Total Vanity Thread: Am I the only person getting real bad service from Dell Computers?

N/A ^ | 07/01/2005 | ME

[Checkers]

Am I the only person getting real bad service from Dell Computers?

[Checkers]

If I am, I'll shut up. Long periods of time on hold. Uncaring employees. Chat sessions that go nowhere. E-mails not returned. I need a beer.

[anonymous_user]

Happy Friday-before-a-holiday-weekend customer service.

Wonder what holiday they're celebrating in India though?

[Checkers]

I gotta tell ya.

The "american" employees aren't any better at this company.

[Checkers]

My theory on the booming economy:

BAD CUSTOMER SERVICE ALWAYS MEANS A GOOD ECONOMY!

Think about it.

[Alberta's Child]

I had a real problem with them about a year and a half ago, but after I wrote a letter to a high-ranking executive there they did a great job helping to address my problem.

Is this a tech support issue, replacement under warranty, or what?

[Checkers]

They didn't include a piece of software.
No big deal.

But trying to get the problem resolved...sheesh...what a quagmire.

[pipecorp]

DUDE, You're getting a dell! Ha

[VeniVidiVici]

Their website is absolutely horrendous in trying to figure out who/what to call.

I finally hooked-up with a female who provided email support to corporations with huge Dell contracts.

Exchanged email with her twice and never heard from her again.

I wonder time and again why we buy Dells. We can build 'em cheaper and maintain them for a lot less internally.

[Alberta's Child]

My problem was extremely complicated (it involved warranty replacement outside the country), which is why it took them forever to get it resolved. But when I got in touch with the right person he did a fantastic job in getting everything squared away, and I had the new hardware within 24 hours.

I've found that a well-written letter to the right person -- written in a respectful tone -- will usually go a long way towards getting things done right.

[b4its2late]

Well, it might be a bit hard to get a hold of them and explaining what you need. But if you are persistent, you'll get through it. They do keep a good log of your calls and emails.

Our child has a laptop at college. After getting that point across, and how it was imperative that the computer function, Dell sent a new one, actually, an upgraded one. So, we feel that overall they ended up giving good service. It's just a bit difficult getting through the first layer if you know what I mean......

[Alberta's Child]

I had the exact same experience (difficulty at first), but by the time it was all over I swore I'd always be a Dell customer.

[Army Air Corps]

I haven't had any problems. They do, however, need to learn how to use the volume control on their headsets. Before I activated automated bill payment, I called-in my payments. A couple of times their volume was so low that I could barely hear them speak.

[davetex]

My dad recently bought a Dell desktop that had a faulty cd burner. Dell promptly sent him a new machine. He's happy.

[Feiny]

I have made 3 or 4 calls to their service dept. and received fantastic service on all calls. Once, I had to re-format my entire system & they called back several times to make sure everything was going smoothly.

[Always Right]

Am I the only person getting real bad service from Dell Computers?

No, just real bad computers. But for a cheap price.

[HairOfTheDog]

Well, I can only report excellent service from Dell, when I had video trouble under warranty, they first send me a new monitor (bigger than the one I had before) and when that didn't fix it, they sent a tech to my house to replace the video card.... the next day.

[ThePythonicCow]

No - you're not the only one. Their rating for customer service on ResellerRatings.com had been creeping up from the cellar for a few months, but has headed back down again. There are many good companies with ratings of 9 or better here - a rating of 1 or 2 or 3 kinda sucks.

The following table is for Dell's customer service ratings on ResellerRatings.com. It shows that its ratings were below 1, got up above 3 in March, and are now below 1 again as of May (the last month with more than 10 reviews shown). The first 2 reviews available for June total a big fat zero.

Overall customer service

n/a 

6/2005 

5/2005 

4/2005 

3/2005 

2/2005 

1/2005 

month

reviews

rating

	7	July	0	n/a
	6	June	2	0.00
	5	May	11	0.91
	4	April	16	2.34
	3	March	12	3.13
	2	February	12	2.29
	1	January	13	0.19

[thoughtomator]

Dude! You're getting a runaround!

[Checkers]

Dude! I'm in hell.

[Spktyr]

Dude, you're getting transferred to India!