We dumped our Dell...
Written: Jan 09 '05
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Product Rating:
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Pros: When it worked, it worked well.
Cons: Customer service is a nightmare!
The Bottom Line: We dumped our Dell, so we'd never have to deal with their customer service department again!
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| ws944's Full Review: Dell Dimension 2350 (D235RL) PC Desktop |
So we'd never have to deal with their customer support again!!
We first purchased our Dell in Jan. of 2002, and since we had moved to a small town, we had a PO box. Apparently they had mailed our bill to our physical address, and soon we came home to a curt message on our machine to see where our payment was. They left us a number to call, and I called the next day. No problem, I quickly knew what the problem was, and gave them our PO box number. A few days later, I came home to a similar message with the same phone number to call. Again, I called the gave them the PO box number. The following week, there was yet another message (sounding quite rude I must say) and told us to call the number. Well, I called and this time, I asked to speak to the supervisor there, and told her this was the third time I was calling to give them the updated info. She said it was already in their database, and I said, I have not yet received a bill! Well, it turns out that while they had the correct info in their database, the info DID NOT get to the department that sends out and receives the payments, because as she explained "it's a different department". I told her it *might be wise* to check on your communications between departments! She said, "I think we might have to have a meeting on this". Geesh!
Time goes on, I'm paying my bills, everything's fine, and then we had fires up in the San Bernardino mountains in the fall of 2003 and we were evacuated. We had to wait several days before receiving our mail, and ended up sending in the Dell bill a day late. There was a message on our phone (one day after due date) from some squirt with a scolding tone in his voice saying our payment was late and to "call them *imeeeeeediately*!" I paid the rest of the balance in full. I wanted to be rid of these people.
In 2004, hubby got a new job that took us to a new area. While we were selling our house, we took a small apartment temporarily where he worked. After a month there, our Dell broke. My hubby tried a few things and called tech support and they suggested buying a new Motherboard. Fine, he ordered it. We still had our PO box for our billing, but put a new shipping address in. After two weeks with no delivery, he called and was told that the order had never taken place. My hubby was told that they would look into it, and get back to him in a few days. No one called. So then I called while my hubby was at work and, spoke to someone who was actually pretty nice. I explained the situation, and she opened up a case number for us. We spent quite a bit of time on the phone getting the darn thing ordered, then 15 minutes after we hung up, she called back, and told us that that Motherboard had been discontinued... sorry. Huh? Okay, so then she directs me to tech support and of course I'm in the automated nightmare, and I didn't have the "numbers" or what not to get through. Try as I did, I couldn't get a human on the phone. So then I called customer service and spoke to someone else. I explained our predicament, and he casually told us we could order the *replacement" Motherboard! It would have been *nice* if the previous person knew this! Sooo... I give him our name, and reordered it, confirming our billing and shipping address.
Two weeks later, with no Motherboard, we called to see where it was. Well, we found out it was sitting somewhere in Riverside, because they had shipped it to our PO box! By then someone else was living there and I'm not really sure what took place, but the funny thing is they tried to blame it on the delivery service! Why would our PO Box # even be on the package? After several attempts, to get the darn thing (checking on line, we found it had been resent and then canceled three times without any explanation) we finally got the Motherboard, and low and behold, it didn't work. It was suggested we try something else. No... I don't think so. We had this computer for less than three years. When it worked, it was fine, but dealing with their customer service department was obviously a nightmare. We decided to dump our Dell, and we bought a different computer. So far so good, and tech support was GREAT when we had a few questions!
BTW, when talking to a neighbor about computers and we mentioned our horrible experience with Dell, she rolled her eyes and told us about how she bought from Dell, and it had a defect. It took FOUR MONTHS to finally get a replacement!
Apparently, they kept losing her info as well!
Recommended:
No
Amount Paid (US$): 1200
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Epinions.com ID:
ws944
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Reviews written: 1
Trusted by: 0 members
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