Reading the separate petition about the same support rep that's linked from there[1], the corporate nonsense is worse even that what's described in the Facebook post.
[1] https://www.change.org/p/prawin-k-dell-com-dell-computers-fi...
A Dell Customer Service Dispute
11–20 of 87 posts
Re: A Dell Customer Service Dispute
#12Oh, I had massively confused expectations because of the title of "Dell's customer care is forcing a US customer to deal with a rude support exec".
Apparently "support exec" is euphemism I hadn't heard for support tech, and not an executive position. And "rude" is more of "completely unhelpful".
So yes, this sucks, but I thought something surprising was happening; it's not.
Re: A Dell Customer Service Dispute
#13Reading the separate petition about the same support rep that's linked from there[1], the corporate nonsense is worse even that what's described in the Facebook post. [1] https://www.change.org/p/prawin-k-dell-com-dell-computers-fi...
Seems like these are different situations under the same support rep. I feel bad for the rep honestly, they're probably not allowed to do any more and I wouldn't be surprised if they ended up taking the fall for this.
Re: A Dell Customer Service Dispute
#14Dell's customer service is terrible. I had my harddrive die. My laptop was still under warranty, so I decided call Dell to get it fixed. After about 4 hours, I was able to get someone to start working on my case (I was transferred between departments 5 times, and only got someone to deal with the issue after I insisted that the previous person stay on the line until I did).
We than spent the next hour diagnosing the fact that it was, in fact, a broken harddrive. Although I told them this from the start, I can understand them wanting to verify this, but the we had found what seemed to be enough evidence that it was a broken HDD within the first 10 minutes, then just ran around in circles (I assume looking for a scripted error code that never showed up for some reason).
Once we were done, they agreed to send me a replacement drive, and I asked if it would be possible to upgrade the drive and pay for the difference. They then spent about half an hour looking up what HDD options were available. Once I decided which one I wanted, I was informed that I would be paying for the full price of the drive (but they could still send it instead of the free, non upgraded, one I was entitled to by warranty). I declined and asked for the free one.
Once that was done, as we were finalizing the shipping details, I was informed that I would need to send back my broken drive, which I was not willing to do. Eventually I agreed to just pay for a new drive (in retrospect, I should have hung up and bought the drive from another source). They sent me a drive and told me I would be receiving a bill.
The bill never came. Two weeks later, I called them again and spent another two hours trying to pay; before being told that I cannot pay because I have not been billed yet because I had not yet failed to return my broken drive in time. About a month after that, I get a voicemail from them about my failure to return my drive.
I try to call back, but due to ( I presume) time zone differences I never managed to reach them during office hours, so I just got to voice mail where I had to leave a message asking them to call me back. Despite this, I still had to wait through about half an hour of holding to get a line to the voicemail. After going through this dance a few times, I just asked them to email me the bill, after which point I payed them the $70 for the hard drive.
Re: A Dell Customer Service Dispute
#15Dell's focus on selling cheaper laptops has resulted in treating the consumer as fungible; and that's the reason for their absolutely appalling customer service. You're starting to see this across industries where their products and services are commoditized. Quite surprisingly, when the service / product turns into a commodity (due to competition), so does the customer (due to budgetary constraints)
I understand why this school bought the laptops they did, but I have to point out: The support costs of the requested help for these laptops outweigh the actual laptops themselves value, and certainly Dell's profit in it. Cheap laptops include cheap support.
If the school had purchased business-line PCs which are more suited to large organization use, they'd likely A. have gotten much better laptops, and B. gotten drastically better, on-site next day repairs.
But that costs about five times what they paid. So while I acknowledge, this situation sucks for the school, I kinda feel like we need to point out that they got what they paid for.
Re: A Dell Customer Service Dispute
#16Not sure what happened to the original post, but it can be found here:
Re: A Dell Customer Service Dispute
#17Did someone change the link? This originally pointed to: https://www.facebook.com/Dell/posts/10206079690990070 , but it now points to the change.org petition referred to at the end of the aforementioned FB post.
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Re: A Dell Customer Service Dispute
#18Did someone change the link? This originally pointed to: https://www.facebook.com/Dell/posts/10206079690990070 , but it now points to the change.org petition referred to at the end of the aforementioned FB post.
Someone switched it then switched it back and changed the title. Mods on HN aren't doing a great job lately :(
Re: A Dell Customer Service Dispute
#19Dell's focus on selling cheaper laptops has resulted in treating the consumer as fungible; and that's the reason for their absolutely appalling customer service. You're starting to see this across industries where their products and services are commoditized. Quite surprisingly, when the service / product turns into a commodity (due to competition), so does the customer (due to budgetary constraints)
I understand why this school bought the laptops they did, but I have to point out: The support costs of the requested help for these laptops outweigh the actual laptops themselves value, and certainly Dell's profit in it. Cheap laptops include cheap support. If the school had purchased business-line PCs which are more suited to large organization use, they'd likely A. have gotten much better laptops, and B. gotten dr…
That would be fine if it wasn't for the fact that they got blamed for being the cause of the faulty equipment when in fact it had nothing to do with them!
Re: A Dell Customer Service Dispute
#20Did someone change the link? This originally pointed to: https://www.facebook.com/Dell/posts/10206079690990070 , but it now points to the change.org petition referred to at the end of the aforementioned FB post.
Someone switched it then switched it back and changed the title. Mods on HN aren't doing a great job lately :(
Didn't quite switch it back properly, it's the mobile link now.