Dell customer service

[barbaralarry]

OhMy! I have NEVER had such an experience!

I missed the mailman this week, then the post office closed early, then holiday and now my payment is due by tomorrow with no time to get it there but FedEx. All I called for was to get an address where FedEx would be able to deliver the payment, as the normal address was a P O Box.

I got a girl name Donna on the phone who I could not understand for the life of me!!!! She had to give letters out singly and pronounce them with a word I could not understand either. I thought she said B as in Bubble, but about the 15th time over it I found out it was P, I now have no idea what the word was she was trying to associate with P. Finally, after many exhausting tries for a very long time (and I was very patient with her) I asked her to let me speak with someone else. I said "No offense, but I just cant understand you, and this payment is vital it gets to you tomorrow I need to have the adress precisely correct"..she refused. She said she would spend all day sounding out the letters with me if thats what I needed. I could not get anyone else. Period.

After thinking it through, I called back and asked to speak with a supervisor. The man who answered said he needed my account number first. What then? He said then he will try to resolve the issue himself. I said no, I need to speak with a supervisor. We went round and round for several minutes, maybe as many as 10, definitely over 5. I finally gave him the account number and then he wanted to know what I needed. !!!!!!!!!!!!!!!! I said, no, I want to speak with a supervisor about it.

FINALLY after waiting in silence (I think he hoped I had hung up) he said he was getting one, it was on the way.

This guy sounds exactly like the first guy, and I tell him so. He said its because my call was routed to India. They all sound the same. I then went on to tell him about my inability to understand Donna and how she refused to get me someone else that I could understand. He just sat there not speaking.

I was SO nice to them.

I finally had it, and told him I was obviously getting nowhere with him too, so thanks very much and hung up/

Is there someone else I can call or write to so Dell knows about this? I certainly cant be the only one.

[crazytimes]

The fact that they route calls to India BURNS me. It's the same with Compaq.

[Sherbear16]

Originally Posted by crazytimes

The fact that they route calls to India BURNS me. It's the same with Compaq.

It is the same with Hewlett Packard too...(my father works for them)...

[Rockabillie]

Well, last week President Bush said it's good they send jobs to India now. I didn't understand why, but that's what he said.

I tend to think we need to keep those jobs in the US (1) to emply US citizens, (2) to serve US customers. I think if enough customers complained they'd have to return the jobs to the US.

[ilgoldstein]

Recently purchased a Dell laptop. It arrived early, but the plug on the power supply/charger was broken. Called them in the middle of the night, they sent a new one out. It was here in a couple of days. I was not happy getting a new computer with a busted power supply, but I was happy with the quick response. The computer works well. I had bought a Compaq laptop that was nothing but trouble. Actually, the first Compaq was bad out of the box and I had to return it and reorder.

[scratch33]

Originally Posted by barbaralarry

OhMy! I have NEVER had such an experience!

I missed the mailman this week, then the post office closed early, then holiday and now my payment is due by tomorrow with no time to get it there but FedEx. All I called for was to get an address where FedEx would be able to deliver the payment, as the normal address was a P O Box.

I got a girl name Donna on the phone who I could not understand for the life of me!!!! She had to give letters out singly and pronounce them with a word I could not understand either. I thought she said B as in Bubble, but about the 15th time over it I found out it was P, I now have no idea what the word was she was trying to associate with P. Finally, after many exhausting tries for a very long time (and I was very patient with her) I asked her to let me speak with someone else. I said "No offense, but I just cant understand you, and this payment is vital it gets to you tomorrow I need to have the adress precisely correct"..she refused. She said she would spend all day sounding out the letters with me if thats what I needed. I could not get anyone else. Period.

After thinking it through, I called back and asked to speak with a supervisor. The man who answered said he needed my account number first. What then? He said then he will try to resolve the issue himself. I said no, I need to speak with a supervisor. We went round and round for several minutes, maybe as many as 10, definitely over 5. I finally gave him the account number and then he wanted to know what I needed. !!!!!!!!!!!!!!!! I said, no, I want to speak with a supervisor about it.

FINALLY after waiting in silence (I think he hoped I had hung up) he said he was getting one, it was on the way.

This guy sounds exactly like the first guy, and I tell him so. He said its because my call was routed to India. They all sound the same. I then went on to tell him about my inability to understand Donna and how she refused to get me someone else that I could understand. He just sat there not speaking.

I was SO nice to them.

I finally had it, and told him I was obviously getting nowhere with him too, so thanks very much and hung up/

Is there someone else I can call or write to so Dell knows about this? I certainly cant be the only one.

This is kind of funny!

I'm sorry, it must have been very frustrating.

It reminds me of the call I made them in November. The guy didn't know what to say so he said nothing

The silent treatment did not work on me. I ended up getting what I wanted -- a free printer and digital camera for my dd's new Dell!

But I do think they are following the rules by not getting you a supervisor. They are also told to try not to let you send back your Dell! So if you threaten that you might, they might give you what you want

[Laurie56672]

I've dealt with dozens of companies that route their calls to India and it is very frustrating, especially when they have no idea what you are talking about. One point about Dell that I'd like to make is the fact that you can't make your payment online. I pay all of my bills online and the only one I can't is for a computer!!!!