Problems? See this thread at archive.org.
I spoke with a customer service representative several days ago named "Genesis". I post the name here only because I am curious to see if anyone else had similar issues. (If names aren't allowed, feel free to censor)
In any case, I had the worst experience with this representative.
Once a chat was engaged, I was told to wait. Okay. After 10 minutes, she replies to my chat-- only, the posted response wasn't for me, it was for one of the other four customers she was speaking with. She did this about 4-5 times throughout our chat. She also could not locate my order anywhere. She put me on a 20-minute hold within the chat and continued to send answers that had nothing to do with my issue. Finally I said I was not satisfied with her support, so she called me. About 2 minutes into the call, the famous "disconnection" sets it and there is no one on the other end. She calls me back and immedietly accuses me of hanging up on her. I said, "I didn't hang up on you...." and she scowled at me! Then she asks for my social security number over the phone. I'm sorry, I don't care whether or not she can find my order, but there is no way in heck I should be asked that information to simply find an order. Its unacceptable.
I later spoke with and emailed a couple managers who agreed that her attitude and questions were totally unacceptable. The following actions were taken:
- My order was made priority in the system for faster build time
- My order was upgraded to next day shipping, free of charge
- 5% discount was applied to my order. (about $150!)
- Most importantly, I was apologized to several times which is really all I needed.
Needless to say they finally located my order and I'm patiently awaiting my system now.
Just thought I'd share!
Customer Services Issues w/Rep "Genesis"
Discussion in 'Dell' started by jtimbre, Nov 4, 2007.
