What is the matter with Dell????

sparksoft

Hi all

Does anyone have any ideas how to solve this problem:

Yesterday - I bought a Dell Laptop online.

I got email confirmation today with the wrong postal address (a previous one), though they got the delivery address right.

The postal address they quoted is my previous address. It doesn't appear as an address in my Dell account so I can't change it.

I have spent most of today talking with Dell "Customer Support" in India, who simply say, "I will put you through to someone who can help you", which just means they put you back in the queue for someone else to answer ... and then they do the same. This happens 3 or 4 times and then you get endless music!

I tried the online offering of "support" and the guy I was talking to could only suggest I cancel the order and try again! Well that isn't going to work, as the address they are using doesn't appear in my account so I can't get rid of it!

When I pointed this out, he simply repeated it then said I cannot suggest anything else; and then said "Is there anything else I can help you with?" !!!!**&&**&!!?

I phoned all the phone numbers I can find in the UK (including the say no to 0870 ones - great site by the way!) and spoke to someone in Ireland who said someone will call me back ... It is looking increasingly unlikely that that is going to happen now!

I just don't understand what is going on ... Don't Dell WANT to sell us anything? Is the slightly cheaper Indian "sales support" worth the huge loss of sales they are going to suffer? (I see I am not alone in this!).

Even the guy in Ireland said he had heard of this sort of thing a lot!

Sales with Dell has always been fraught, but they used to have UK sales staff and Account Managers who would bend over backwards to fix things but it seems they are all gone.

I like Dell machines, but I am losing the will to live and I can't get to speak to anyone in the UK or Ireland. A few years back, although they would get it wrong, they sounded like they really were bothered, if embarrassed and would even give you freebies to say sorry ... now they couldn't seem to care less!

I think they need to spend less money on flashy adverts and more on customer service ... and I would tell them so if I could get to speak to someone who would say something more than, "Name Please? Order Number Please? I will transfer you to someone who can help you ..." ... music ... "Name Please? Order Number Please? I will transfer you to someone who can help you ..." ... music ... "Name Please? Order Number Please? I will transfer you to someone who can help you ..." ... music music music more music .... click!

If anyone has any ideas they know that work in waking up Dell so I can get someone to listen, then I would be keen to hear it.

I will post back if / when this ever gets resolved!

Fed up, frustrated, angry!!

Les

sparksoft

16:23:07
System You are now being connected to an agent. Thank you for using Dell Chat
16:23:07
System Connected with vijaykumar_nelli
16:23:12
vijaykumar_nelli Thank you for contacting Dell Sales Chat. My name is Vijay, your Sales Advisor, In order to Help you better can you provide me with your email address and Telephone number incase we get Disconnected I can either come back to you by phone or email.
16:23:46
Les
les*****.*** 0044 **** *** ***

16:24:28
vijaykumar_nelli How may I assist you today?
16:24:46
Les e There is incorrect information on my order confirmation
16:25:02
vijaykumar_nelli What is that
16:25:21
Les
the postal address for correspondence (The delivery address is correct)
16:26:08
vijaykumar_nelli Please contact Customer Care on 0870 353 0010 Monday to Friday 9 am to 5 pm. and they will correct it for you
16:26:48
Les
I have been doing that all day ... they pass me from person to person before leaving me endlessly listenbing to music
16:27:43
vijaykumar_nelli I really apologise for the inconvenience Les, But you are into sales now and we do not handle these kind of issues
16:27:56
vijaykumar_nelli We only assist in purchasing some thing
16:27:58
Les
No one seems to ... I want someone senior to call me
16:28:33
vijaykumar_nelli Please contact customer care and that's the right department to deal with your issue
16:29:24
Les
THEY DO NOT DO IT! I just told you they pass me from person to person and I am fed up of it ... I am collecting all the names and phone numbers and I am going to the press and the media to show how hopeless Dell "Support" is ...
16:29:46
Les
Do Dell not WANT to sell machines????
16:29:53
Les
Where is the customer service?
16:30:01
Les
I want to speak with someone senior
16:30:33
System vijaykumar_nelli has left this session!
16:30:33
System The session has ended!
Impressive huh??

Les

sparksoft wrote: »

Hi all

Does anyone have any ideas how to solve this problem:

Yesterday - I bought a Dell Laptop online.

I got email confirmation today with the wrong postal address (a previous one), though they got the delivery address right.

The postal address they quoted is my previous address. It doesn't appear as an address in my Dell account so I can't change it.

I have spent most of today talking with Dell "Customer Support" in India, who simply say, "I will put you through to someone who can help you", which just means they put you back in the queue for someone else to answer ... and then they do the same. This happens 3 or 4 times and then you get endless music!

I tried the online offering of "support" and the guy I was talking to could only suggest I cancel the order and try again! Well that isn't going to work, as the address they are using doesn't appear in my account so I can't get rid of it!

When I pointed this out, he simply repeated it then said I cannot suggest anything else; and then said "Is there anything else I can help you with?" !!!!**&&**&!!?

I phoned all the phone numbers I can find in the UK (including the say no to 0870 ones - great site by the way!) and spoke to someone in Ireland who said someone will call me back ... It is looking increasingly unlikely that that is going to happen now!

I just don't understand what is going on ... Don't Dell WANT to sell us anything? Is the slightly cheaper Indian "sales support" worth the huge loss of sales they are going to suffer? (I see I am not alone in this!).

Even the guy in Ireland said he had heard of this sort of thing a lot!

Sales with Dell has always been fraught, but they used to have UK sales staff and Account Managers who would bend over backwards to fix things but it seems they are all gone.

I like Dell machines, but I am losing the will to live and I can't get to speak to anyone in the UK or Ireland. A few years back, although they would get it wrong, they sounded like they really were bothered, if embarrassed and would even give you freebies to say sorry ... now they couldn't seem to care less!

I think they need to spend less money on flashy adverts and more on customer service ... and I would tell them so if I could get to speak to someone who would say something more than, "Name Please? Order Number Please? I will transfer you to someone who can help you ..." ... music ... "Name Please? Order Number Please? I will transfer you to someone who can help you ..." ... music ... "Name Please? Order Number Please? I will transfer you to someone who can help you ..." ... music music music more music .... click!

If anyone has any ideas they know that work in waking up Dell so I can get someone to listen, then I would be keen to hear it.

I will post back if / when this ever gets resolved!

Fed up, frustrated, angry!!

Les

mkbswimstar

Sorry but it won't get much better.
If u just want a good laptop then get a Dell, if u want good customer support, avoid them like the plague.
All they care about after selling u the laptop is extending ur warranty, if you have any queries, you won't get anywhere with them.

Harveycat_2

Have you tried the online live chat service?

http://www.dell.com/content/topics/segtopic.aspx/sales_chat_index_masthead?c=us&cs=19&l=en&s=dhs&~lt=popup&~ck=pn

Enterprise_1701C

I have had fantastic customer service from Dell in the past, they helped me fix my laptop with some very useful information, and we had a monitor that was well out of warranty that they replaced, I have always found the live chat service the best way to go, and I also contacted them by email.

southernscouser

I've got a Dell. And I won't ever buy another one.

Get your money back OP and take your custom elsewhere.

jodlebug

i have had poor customer service with regards to repair too. If it wasnt my work laptop i'd have bought a different make.
I have waited in 3 times for an engineer to turn up, only for him not to. Missing parts - they never called and cancelled despite telling me that they did.
He turned up yesterday and one of the parts was incorrect. Thankfully a cosmetic one so at least my laptop now doesnt over heat and shut down every 30 minutes. He is supposed to be coming today. About 30 minutes after he left yesterday the call centre called me to say he would be with me within the hour. I asked if they were sure as he had just left and she said she would call me back..... still waiting....

Buy a different make.

BlueBeard

Having worked for Dell previously as an engineer I'm familiar with their SAP computer system, which is used by everyone from sales to engineers to after sales support. It holds all information about the customer, and if i remember correctly does have 2 address fields, for the purpose of delivery at a different address than your billing address amongst other uses. In your case it seems your delivery address is correct so theres no immediate issue with receiving your order, and they can get in contact with you via email, and possibly telephone if that hasn't changed when your address did. Regarding the India/Ireland call centres, if your lucky you'll get through to Ireland about 1 in 10 goes lol, so in my opinion its preferable to keep trying as the communication barrier used to frustrate me! I think the correct people to update your address would be Sales, as when you placed your order and gave your address they are the ones (presumably) who made the MISTAKE of only updating the delivery field, and not your billing address....