Cencelled Order Due to Inept Customer Svc.

Well, I finally gave up today on DELL. I had placed an order through the EPP for an XPS M1530 at a good price, but after two delays and numerous unreturned phone calls, I decided to cancel the order and go with a firm that has better customer service. I am probably going to try Apple even though their products are more expensive for similar performance because I have heard nothing but good things about their customer service. Here is an e-mail exchange that I had with someone in DELL's customer care unit today:

"Dear Mr. Xxxxxxxx,

Thank you for contacting Dell Customer Care today.

Your issue has been assigned case number 608760XXX. Rest assured that we are working to resolve this issue as quickly as possible. We have setup a return for order number 248698XXX for the expresscard sound blaster and computrace lojack for laptops. The waybills have been sent to your email address which you can print and attach to the boxes you will be returning. The only order that exists is order number 248698XXX which is in production.

If you would like to provide any feedback, please feel free to reply to this email message or leave a voicemail message. Please include the best times for us to call you and your preferred phone numbers. We will do our best to reach you at these times, or as soon as possible thereafter.

Thank you again for choosing Dell!

XXXXXXXXXXX

Customer Care Senior Assistant

DELL Inc. | Americas Customer Care

Work Days: Mon-Fri 10:00am to 7:00pm CST

TEL: 800-695-8133 ext XXXXX

********
And here is my response:

Dear Mr. XXXXXX:

Your e-mail just emphasizes the unsatisfactory experience that I have received from Dell. I tried to call you at the number you listed in your e-mail (1-800-695-8133, ext. xxxxx), but received a recording that I could only enter 7 digit extensions, so your 5 digit extension was completely useless.

As I said, this is just further emphasis as to why I have cancelled my order for an XPS M1530 notebook. By the way, the order number in your e-mail to me (248698xxx) which you stated was still in production was for the computer that I cancelled earlier this morning. In fact, that is why I am returning the XPress card that I received separately.

I cancelled the computer not only because of repeated delays in the expected shipping date, but because I have left several phone messages over the past 10 days with the DELL sales agent who took my order and he has failed to return any of my phone calls. If this is the type of service one receives when they are trying to buy a computer, I can only guess how bad the service would be should I have a problem after the fact.

Please feel free to contact me at xxx-xxx-xxxx should you wish to discuss any of this.

 

nice!!! dell's customer service is really on the decline

 

I usually don't e-mail them for this kinda stuff...Better to call.

 

Did you read my post??! I tried to call my sales rep multiple times and he refused to return any of my calls. Then, after I cancelled my order, a customer care rep e-mailed me and asked me to call him, but gave me an extension that didn't even work. How is that for ineptitude? What a totally useless company.

I suppose I should be happy that all of this took place before I got my computer and before I was stuck dealing with these inept people for the next three years. The only downside is that I wasted a month of my life waiting for the XPS M1530, and now I have to start my research all over.

 

Want good customer service?

www.powernotebooks.com
www.xoticpc.com

A million times better than Dell/HP/Apple, you name it.

 

I actually disagree. I've had outstanding support from Dell, even when they screwed up. I have always just called the number and got the rep on duty. The service has been so good to me, in fact, that I recently wrote the reps' boss a nice letter about how pleased I was.

I'm sorry you had a bad experience, OP. But may I suggest a new approach. After hours, I have called the Dell Small Business number. When they pull up my order number, they will tell me that the EPP office is closed. I very kindly ask them to find a different office (usually in the Philippines).

I have had great experience with this. And I might suggest playing the part of the super nice, non techie. They usually are very generous to the ones that don't yell at them.

Best of luck. I'm sorry this XPS M1530 deal didn't work out.

 

I had a similar adventure with a Sales rep from india. he took my order, it was wrong, he canceled it and never called me back. He then succeeded in canceling 2 other orders placed by 2 other sales rep because he wanted his commission... Finally the 4th order was placed with another sales rep a stern warning was given about the original sales rep never going near my account again. Somewhere in between a sales supervisor yelled at me because I was calling the queue instead of my sales rep even though I explained to her my 3 voice mails never got answered.

I also filled a complaint with customer service regarding this. I explained in detail the ordeal to a supervisor who said this was totally unacceptable. A few days later I received a $200 coupon from her as a compensation. I never asked for the coupon.

Dealing with the sales staff located in India was painfull in my case.

 

w/ bamaster

Same here, I'm sorry to hear that your experience was unsatisfactory, but I currently own 8 systems and all of them are Dells. I'll admit that there were times when phone calls became really frustrating but Dell has really pulled itself together these past few years.

My most recent order, my M1530, had a few small problems with the screen and all I did was call Customer Care (which transferred me to another department) and then made a 30-second explanation of why I did not like the system; after being on hold for two mins while the rep was processing a replacement, he came back on the line, gave me the reference number for the new order, asked if I had any further questions, and then ended the call. This took no longer than 10 mins.

And a final word of advice: I wouldn't recommend leaving phone messages because who knows how many calls they get per day? I stick strictly to chat and live phone conversations so that there's no way that they can miss you.

 

I don't blame you. They need to drop India support big time. I will NEVER shop with Dell again until they do. It is totally irresponsible to outsource for a number of reasons and I can not support a company who does it again.

Out of about 30 phone calls I made to Dell all of them but one went to India.

 

I don't know how dell support is outside my country (holland) but my experiences were always great. short waiting times good support. they adjusted good to my technical knowledge (i'm an IT-professional) so i've always gave them a 9 in their satisfaction e-mail thingies (sorry for my english)

 

US support has been crappy lately.

 

If your sales rep is a incompetent fool, just ditch him/her and call Dell at their general Customer Service Line.

Thats what i do if i do not get a proper response.

 

usually customer care things are held by hindus, if you have technical support you will get service from india (home users) or, Mexico, Philliphines, India (Small and Medium Business), indian guys are really really ##$^*&@#

 

PvD thanks for Comments