Lets see if they do something... i swear its hard to find customer service this bad...
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Horrible Customer Service in 3 steps.
1- On early June I decided to order a Dell Axim from you. A week later you guys roll out the new Axims with Windows Mobile 2003 OS. I then learn that you were offering the upgrade and for free, rightfully so. I mean dont get me wrong, its free yes, but for the love of god a full month to get it?
2- Ok so I decided to wait(instead of being a horrible person and returning the Axim to get a new one), while waiting I decided to get some more Stylus for my Axim. I check on the order status for the upgrade so i could include them and the order was cancelled. Ok so I call, and I am told that because someone IN YOUR COMPANY forgot to fill out a form now >I< have to wait almost 2 more weeks for the upgrade. Not only that, you couldnt even include the stylus when you send the upgrade so I ended up paying $18 for stylus pack $9 + $9 shipping... Its great to pay for someone else's mistakes I guess. Specially as a customer... NOT!
3- When I got the Axim I bought the Dell Truemobile card, it worked well within 5 feet of my wireless router, so I had a wireless network 10 feet wide... from the 11th feet forward it worked great as a doorstopper. Since I wasnt thrilled about getting a $60 doorstopper I got an RMA and sent it back. That was 2 weeks ago. So far I have got no confirmation from anyone about the status of this RMA and it has not shown on my credit card's website.
I would really love for someone in your company to take a stand and do something about this situation. Sincerely, after I get my upgrade and stylus, I hope I never need to contact this company again. That is not counting the 51 minutes I was on the line last time I called.
IF i get a response... and I better get one cause Chase is about to be informed and i might end up sending most stuff back... i am really ticked off by all this...
Some basic tips for addressing customer service issues.
1) Keep your communications professional. Phrases such as "for the love of god", "...NOT!", "I hope to never need to contact this company again" are not very effective.
Ever notice you get treated better in a store when you are wearing a suit vs. when you are in grubby clothes? Same thing works for written communications. Professsionalism begets professionalism.
Also, if you indeed "Hope never to need to contact this company again", why should they take any steps to make you happy?
2) Instead of "I would really love for someone in your company to take a stand and do something about this situation.", clearly spell out *exactly* what you want Dell to do to address your concerns.
3) When spelling out what you would like Dell to do, also give them a specific timeframe in which to address your concerns.
4) Send a copy to Dell's corporate headquarters, and clearly show on your complaint that it has been CC'd to HQ. This lets the lower down folks know that someone up the ladder also knows about the situation, and it will be less likely to be discarded.
Thanks for the tips, but in the past i have had VERY FEW positive responses from calmed-professional calls-emails-letters... much less when sent to higher herarchy in a company.
They do respond when my credit card company removes the charges from my card and files a credit complaint against them though.
I am just trying not to go through all that, i just want to be treated fairly like it should have happened from the beggining.
I dont get it, companies are going backwards now... The less people spend(with the economy the way it is) the worst customer service gets. I guess they should stop using customer service budget for idiotic advertising(the last couple of Dell ads have to be the worst ads I have seen in a long time(I work in the industry)) and take care of the real customers that spend money on them.
Shouldnt it be "The lower amount of customers you have the more you should appreciate them"?
Your problems with Dell Customer Service sound all too familiar. I purchased an Axim in February and found that their order processing and customer service for the Axims themselves is just horrible. Despite an email telling me I would receive an order confirmation within a day, I had to contact Dell after several days to see if my order had actuallly been received. The first two people I talked to couldn't find it and when they did, they insisted the address I was giving them didn't match their records. When I asked what address they had, they said, "Now that would defeat the purpose of verification, wouldn't it?" They finally told me they had an Anchorage, Alaska address (I don't live in Anchorage or anywhere near there). I finally did convince them not to send my Axim to Anchorage. When I inquired as to why I had been told that my order didn't exist, the representative told me that she couldn't be responsible for what someone else at Dell had told me. Huh? Do they not work for the same company? That was only the beginning--I could go on, but I'm sure there isn't enough room in this column. I did finally receive the Axim after guessing the email address of one of the top executives and writing to him directly. I was floored when I received a response from him and things moved very quickly after that. His secretary even called to make sure I'd received my order, which was impressive but it's too bad I had to go to such lengths to get good service for a small order. Most people aren't as persistant as I am and they shouldn't have to be!
I would like to add, though, that I did later order a Dell TrueMobile Wireless card and everything went smoothly. You say your wireless card only works within 5 feet of the router, but I've been very pleased with the range on mine. I use a Linksys wireless access point installed in an upstairs room and find I can access the internet from many rooms in the house and even outside on my patio (it's a small house, but the range is much wider than what you describe).
All in all, I'd say you might be OK if you order accessories such as wireless cards. But if you order an Axim or a popular Dell product--look out! Their service department needs more training and organization. "Customer Care" should not mean customer hell.
i agree, approaching crappy customer service with a "professional" mindset is not always the best approach......................customer service guys are usually not the "cream of the crop" if they were, they wouldn't be stuck doing customer service.....................with that said, a lot of them aren't very "professional" in their day to day tasks, they are more interested in getting you off the phone, or pawning you off to someone else.....................best approach is to make them accountable, get the name of the rep you spoke to, get their extension, so if they hang up or pull one of those "transfer" jobs to a non working extension (which has happened to me at times) you can call them back, if they pull crap like that call back and speak to a supervisor, tell them so and so rep did this and that................................in any case give the impression that you are not going to take crap, but don't be irrational, for example document your contacts with support, dates, times, rep names, etc.....................so when you speak to a new rep you recount your contact trail, give them a sense that you're documenting everything and that you are documenting the current conversation, to the rep, this sets off alarm bells in their head, they tend to treat you with more respect right off the bat, since the assumption is that they "personally" are accountable since you have their contact info........................in any case, be firm, be aggressive, and if u're getting nowhere, ask for the supervisor, and if still nothing, emails to corporate hq don't hurt.................
i've had the run around from dell support on many occassions, between that and the shoddy english language speaking skills of many of them, i somewhat got what i wanted in terms of getting new replacement axims instead of refurbs..................
of course once in a while you'll get a diamond in the rough, a rep who actually is smart and realizes that looking out for your interests, doesn't mean they're screwing dell, but helping dell............................in the long run
Originally posted by snathanb Some basic tips for addressing customer service issues.
1) Keep your communications professional. Phrases such as "for the love of god", "...NOT!", "I hope to never need to contact this company again" are not very effective.
Ever notice you get treated better in a store when you are wearing a suit vs. when you are in grubby clothes? Same thing works for written communications. Professsionalism begets professionalism.
Also, if you indeed "Hope never to need to contact this company again", why should they take any steps to make you happy?
2) Instead of "I would really love for someone in your company to take a stand and do something about this situation.", clearly spell out *exactly* what you want Dell to do to address your concerns.
3) When spelling out what you would like Dell to do, also give them a specific timeframe in which to address your concerns.
4) Send a copy to Dell's corporate headquarters, and clearly show on your complaint that it has been CC'd to HQ. This lets the lower down folks know that someone up the ladder also knows about the situation, and it will be less likely to be discarded.
I have to agree with Nathan 100% on this.
Speaking from personal and professional experience he's right and I have seen it confirmed with my own eyes time and time again.
For example, a member from another forum I frequent had to complaint regarding a bed he was sold. I basically PM'd him what Nathan listed above and guess what happened?
He was given a sincere apology, a BRAND NEW higher than his model bed was delivered to his house free of charge, and his old bed was hauled away free of charge.
Here are my suggestions for an EFFECTIVE complaint letter:
Stay professional.
List the facts, I hope you kept records of what happened on what date ... who you called, when you called, what was said, what was promised, etc.
List what the problem(s) are and how you propose they be fixed and what compensation you feel you are entitled to.
Type it on a letter and sign it, DO NOT send email and it's preferred to mail but fax is also ok (if it's time critical). Mail it at your local USPS office via certified mail should cost around $3.90 you get a returned signed receipt confirming that they received it. Mail the letter to the CORPORATE HEADQUARTERS addressed to the attn of the Exec Vice President of the divison for which handles your complaint regarding the product and/or service.
The icing on the cake is at the bottom of the letter indicate that you are sending a carbon copy (cc:) to
Your local state attorney general's office
The state attorney general's office of where the company is located
Your local BBB chapter
etc.
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Originally posted by MentalV I just got an email from Dell Customer Service stating that the message was forwarded to management. Let's see what comes out of this...
Sounds promising so far that they have acknowledged your letter.
Best of luck :)
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