Dell Call Center = 100% Crap

This morning I woke up at 9AM and the first thing I did was call Dell...

Situation:
Ordered 3 items. 2 items never got processed, 1 item back-ordered.

I call to see what's going on with 2 items, and cancel 1:

Call #1: (wait 30min) ..Placed on hold for 5 secs, then hung up on
Call #2: (wait 15min) ..Transferred, hung up on during the transfer
Call #3: (wait 20min) ..Transferred 3 times, hung up on

I decided to use the chat service...

Chat #1: (wait 5min) ..Can't find my order, told to call rep who placed it

Call #4: (wait n/a) ..I call direct extension, no one answers
Call #5: (wait 15min) ..Demand a manager...(wait 10min) ..I get the manager, he transfers me (wait 10min) ..I discover I've been transferred to US support 10 minutes later after I told the manager I was Canadian ..(wait 10min) ..I get Canadian help desk/manager he can't find my order and tells me to call the sales rep
Call #6: (wait n/a) ..Call sales rep, he's not there

..................

All in all, I spent almost 3 hours over the phone between wait times and conversations. It's 1238PM and I started at 9AM.

The service is disgusting (that's using a nice word). Between the thick Indian accents, disconnects, and carelessness, I honestly believe that not a single person cares about their job. Quality control? Haha, yeah right --- NON EXISTENT!

I used to be a manager for Mastercard Customer Service and if someone was caught disconnecting every call he or she would be out the door the same day.

What is the best way to complain? I doubt anyone will care since the executives are enjoying their new mansions and yachts that they've gained from relocating their call centers to India, but I'll give it a shot anyways.

Besides complaining at Dell, is there any government agencies that I could also complain to?

 

I feel for you

Hope you get it resolved!

 

Yes thank you all the companies who farm out customer service to non-english countries and then force english speaking countries to spend twice the amount of time trying to resolve simple issues. Shows how much you really care about your customers.........

 

And you would complain if all the dell agents were from America and the price of your system was 15% more.

I love how the OP, a CANADIAN, is complaining about thick accents as if some Canadians don't have accents of their own.

To be fair, all of the "thick-indian-accented" agents speak with proper english and can be understood fine.

 

Yea I guess we get what we pay for. Just happy that I can build my own desktops so I dont have to deal with it. Why should we have to pay 15% more?? The majority of these notebooks these days are made in China anyway.

The foreign customer service agents may speak english just fine but really dont have a clue what we are trying to explain to them which is why it takes twice as long (our time) to get anything accomplished.