I write product reviews on this blog all of the time. So when I had customer service issues recently with Dell, I thought I should write a review about that as well.
February 24: Ordered a Dell Laptop online.
February 24: Received email shortly after order was placed that my order was placed on hold and that I needed to contact my credit card issuer for verification.
February 24: Contacted credit card company who just wanted to verify the purchase since it was over a certain dollar amount.
February 24: Contacted Dell to alert them that I verified the information with my credit card company. Was put on hold. After 10 minutes of trying to explain that the credit card company said they flagged the purchase and to re-charge the card (to a woman at an Indian call center who was having trouble understanding what I wanted and kept repeating, "You're order has been placed on hold."), I was transferred to another department. When I spoke to another customer service rep, also from a Indian call center, she said that she would re-run the card. She did. She told me the transaction went through successfully.
February 24: Received an email from Dell that my order was on hold and needed verification. 5 Minutes later, I received an email saying that my transaction was processed and that the order would arrive on or around the estimated shipping date of March 2.
February 24: Received an email to tell me that my shipping information was updated and my estimated delivery date was now March 1.
February 25: My order arrived in TN at the FedEx Depot
February 26: Order departed TN
February 28: Arrived at FedEx Location: Grove City, OH
March 1: Departed FedEx Location: Grove City, OH
March 1: At local FedEx Facility: Pittsburgh, PA
March 1: On FedEx vehicle for delivery: Pittsburgh, PA
At this point, my husband & I were in the living room ad noticed the FedEx truck zoom past. I decided to look up my FedEx tracking info and saw this:
March 1: Package Returned to Shipper, Pittsburgh, PA; Unable to deliver shipment. Shipment Returned. Shipper requested.
So my husband called FedEx who told him that the shipment had been flagged "Fraudulent" by Dell and was asked to be returned.
And that's when the fun began. My husband called Dell at approx. 10a EST. He was routed to an Indian Call Center. He was told that the order required verification and because they did not receive verification, it was flagged as fraudulent. He was put on hold for approx. 10 min. Then, he was transferred and put on hold again. After about 10 minutes, his called was disconnected. He called back. He was told the same thing and transferred. He received another customer service rep who said that our case was flagged for help by a certain rep and that she would return our call. After waiting over 30 minutes to return the call, I started calling.
I called customer service (keep in mind at no time during these calls did we speak to any customer service representatives within the US or even North America.). I received the same information and was given a phone number and extension to contact this rep who was handling our case. The rep then transferred me. My call was disconnected. I called the number and extension of the woman handling my case and received her voicemail. I left a message, phone number, and order number. After 30 minutes, I called again. I received her voicemail.. AGAIN. I left the same information.. AGAIN and the time of the call. After 30 minutes, I called AGAIN. I received her voice mail a third time. I left all of the same information a THIRD time. And then I started tweeting because I was frustrated.
A fellow tweeter gave me the US headquarters phone number. I called it and was routed to an Indian call center. I spoke to a customer service rep, where I gave all of the information AGAIN. He said I would need to talk to this particular rep to resolve my issue. I explained that we tried contacting this rep several times and never received a call back. He put me on hold. My call was disconnected.
I called again. I gave all of my info AGAIN. I was put on hold. Then I was told that I needed to speak to the certain customer sales rep that is handling my case. I requested to speak to a supervisor. I was put on hold. The supervisor told me there was nothing he could do, I had to speak to this other rep. He put me on hold. He came back on the phone and said she was on the other line and transferred me. I got her voicemail. I called back. I asked to be transferred to a US call center. I was told that was impossible. I asked for a supervisor. I got his voicemail which indicated he was out of town until sometime in April, 2010 (yes, a year old voicemail message - lovely.). I called back. I asked for a supervisor. I received a supervisor who said that I needed to speak with billing. I was transferred to billing and then disconnected.
I called back. After being transferred to 2 different supervisors, I finally spoke with a gentlemen who told me the only resolution they could offer was to cancel my order and for me to re-order. When I explained that the error had been theirs and that I demanded some kind of compensation for 4 hrs on the phone and the inconvenience of having to re-order, (not to mention, I purchased the laptop during a 2 day sale and got it at the sale price at that time), he said all they could offer me was for me to re-order and then call customer service and explain what happened previously, referencing the first order number, so that they could upgrade my shipping to 'expedited'. I asked for a refund. He finally put in for a refund to have my card credited, which he told me would not happen until my shipment reached Dell.
I have personally purchased 3 laptops and a desktop machine from Dell. I will NEVER EVER EVER EVER AGAIN purchase anything from these people. Their customer service is deplorable. Their unwillingness to admit their errors is ridiculous (especially when I have all of the email documentation to prove it). Being on the phone for over 4 hrs with the only resolution being that there is no resolution speaks volumes of Dell's inadequate customer service. I cannot believe this is the way Dell chooses to handle their customers.
After all of that, I went to HP.com and purchased a laptop from them.
Bye-Bye, Dell. Don't expect I will give you any more of my business or refer you to any of the thousands of social media marketers I interact with daily.
And one more thing - Please make sure that your customer service reps can do more than recite a script in English over and over and over again. It is not helpful when the customer and the rep are struggling to communicate with each other. And if a customer asks to speak to a US CALL CENTER BECAUSE the communication is poor, that request should be honored. I have no issues with other cultures. But when a language barrier prevents me from receiving adequate customer service after I've spent a lot of money with your company, I get a tad peeved.