DELL's Customer Service is extremely bad!

TR8WND · 02-18-03, 02:41 AM

Basing on my home computer, 8200, Dell has an excellent product line (eventhough I have not receive my Axim 400MHz unit to give them full credit). Anyhow, here's my story.

I ordered my unit on the Feb. 13th, which was the last day of free shipping on Axim units. When I finalized the online transaction, it showed that a shipping charge of $16 had incurred.

To cut the story short, I must of called Dell's 1-800 number 12-15 times since then; been transfered via different extensions over 20 times; waited and put on hold for over 2 hours (accumlated); and the worst: got hung up twice.

In the end, I was just about to give up any hope. But I thought that since I have tried so darn hard, now I must get my $16 back. So on my last call to Customer Service, I was luck enough to get connected with one of the manager. At first she seemed as useless as the rest, but after talking to her a bit, things got better. I've suggestioned to her that perhaps of receiving a credit, I could take an accessory item instead. She agreed. So I got the leather carrying case at a 45% discount (my $16's worth).

But really, I feel so discourage from the bad servicing Dell provides, I almost wanted to cancel my order. And still in the back of my mind, "what if I experience technical difficulty, will I be treated the same way again?"

So Dell, if you are listening, SHAPE UP.

tdbunker · 02-18-03, 08:24 AM

I agree with this assessment of Dell's customer service at the present time. We have used Dell's at out company for many years and the service was excellant. If we had a problem, a service technician would walk us thru a number of tests and if, for example, a hard drive was defective, we would be told that a replacement would be sent overnight and a service technician would arrive at 10 AM to install it.

Often wondered if Dell could offer good customer service for the general public. Looks like the answer is NOT YET!

I had a minor problem with my Axim and spent about 40 minutes on the phone for a problem an experienced representative could have solved in a couple minutes. By experienced, I mean someone who has looked and tried using an Axim and is familiar with the accessories offered.

pfx · 02-18-03, 11:32 AM

Outsourcing service and support is the trade off for the great price on our Axim. You are probably not even talking to a Dell employee, and if you are they are more than likely not in the United States. This is a trend that all companies are following to cut cost and stay competive. I read an article that said that fewer than 3% of Dell customers ever call into support, so most customers are not affected.

Was Dell's customer service better a couple years ago? Sure it was. Were their products more expensive? Absolutely.

tdbunker · 02-18-03, 11:43 AM

I agree that Dell cannot provide great support for a $200 item but they could at least have someone a little familiar with the product they are supporting. In my case the girl had me wait several times while she consulted with someone. I would have been better off with 'Stephen' if he was not too stoned. The girl did not realize that Dell had stylus replacements available. I had called for missing stylus and she initially was going to send me a replacement Axim.

I am not a great fan of any technical support even at work. Rarely do you get someone who really knows the product and can solve the problem. I usually just keep plugging alone until I fix the problem. This often consumes less time than talking to an uninformed support person (who may actually be in India).

shootist16 · 02-19-03, 03:09 PM

I just filed a complaint with the BBB about my problem with Dell. It wasn't a huge problem ($10), but I still think these things should be documented.

Jake · 02-19-03, 05:52 PM

I'm getting more active in making my unhappiness known to a company.

Quick story: Before I bought my Axim on Saturday, I was prepared to get a Toshiba e740, primarily for the built in Wi-Fi. I called their order number, not even knowing if they were open on a Saturday. If they were, great. If not, no problem.

The message I was greeted with said that their order line was closed as they were only open until 6pm Eastern. However, it was only 5:30pm.

Call me nit-picky ("Nit-Picky!!"), but that always irks me. If you say you're open during a certain time period, be open. If there's a change in plans, change the message on the phone.

I kid-you-not, that was enough to turn me off of their product. Here I was excited to buy and they weren't ready when they said they'd be.

To make a long story short, some other research I did showed the Dell and the add-on wireless CF (along with some other stuff) would be the same price as what I had been planning to get with the Toshiba. Their order line was open and they made the sale.

I sent Toshiba an e-mail on Monday explaining why they lost a sale and explaining that sometimes it's the little things that count the most to customers.

jeepfaned · 02-19-03, 06:01 PM

hey guys..quick note on my order,,im checking the online status each day...and hour..at work,yesturday and monday i saw updates thru the day,but as of today (wed) it shows nothing since tues 2-18 night. the "order processing" is checked...the "pre production" is checked,then at the #3 where it shows "in production" it has yesturdays date,,,no updates as of 5pm wed....what gives?? any info on this,is this the "long wait" part of the process....or am i setting up to get screwed and "oops..we lost your order"
ezed

rcase13 · 02-19-03, 06:47 PM

OK I think I partially understand Dell's method of misleading the customer! ;)

My order says Shipped. This is not actually true though. What they consider shipped actually means that it is leaving their manufacturing building and heading towards their distribution center. This step they say may take up to 3 days.

Shipped to me means it's on a UPS trunk heading for my home!

Rodney
Another impatient pre-Axim owner!

jay930 · 02-19-03, 08:09 PM

Check your cc statments....I order an axim on friday 14th and I reccive a phone call on tuesday for me to give dell my info again because they was having a problem with my order, well come to find out that dell put my order on someone else's credit card.....how could this happen...so now I had to order my axim all over again