Dell Customer Care Experiences

Hey guys, I have had my M1330 (yes the one with the NVIDIA 8400M chip) have had no major problems to date. However, two days ago I had some touchpad issues i.e. a sluggish, unresponsive touchpad so I decided to contact Dell. The experience was really good I go an agent by the name of Mr. Abdul Aleem who was really friendly and provided me with a form to transfer my ownership and then he fixed the issue.

Now earlier this year I contacted Dell about another machine and this wacko was telling me that since I bought the laptop at Best Buy I should go to Best Buy to deal with warranty issues despite the laptop having 1 year basic warranty from Dell.

So I was very pleased with the interaction with Mr. Aleem.

So this a thread to share your experiences with Dell's Customer Care.

 

I tried calling 24/7 technical support today. I tried five different numbers. And every time after I punched in my express service code, I'd get such a darling little message:

"Unfortunately, this department is closed. Please try again on the next business day."

I called my sales guy at his extension (thank goodness that worked) and he told me technical support wasn't working tonight. Oh, the irony!

~Ibrahim~

 

LOL, ironic indeed.

Wait its 24/7 right so why were the not working?

 

God only knows, but they said check tomorrow.

If you want to do something fun, make a poll asking people to rate experiences as horrible/bad/good/great.

~Ibrahim~

 

LOL you are devious, I will add the poll.

Edit: Well I tried to but do not see the option maybe a mod can add it for us.

 

I have had both positive and and not-so-positive experience with Dell Customer Care.

In the end, all that matters to me, is that Dell takes care of whatever is going on with my situation with my lappy ~ at that given time.

Dell's Customer Care is always going to be a "work in progress" You will either get a "great Rep" that cares about your issue. Or, one that is there "to just do his/her job". Big difference between the two.


Cin...

 

Just as an addendum to yesterday's post:

Still happening today; Team Music City (used to be Jaguar) is doing a "warm" transfer now where a Technical Support Representative is actually on the line before they transfer me. We'll see how that works out.

It's a band-aid fix, true, but, damn it, I just want to turn the bloody brightness down!

~Ibrahim~

 

I have been a long time Dell customer and in my opinion their customer service has taken a real nose dive these days.

I just called today about an issue with my Studio XPS desktop. For some reason, although I ordered it brand new directly from their website in February, it is registered with someone else's name! I don't know how this could possibly happen . It's an obvious error at their end. But because of this issue they can't even talk to me about the problems it is having.

I was then connected by the XPS tech to the regular customer support to see what it going on with the registration. Regular customer support tells me they can't check or review any orders as their computers are down for 2 hours. It's ridiculous.

I used to be a very loyal Dell customer. But frankly, my opinon of them changed this summer when I received a defective from the box Dell mini from the outlet. It was returned twice but evidently no repair was ever done as it still had the original problem when returned. When they wanted me to send it in a third time I just sent it back.

I don't think that I am exaggerating...something just isn't right with Dell support these days...

 

And they got me a representative in which we spent over an hour diagnosing the issue. We would've spent at least another hour more, but I told the guy I was pretty convinced it was hardware (it is). Got a dispatch and I got a repair-dude coming to me in the next few days.

@AmericanGal

Yeah...I have *never* gotten a sane overseas representative. Ever. The guys know, like, nothing. Today, the representative and I spent 5 minutes setting up Dell Connect. So he could restart the computer. To get into the BIOS. !@$!@%%!!!

I speak Urdu, which is close to Hindi. Maybe it's a language barrier. Or maybe it's a mental one, LOL.

~Ibrahim~