Dell Support Hangs Up On Customers
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I deal with Dell Support a lot. I have times when I have to order parts and I have to endure the hold time to finally get to somebody that ends up hanging up on me. Parts are always on back order or just plain not shipped. Then when you call back to get details on your order, you are hung up on again.
One of my co-workers had a situation with a motherboard and had to have it replaced. He’s called about 8 times at this point. He was told the board would be shipped. It wasn’t. He is hung up on practically every time he calls. This seems to be common occurrence across all of my friends that work with computers. They all seem to mention at one time or another that they are told they will be transferred or placed on hold by Dell support, then suddenly the call is disconnected.
It’s clear from these conversations and other articles on the Internet that the overseas support (or lack thereof) that is provided has no QA at all and is able to pretty much disconnect customers at will without repercussions. Try for yourself. Get a little verbally upset about their support to the rep and poof, your call is gone.
My how things have fallen for Dell. I remember I could call Dell and get somebody to help me on the first try every time. Orders would ship on time, and I rarely had to call twice. They used to be known for it. No wonder more and more people and companies are switching away from Dell and going with somebody that can meet their demands instead of shoving them aside.
6 Comments
Bill Sodeman
December 23rd, 2008
at 11:30am
It’s caused by a lack of accountability on the part of the call jockeys and their managers.
the oracle
December 23rd, 2008
at 1:17pm
It depends if you are calling as a small independent consultant, or as an employee of a large account customer. I have done both, and when you are part of a large company (for the purposes of the call) you get to speak to an American, and there is no satellite echo or noise in the background.
Dell obviously believes that big money talks! As my father used to say, they’ve already made their fortune, and don’t care to make any more.
Brad at Dell
December 29th, 2008
at 1:51pm
My name is Brad and I work at Dell headquarters in Round Rock, TX. I came across your post and read that your friend was having trouble getting a motherboard replacement sent out. Please contact me back directly at my email address, and I will help in any way that I can.
Brad
Community Liaison
Zach
March 11th, 2009
at 7:25pm
I have the same issue with Dell. I call and wait forever to get someone on the line and they hang up. I am telling you Dell used to be great and is now turning into the K Mart of Customer Service. I guess that Blue Light special isnt only for the brick and mortor store. Sometimes you get a superstar and other times you get K Mart.(most of the time) Next computer for me will likely have an apple on the side of it if things dont change.
John
April 13th, 2009
at 3:57pm
I have been trying for weeks to talk to someone. Twice I have started a conversation, but as soon as I mention they need to reverse a late fee, the line disconnects. I am going to box up my system and mail it back. I am sick of the crap I have gone through with Dell. Dell SUCKS!
steven lane
April 14th, 2009
at 10:27am
Dell has ignored my Dell Case Number,#185866604.For the
past 3 years,and has used every excuse to aviod me.And to
resolve my problem,even the Dell Legal Department as
well.But Dell still denies it so,how can you help me?.When
your company won’t help me,”EXPLAIN THAT!”.