Problems? See this thread at archive.org.
First let me start off by saying that I have been a long-term client of Gateway (15 years or so) and never had a problem with them. When I started my new job as a PC Tech, I became more familiar with Dell. Since I image hundreds of dell computers daily and help our users with their problems, I decided it was time to replace my old NX860 with an Alienware laptop from Dell. I wanted a “beast” machine like I had had when all my other Gateway laptops were new.
I had heard bad stories about Dell in the past, but I was willing to take the risk, since they had what I wanted in a laptop, and I was eligible for a Preferred Account that nearly covered the entire cost of the system, and in the 6 months I have been at my job, our failure rate on all PCs we got from Dell is less than 1%. I believe we have had a total of 2 bad computers in the last 6 months. (Not bad in my opinion.)
So on 3/26/12, I placed an order for an Alienware 18x, Logitech gamepad, backpack, and secondary power supply…Right off the bat there was a problem…They tried to charge my credit card instead of my Dell preferred account. So I call, and get that problem resolved, which entails cancelling and placing a new order which took nearly an hour, while I’m at work. Also, on the website, there is no mention of student or employee discounts for these systems (nor did the rep I talked to mention that, even though the company I work for is partnered with Dell, and I am a student in my 2nd year working on my MA in MIS.) I chalked it up to, I must have pushed the wrong thing when I ordered, and may not have mentioned this to the rep when I was speaking with her, so no big deal.
Estimated ship date was 2 weeks later. Then I get an email saying the order was delayed. Two days later, April 12th, the system arrives. I anxiously open the box and start installing Office, Skyrim, etc. so I can test it out. How happy I was to get my new system. It really was a “beast”. Unfortunately, I wasn’t able to enjoy it much, as I had schoolwork to do until the following Thursday. Here is where the problems began…
I go to attempt to play Skyrim for the first time, and the computer reboots on me and will not POST. After multiple attempts at rebooting, re-seating the memory, hard drive, etc, I decide to call support. I spoke to Harold Nichols on April 19th. After attempting to try everything to get the system booted, it was decided that there was a problem with the main board, and it needed to be replaced. However, there was nothing he could do for me, as the computer had not been invoiced yet, so I was instructed by him to contact customer service in the morning and cancel the original order. In doing this, I should get my refund in a couple of days and he would give me a $200 discount because of the trouble that was caused when I reordered the new one.
The following morning April 20th, I try to do as I was instructed. After almost an hour on the phone bouncing between numerous people and departments, I am finally told that the computer has not been invoiced and that I will hear from someone in the next two days about returning the old one. Two days go by and nothing, so I call back.
( April 23rd) No one seemed to have a clue about it. The original charge still had not been invoiced. Several calls later (and calls back) the invoicing had been taken care of, at which point I asked about my refund. I was told we were past the cancellation stage and that I would be gotten a hold of in 24 hours by a manager who would explain to me how the refund process would work, and send me a shipping label for the old computer. At this point, I’m still frustrated, but also being a manager in customer service, I understand there is only so much that can be done. So I frustratedly waited for the phone call that never came. I called back again on April 25th to find out what was going on again and was told a manager would be in contact with me within 24 hours. It is now April 27th and I get the shipping label in my email, and a phone call with instructions on how to send it back, which I do, that day. May 3rd Tracking number says it will be there by May 7th, and delivery was confirmed on that date. I was also led to believe that once the old computer was received that I would have the refund immediately.
Another day goes by, and I get a phone call stating they had received the laptop, and that the refund was “in process”. ( May 8th). At this point, I’m really frustrated and ask why it takes so long to get a refund on an item once it has been confirmed that it is in your possession. I was told it was due to processing, which can take up to an additional 8 days.
At this point, I began to get a bit angry, and politely informed the rep that if I didn’t have my refund by the end of the week, then I would seriously consider not replacing the laptop with another one form Dell.
On May 11th, I get another phone call telling me my refund has been processed. I check my online account while I’m on the phone with them to discover it is not posted. After conferencing in Preferred services, the refund is showing as pending and I am told it will not post until May 15th. Surprisingly, it cleared my online account late that evening, so I send an email to Harold about getting the process of configuring a new one started either May 12th, or May 13th in the evening (since I’m working during the day). I never receive a response, so after waiting for a response from him, my excitement that this is all over and I can start fresh takes over, and I start a chat session on the website with Shoji Montemayor, who is more than willing to work with me on getting a new order processed. I informed him of the situation and what Harold had promised me, and we go to configure the new laptop.
As configuration nears completion, we go to apply my student discount and my preferred account discount, and an internet coupon ($50 off coupon, 1% off and a $403 ecard) and I mention again what Harold had promised. He tries and tries, but can’t get the discount to take, so he talks to his manager. In the process of all this I get a call from yet another manager (which Shoji wasn’t even aware of, as he was checking with his manager at the same time). Eventually I am told by the guy on the phone that he can’t apply the discounts I’m entitled to (student, preferred customer, and the coupon) in addition to Harold’s promised discount, as the system won’t take it. Furthermore, Harold’s discount is no where to be found in the system. After much discussion about how it’s not right that I can’t combine discounts, use the ecard towards the purchase I’m making, or use the discounts I’m entitled to, in addition to the promised (but unavailable discount for the inconvenience caused) the “manager” pushes the $200 discount through and it was cheaper than what I originally would have paid with my original discounts by about $75.
It is now May 15th. I received a call from someone in regards to the email I had sent Harold and told them I had already reconfigured the system. Not even an hour later, I get a call from another “manager” doing a survey about my satisfaction with the whole process. I told him everything I have stated here, yet still nothing could be done to get me a better discount even after all this trouble.
I was told again that I could not get the additional discounts because the $200 savings was already “over their limit”.
I know this has been very long, but I’m almost done. LOL.
Here’s my problem(s): lack of timely communication between employees and customers, problems with the invoicing system, lack of honest answers, managers that don’t have enough say-so to please a customer, and lack of customer service options that provide for their satisfaction.
I work in customer service at a convenience store everyday, in addition to my IT job. If someone brings in a coupon and a discount authorized by corporate, we honor it all, in addition to the gift card they were issued for “customer satisfaction” reasons no matter what, in order to keep them coming back to our stores.
Right now, I have lost about $100 in discounts I would have gotten with my $200 “customer satisfaction discount.”. Plus, I have also lost the $403 ecard, and the $50 off coupon because the “system” would not allow them to be applied, nor could I use the ecard towards the current purchase (or the original purchase of the controller, backpack, and second power supply). So essentially, I’m out ($553) on a purchase that is over $4000 with tax.
In my book, losing 15% or less on a sale to have $4000 coming in makes sense in order to keep a customer and a good reputation with references.
Still frustrated (as I feel I'm getting screwed), and needless to say, once my "new" laptop arrives, it better be perfect in every way, shape, and form, (and even then) this will be the absolute last time i deal with Dell.
Bad customer service continues @Dell
Discussion in 'Dell' started by whizkiddz, May 16, 2012.
