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    Dell Customer Support Experience

    Discussion in 'Dell' started by Wraithbane, Nov 9, 2009.

  1. Wraithbane

    Wraithbane Notebook Geek

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    2 hours and 12 minutes after dialing the number I get someone on the phone for the first time. This guy actually says : It is the end of my shift, let me place you on hold just a brief moment and allow the other technician to take over. 15 minutes later I'm hanging up.

    Customer Support Rating: 0

    :mad:
     
    Wraithbane, Nov 9, 2009
    #1
  2. froogle

    froogle Notebook Evangelist

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    That's terrible. There must be some method of escalating issues like this.
     
    froogle, Nov 9, 2009
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  3. Speedy Gonzalez

    Speedy Gonzalez Xtreme Notebook Speeder!

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    when i talk to them in English they transfer me to like 6 agents but when i get spanish support they help me right away the only problem is there is not to many spanish agents and sometimes they don't know nothing about alienware machines :)
     
    Speedy Gonzalez, Nov 9, 2009
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  4. Zero2Infinity

    Zero2Infinity Notebook Enthusiast

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    Sorry to hear that, but it doesn't suprise me... Most call centers are under-staffed due to turn-over and little to no competitive pay. Don't get me wrong. Those are still no reasons for the kind of service you received.
     
    Zero2Infinity, Nov 9, 2009
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  5. CooLMinE

    CooLMinE Notebook Deity

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    How did you manage to stay at the phone for two hours?! :p I usually just hand up after 3mins and call them after 30minutes :p
     
    CooLMinE, Nov 9, 2009
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  6. Encephalon9986

    Encephalon9986 Notebook Enthusiast

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    My friend had a hinge problem and he called dell support the other day and they said "Restarting your computer will fix his hinge problem" They also said it could be a virus. Its a hardware problem lol.
     
    Encephalon9986, Nov 9, 2009
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  7. Cin'

    Cin' Anathema

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    You weren't calling from your cell phone by chance were you? If so, I commend you for your patience! :eek:

    If I'm calling Tech/Customer Support, I always try and call from when my cell min' are *free* or preferably from a land line phone (work, friends/family) etc. That way, the Dell 15 Minimum Wait (I call it) isn't eating on my own phone.

    That royally stinks this happened to you. I would call back if you have any more patience left, and tell them upfront you are giving them a total of 10 minutes, to get the call put thru to the right person...and to get some sort of *sense* that your issue is going to be dealt with. Or, you will find other means of having your issue dealt with in a Customer Service Escalated way. ;)


    Cin...
     
    Cin', Nov 9, 2009
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  8. Peon

    Peon Notebook Virtuoso

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    Most companies these days are run by overpaid and underqualified executives who treat customer service as a cost that has to be cut, which naturally means that the cheapest and lowest quality call center gets the contract. It's not like the old days where competent managers understood that good customer service was and still is a key to customer satisfaction and repeat sales.

    I really hope the customer disservice trend comes back to bite them in the behind the way outsourcing to India did.
     
    Peon, Nov 10, 2009
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