Dell complaints

Gringo · conscientious beginner Joined: 12 Dec 2007 Posts: 2

I am sure there are many similar posts, but I just could not help it. Here is an excerpt of my discussions with Dell customer service (online chat) -- I was trying to find out if the TV tuner card sold with the XPS M1330 is internal or not (pretty sure it is not):

12/10/2007 08:51:48AM Agent (--NA TVS): "The Tuner is the external part and the estimated ship date is 12/13/2007."
12/10/2007 08:52:23AM Agent (--NA TVS): "I assure you that I will keep a track of the order and keep you posted."
12/10/2007 08:52:49AM Agent (--NA TVS): "Is that ok with you?"
12/10/2007 08:52:59AM Me: "OK, so your colleague was wrong in telling me that I was getting an internal card. This is not what I thought I was ordering and I need this order to be modified. This is not ok as it is."
12/10/2007 08:53:31AM Agent (--NA TVS): "I am sorry for the miscommunication."
12/10/2007 08:53:42AM Agent (--NA TVS): "The tuner is the internal part."
12/10/2007 08:54:33AM Me: "Per your website: "The tuner connects to your PC via a USB connection (cable included) and it enables you to watch, record, and replay live TV2 broadcasts". I therefore find very unlikely that it is an internal device..."
12/10/2007 08:55:42AM Agent (--NA TVS): "As I am in Customer Care Department and not trained with the technical issues or queries."
12/10/2007 08:57:30AM Me: "??"
12/10/2007 08:58:03AM Agent (--NA TVS): "I request you to contact the Technical Support at 1-800-284-3355 extension 7225091."

For the record, this extension “has been disconnected”…

Gringo · conscientious beginner Joined: 12 Dec 2007 Posts: 2

I received the computer yesterday, naturally with the EXTERNAL tuner card... and then spent 90 minutes on the phone with customer care to adjust/modify/change my order.

In all fairness, the rep I spoke with yesterday was very helpful and somewhat competent, although I had to figure out SKUs for her...

Rocke_T_Sinetist · Posted: Thu Dec 13, 2007 3:27 pm Post subject:

Helpful competence AFTER they've got your money? That's the ANTI-Dell experience!

I think this all stems from about 7 years ago, when Dell discovered they could get the intended result (usually, none) by hiring cheaper people who knew nothing about computers. It's simple really, no matter what you ask them sales always says 'yes' and service always says 'no'. That's only a slight exaggeration.
_________________
Rocke T Sinetist
as in, 'it doesn't take a...'