Dell Nightmare - Advice needed

dfarry

Sorry about the formatting of this message (something weird to do with this work PC) - I will type the full message below in a reply...

dfarry

I am at the end of my tether with Dell...My Dad wanted a new PC - I suggested Dell....Over the past 3 weeks we have ordered one PC, the order dissappered and my dad cancelled his debit card for fear of fraudulant use. since we have had to order and cancel another two machines and been promised refunds that haven't been actioned. Finally the one machine that is the correct spec and is what we want has not be delivered.At the moment my dad has been billed 4 times for one machine. 3 times on his credit card once on his debit. 2 of the transactions on his credit card are now on the statement so the CC company will want payment as they cannot cancel them now.The other problem is that every time we speak to Dell we go through to their Indian Call centre and it seems like the staff have no idea what they are doing - I am just not convinced they will be able to resolve this matter without my Dad first being charged nearly £1000 for a machine he hasn't even got.I have tried calling Dell's UK HQ and that was a waste of time also. My Dad is going to speak to the CC company today but he is confused by what is going on now - it is frustrating for me as I suggested Dell and it's all gone wrong.

Tallymanjohn

When talking to any overseas call centre, keep acting dumb as if you cannot understand them & keep asking to speak to a supervisor - it works more often than not & you should be transferred back to the UK. Next, definitely get the CC company involved asap - that's one of the only few advantages of paying by CC - the protection - so make the most of it. Finally, if you have UK contact details, try e-mailing the list of events to customer services & give them a deadline for replying - 4-5 days maximum.

UltraCheap_2

I have had similar situations where I have recommended a product to a family member, and everything has gone wrong. It is very upsetting.

I have also had experience with the Dell "Customer Service" here in the UK and I agree that they are exhausting.

I have always had wonderful success with the Dell US Customer Service, and I recommend that you give them a try. There number is 1-800-WWW-DELL, or a list of other numbers to try: http://support.dell.com/support/topics/global.aspx/support/dellcare/en/byphone_ord?c=us&l=en&s=gen

Be sure to use the 18185 telephone service to place the call at .5p per minute!

Explain to the that you urgently need a telephone number for the UK office so that you can speak to someone in CS or accounts - as you have been charged for 4x computers....

Also explain to them that you have to PAY 10p/20 cents per minute to call their 0870 number (in the US, it is Free to call Dell), you are left on hold for ages, and when you finally do get to speak to someone, they are unable to actually solve the problem. Explain clearly to them that you have no way to contact someone regarding the accounts.

Don't take no for an answer! It is their job to find a solution. Take their name at the beginning of the conversation. Be polite! They are not allowed to hang up on you, unless you are rude. Sit on the phone with them until they find a solution for you.

If they just continue to not help, ask to speak to their manager, and continue to escalate the issue to upper management.

I have done this before and it works.

Good luck!

dfarry

Hi all an update.....

THE SAGA CONTINUES!!!

On the credit card front things seem promising there... the credit card appears to have been cancelled/frozen and the balance set to zero. However checking the web based credit card account shows the outstanding sums as nearly £1000 - perhaps this can't be relied upon however.

I asked my dad to contact the CC company again to be extra sure, and they confirmed the above. Evenso I have advised my dad to keep his eyes open for a credit card statement.

In the meantime I have sent a email of complaint to Dell complaints and not had any response whatsoever. I did have a message left for me by one of the Cust Service people in India, but this just said "When we get the PC back we will refund you - I will call you tomorrow"..... and never did.

The latest Dell order has been moving nicely and was dispatched from Limerick on the 17th August. It was due for delivery today so my mum stayed home all day.

IT WAS NEVER DELIVERED!!!

So I checked the online status and the courier Walsh Western have added a status "Customer Refused Delivery".... this is completely wrong, no delivery was even attempted. So just to compound problems further the courier has got the deliveries mixed up now and they don't know what they are doing either!!

Tonight I was just about ready for WORLD WAR 3... only the sales lines in India were open...I insisted on speaking to a supervisor and spoke to Jaksmi, she was very friendly but not very helpful... all she could do was say call back tomorrow. I was not rude but I did give her a hard time to see if she could escalate the matter. I did get the name of the head of customer services Ashish Joshi so I will try to speak to him tomorrow or one of the CS managers.... I doubt it will help of course - my experience of Dell now suggests everytime you call it only makes matters worse.

Finally and in a last ditch attempt to speak to someone that might help, I tried the Dell US number.... after listening to the most brain numbing automatic routing system and messages I ended up in...... yes you guessed it.... the Indian call centre!!!! ARGH!!!!!!!!!!!!!!

Where will this end....give me strength.

slowen

dfarry wrote:

I am at the end of my tether with Dell...My Dad wanted a new PC - I suggested Dell....Over the past 3 weeks we have ordered one PC, the order dissappered and my dad cancelled his debit card for fear of fraudulant use. since we have had to order and cancel another two machines and been promised refunds that haven't been actioned. Finally the one machine that is the correct spec and is what we want has not be delivered.At the moment my dad has been billed 4 times for one machine. 3 times on his credit card once on his debit. 2 of the transactions on his credit card are now on the statement so the CC company will want payment as they cannot cancel them now.The other problem is that every time we speak to Dell we go through to their Indian Call centre and it seems like the staff have no idea what they are doing - I am just not convinced they will be able to resolve this matter without my Dad first being charged nearly £1000 for a machine he hasn't even got.I have tried calling Dell's UK HQ and that was a waste of time also. My Dad is going to speak to the CC company today but he is confused by what is going on now - it is frustrating for me as I suggested Dell and it's all gone wrong.

When I ordered one of the LCD TV's that was on offer I had a lot of messing around but in the end I contacted gillian_larkin@dell.com who is one of the senior executives who sorted my problem out the way I wanted as the indian call centre was beyond useless and do not understand customers problems.

SilverScooby

Some suggestions from ihatedell.net for who to email to get Dell to sit up and take notice:

email Michael@dell.com - he won't see it, but Executive Support will, or you could email them direct:

Connie Muegge
Care Resolution Center
Executive Support
Dell Inc.
connie_muegge@dell.com
1-800-624-9897
ext 72-68324

Good luck!

Goodersuk

Hi, I had loads of problems with Dell a couple of months ago and kept getting India, it was a nightmare. I eventually emailed Michael@dell.com, and got an email from executive support followed by helpful phone calls and emails from Ireland. Eventually got sorted out but I don't think it would if I had not sent the email. Try it I am sure it will work. P.S. I also got 20% discount.

dfarry

Thanks everyone,

I'll see what rsponse I now get from the online complaint I have sent to them and also the mail sent to Walsh Western.... the next stop though will be Michael himself!

martinmarv

Try to avoid eating cheese for a few hours before you go to bed...

dfarry

The courier company have called me, and insisted that someone attempted a delivery yesterday at 11:50 (although it was supposed to be delivered between 1 and 5pm)

Evenso my parents were at home all day and no one came to deliver.

They have therefore said they will deliver this evening between 5 and 9pm

I haven't had any further response from Dell.