my Dell 'customer service' (ha ha) nightmare
by rogarth - 2/11/10 9:00 PM
I am in the middle of a customer service nightmare with dell. I am a previous loyal customer who has had a dell computer for years with no problem. I purchased 2 new dell computers at the end of last year and entered into a form of customer service torture, the like of which I have never come across before. I cannot believe that a commercial organisation can operate in this way and still be in business. I have spent hours on the phone, sent numerous emails and only feel humiliated and upset by every contact i have with the organisation. the phone call centres treat customers with contempt, endless queing, transfer you at random, disconnect you when they don't understand your question, very poor quality phone lines, people with insufficient language to deal with the calling country, long transfers in which you end up back at the same point, transfer you to sections you didn't ask for, people who shout at you etc etc.
I would NEVER enter into any dealings with this company again, and will spread the word as widely as I can. I am a normally very savvy consumer and i feel stupid to have now got myself in the position of having spent over $2,000 with a company who have only dealt with me with contempt. of course i should have read this forum first!! I entered Dell and Nightmare into google and it led me straight here, so I know my experience is not new. silly me!
Apart from my initial problems simply getting sales advice (surely an example of a company shooting themselves in the foot, if they treat customers so badly before they have even bought) I have now spent weeks trying to resolve having the wrong monitor delivered. 20 emails, and 25 phone calls. calls to specific people - my initial sales person and their manager, which mostly go unreturned, and the issue is still unresolved. it is a fairly simple request I think - how to exchange this monitor for the right one, size of screen, price, delivery, exchange method.
I have just spent 2 hours on the phone going round in incomprehensible circles in that particular form of dell torture - determined not to give up - but I have to admit they won - I broke down sobbing on the phone! and my issue is still not resolved. since the 25th January (18 days now) I can still not use my newly purchased computer, as no monitor! (I am unwilling to unpack and use the unsuitable monitor incase that means they will not take it back)
this does seem very wrong that a company with previously such a good reputation can move into territory like this. My question is - there any way of lodging complaints and getting answers? and how do i get my issue resolved quickly! And is there any way that we as consumers can get things to change???