Dell service my experience

Dyeah · 02-15-03, 01:14 PM

Good afternoon everyone. I am a soon-to-be owner of an 400 Axim. :)
After doing some research after my purchase I decided it might be better to purchase my axim through the preferred card deal to get a few more bucks off. Well the guy I called transferred me to the financial services (at this point I am all happy and calm). I immediately learn the menu system Dell has is atrocious. The only path that I could take for my interests led me in a full circle back to where I started. Well, the next step is to contact an actual person. After getting lied to a couple times and diconnected I finally get a hold of a 4th customer service rep. This is two and a half hours later and my patience has dissapeared completely. Now I know that the guy has nothing to do with my problem so I really want to talk to his manager but the manager isnt their. I explained my situation and the rep said I couldnt even use the card now unless i redid my entire order!
I tell the rep that I am quite ticked at this point. In the end as a appeasement the rep was able to order me from free secure memory for my troubles which I though was professional and fair for for my troubles(consider I was looking for a deal in the first place). So in the end I have mixed feelings. I think Dell needs to do some serious customer service work but in their defense, they are aware of this and are reasonable about handling the problems.

Thanks for the website it is a great way to get good info.

Cheers

Dyeah · 02-15-03, 01:34 PM

Sorry didnt see the Tell Dell section. This really should belong in there. Could the forum administer place it there instead please?

Akira · 02-21-03, 07:26 PM

Dyeah,

I was also offered a discount when I applied to the Dell Preferred Account Card. I've just received my first billing but there is no listed discount for signing up. How much was this discount??

markusve · 02-21-03, 08:29 PM

I am glad to see that I am not the only one who had a por experiance ordering my Axim.
I happen to be a VP of Sales myself along with having the authority to introduce new produtsz to the sales force.
So I embarked on looking at the axim as an aternative to carrying around a Dell Laptop especialy in the wake of al the airport security since 911.
Unfortunatley as a company you need to go through your assigned Dell Rep. After 3 days and no returned cals or e-mails I was on a quet to get it done.
I was put on hold, disconnected and had a long very exhausting process to find I could order unless I talked with my rep.
So I used my Hoovers account and some info at networksolutions who's who and made my way to the VP of sales of America's voice mail.
That was late Friday. Monday morning I recievd a cal from, yes, Michael Dell's assitant.
They corrected the issue by giving me an Axim on the house, although the 300 with 32 meg rather the 400 with 64 meg that I was trying to order, but hey they tried.
Since then I have run into the same brick walls and have come to the conclusion that if I was the cheif purxhaser at a fortune 500 I would go to the compition just so I wouldn't have to deal with the exhuastion to place an order.
With all siad their hardware service is great and actualy one of their reps turned me on to this site.
Hey' .ichael when you want to straighten out your sale structure give me a ring.