Dell horrible service

TomCat_2

I bought a new XPS Dell laptop. The laptop is faulty and in the last 3 weeks I have received the worst customer service experience ever. Below are one of the 20 emails I have send to resolve this and it is still unresolved.

Hi Amit,

The technician and shipment of the parts have been send to the wrong address. I also kept informing the nice lady that I had to leave at 1pm but I am not sure she understood as she kept saying the technician would arrive between 9am - 5pm even though I kept repeating I had to leave at 1pm.

I have also emailed you 8 times asking for the information on how to return the laptop but this questions has been ignored. I can only see this as a deliberate attempt to prevent me from returning the laptop that is my legal right under UK law. Making a mistake is one thing but the policy show by Dell is both illegal and dodgy and does not below in modern business practise.

Can you please provide me with the details on how to return the laptop by today please????????????

As I mentioned yesterday when I gave Dell one last chance to sort this out and provide me with a return address, I will post all our email communication (most of my emails being ignored) online on consumer forums, Twitter and Facebook, and I promise you that will cost Dell much more than the money Dell have already lost from Empire Claims taking our business elsewhere. It is a very short sighted business model to try to prevent a customer from returning a faulty product so you make one sale in return for losing all future business and getting a very bad word of mouth going around. It is a shame Dell Service Managers don't have the business knowledge to prevent this from happening.

This has been one of the worse customer experiences I have ever had in my last 12 years in business. I look forward to getting your response today.

I have only agreed to the technician to come since my request for a return address has been ignored and my legal rights set aside by Dell.

Again I am very disappointed in the dodgy business practise provided by Dell. Just so you are aware all our communication will be posted online including names of correspondence. I will also escalate this complaint further within Dell as I want to ensure the Directors are aware of the service their model provide.

Also please take Empire Claims of you list as we no longer want to receive sales calls from Dell, as we get regularly.

Here is an outline of the service provided by Dell

1. faulty computer delivered
2. I request help and a return address from Amit that promise to fix it asap, but nothing happens in the following days. The return address is ignored 3. I request help again and a return address, someone from customer service finally call me but no return address is provided (ignored). I am transferred around to the wrong departments.
4. I am promised a next day technician to fit the laptop at my house, but no one contact me to arrange this and no technician show up, the next day is the same despite me chasing this again. Also to mention that Dell have no free number I can call, I actually have to pay every time I call Dell to get my faulty laptop fixed and get Dell to stick to their promises 5. I request this again as well as a return address. The return address request is again ignored, and I get a call that a technician will call me when I get back next Thursday, and a windows 7 CD will be shipped out asap.
6. I arrive home the week after and no Windows CD is there and I later find out that it was never send as promised. I don't get the call as agreed on the Thursday and only get a call just before closing hours because I send a very angry email. Again my request for a return address is ignored.
7. Since the service is taking place in India the communication is hard and it seems as there are set scripts and that the staff is not allowed to think and act on their own so problems don't get solved and communication issues continue to occur. I say I will be home for the technician from 9am - 1pm and I repeat this 3 times but it appear the customer service representative don't understand this as she keep saying 9 - 5pm so I am sure the technician will not arrive again today when I am home. This is now the 3rd day I sit at home waiting for Dell to sort out a faulty laptop I paid £750 for and they should just have replaced or refunded. Instead they push the hassle and calling costs to ask for help on to me. The windows 7 cd and appointment is finally booked but in the confirmation email the wrong address is given. I let Dell know in 2 emails but hear nothing back. Again my request for a return address is ignored.
8. The customer service/complaint number on the website is not working and I have had no replies to my emails now for days.
9. The technician did not come yet again today as agreed so this is the 3rd day Dell stand me up and have wasted my time as I had to stay at home, and they have done nothing to neither refund my money as requested on multiple occasions (I asked for an address to return the laptop but have been ignored for 8 emails) or fit the faulty laptop. It is not only very poor service it is also in breach of UK law that protect consumers and give us 14 days return right on any electronic product bought online.

I just spoke to a Dell representative and he was so rude to say I had to persuade Dell why they should help me, and that I had no legal right to demand a refund despite me requesting a refund 3 days after receiving the product. He went on to lie and said UK distant selling rules that allow a consumer to return a product bought online in 14 days did not apply to Dell and that they did not have to follow this UK law.

NEVER USE DELL THEY ARE HORRIBLE AND INCOMPETENT.

Toxteth_OGrady

Sounds like a straightforward breach of contract under Sale of Goods Act (defective item) rather than Distance Selling Regulations (buyer change of mind).

Very quick, easy and cheap to raise an online claim:

https://www.moneyclaim.gov.uk/web/mcol/welcome

scheming_gypsy

TomCat wrote: »

NEVER USE DELL THEY ARE HORRIBLE AND INCOMPETENT.

Years ago the company i worked for were looking for a new group supplier and as one part used Dell we had to consider them. So i drove down to their HQ for the meeting and when we got there we were told that the person we were due to have the meeting with was on holiday (abroad); so they had to find somebody to cover for him... and that person obviously had no idea what it was about.
While we were waiting for them another person came in for a meeting with another rep and was told 'that's him there', as he drove out of the car park.


needless to say, we stuck with HP

gaztop_3

TomCat wrote: »

NEVER USE DELL THEY ARE HORRIBLE AND INCOMPETENT.

+1 To that. Never had anything but problems with Dell. Even had one PC arrive at my last place of work without a power supply fitted, but the call centre staff asked if I'd tried switching it off and on! :think:

free4440273

quite a few people here have had similar problems with Dell I've noticed; always been a purchaser of HP machines myself :cool:

Toxteth_OGrady

I've never bought a Dell PC but to add some fairness and balance.

A while back I bought a Dell monitor from an Ebay reseller that came with a 4-year replacement warranty. After 15 months the power supply died. Phoned Dell CS in the afternoon and next morning a BNIB replacement was delivered by courier who took away the dud. 2 years later (so now over 3 years old) display had developed intermittent artefacts (known defect with this model). The best outcome I was hoping for was a like-for-like refurb. As before, courier duly arrived next morning and to my surprise and delight dropped off a BNIB 2011 model (worth £600) and again took away the dud. One very happy Dell customer.

bleepandbooster

Yep nothing wrong with A dell, I think she is a lovely girl and a cracking singer !!!!!!!!!!!!!!

Both Dell comps I've had have been fantastic, no problems with either of them.

Cofion
David

cit_k

I have used dell support a number of times, the 'web' side were you fill in a form to report a problem does not seem to work properly as your problem disapears into a black hole, and when you come to chase up the reference number its an 'invalid reference number'.

BUT apart from email/web side of things, there is the telephone support, and all I can say is its the complete opposite of the email side,
I have had no problems at all with telephone support, its always been quick, professional and they bend over backwards to sort out issues (sometimes over and above the original issue I called about.)

Im quite impressed with the telephone support from dell, re warranty side, getting things fixed, either engineers turning up or replacement parts being sent out.

closed

interesting post history.

Toxteth_OGrady

closed wrote: »

interesting post history.

LOL - next post due 2013 :rotfl:

texranger

i have been using Dell for many years and any problems i have had have been sorted within days.

my last Dell (dimension) lasted 10 years and i only got rid as it become too slow and over the years i had upgraded sound/graphics/memory. in the 10 years the only problem was the mouse become faulty (cable come away from the mouse) i was just willing to get a new mouse locally, but i was chatting with a dell rep about getting a second HDD from my computer when i mentioned the mouse aftewr he asked if everything was fine and he said no problem we will send an engineer out with a replacement mouse and i will reduce the HDD price by £10 which i accepted, next day the mouse arrive by courier and later that day an engineer turned up to fit the new drive even though i never requested this