Dell Customer Service: The rest of the story

A few weeks ago, I wrote about my customer service problems with Dell Computers. They had sent me a digital camera as a promotion with a new computer I bought, but the camera was not compatible with the computer it came with. They had not responded to three seperate e-mails I had sent complaining about this.

I e-mailed Dell a fourth time. I told them I was a professional writer, and that I was working on an article about their pathetic customer service and wanted to allow them the opportunity to comment.

This time, they responded.

In my e-mail, I included the service tag number they always ask for when I contact them with a technical issue. A "Dell Consumer Advocate" responded by apologizing for my problems, and telling me she would be happy to help me if I would just send her... ummm... the service tag number I had just sent her.

So I sent Dell a fifth e-mail, once again giving them this number. I then spoke on the phone with the "Consumer Advocate" who told me a tech support person would contact me shortly.

The next day, I got another phone call from a guy named Thomas. Thomas was very helpful. He explained to me that the camera was not working because I had installed the camera driver on my computer, which I was not supposed to do. Never mind that the instructions say, "Please note that you must install the option in order to download photos and take advantage of the camera features."

Stupid, stupid me! What was I thinking, following the instructions?

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Note added December 24, 2004: Out of all the postings on my blog, I have received far more comments on this post than on any other, and they all tend to say the same thing: Dell sucks. The more people who post messages like this, the better that point will be made.

In adition to the comments here, I am also receiving desperate e-mails from people asking me for legal advice, the phone number for their state's Attorney General, or other information on how I can fix their Dell-related problem.

Sadly, I can't. I'm just a scruffy freelance humor writer who went on an anti-Dell rant one day. I'm not a lawyer, or a consumer advocate, or a mad bomber who will go after Dell headquarters on your behalf.

So... please feel free to continue posting your gripes about Dell here. But please be aware that I cannot respond to either your comments or e-mails on this topic. I simply do not have time, and can't do anything to help you. (Please also keep in mind that if you ramble on with all the details of every single moment in your ongoing struggle with Dell, people get bored and stop reading. Brevity is a good thing, people. Long-winded rants are boring.)

Comments

[Lisa Benjamin]

UNBELIEVEABLE!! I have been digging up all the crappy info. that customers have been going through, and I, myself have also had an extremely bad experience with DELL. I will NEVER recomment a Dell, nor will I ever own another one. I also plan to send a letter to the better business bureau. My problems began the day I purchased the peice of #&($*#(!!

[cammy]

I am glad that I am not alone in my feelings regarding Dell. From the moment I purchased this computer I have ben highly dissatisfied with the customer service and at times the computer itself. For starters the price that I was quoted was not the price that I was charged. Second, Dell tried to charge me an additional eighty nine dollars for a printer that came with my system. A rep. had the gual to offer me a camera as an incentive to all the problems that were occuring. I told her where she could shove her camera. I only wish I had done my homework on Dell before purchasing a computer from them.

Rated # 1 in customer service, by who?

[Allen]

Has anybody gotten satisfaction from Dell on their issues? I am currently in the middle of one in which I feel they owe me a different monitor and $120. Maybe I should just take my lumps (smaller than some apparently,) and never look back? comments would be helpful.

[mark russo]

What Dell and Dell Financial Services need is a class action lawsuit. No business would operate the way they do unless it is INTENTIONAL. Hit Mr. Dell where it hurts...in the pocketbook and in his companies reputation in the marketplace.

[Rance V. Carli]

Hello,
I agree with you. The Dell Corporation is obviously ignoring customer service and the pattern does indicate that they know it.
I have been reading negative postings and all of them seem to parallel my own issues that I am having with a notebook purchased from them over a year ago. They have yet to take action to solve my problems and to respond to repeated demands for repairs or replacement.
I am in the process of compiling as many complaints as I can inside my own State of Connecticut to present to the Attorney General's Office to see if such a class action suit is possible.
Someone has to take this bull by the horns and if one person from each state would do as I plan to, I'd bet that Dell would sit up and take notice.

[jeanette]

It took dell 30 seconds to approve me for a $5,000 credit line. 5 minutes to take my order for the computer. 2 and 1/2 days to arrive. But it only worked for 1 and 1/2 days!!!!!! hasn't worked since. replacement part was bad! Tech and customer service are making me crazy. This is killing me! I should have done more research and went to this site.

[jeanette]

It took dell 30 seconds to approve me for a $5,000 credit line. 5 minutes to take my order for the computer. 2 and 1/2 days to arrive. But it only worked for 1 and 1/2 days!!!!!! hasn't worked since. replacement part was bad! Tech and customer service are making me crazy. This is killing me! I should have done more research and went to this site.

[Gary Potter]

For the past several days, Darby Conley (does the Get Fuzzy cartoon) has been railing on Dull computers and their lousy help desk tech support. Know your out of the country and might not have seen it.

http://www.comics.com/comics/getfuzzy/

[Jim]

Dell's customer service is laughable. The last few times I've had to deal with them I felt like I was on Candid Camera. Their service is SO bad it's as if the reps have been instructed to screw up. Why does Dell even bother to have a customer service department, regardless of how much they save by outsourcing it to India? Michael Dell must be one selfish, arrogant, greedy pr*ck.

[Aaron]

Well, Dell and DFS have royally screwed up my credit, by claiming I should have paid for a computer for months that I never received. I finally got my account all credited to a zero balance, but they now have reported to credit bureaus that I was 90-days late. I've never been 10 days late, much less 90. Now, I can't get a decent rate on a refinance. When I call DFS, they say, "there's nothing we can do". Well, we'll see about that. I'm all for this class action suit.

[Tom]

I bought & financed my Dell around Christmas-time; on 3/9/04 I called and asked for the PAY-OFF AMOUNT. I was given a figure, and I paid it (by the way, they won't take a credit card -- you have to pay by tele-check and they charge you a "transaction fee" for it). Here's the kicker: I start getting bills that the payoff amount was actually $4.46 higher than I was told. Any reputable company would've written it off, but Dell kept sending bills (each increased by $1) and after 105 days I got a call from the DFS Collections dept! I was told that if I didn't pay, they would post it as an unpaid debt on my credit (history) report. So please be forewarned, Dell will change the price, and strong-arm you to make you pay, and damn the customer and their reputation. I intend to make as much noise about this as possible, in hopes of embarrassing them -- suggestions are welcome!

[Kathy]

I would like to add my comment about Dell Customer Service. What a joke to even call it that!

I ordered my computer on July 26. Just like previous postings, they were quick to get me signed up for a credit account, and quick to get the computer here. I was so happy!

When I ordered the computer, by phone, I asked specifically about their recycling process for old units. I was told that the return labels would be included with my shipment. All I had to do was "box up my old computer, slap on the labels, call UPS and they'd come and pick it up". No charge to me.

The labels were not included and this is where Dell lost interest in me. I have contacted them over 7 times and still have not received the labels. Customer Support in India can't even understand what I want and is not "authorized" to help me. Customer Support online keeps promising to order the labels for me, which has happened twice. But then the company doesn't ship them!!!! The order just sits in limbo.

I join everyone posting so far in being thoroughly disgusted with Dell.

[keyhan]

I am wondering if there is a class-action suit in process againt DELL Financial. I would like to join.

1) For over 6 months DELL Financial has sent my bill to a different state & to an unknown individual. The company refuses to change the billing address. While I have called India 10-12 times to correct this error, I get absolutly nowhere.

Instead, the company has charged me with $400 late fees & ruining my credit. Still not sending me any bills.

2) The company has stated several times that they will reverse the late fees, but did not.

3) They break the privacy laws by sending customer information to unknown individuals.
Once pointing this out, the India customer service person refused to tell me who is getting my bill and personal information.

4) The funny part is, every time I call India, after 45 minutes, the guy takes my correct billing address (so he claims). However, when I ask him to read it back to me, he can't. I think he has been told to fake it. Thats why the billing address never gets changed.

This is like entering the twilight zone.

Class-action, sign me up

[Danielle]

Wow, I can't believe that Dell screwed so many of us over. I want to sue them also!!! I paid for technical support and I haven't gotten any in the 3 years that I owned this dell! They make you hold forever and then connect you to India. It took us 20 minutes to get through my service tag number, name, address, height, weight... lol it's ridiculous.... Then when i finally get frustrated I ask for a supervisor and NOBODY can ever put one on the phone with me. All they know how to do is "Apologize for the inconvenience" and make you stupid promises like "someone will call you tomorrow". I have Written Dell by email over 10 times and asked them REAL big... HAVE SOMEONE THAT SPEAKS ENGLISH FROM THE US contact me... and what do they do??? They have some lady from India call and do nothing excepts apologize for the inconvenience. My tech support agreement is up in Oct 2004. So how do we do a class action suit?!?!?

[JC]

I AM GLAD TO COMMENT ABOUT DELL MYSELF...I HAVE BEEN SO FRUSTRATED TALKING TO THESE PEOPLE FROM INDIA,WHO CAN,T UNDERSTAND YOU, I REPEAT MYSELF OVER AND OVER LIKE THEY DO NOT COMPREHEND: IT,S DRIVING ME CRAZY, WE HAVE BEEN WAITING FOR OUR REBATE SO WE MAY PAY OFF OUR COMPUTER, INSTEAD THEY BILLED ME AT A DIFFERENT ADDRESS FOR MONTHS THEN CHARGED ME LATE FEES EVERY MONTH AND KEEP CHANGING PAY OFF OF COMPUTER SOMEONE OUT THERE PLEASE HELP!!!!!!!!!!!ME JC

[alan]

I have been a long time customer of Dell (over 8 years). Two years ago I ordered a laptop and financed it through Dell Financial supposedly at no interest. You guessed it, the interest charges started immediately. Numerous emails produced no results. 4 months later they admitted that they had a 'computer' problem that incorrectly charged interest. Long story short, they never did refund the interest.
Silly me, I ordered a desk top in January. yesterday the computer refuses to boot up because it can't find the hard drive. Two and a half hours on hold and speaking to people that don't speak english yield no results. I give up and send in an email. I receive an email that some hard drive noise is normal. Unbelievable......
Dell is quickly losing the secret that made them successful.

[Kathy]

It's good to know that I am not alone with my issues with Dell Tech Support....or lack of. My system is 4 months old. Bought it through the Home and Office, but am using it in my business. Should that make a difference? Dell took my money either way! I paid extra for software and periphial support. Issue is with a Dazzle reader that I purchased with the system. Can't get the drive to be recognized. Have been bounced back and forth between hardware and software support. Spent numerouse hours on hold so far. Have repeated by service tag number so many times I have it memorized. 2 techs from hardware have gone to the extent of saying they will research my issue and call me right back. That was a week ago. Software support won't let you past the person who says "although she's not a tech person", pretends to listen to you but than(no matter what you say) quickly says it's not her department's problem and sends you back to the hardware que. Tried e-mailing my issue only to get an automated response that did not fit the problem in any way. I am so angry I could scream. Need to replace 5 more computers in my office. It is safe to bet they will not be Dell's!

[Ken]

I suddenly feel like I am not alone. In 2001 I bought a Dell laptop and financed it through DFS. My company agreed to pay the monthly payments because at the time they could not afford to outright purchase one for me. So from 2001-June 2004 my company generated checks every month. Usually on time but sometimes 4-7 days late DFS would get the payments. Then all of a sudden in June I am 3 days late and they start calling. I can't understand a word they are saying to me. I explained over and over that my company pays the bill and it should be there shortly. THis has gone on for months. I ask why they call me after 4 days when this has never been a problem for years. THey say they don't want me to get charged a late fee. THe last poor soul that called me got unloaded on by me on a bad day. My accounting department says they are 3 months AHEAD in payments. So, now for 4 days I have been calling and getting "customer care", to use that term loosely, asking for a payment history report. Each time I am informed that I have to call back to a different number, tommorrow. I am so pissed off I would like to send the frigging thing back to them. I fell much better now that I have vented.

[Diane]

I purchased a camera from Dell when I purchased my computer. I have made 5 telephone calls to Dell to see if I could get it fixed or replaced. I have yet reached a voice that could help me. I also sent two emails which were never responded to. And to believe that I have paid for this service. It is absolutely dreadful. I see that I will probably have to purchase another camera based on Dell's history of non responsiveness.

I will never purchase anything from them again. And if you choose to begin a lawsuit against them, please include me.

[Anne aBarr]

OH MY GOD!!! I am sooooo glad that I am not alone. DELL "S Customer service is the POSTER CHILD for BAAAAD Service. And I mean really really bad. I have been with them on the phone for long enough to learn their litte patterns, and I really do belive it is purposeful.(I suspect unless you will buy something immediately)
I will list to avoid getting too verbose.
1. Service sought: I wanted to exchange the graphics card I selected (300x) for the 800x (Which was the other choice when I was configuring my system online).
2. Rep # 1 1st call to see if I can do this, maybe before production is complete? Rep VERY difficult to understand and very impatient. Apparently Dell customers also like to be asked how the weather is...a lot, ( a calming effect?). she says that I would have to cancel order to do what I want.
3. Rep# 2 Knowing that service can vary between reps I call again. This guy was Very plesant and easy to understand, but puts me on hold(2) and then says that I need to go to another area, will send to person who can help. Transfered.
4. Rep# 3 Wins "Convinceablity" award. Sam, good frendly name excellent english. Gives Bogus rep ID #, bogus case manager extension. Says exhange is no problem. Give's me #.s to call and OOOOOO point of sale purchasing for the upgrade, Just call asap when the PC arrives, using case # and talk to rep for exchange instruction. I am feeling like I'm finally getting something done. I LIKE SAM.
5. Rep # 4 Finally after obligate hold and that same dammed music. Get gal who sounds as unintelligable as rep # 1. I immediately hang up and recast for better catch.(Sam did say anyone could help)
6. Rep 5# this gal seems OK at first, and as many of them she is working hard to sound 'non foreign'(Sam had NO accent but would not give me his last name, but he did give his Rep ID #...Quite clever) rep 5's Holds = 5, varying durations. uses my Case # but still has to ask All the questions. Exactly WHAT was in my case file???(I know "caution: non buyer: wants help") She is creative too(probably talking to Sam at ajoining telemarket station) Gives me a 45.00 credit to my account and says to call sales and use the credit ref# I get for the credit when I make my purchase. Also she will let me keep the 300x graphics card..WOW. thats service.!!! She obviously likes Sam Case# thing so she gives me one too, an new one, along with the name number and ext. for her 'case manager' as well a her "rep id #"
(Apparently they go tired of the exchange senario)
7. SAlES REP# 6 Gets my case # and says that I am in the wrong sales area(case# reads 'Caution: Annoying customer Insisting on service. If you are new, send to professonals at #'s----- to avoid tea time interruption.')

I am out of space but Case manager 2(After infoming her of excessive holds, tries to put me on HOLD!!) and reps 7&8 were the professionals. If anyone wants to hear the rest let me know, but, I know you feel my pain......So who do I go to now is the question......
Thanks,

Anne

dd

[Cody]

I've been in Dell Hell for nearly two months now. I was looking at computers online, and called with some questions. The rep (in India) told me that I would get free shipping for ordering from her. In addittion, she said I would be able to get 90 days no interest, no payments. Well, I didn't get either. I called the toll free service number and they did credit back the $110.00 shipping (kind of high, since I live only 75 miles from their warehouse.) A few days later, I got a call from a Dell Financial Services collector (in India again) telling me my account was 30 days past due, and asking for a payment. I told the rep I had 90 days no interest, no payments. The rep said I had not qualified for this. I WAS NEVER TOLD THAT!! I've never gotten a statement from them, but did get a letter from the Austin Texas office asking for a payment. Disgusted, I sent payment in full to the only address I had, which was DFS in Austin, where the letter came from. They still have not credited my account. I've been emailing back and forth for three weeks now, getting "cut and paste" replies from India. Each one apologizing, but doing nothing. Each one telling me I sent my payment to the wrong address. Each one reminding me that interest is accruing on my account. Each one reminding me that I did not qualify for the special financing plan. (I've got top credit, with no late payments or collections ever.) Each one telling me to check out their "new and improved" website. This is getting really frustrating. I've seen postings on other websites (complaints.com, planetfeedback.com & squeekywheel.com) from people who've had the same thing happen. Promises from their reps, especially about the 90 day no payments or interest financing, and then they find they are being charged interest, late payment charges, etc. All the while, Dell isn't sending statements. What a ripoff, bait and switch scam. Count me in for a class action suit.

BTW, I got the Dell corporate switchboard number, called, and a nice lady put me into the "executive response" voice mail box. I left a message, but they haven't called back yet. I'll take a "wait and see" stance on that.

Sheesh!

[Sally]

I also am having Dell problems, with an Inspiron 9100.
So can anyone tell me aside from getting a laywer how to reach someone at Dell who can get something done?
I at this point don't think I want to keep this computer.
Dell technical support will not give me any telephone numbers I've requested nor will they answer my direct questions.
Any suggestions before I start looking for a laywer?

[nino]

ya'll really strange, you know how many systems Dell sells a day, compare that with how many people that unhappy with their system its almost nothing... but again we are human and we have to bitch all the time, sometimes about Dell other time about gateway.. I'm sure you have some type of business and some of your customers think you suck

[Michael Balbirer]

EVERY CUSTOMER LEFT BEHIND

Worst customer service EVER! Every call means explaining everything from the beginning to each Customer Care rep, because their records seem incomplete.

They shipped me a refurbished Axim that died after 3 hours. My first Customer Care rep said it would be replaced the next day, and I should have it 2 days after that.

When it didn't show up and I called, Customer Care rep #2 told me that I shouldn't have been promised a specific shipping date because it's against company policy to do so. She gave me another tentative shipping date.

When it didn't show up again, Customer Care Rep #3 told me it 'should go out within a week'. I cancelled the order, got a return authorization number, and sent the Axim back.

30 days went by after they received it back, and my credit wasn't issued. I was told they have 30 days to start issuing the credit, then it takes 10-15 days after that to actually receive it.

In the meantime, they shipped the replacement for the order that I CANCELLED 5 weeks earlier. This part was returned the next day. But, that seemed to start the credit process all over. When I called to complain about that, a case specialist told me that the credit would be expedited, and should be received within 3-5 days.

When that didn't happen (what a surprise), I contacted Dell again and was told that no credit was issued because I had receieved a replacement part. They had no record that the replacement part had already been returned. So, the credit process started over again.

When I told them it was wrong to make me wait longer because of their mistakes, they said there was nothing they could do except go thru the process. Obviously Customer Care is not given the tools to cut thru the b@llsh*t and get something that should be simple fixed.

At least 4 people have told me they would "expedite" this, and now it's going to take yet another 20 days.

World Class customer service? I don't know what world they live in.

[Katie]

LAUGHABLE CUSTOMER SERVICE!!!

Suffice to say, I agree with all the above...I have been losing hair (wish I were joking) over a PC I ordered through Dell 6 weeks ago, and for which I am still waiting.....I have been promised EIGHT call backs, surprise, surprise no-one has called me back. I even got through to their holy cow of a 'manager' - aren't i the lucky one, and he even promised he would look into it, call me back and arrange special delivery given my hassle....I'm still waiting.

And no-one in that India call centre can give you a UK contact, but I made up sufficient e-mail addresses to actually get through to a real-life customer relations rep in Ireland who speaks English (after 6 weeks)

DELL is easily the WORST consumer experience I have been through. Heed my warning and go to a store where you can purchase a decent PC there and then and take it home. Dell cut costs at OUR expense.

PS. I wish I'd done my research beforehand showing DELL up for the crappy company it really is!!!!