Dell complaints

[drawmada]

I was on the phone earlier with Seagate Tech support, and found out that they brought their tech support BACK from India because of too many customer complaints. Tech center is now in Oklahoma.

Now the world's number one Hard drive manufacturer listened to it's customers, shouldn't DHell too? Maybe a pipe dream lol

[kaien]

xps now seems to be in the Philippines, which I actually think is a good thing. My wife is a Filipino and her parents were born there. They are required ti learn english in school and actually have better education than the usa. The reps have been incredibly friendly as well. I wasn't thrilled with how bad a supervisor messed up my system the other night, but the 2 regular reps were outstanding. Now i need to get this piece of turd targus cooling pad they sent me replaced and I will be satisfied I guess

[HellComputer]

I have been seeing ads on TV for a phone targeted to seniors. Big numbers on the dial, extra volume, and N. American people to talk to are the selling points. All aimed at reducing customer frustration from folks that know better than to take it. Wake Up MBA assholes.....

[incident_man]

I cancelled my credit card with Capital One because they outsource their phone support. What's in your wallet? Hopefully not some guy in India!
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Oceania has always been at war with Eastasia.

[Dellaresoveryveryevil]

This company has got me so annoyed, more than any other in decades of having to buy things and deal with companies, people, mistakes etc. Dell are just unbelievable, and I personally feel that I have been mugged by them and they should be closed down. It's like a scam operation.

I am in the UK and the customer care and technical "support" I have received is all from India, and it's maddening.

First of all the line quality is just appalling, so it's hard for them to hear me, and hard for me to hear them. Can decent quality satellite links really cost so much?

Secondly, there are inherent differences in English as spoken in the UK and India that make it difficult, connected to accents and speed. There are many accents in the UK beyond standard English, and whilst people within England become used to them all, that is obviously less of the case for someone who has learned English in India as a second language. Some of the technical support people have spoken with such heavy accents that I can barely understand them - and some have speeded up their speech when stressed to the point at which I just can't follow it. Of course, the line quality just compounds this.

So Dell have created a situation in which a vital communication - that either saves or destroys their relationship with a customer - takes place on a poor phone line between two people who will find it difficult to communicate.

Thirdly there are also cultural differences. I've had too many calls dropped / cut off, and in particular unlike here the staff seem to take grave exception to you eventually asking to speak to a supervisor or team leader to complain. I've been cut off just for asking.

There is a lack of candour that isn't acceptable. For example, I've been stupid enough to accept the promise that I will be phoned back, at a certain time, and have taken time off work to be at home by my laptop (an Inspiron 1525 piece of shit) believing someone from Dell will call me as promised. Of course they don't, and when I call at my own expense and queue for half an hour am told they never phone customers back. So why lie and take my number and make an appointment?

I've been taken through scripts that are not relevant, but to be honest that also happens with some UK customer service centres so I'm not convinced that is a problem of out-sourcing to India, although the Indian call centres seem to be rather more rigid and are sometimes just unable to unwilling to proceed once a conversation deviates from the script parameters.

I've also been told appalling, relationship-destroying things. My computer cost over £800 (dont know in dollars, but at moment i suppose about $1,200), and yet, when I demanded an engineer be sent to my home to repair a serious fault was told "we sell computers for £400, we cant provide that type of service"....just awful.

I can't deal with them. My screen was faulty, was replaced, and is still faulty. My keyboard is slowly falling to bits because the bit at the top (where INSPIRON 1525 is written and the touch keys) doesnt actually fit in. I was advised by tech support in India to remove this part and "pad" the components down so it would fit!!!!!!!!!!!! Of course, you can't actually remove it because its connected to the screen - and when the engineer came to replace the screen he couldnt make it fit either. But what an appalling bit of technical advice to offer a customer.

I am afraid I just don't think Indian call centres will do for technical or customer support, and I think the law should require companies to make it easy to find out where support is provided from before you by. I will never ever buy a DELL again and tell everyone I know about how they ripped me off and wasted so much of my time. I'm happy to have cost them a few sales - which makes you wonder just how much they actually save by out-sourcing to India. But I also am wary of buying a replacement yet as it's so hard to find out where competitors do their customer support. Unless companies tell me, I could find myself in anotehr queue listening to annoying cheap library music on a terrible line for 30, 40 minutes to be taken through a robotic script and not helped.


My "Dell" engineer who came to replace my screen told me he also does work for Sony and their customers are even more hating and angry by the time he gets to see them because Sony are meaner than DEll about sending engineers out!

Life is too short. If i had the money I'd simply throw my Dell into the bin, and never have to hear their evil name again. Manufacturers complain that we aren't buying products currently, but I think one reason is that we are all sick to death of buying crap and then being abused/insulted/ripped off (in telephone bills and time) by those same companies when we try to make the rubbish they have sold us work. So not owning new things is quite appealing, as it means you dont have to call India.

[HeavenlyDemonic]

[Tailmon]

I have to agree about hitting the nail on the head. I've worked at Dhell and also had my XPS desktop go bad. My first 3 calls went to india and first one hung up on me. The moment I asked for an American tech. The second gave me crap for help and said. It's fixed and hung up. The third time their manager hung up on me once I asked for an American Tech rep.
Pissed off I called someone at Dell I Knew and I got the American Supersecret XPS Dell line. It was rather amazing how the help was over the Indian crap. They then sent me a new HD that was suppost to be Imaged. Of course it was not. They sent me another Imaged and it didnt fix the issue. Then they dispatched a Banc Tech (Dell subcontractor) to fix my system. He came and at first tried to install a Referbished Motherboard and Processor. (I know what the color tags on the bags mean) I told him No referb parts. Come back with New ones only.
He returned the next day and was working on the computer and I noticed that he was being hung up on by his phone support! You guessed it! Dell India! I could not believe that they relied on Dell india for tech support! I gave him the USA support phone #'s and I had my comp fixed right.
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Former employee of Dell and can say that they definatley Suck!