connected for critical server issues. Most cases it pays off to suffer an extra hour of "down time" to wait for more "regional" support to become available.
    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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  56.  
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    Franssu, Jun 13th, 2006 @ 5:55pm

    Well, the most interesting thing in that news is the quote from the stock analyst guy :
    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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    Dan, Jun 13th, 2006 @ 6:09pm

    build quality

    The service wouldn't be nearly so big of an issue if the quality of Dell's computers wasn't so pathetic.

    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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    Matthew Davenport, Jun 13th, 2006 @ 6:17pm

    Re: Dell Support

    So true. I've only used their non-gold tech support once and even that was talking to someone in florida. The gold support and 3 year next day is worth every penny. All my Dell experiences I rate as very good since i'm only on the phone for a half hour, most of which time is them trying to file my paper work and get it approved so I can get my dispatch number.

     

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    Mr. Smith, Jun 13th, 2006 @ 6:27pm

    Wrecked reputations

    Dell doesn't get it. Gateway doesn't get it. HP doesn't get it. None of the computer companies get it.

    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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    blinkdt, Jun 13th, 2006 @ 8:27pm

    You Get What You Pay For

    I bought my first dell in 1991, $4,000 laptop, wow, what a treat. Worked great, loved it. Sometimes I needed help, however, and a quick call to Dell connected me to a support guru in Austin who would spend--literally--all the time I needed to make things right. Knowledgeable, polite, oh those where the days.

    Did I mention that the machine cost $4,000? You want a $600 laptop, bully for you.

     

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    willie, Jun 13th, 2006 @ 10:23pm

    About time with AMD

    I am not saying that AMD is the best thing for ever, but at least offer your customers a choice. I do the buying at my company and i dont even consider Dell due to the intel Marriage

     

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    DellDude, Jun 13th, 2006 @ 11:28pm

    Another former employee

    I used to work there as well, from 95-98. The company was cool back then, it was before any outsourcing (TN or India).. Support and Customer Sat. was all they ever preached to us. They didn't track handle times for calls, we gave the customers all the time they needed. Things were good. Then Dell got too big, too rich, and decided to fire all the people that built their reputation, and send all the jobs to cheaper markets. Now their service sucks, they are gonna pay the price. Oh well! I personally stopped recommending Dellls to friends and family several years ago.

    Home Grown FTW

     

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  63.  
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    Anonymous Coward, Jun 14th, 2006 @ 1:11am

    Re: Dell Support

    I bought an Optiplex and had 3 year next day on-site support. Still took them a week to turn up then had to come back the following day because no parts had been brought along.

     

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    Louis, Jun 14th, 2006 @ 5:46am

    Phew!

    Its a good thing I read these comments. I was on the verge of buying an Inspiron!

     

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    shanan, Jun 14th, 2006 @ 5:58am

    Dell

    "dude you got dell, you gonna go to jain and you what is happenig there,,, they put you to hell" dont get 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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    salvage, Jun 14th, 2006 @ 6:43am

    Dell service

    I just got a XPS 600 and had to call support on the first day because they didn't include the rails needed to install the bay component of my soundcard. I got the package about two days after my call, then a few weeks later the motherboard battery began acting up so another call and a new battery was on my desk two days later. The support I got was quick, accurate and professional.

    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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    Teph, Jun 14th, 2006 @ 7:16am

    Dell Gold

    I know I'm gonna get flamed for this.... here goes.

    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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    A University, Jun 14th, 2006 @ 7:18am

    How many questions?

    Anyone ever count how many questions it takes to get to the point - to get a tech out on site? I work at a large university and this is my biggest riff with Dell. I know what the issue is half the time and all it takes is a dell tech to come out with a replacement part. Grrrrrr

     

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  69.  
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    Anonymous Coward, Jun 14th, 2006 @ 11:05am

    Re: Finally ! Will they listen now ?

    Well I am a computer distributor named Bassotech. If you are going to purchase HP Laptops soon, please give me an opportunity to quote you. And they will be nicer than the Dells.

    Paul Welter
    Bassotech, Inc.
    888-539-9882

     

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  70.  
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    Kevin K, Jun 14th, 2006 @ 11:11am

    You pay for what you get!

    The point everyone misses is this: Dell like Compaq, like Gateway, are PROPRIETARY MACHINES!!! I am a Corporate Sales Director for a computer parts wholesaler in Florida, and I dont even try to play the "price point" game with Dell. What I can build for my customers is volumes better in quality than any Dell or HP(my customers being resellers,technicians,etc).Its comparing apples to oranges, really. Ocasionally I get an end user looking for a $399 POS, Dell is where I will send them, not that I dont want the business; they usually end up being a support nightmare anyway.

     

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    TJW, Jun 14th, 2006 @ 12:33pm

    Re: virus help

    Well, honestly, I don't think it's appropriate for customers to expect assistance with virus removal on a support phone call.

    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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  72.  
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    Mr. Jay, Jun 14th, 2006 @ 6:17pm

    Re: Wrecked reputations

    Mr. Smith, when you wrote . . . "Dell doesn't get it. Gateway doesn't get it. HP doesn't get it. None of the computer companies get it" you weren't exactly correct. ONE does, and--admittedly--it's brand new to the Windows arena. My company develops software for four major OS's, but ALL of our coders use Macs, some running Windows, but everyone able to boot into ANY operating system our customer requires.

     

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  73.  
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    Jon T, Jun 15th, 2006 @ 2:01am

    It isn't only Dell that sucks...

    ..its almost all PC makers, and that goes for Microsoft too.

    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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    Anonymous Coward, Jun 15th, 2006 @ 5:49am

    Re: Annoying remarks about India and English speak

    you're an ass - go to India and die

     

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    gman, Jun 15th, 2006 @ 11:51am

    Apple baby.

    Dell simply put is a mass producer -- looking at the bottom dollar....Apple is interested in lifesytle, is interested in people. Get a Mac.

     

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    summit_pcguy, Jun 20th, 2006 @ 8:16pm

    Re: Today

    Ran into that myself...PCI video upgrade requires 250 watt power supply. GX520 only has like 220W max....at least my "desktop" model was that way...gonna sell it on ebay and use a 3 y ear old Gateway instead....

     

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  77.  
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    Bill Bartini, Jun 22nd, 2006 @ 11:09am

    Dell notebooks

    This will be the one and only Dell I will ever buy, If your looking for a computer to read photo cards don,t buy a Dell the 5 and 1 built in will not support compactflash 1 or 2 but they don,t tell you that when you build it. Have spent more time on the phone with people who don,t know what they aer talking about. If anything try to call support in Canada
    Bill

     

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    smilingtrish, Jun 26th, 2006 @ 10:02pm

    1 hour of phone time for 8 days turn around time

    I just spent over 1 hour on the phone with Dell. They claim its my motherboard that is preventing my AC power supply from functioning. I have been dealing with my computers inability to work on AC power for over 3 weeks while we have dealt with this.Now they tell me I wont have my laptop for over 8 days... which means I can't work for over 8 days. BOOOOO.

    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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    Get a clue., Jun 27th, 2006 @ 2:13pm

    Re: Moved to Toshiba and Gateway..

    Hey moron, you clearly know squat about Dell support then.

    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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    bob mc hate you, Jun 27th, 2006 @ 8:01pm

    dell is the worse than dealing with the nazi's at least the nazi s would have called me back, to get a simple part i requested it took three orders they even sent me the wrong part, and then made me ship it back, i told them i hope they like soup becuase that is all the soup kitchen is gonna give there lazy asses

     

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  81.  
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    T-MAN, Jun 27th, 2006 @ 8:26pm

    Alternative

    I've avoided buying any new computer from the large manufacturers for the last 3 years by going to the actual technicians who service Dell's computers. I pay them about $600 and walk away with a brand new computer that would rival the PCs manufacturered 6 to 12 months ago. Because I buy from a smaller guy, he is willing to fix it for free to keep my business. Forget about warrenties. And because he is subcontracted by Dell for repairs, I know I'm getting a quality made PC from a trusted source, AND for a great price.

     

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    linda trask, Jul 6th, 2006 @ 6:01pm

    dell

    they had my name, as linda kraft, and my address as 1135 king road. when my name is linda trask, at 113 keene road! if it wasnt for the ups guys, knowing me my pack. would be in never, never, land! then i call them to find out where my printer is, and they tell me it would not be sent out til 3 weeks latter. i also never got to speak to a american, out 5 people i spoke to. not to mention they put me on hold when i asked to speak to a mang. what ever,4 20 min. i have no printer

     

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  83.  
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    Karl, Jul 6th, 2006 @ 8:41pm

    Re: More than customer service

    Dell suck really bad and I do agree. I had worked on one recently where if it was not one thing its another. WHen I had gone through diangnosing the computer on the very day. ANd called Dell good tech support to see if we could return the machine. Instead they string you along from one thing to another saying it could be this or that. I they had even sent out a rented tech with a motherboard and mouse. And didn't even fix the problem at all. Just made it worst. I had even received a call 11:30 at night about saying that they would be calling me back. Waited the five minutes. and just went to bed after that sharade. Goes to show you that Dell never trys to fix it right on the first shot. Pain in the arse Dell. Karl

     

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    Mike from Minnesota, Jul 11th, 2006 @ 3:56pm

    Re: Dell service

    Maybe true but i have a XPS 400 and had trouble called and was talking to a guy called elvis. I had the whole damn computer tore apart about 3 times and had no idea what the hell i was doing. What kind of "service" is that. I pay to have some india guy named elvis talk me tru it. Finally after two ram boards and a vidio card and the a new operating system later they sent me a reconditioned cpu. I hardly call that service. I will not buy another dell ever. I am wating for them to go down the tubes.

     

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  85.  
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    Patrick Flannery, Jul 12th, 2006 @ 11:56pm

    Dell's lousy technical help in India

    I have two dell computers towers side by side but since they moved all technical service to India so management can get bigger bonuses I will never buy another Dell computer until they move all technical repair service back to the United States and have American technicians only. I gave up on India over 2 years ago because I could never get any help from them at all because I could not understand their speaking. I hung up after 2 to 3 hours of waiting for no help at all. Dell's management ignored my emails on this because management today only thinks about their own portfolios and not the customer. There were good reports about management big bonuses they got because they outsource the technical help. Their bonuses mean more than the customers. It would be better if Michael Dell would sell the company to outsiders who go for customers. That way they could get rid of management they got now. The management takes big bonuses for cutting expenses taking their help to India. The last time I hung up on them the supervisor called me the next day and asked me " What can ve do to help you and I told him the first thing the word was "we" not "ve" and take back all technical work to the United States and he replied management will not do that because they get big bonuses from coming to India. Now since they woke up Dell will still keep the India so the management can still get big bonuses so the best thing for Dell is go broke and get out of the computer business entirely. I have bought 2 good Dell computers but I have had to spend thousands of dollars out of my pocket to get my technical help needed by going to a local repairman and I sent emails after emails to no prevail. When you close down by going broke which is the only good thing that can happen to your company now. How is your management going to increase their portfolios in the future? Invest it in other computer companies? I have two computers crash on me and I had to spend money out of my own pocket in repairs that cost more than my computers did. I suggest Dell's management tell themselves to spend all their bonuses by stock in other computer companies. Better yet. Why don't Mike Dell and all of his management move to India since they shoved India down our throats for big bonuses. Then that supervisor over in India can ask Mike and his idiots. "What can "ve" do to help you?" I suggest to the supervisor to put them on the phone for 12 hours a day to listen to the men he hired to get big bonuses and go thru the same agony the customers have have gone through the last 4 years or so. Then by that time Dell will be broke and no longer exist. This would be the biggest event in the life of the Dell Computer Company. To blow away in a big gust of wind. Then no more bonuses for putting their customers into the hell they created.

     

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  86.  
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    Mr. Anon, Jul 20th, 2006 @ 8:56am

    Re: On-Shore?

    Very well put, and I absolutely agree. I also have several very articulate Indian co-workers who have no troubles with the language. Makes me even less patient with the excuse that "they're all overseas" when I can't understand a friggin' word...

     

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    gregg, Jul 20th, 2006 @ 11:58am

    Dell poor service

     

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    gregg, Jul 20th, 2006 @ 12:00pm

    Dell poor service

    I just spent 30 min on internet chat tryiing to get my cd drive replace. It is under extended warranty. Dell is a bunch of idiots! He says is take 7-10 min for him to process the order once he agrees to replace it! Amazing.

     

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  89.  
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    jan, Aug 3rd, 2006 @ 10:37am

    Bar none, the ABSOLUTELY WORST customer service company EVER!!! I bought two idential computers---one wored fine, one never did. Dell refused to repair it and tried to make me uninstall and reinstall it's operating 3 times! After that failed, they said it must have been my incompetence, not theirs, i couldn't believe it! It thrills me to no end that this company stock is dropping and is failing. I knew this many years ago when they refused to help me.

     

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  90.  
    identicon
    Jesssica Marlow, Aug 5th, 2006 @ 11:25am

    Re: Dell's lousy technical help in India

    I am going to have to agree with the previous poster. My husband and I bought a Dell computer for my son and two laptops, one for each of us. We've had to call technical support numerous times, because of flaws. However, we end up spending money (even when they're under warranty) because you can't understand the people in India and they can't understand us. I even so far as to ask the guy if there was anyone there who spoke clear English -- of course, there wasn't! I was so angry that I hung up. We took the computer to a local repairman to the tune of $300, got it fixed. I will NEVER buy another Dell as long as they're technical support doesn't speak UNDERSTANDABLE English!!!

     

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  91.  
    identicon
    Carlos, Aug 17th, 2006 @ 1:16pm

    I am fed up with Dell

    I used to encourage everybody to buy Dell computers. (I myself have bought 5). But now I do the opposite. I have noticed that their service is not what it used to be, they do not respond to emails. In the past year or so they have failed to answer my requests through their web site to be contacted either by email or phone so as to buy a battery for my notebook, which by the way went dead for no apparent reason. Dell, it seems success breeds arrogance?

     

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  92.  
    identicon
    Brian, Aug 19th, 2006 @ 1:50pm

    Reluctant Dell Purchase

    My last three laptops have been Dell, the current one is actually my own purchase and not a company machine. I'm in the market for a new one. I travel to many different companies as part of my job and I survey everyone about their laptops. An interesting trend recently has been that many of them have stopped purchasing Dell Laptops, an ominus sign. The feedback has been that the quality has been unacceptably bad, driving IT Departments nuts. My previous employer litteraly purchased them by the thousands, recently they have been buying Toshiba. I'm considering either a Lenova or possibly a Sony. Maybe it's time to go Apple.

     

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  93.  
    identicon
    jxr182@gmail.com, Sep 12th, 2006 @ 10:38am

    YES to Apple

    I've always been torn on Apple... on one hand they produce a superior OS and the quality of their equipment, though not what it used to be, is the best in the industry. On the other hand I don't see Apple as a "good guy's" company.

    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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  94.  
    identicon
    I Dont know, Dec 12th, 2006 @ 11:30am

    Re: Dell Support

    FUCK YOU

     

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  95.  
    identicon
    Sunil nair, Dec 12th, 2006 @ 11:55am

    Re: Annoying remarks about India and English speak

    you people dont know what dell process is.
    fuck off

     

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  96.  
    identicon
    Sunil nair, Dec 12th, 2006 @ 11:55am

    Re: Annoying remarks about India and English speak

    you people dont know what dell process is.
    fuck off

     

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  97.  
    identicon
    Former Dell Customer, Dec 15th, 2006 @ 10:32am

    Well!

    Based on the last few posts, it seems like we are finally hitting home with someone.

    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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  98.  
    identicon
    Max, Dec 15th, 2006 @ 10:36am

    reply to Sunil Nair Patel

    "you people dont know what dell process is.
    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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  99.  
    identicon
    HowardTDuck, Jan 2nd, 2007 @ 4:57pm

    Dell Support Sucks

    I agree. I am senior system engineer and had the misfortune of dealling with Dell Support for the past 5 Years.
    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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  100.  
    identicon
    Valerie, Feb 9th, 2007 @ 7:28am

    Re: 1 hour of phone time for 8 days turn around ti

    About the AC adapter not working - Did you ever get this problem fixed? If so, how? I am having the same trouble with my computer and NO ONE knows what to do!

     

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  101.  
    identicon
    cbreay, Feb 22nd, 2007 @ 3:41pm

    NO MORE DELL FOR ME!

    Dell's service is the worst I have ever experienced! After many (at least a dozen) calls (all to India); I still don't have the PC I ordered.

    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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  102.  
    identicon
    IHATEDELL, Feb 23rd, 2007 @ 1:02pm

    DELL HELL STUFF

    i bought an inspiron 5100 about 4 years back...and i never had a problem with it so i decided to buy another inspiron E1705 a couple weeks ago....the lcd on the new laptop had issues thats where my insane amount of trouble started....sigh dont feel like explaining the whole story...im indian but i still HATE indian tech support...those fucks dont know what the fuck theyr doing....and they make all these fake promises which are never true. Sadly people dell is not goin to go broke because believe it or not dell makes more money from corporate purchases than they do from home systems. The company i work for has well over 200,000 employees worldwide. In the floor where i work, which is 1 floor out of 4 of 1 building in a complex of about 20..id say we have about 700 Dell Optiplex desktops...all brand new with new LCD's considering how many employees we have id say Dell get a verryyy huge amount of money from us...to the point where dell offers our employees a very deep discount...but the customer service for home and personal still is horrible...i wish somebody would talk some sense into michael dell to look after the customers

     

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  103.  
    identicon
    tgp, Feb 26th, 2007 @ 4:06pm

    My office has all dells and they are crap. We recently purchased two dimension c521 models and after 3 months both hard drives in both computers went bad. The tech support is terrible and it has been a pain in the a*s to try to get dell to fix them.They will NOT replace them even though they have only been out of the box for 2 months. I hate dell and greedy multi-national outsourcing corporations destroying this country.

     

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  104.  
    identicon
    Godfrey, Mar 13th, 2007 @ 1:38am

    Lenovo is no better if not worse...

    lenovo is managed by Chinese... service standard and system management is much worse than the west. by the way, I'm a Chinese... I won't buy Lenovo if I still got a breath.

    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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  105.  
    identicon
    Anonymous Coward, Mar 14th, 2007 @ 8:50am

    it's still crap. i spent 2 hours with their indian people and wasted time and money and still got nowhere

     

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  106.  
    identicon
    GB, Mar 17th, 2007 @ 9:56am

    Need help - advice

    I can't work out my issues with Dell. Does anyone know of a consumer advocate or grievance process I can access to help resolve my issue with Dell's poor customer service? These low octane, bottom feeders don't have the brains that God gave a stick.

     

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  107.  
    identicon
    mike, Mar 19th, 2007 @ 4:58pm

    I recently spent several hours on the phone with Dell until I got someone that actually follow through. In the meantime I found there resolution office. I have put the link below. Someone from there office called me back the next day and while the problem had been solved (with about 10 phone calls), she did seem to care about the problem and spoke English. If the link doesn't come through, go the the support page of the Dell web site and there is a link to it there. Also send emails to the president of dell and anyone you can find.

    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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  108.  
    identicon
    GB, Mar 19th, 2007 @ 7:30pm

    Re:

    Thank you Mike. I'll email Dell somemore. Maybe eventually I'll hook up with a Dell CEO or Five Star General willing to put an end to this lunacy. Yes, Sir, I agree that consumers don't have the power and respect they once did.

     

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  109.  
    identicon
    GB, Mar 27th, 2007 @ 6:46pm

    Thank you Mike!

    Mike! Thank you buddy for the information. I got thru to someone that helped me!

     

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  110.  
    identicon
    Grace E Ackerman, Apr 19th, 2007 @ 6:53pm

    Dell Tech Support Nightmare

    I had an Internet connection problem. After 24 hours on the phone with Verizon, my ISP and Dell pointing fingers at each other, a Dell "techie" insisted I had to reload my operating system to fix the problem. I did, wiping out valuable data, not all of which I was able to back up. Guess what? It didn't help.

    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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  111.  
    identicon
    CGC, May 5th, 2007 @ 1:59pm

    So Long, Dell!

    I've spent nearly 2 hours on the phone on a Saturday afternoon (over half that time on hold) waiting for a very polite lady in India to figure out the DVD drive in my brand new Dell is defective. Odd it should take that long, since that's what I told her when my call first was transferred to the other side of the world from someone in the USA. I'm still on hold, waiting for something having to do with the shipment of a replacement drive to my home. The "customer service" person said she would be back in about 10 minutes. I've ordered a pizza, since I expect to be here for a while.

    I have learned my lesson. Although this is my fourth, it's also my last.

     

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  112.  
    identicon
    James, May 29th, 2007 @ 5:49pm

    OH MY! Can't get hold of anyone.... SAD!

    Automated voice calls are terrible. So far I've been called about four different numbers and I get the same woman's automated voice. Can I please talk to a real person! Someone who speaks and understands english...CLEARLY! How can they stay afloat is beyond me. I only need to talk to someone about an account...and NO I DONT have the freaking account number Ms. Automated voice! ARGGGHH!!!! Come on Dell... put a REAL freakin' person on the line again Someone who speaks and understands english...CLEARLY!

     

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  113.  
    identicon
    Annoyed B. Dell, May 30th, 2007 @ 4:36pm

    Idiot - farm out cust svc to India

    which idiot who just got out of college thought farming out the main aspect of your customer contact to India was brilliant. Maybe they threw a dart at a map? Who Know!

    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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  114.  
    identicon
    Gajendra kumar mourya, Jun 15th, 2007 @ 2:18am

    Looking For Job

    CURRICULUM VITAE

    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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  115.  
    identicon
    Mike Fuszard, Jun 15th, 2007 @ 7:39am

    Sales Support - disgraceful service

    Dell sales was apalling - clearly asian/indian support staff - unable to communicate properly - poor use of english - very poor product knowledge - if Dell cannot recognise this weakness then they wont be around for too much longer - I cannot believe how poor and dissapointing placing a possible order was - now I will definateley be going back to dell's competitors . I am a buyer for a major corporation .

     

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  116.  
    identicon
    JerryG, Jun 18th, 2007 @ 6:16pm

    Poor Dell customer support on home laptop

    Good grief, if Dell support is anywhere near this bad on commercial accounts, I cannot understand how Dell would have any customers.
    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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  117.  
    identicon
    JBrar, Jun 20th, 2007 @ 3:15pm

    Dell King of Crap Service

    It feels like since the moment I made that ill-fated decision to purchase a Dell inspiron 6000 I have run into nothing but frustration and anger over my decision.

    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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  118.  
    identicon
    Pirate of Oceans, Jun 28th, 2007 @ 11:56am

    Replies to all comments mentioned above

    I have read all the comments mentioned above. Let me tell you that I am a tech working with Dell and I am From India....Many of you have issues with our language....our pronounciation...but even we have issues with Dell users..Customer dont even their keyboard very well... we have to guide them right from starting machine... showing them keys on keyboard...cant even read whats given on screen...cant pronounce word as easy as "technical" and we need to help them with everything...We do get customers who are irrate...even abuse us.. but dell policy prevent us from replying them back..we have to maintain smile on our face and tell them we will try our best to help them... and throughout the call they keep shouting, screaming and sometimes even abusing... customer call us for software issue...sorry this is hardware tech support but still we help them right from backing up their data(Sitting with them for hours even after our work hours, again not our job) to helping them to troubleshoot third party issues even if it is not brought from Dell. We go out of our way to help them in each and every possible way...and i hv been in conference call with your AMERICAN TECHS..they are so rude... dont have much technical knowledge and hang up call on your face... but you still support them... y ??? only because they are AMERICANS...We do get customers where local tech tell them to replace parts or Erase off their all data and they come to us and we resolve their problems...Dell users dont accept their mistakes and blame it only on Tech Support in India... you can point to tech support only if you are perfect.. so luk at our service, luk at our resolutions and our dedication. When other tech give up... we give resolution... and i bet Americans would stick to their duty hours, would do only their part of role... and wud not smile after abusing... would you??? think twice... and we may not be perfect but we are not that bad...DELL IS EXCELLENT. I am sorry if I hurt any one but i m really frustrated coz i c only negative about Tech support in India and about Dell.

    Thanks

     

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  119.  
    identicon
    Pirate of Oceans, Jun 28th, 2007 @ 12:01pm

    Replies to all comments mentioned above

    I have read all the comments mentioned above. Let me tell you that I am a tech working with Dell and I am From India....Many of you have issues with our language....our pronounciation...but even we have issues with Dell users..Customer dont even their keyboard very well... we have to guide them right from starting machine... showing them keys on keyboard...cant even read whats given on screen...cant pronounce word as easy as "technical" and we need to help them with everything...We do get customers who are irrate...even abuse us.. but dell policy prevent us from replying them back..we have to maintain smile on our face and tell them we will try our best to help them... and throughout the call they keep shouting, screaming and sometimes even abusing... customer call us for software issue...sorry this is hardware tech support but still we help them right from backing up their data(Sitting with them for hours even after our work hours, again not our job) to helping them to troubleshoot third party issues even if it is not brought from Dell. We go out of our way to help them in each and every possible way...and i hv been in conference call with your AMERICAN TECHS..they are so rude... dont have much technical knowledge and hang up call on your face... but you still support them... y ??? only because they are AMERICANS...We do get customers where local tech tell them to replace parts or Erase off their all data and they come to us and we resolve their problems...Dell users dont accept their mistakes and blame it only on Tech Support in India... you can point to tech support only if you are perfect.. so luk at our service, luk at our resolutions and our dedication. When other tech give up... we give resolution... and i bet Americans would stick to their duty hours, would do only their part of role... and wud not smile after abusing... would you??? think twice... and we may not be perfect but we are not that bad...DELL IS EXCELLENT. I am sorry if I hurt any one but i m really frustrated coz i c only negative about Tech support in India and about Dell.

    Thanks

     

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  120.  
    identicon
    Mike, Jul 12th, 2007 @ 12:56pm

    I think messages 118 and 119 pretty much sum up the issues with Dell tech support.

     

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  121.  
    identicon
    Pat, Jul 28th, 2007 @ 10:36am

    Liars

    My bone with Dell customer Service has nothing to do with language..... I can understand them clearly..... My problem is the Indian culture of telling the customer what they WANT to hear and NOT what WILL happen..... 3 times I was promised a delivery time.... each time it never came..... it finally arrived some 3 days after their last promise..... I waisted a whole day saturday sat at home waiting for somehing that was never gonna arrive

     

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  122.  
    identicon
    Pat, Jul 28th, 2007 @ 10:45am

    Liars

    My bone with Dell customer Service has nothing to do with language..... I can understand them clearly..... My problem is the Indian culture of telling the customer what they WANT to hear and NOT what WILL happen..... 3 times I was promised a delivery time.... each time it never came..... it finally arrived some 3 days after their last promise..... I waisted a whole day saturday sat at home waiting for somehing that was never gonna arrive

     

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  123.  
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    Patti, Dec 6th, 2007 @ 8:42am

    response to 118, 119, 120, 121, 122

    They have lied to me more than once at Dell technical support. Most recently in the past week by not even logging a dispatch call and basically making me start from scratch a week later after a hard drive crash and still no computer for my kids or me. They are indifferent and often malicious. I have no problem with speaking to someone in India and understanding the cultural issues that sometimes make me sound more irrate than I am and them more indifferent than they are. However, the lying has got to stop. I paid for a 4 year in home tech support warranty and its a joke. I bought to Dell computers and have had 3 hard drive failures and hours and hours of wasted time with phone calls to technical support that are fruitless. I will never buy another Dell.

     

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  124.  
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    Ravi R, Dec 11th, 2007 @ 10:54am

    Re:Dell and Horrible customer service

    I bought a dimension desktop 5150 for about $1100, The machine crashed in 3 days, so i called cust service who agreed to send a recovery disk set home, they sent me somethign for win 98...which obviously wouldent install..so i called cust service again..the lady(from india) asks me to try again..then she tells me to try after cleaning the CD, when i told her i did..and that it wont work..she asked me to wash the disk using detergent.....thanks to someone on Dell Austin, i managed to return the machine..without any more charges.
    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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  125.  
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    TP, Dec 21st, 2007 @ 11:58am

    I purchased a DELL inspiron 531. It would not boot. The RAM was bad. It took over 5 hours on the phone to get a replacement sent. It was absolutely one of the worst customer experieces I have had in years. I got bounced from Customer care to technical support over a dozen times.

     

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  126.  
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    Pat, Mar 12th, 2008 @ 9:40pm

    DELL Poor Customer Service

    Its 2008! Yes, even in Singapore, Dell's customer service is lacking.

    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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  127.  
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    So Fucking Pissed, Mar 20th, 2008 @ 4:03pm

    F-Ing DELL!!

    OMG.. I can't believe how much time I have wasted in the last two days trying to get the shipping address on my order changed. After putting up with the stupid automated system for 15 minutes i FINALLY get a real person who promptly tells me i need to talk to someone else and transfers me. I get to the next person, give them all my information and explain again and guess what they say - i need to talk to somebody else. So i get transferred AGAIN.. then i get a hold of somebody who tells me that the only person who can modify the order is the person who created the order. So i need to find the phone number and extension on my email order confirmation... So i get that and call.. after several minutes on hold i get to a voicemail that said: "CLANG-CLICKA-CLAK!" - so i leave my message and also reply to the original email. 1 day goes by and no response from clang-clicka-clack. So i call back and press 0 for immediate assistance and promptly get disconnected. Then i call the abomination automated system again. Then i get a hold of someone who tells me that it is impossible to change the shipping address - and that he knows a lot about customer service and changing the address is impossible without cancelling the order. So i tell him fine, cancel the fucking order and recreate it with the right shipping address.. then he tells me he can only cancel it and i have to call sales to re-establish the order.. un-fucking-believable...

     

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  128.  
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    Richard, Mar 24th, 2008 @ 6:35pm

    Re: Moved to Toshiba and Gateway..

    I hate Toshiba. My laptop spent more time being repaired than I could calculate. I moved to Apple.

     

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  129.  
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    Joe Mott, Apr 7th, 2008 @ 1:12pm

    poor dell customer service

    Have you ever tried to have an intelligent conversation with someone who has a hard time understanding ENGLISH as a language? If I live in the USA, earn US dollars, purchase equipment to help employ US citizens, why is it necessary to utilize persons from another country for "customer service" that is really terrible? Maybe it's time to stop purchasing Dell computers!
    Have a great day,
    Joe

     

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  130.  
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    Dont want to say Cause i could get fired from DELL, Apr 16th, 2008 @ 7:20am

    Cant help it

    People these changes cant be helped. Its a change that every developed county has to go through. If you go through the news India is now outsourcing jobs to other contries. Infosys and Wipro now are giving out their jobs to some parts of China, Brazil and Germany.
    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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  131.  
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    Its common sense, Apr 26th, 2008 @ 1:26pm

    Re: More than customer service

    Who would try to replace a PS on a Dell Machine?... Thats just plain stupid they are a proprietary build and are designed for certain parts.

     

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  132.  
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    Ex Dell Employee (sort of), Apr 26th, 2008 @ 1:30pm

    Re: hahaha

    I used to work for dell too... not directly though even in America they don't hire directly, but outsource the help here too.

     

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  133.  
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    I concur... with other repliers, Apr 26th, 2008 @ 1:37pm

    Re: Annoying remarks about India and English speaking

    Youre an ass... Yes they speak english and yes they do it poorly and with such a heavy accent and piss poor annunciation that its no wonder people can't understand them... I'd rather try to get support from a mexican immigrant than an indian... at least they're closer and use real money.

     

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  134.  
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    wasting your breath, Apr 26th, 2008 @ 1:58pm

    Re: Dell's lousy technical help in India

    The bottom line is that the 'deciders' who decide to ship these jobs off to barely or non qualified workers to save a few bucks will never read these comments and honestly don't givvashit... They make millions and will no matter what you say or do. Boycott them even, they don't care they will still get their multi million dollar severance package... There is literally nothing you can do to sway them one way or another. It is the exact same across the vast majority of USA.

     

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  135.  
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    mr x, Apr 26th, 2008 @ 2:00pm

    Re: Idiot - farm out cust svc to India

    I do I hate indians

     

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  136.  
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    whatthehell, Apr 26th, 2008 @ 2:40pm

    Re: Cant help it

    I can't understand a damn thing you said. How about using proper grammer and punctuation? I understand that the british are the reason why india 'speaks' english, so why is that the british are infinitely more easily understood?... I honestly hang up 90% of the time without saying a word when I reach an indian agent. When their name is 5 syllabils(?) and you didn't understand a word they said why bother trying after that. Why don't you guys just stick to supporting indian products and leave the American support to the Americas. You guys do a shitty job at supporting our products and the only reason you get a chance is because of corporate greed, because 1 guy at the top of our companies is greedy and conniving enough to think he can give himself a bonus of an extra million a year, and most cases the end result is the business failing or getting sold off. You guys destroy the companies you are trying to support. You are a short term bandaid that ends up tanking the company. You are like using low quality gas... sure its cheap but in the end it ruins your car. Sure you may watch South Park, but how much of it do you really understand? 5 or 10%? I doubt its that much. Our cultures are vastly different and the reality is you guys suck donkey balls at fielding any question not specifically scripted for you and asked 5x by the customer. We hang up in frustration and anger because you are not even worth the time or effort to rephrase it a 6th time. You have to wonder why most of your incoming calls get abandoned? It has never crossed your mind that 8 out of 10 calls shouldn't drop after you say your name?

     

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  137.  
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    Kevin Heutmaker, May 9th, 2008 @ 10:12am

    Worst Service on the Planet

     

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  138.  
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    Kevin Heutmaker, May 9th, 2008 @ 10:14am

    Worst Service on the Planet

    I'm really need to vent, I placed an order with this company 3 weeks ago for a refurb. This item shows as being shipped but has not arrived. I have called everyday just to be transferred to India and am told to call back in 24-48 hours....this has been going on for a week. I cannot get an answer at from this company as to when this will even ship. I will never ever purchase from such a horribly run company every again. Heed this warning!!!

     

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  139.  
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    Kevin, May 10th, 2008 @ 4:08pm

    Re: Cant help it

    I haven't had to use tech support much but I have found that if you call Customer Care you are screwed. I bought a refurb 3 weeks ago that i was told was ready to be delivered. I paid the extra money to get next day del. Ok now, three weeks later I have no computer, have talked to India Customer Care, and their boss's only be told EVERY time I call that they are working on it to check back in 24-48 hours. First call was 120 hrs ago......same story. I'm going to far as to turn this over to the Authorities in my state for possible criminal investigation. My first payment is coming due and Dell can't even give me any idea where this computer is or when I will get one. Worst service I've ever seen....never again!!!

     

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  140.  
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    Kevin, May 10th, 2008 @ 4:12pm

    Re: DELL Poor Customer Service

    Seems to be a common tactic with Dell, I bought mine three weeks ago and nobody can find this computer that they told me shipped, then told me it didn't. Nobody at Dell will do anything but tell me to wait until they can find their own ass. I'm recomending to everyone I know to avoid Dell at all costs.

     

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  141.  
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    DeJaVu?, May 20th, 2008 @ 8:40pm

    Outsourcing to India was the worst idea corp America has come up with.

    Take a look at history, Dell sure did not. Wells Fargo tried to use offshore support for customer service. Those jobs are back here. Why? Same thing everyone is talkimg about. Service sucked. Look what happened to WAMU. They are going down the shitter with customer satisfaction. Why? Data Security is now handled by WiPro. WiPro??? Yes, so everyones Social security numbers, dates of birth, maiden/married name are now in full view of people who do not even live here. I worked in data security for WAMU and had to train the friggin retard with a "Doctorate" from India how to do my job. They F'd it all up. They knew EVERYTHING (Yeah Right) in five minutes. SO, whom ever is getting their panties in a wad about Americans bashing shitty service from Indians, go change your panties. It has only just begun.
    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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    highdraglowspeed, May 27th, 2008 @ 3:56pm

    Sad state of affairs

    I've been a long time customer of Dell's. Used to sell for them on the Gov't side. My how things have changed.

    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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  143.  
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    Rob, Jun 17th, 2008 @ 5:03pm

    India

    I bought an Insirion 2200 about 3 years ago.That was my first mistake. Since then I have had many problems with it-too many to type out. I have a problem now, but I am not going to call India about it. I am through dealing with those people and Dell. If Mr. Dell can't provide his customers Tech Support here in the USA, then he doesn't need me. The only thing I have to say is go to Hell Dell.

     

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  144.  
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    No Time For This, Jun 23rd, 2008 @ 7:36pm

    Service is better now...they cancel the orders for you

    I ordered on line on Thursday and get a call from Customer Care on Friday to verify and make sure I got the machine I wanted. They talked me into one upgrade on a sound card for $25. I asked about a discount I didn't see on my invoice. They gave me another number to call. I couldn't call right then but did on Saturday. That's when I found out they had cancelled my order. WHAT??!!

    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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  145.  
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    Kevin, Aug 4th, 2008 @ 9:55am

    Poor Customer Service

     

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  146.  
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    Kevin, Aug 4th, 2008 @ 9:58am

    Poor Customer Service

    I will not even call Customer Service any longer, way too frustrating. Evidentally if you call and complain you also get flagged and sent to a supervisior, only to be hung up on. I am doing my part by warning everyone I can go stay away from Dell. My wife just bought a new IBM from CDW, computer was faulty but she did get excellent CS and a replacement in 2 days....noi questions and no hassles!

     

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  147.  
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    Kevin, Aug 4th, 2008 @ 9:58am

    Poor Customer Service

    I will not even call Customer Service any longer, way too frustrating. Evidentally if you call and complain you also get flagged and sent to a supervisior, only to be hung up on. I am doing my part by warning everyone I can go stay away from Dell. My wife just bought a new IBM from CDW, computer was faulty but she did get excellent CS and a replacement in 2 days....noi questions and no hassles!

     

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  148.  
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    JT27712, Aug 25th, 2008 @ 11:47am

    Lousy customer service at Dell

    I'm on hold right now for Dell Customer Care -- I've given up on tech support. This is my 5th Dell system and I've had good luck with support on the first 4. This one is service hell. Long hold times, sent to the wrong place, trying to sell me the service I should be getting for free. Never again

     

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  149.  
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    knackered, Oct 6th, 2008 @ 9:05am

    unbelieveably bad service

    Ordered a memory upgrade as advised by Dell's techical service. Wrong module sent. Only found out after trying to install it. Four calls and lots of buttons later, Customer services claims that only the person (in India of course) who dealt the the original order can handle a refund. Naturally, he is unavailable and I am agains switched to someone else who says he is powerless but "will email the right person for me." I'm still waiting, meanwhile I have bought the correct modules from a friendly company in Scotland with very helpful staff.

     

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  150.  
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    Alex McKenzie, Dec 16th, 2008 @ 5:22am

    Dell

    I decided to go for DELL on the advice of our company IT department. I ordered a PC in late November and they promised me delivery for 4th December. On 4th December, nothing arrives, so I call their call centre (Malaysia?) and they say sorry, it will be 15th Dec and definitely no later. It did not arrive yesterday (15th Dec), and their website says it will be NLT 24th Dec. They have my email address, and they could easily advise customers of delays, but no........this is execrable service and comes across as sheer contempt for the customer....I have already formed a negative opinion of these people before even getting the product. Que se jodan! Alex McKenzie

     

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  151.  
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    George, Dec 26th, 2008 @ 6:24am

    Dell financial services NIGHTMARE

    WAKE ME UP, PLEASE.. I ordered a Dell laptop with 64-bit Vista at their urging. Of course, it is incompatible with lots of the software I already have. they told me first they would send me a disk to install 32 bit Vista, then after three more calls to Tech, the said it would have to be returned. So I sent it back and was told 30 days wait for a credit to my account and could not order another before it was credited. then got their bill and had to make a payment ..! called and was told would NOW be 15 days for credit. finally, I called again and was told they credited ONE DAY after they got it. NOBODY THERE KNOWS WHAT'S GOING ON. AVOID LIKE THE PLAGUE

     

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  152.  
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    Richard Neva, Mar 9th, 2009 @ 5:07pm

    Dell C.S. Sucks!

    Indeed it does! I have been all afternoon on the phone with them and I cannot understand any of the employees who are all foreigners. They speak fast and do not know doowah squat! They take your money though, real good at that but you have to beg for a receipt and that takes about 6 phone calls. To make a change in an order, like a different operating system, forget it. That is three day experience and you still never know if you will see what was ordered. I will never buy from Dell again and customer service is the blame!

     

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  153.  
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    Zuher Sam Manji, Jun 17th, 2009 @ 6:54pm

    Poor Dell Customer Service

    I don't think Dell actually gets it. I had a large server order and there were going to be more but after this incident, I doubt there will be more business for Dell from me. I have sent them a letter with a cc: to Michael Dell and I received a response from a secretary somewhere telling me that they do the best they can and sometimes things are delayed. Never once has anybody taken responsibility for this whole fiasco.

    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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  154.  
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    Ryan B, Jun 30th, 2009 @ 1:51am

    If you're reading this, you're probably too late!

    Don't EVER buy a Dell computer if you plan on calling customer service. I didn't even have to ready through all of the previous comments to see a pattern of poor customer service. I have experianced it on both the tech side and the financial side. They still have not fixed the problem with the payment due date, and the computer still freezes up and needs to be rebooted.

    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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  155.  
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    williamj, Jun 30th, 2009 @ 11:18am

    Dell Poor Service

    Never again. Dell's customer service is a complete nightmare. For the past year I have been trying to get a problem resolved. No one at Dell is capable of helping fix what I think is a simple problem. I even offered to ship the PC. Their command of the English Language is marginal at best. How such a great company as fallen so much is beyond me.

    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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  156.  
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    David Harrison, Jul 20th, 2009 @ 4:20am

    Dells Poor Customer Service

    I have now had my grapics card replacved 4 times in my Inspiron 9400 , but Dell refuse to replace what is obviously a not fit for purpose grapics card. There is no sign of Dells customer service improving as of July 2009.

     

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  157.  
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    Richard Mitchell, Jul 31st, 2009 @ 8:42am

    Dell Support

    I am a real estate agent and my laptop and cell phone are my life. I recently asked dell where I could take my pc to have it fixed and then pick it up when it is ready. They spun me around for 3 hours trying to trouble shoot the problem and never did tell me where to take it. I finally had to call a local pc repair shop to get it fixed.

     

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  158.  
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    Dave N., Aug 20th, 2009 @ 10:55am

    Re: On-Shore?

    When I first read your post, I thought I had written it myself. I had one instance where the "gentlemen" I was talking to kept repeating a step when I did not respond according to his pocket guide. After 10 or so frustrating minutes of this, I asked him if knew understood the meaning of insanity. He replied "No", so I told him it was doing the exact same thing over and over and expecting a different outcome. He put me on hold to consult with his manager. Now, these ingrates at Dell have the nerve to tell me they are increasing the interest rate on my account due to "current market conditions". If you are anyone has a good contact name, number and address for their HQ, I would appreciate it. Thanks and best of luck.

     

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  159.  
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    Brian, Aug 22nd, 2009 @ 8:31am

    Sold My Shares of Dell Today

    After trying unsuccessfully to buy a Dell netbook today and dealing with someone in India who barely spoke English and was not familiar with the Dell website offers, I decided to dump all my stock in Dell. Clearly this company's management is intent on committing corporate suicide.

     

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  160.  
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    Jeff Baltes, Oct 26th, 2009 @ 9:57am

    No Improvement From Dell

    I just recently purchased 4 Wii systems from Dell and it was a real nightmare, late deliveries, having to change my order due to product not being available, poor response from their customer service and they do not do anything to reimbuse you when price wars start and they lower their price.

    10-26-2009

    DISGRUNTLED HOOSIER.

     

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  161.  
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    uma dosa, Oct 26th, 2009 @ 5:41pm

    hi guys this is uma,i eat lot of dosa and dosa and i become a a dell technician

     

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  162.  
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    Tom Spivak, Nov 10th, 2009 @ 4:07pm

    Dell screwing up

    I have been a devote Dell customer in the past but I don't think I woul;d ever purchase another Dell product after this last fiasco.
    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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  163.  
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    Tom Spivak, Nov 10th, 2009 @ 4:15pm

    Dell screwing up

    I have been a devote Dell customer in the past but I don't think I woul;d ever purchase another Dell product after this last fiasco.
    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.

     

    reply to this | link to this | view in thread ]

  164.  
    identicon
    Lenore, Nov 11th, 2009 @ 10:30am

    UNBELIEVABLE!!

    almost 90 minutes later, six people, four calls, no help online--continual loop to nowhere--- and all I need is to return bad ink!! UNBELIEVABLE!!!!!!!!!!!!!

     

    reply to this | link to this | view in thread ]

  165.  
    identicon
    Chris Horonzy, Dec 13th, 2009 @ 10:55am

    Former Dell Customer

    I am another Dell customer who has been distressed over Dell's unprofessional service. First they are still keeping a hold on my Bank Account until February on an order for a 1.5TB drive that they screwed up and lost all record of. I have the Dell Purchase ID which is all they ever gave to me besides a headache. I spoke to customer service and was transferred ~9 times and no one could help me with this. Now I need to close the bank account and I cannot because Dell is keeping this hold on my account even though I requested it to be canceled. They leave me no way to contact them online about this because they never gave me an Order Number which is needed to submitted anything online. The people who answer their phones at customer service are clueless. Now I have been a Dell customer for over 10 yrs. and have at least 10 Dell computers at my Small Business among other Dell products and never have I been so inconvenienced and alienated by a company.

    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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  166.  
    identicon
    George Lanigan, Jan 17th, 2010 @ 9:20am

    Poor Dell Support

    I totally agree, Dell has lost the edge. Last week we called and went thru the drill to get a replacement keyboard for a laptop. No problem they said, it'll be over-nighted. A week later, no keyboard. Mind you, I have a 24/7 in house contract. So, my patience is up and I call back today. After being dropped by Nerinder, Mohit, Ganeesh,and Pooja I'm fried. All were nice people but all failed to call back after I was dropped. So I decide to try the online chat. The camera and sound come up and I see myself, cool, I get to deal with someone direct. After a minute of looking at myself, I go back to the previous screen and see Navneet is typing away wanting to know my problem. A quick study, I close the video conferencing and look for away to type back, there is none. So I sit there and watch him tell me he's going to end the session if I don't respond. Needless to say frustration is building.
    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.

     

    reply to this | link to this | view in thread ]

  167.  
    icon
    Popeye (profile), Jan 17th, 2010 @ 9:27am

    Poor Dell Support

    I totally agree, Dell has lost the edge. Last week we called and went thru the drill to get a replacement keyboard for a laptop. No problem they said, it'll be over-nighted. A week later, no keyboard. Mind you, I have a 24/7 in house contract. So, my patience is up and I call back today. After being dropped by Nerinder, Mohit, Ganeesh,and Pooja I'm fried. All were nice people but all failed to call back after I was dropped. So I decide to try the online chat. The camera and sound come up and I see myself, cool, I get to deal with someone direct. After a minute of looking at myself, I go back to the previous screen and see Navneet is typing away wanting to know my problem. A quick study, I close the video conferencing and look for away to type back, there is none. So I sit there and watch him tell me he's going to end the session if I don't respond. Needless to say frustration is building.
    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.

     

    reply to this | link to this | view in thread ]

  168.  
    icon
    Popeye (profile), Jan 17th, 2010 @ 9:56am

    Poor Dell Support

    I totally agree, Dell has lost the edge. Last week we called and went thru the drill to get a replacement keyboard for a laptop. No problem they said, it'll be over-nighted. A week later, no keyboard. Mind you, I have a 24/7 in house contract. So, my patience is up and I call back today. After being dropped by Nerinder, Mohit, Ganeesh,and Pooja I fried. All were nice people but failed to call back after I was dropped. So I decide to try the online chat. The camera and sound come up and I see myself, cool I get to deal with someone direct. After a minute of looking at myself, I go back to the previous screen and see Navneet is typing away wanting to know my problem. A quick study, I close the video conferencing and look for away to type back, there is none. So I sit there and watch him tell me he's going to end the session if I don't respond. Needless to say frustration is building.
    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.

     

    reply to this | link to this | view in thread ]

  169.  
    identicon
    J. Ward, Mar 1st, 2010 @ 8:10am

    On hold with Dell Tech Support for 2 hrs

    I have been on hold with a hard drive issue for 2 hrs. They transfer my call, ask the same questions again, drop my call, I call back, they ask me the same questions again, drop my call. Yesterday they took my $49 for the service call, couldn't fix my problem and then called me back today to place me on eternal hold. I will never buy a Dell again!!

     

    reply to this | link to this | view in thread ]

  170.  
    identicon
    chokl8, Jun 4th, 2010 @ 8:06pm

    hi there

    so some one from this website left a note on my car...y?

     

    reply to this | link to this | view in thread ]

  171.  
    identicon
    forhimself, Jun 8th, 2010 @ 2:38pm

    Won't Buy Dell PCs Going Forward - Can't Take the Broken Language, Script Service Deskl any Longer

    Have only purchased Dell PCs for past 12 years. Due to broken language, and script service from over seas. I will purchase Toshiba this time. Hate doing it, but I can't take it any longer.

     

    reply to this | link to this | view in thread ]

  172.  
    identicon
    Syed Shaheryar Razzaki, Jul 27th, 2010 @ 8:51am

    Dell Support

    I read all the comments and I would like to mention that I bought a Dell Studio 1555 laptop just last year (December, 2009). I did need support a few times and every time I called in for support I got an excellent response from support people (Dell USA). I am very satisfied with Dell as well as my laptop. My next purchase would be a Dell too

    I am from Karachi, Pakistan

     

    reply to this | link to this | view in thread ]

  173.  
    identicon
    Roshin Kumar, Sep 28th, 2010 @ 1:57am

    Re: On hold with Dell Tech Support for 2 hrs

    Hey ditto experience, only difference, I face this musical chair game here in India. I think it is a common Dell strategy around the globe. I regret buying a Dell Inspiron 1525. Only One year and 11 months, hard disk not detected,

     

    reply to this | link to this | view in thread ]

  174.  
    identicon
    Roshin Kumar, Sep 28th, 2010 @ 2:09am

    Re: Dell Support

    gr8, your prayers will be answered soon, be prepared to buy a new lap top, as my failed inside 2 yrs, & their service is bad, had 2 make reapeted calls, was kept on hold, then the line will get diconnected if I insisit on only hard disk replacement and not take their exorbitant coverage etc etc.
    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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  175.  
    identicon
    Roshin Kumar, Sep 28th, 2010 @ 3:51am

    Re: Poor Dell Support

    Same experience here, but I now know, that the call drops are purposely done, It happens only after I refuse to take their exhorbitant warranty (in spite of their best persusive efforts to force me to take one) and prefer to have only the HD replaced.

     

    reply to this | link to this | view in thread ]

  176.  
    identicon
    Graham Thomson, Oct 4th, 2010 @ 9:13am

    Poor Customer Service With Walsh Western

    Left this one on their website today...

    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.

     

    reply to this | link to this | view in thread ]

  177.  
    identicon
    Betsy, Dec 21st, 2010 @ 8:55am

    My one year old Dell laptop is out of warranty and my service contract that I had to pay $250 for in order to talk to them six times is used up. The service was good while it lasted, but now they will not renew the contract unless I renew the warranty. That will most likely cost me at least $500 and I am really steamed at this policy of theirs.

    I will look for someone else to solve what I think is a simple sound problem and I will no longer purchase Dell products.

     

    reply to this | link to this | view in thread ]

  178.  
    identicon
    Deborah Hughes, Jan 14th, 2011 @ 7:07pm

    Dell web page "support"

    I was trying to buy a Dell and the service I received on line was a disaster. It took hours, they screwed up everything, shipping time was critical as a friend was going to bring the computer to me, I live out of the country, that was clear to the agent helping me. From little things, like spelling the name on the credit card TWICE to the person and then they got it wrong when the order was completed, to a RUDE "concierge" named Jennifer, RUDE, RUDE, RUDE. Yes, I was angry and aggressive, after so many mistakes I did not want to buy it, but the deadline was pending and I'd already put HOURS into getting this PURCHASE done...I'm afraid to even think what will happen if I need "SUPPORT". Their service SUCKED.

     

    reply to this | link to this | view in thread ]

  179.  
    icon
    Wheat farmer (profile), Jan 28th, 2011 @ 12:48pm

    No more Dell

    I recently decided to upgrade my monitor on my Dell 3100 desktop. Found one at Dell website and called Dell to confirm the IN1920 monitor would work without complication on my computer. Dell Order dept said it would only need to be plugged in. He did NOT tell me a new graphic card would be necessary. After the monitor arrived and I tried to use it, I called tech support, who said the graphic card would be an additional $44 to make the monitor work properly. When I asked about difficulty of installation, I was assured that all I needed to do was call tech support to walk me thru the easy installation. Today I received the graphic card and after calling Dell support, being transferred to three different depts and placed on hold, which all took over an hour, I was finally told that assistance with the installation would be $59. I am completely turned off by Dell and this experience. Each contact I had was not upfront with the cost of making this monitor change, with the necessary extra part needed, and the cost of tech support. I did my part by giving each Dell rep full information (service tag, etc) about my computer, so I thought I would have been given an honest response about the necessary costs of changing the monitor. I feel like I was taken advantage of by Dell sales and service and this experience has cost them a long term customer. (Our family has had 3 Dell desktops and 2 laptops.) No more Dell!

     

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  180.  
    identicon
    Glen Kehrein, May 22nd, 2011 @ 6:47am

    No More Dell

    I've bought Dell computers -- laptops and desktops -- hundreds both personal and work since the company started. Used to be a good computer with good service -- none of this pay for service crap.

    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!!

     

    reply to this | link to this | view in thread ]

  181.  
    identicon
    geetha, Feb 20th, 2012 @ 2:40am

    dell manager and sales executive domulur cheated. Took Rs 1,700 extra from me. unethical behaviour to customer

    I bought a dell laptop 2 weeks before. I booked the laptop in Croma showroom Sony world signal Bangalore. The girl took 44,700 from me and gave receipt for the same in Croma. But after I got the Laptop I saw It is Rs 43,000.I asked explanation to that girl(ANU sales executive, Dell Exclusive store Domulur).She was lying and telling some stories. I informed to the manager. He was talking in Unethical way saying I WONOT BOTHER ABOUT CUSTOMER SATISFACTION. I said to manager"I spent so much of money by making call and travelling". He said "I will give some Rs 100 for that". DELL MANAGER TREATED ME AS A BEGGER.


    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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  182.  
    identicon
    Jon, Nov 16th, 2012 @ 5:59am

    Dell Customer Service- The worse i have ever experienced

    My mum is a user of Dell Datasafe on-line. Think she paid about 35 for the subscription. She is nearly 70 and uses PC's for work, but like many of us finds it difficult when things go wrong.

    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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  183.  
    identicon
    MsLea, Sep 19th, 2013 @ 10:04am

    Re: Dell Support

    You obviously work for Dell somewhere- because that is not what happens! It is 2013 and Dell still has the same Horrible customer service- doesn't matter if you are a longtime customer- or by the best of the best from Dell- their customer service is the worst ever that I've experienced!

     

    reply to this | link to this | view in thread ]


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