A Dell Customer Service Dispute
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A Dell Customer Service Dispute
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Re: A Dell Customer Service Dispute
#2I'm very sympathetic to the plight of this school, however I'm also very concerned as to the emerging trend of 'customer service only to those who have the ability to make a PR issue of it'.
My advice: Just buy a $5 usb wifi for each of these computers.
Re: A Dell Customer Service Dispute
#3Dell'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)
Re: A Dell Customer Service Dispute
#4Wait. 38 computers have the same problem, and Dell is saying it's customer induced?
Re: A Dell Customer Service Dispute
#5This is absolutely horrendous. Dell is continuously denying the customer from escalating their case. Probably because this customer isn't a VIP partner like a BestBuy executive. Anecdotally, customer support escalations for individuals such as those can go all the way up to the CEO. There's definitely someone higher that could handle the case. But this level of strict-adherence-to-policy without escalating internally is an awful sight to see:
They are highest level of escalation team at Dell and we cannot supersede their decision.
As per our records, we see that the Escalation team is handling this case and they are the highest point of contact.
ARG and the executive escalation team that you are mentioning are the same and they are the highest level of contact at Dell.
As this case has been escalated to the highest authority, we will have limited options to work on it.
Re: A Dell Customer Service Dispute
#6Facebook comment thread is cute.
Memorializing their intial response before their social media team is paged and freaks out...
We apologize for the inconvenience caused to you. We will take this as a feedback and we will forward it to the relevant team. As per our records, we see that the Escalation team is handling this case and they are the highest point of contact. Please continue to work with them to avoid any confusion. Our team defers to the Escalation team.
-Senthil
As this case has been escalated to the highest authority, we will have limited options to work on it. Apologize as I cannot comment on this but I would still recommend you to contact them as they are the only team who can help you to resolve the issues on your system. -Krishna
Re: A Dell Customer Service Dispute
#7Wait. 38 computers have the same problem, and Dell is saying it's customer induced?
I think that the problem outlined in the Facebook post (laptop display does not work, Dell and customer disagree about whether customer damaged the unit) is unrelated to the problem mentioned at the very end of the Facebook post (change.org petition about a Canadian school which bought a lot of Dell devices, each of which had a problem, and was told to file 1 work order per device in order to get the units serviced).
I think the only connection between the two cases is that the escalated customer service complaint was handled by the same Dell employee working in their escalations department.
This confused me too -- after I read the story in the Facebook post I followed the link at the end and struggled to understand how the two were related. I think this customer is saying in their Facebook post that they think they are not the only customer who has had an unpleasant interaction with this CS agent.
Re: A Dell Customer Service Dispute
#8I'm very sympathetic to the plight of this school, however I'm also very concerned as to the emerging trend of 'customer service only to those who have the ability to make a PR issue of it'. My advice: Just buy a $5 usb wifi for each of these computers.
> I'm also very concerned as to the emerging trend of 'customer service only to those who have the ability to make a PR issue of it'.
Established companies are looking at these "new-fangled startups" and how the newer companies don't have expenses for cost centers like "inbound call queues" and "customer service" and managers at the older ones are thinking, "hey, how can we cut those costs, too?"
If customer service is made so difficult to obtain as to be nearly impossible to receive except under the most outlying of circumstances, surely the companies in question will go out of business...or become Google.
Re: A Dell Customer Service Dispute
#9I thought it is generally known that Dell customer support has been rated appalling for the last dozen years or so. People keep buying products manufactured by this company at budget prices. By now they should know what they buy: a lottery ticket.
Re: A Dell Customer Service Dispute
#10Did 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.