Bad Customer Service at Dell

Just a follow-up to my short rant the other day against Dell, one of the most overrated companies in the world for customer service.

Customer service rep Joe Landry did not return my phone call after I left him four separate messages. Thinking maybe my billing question would be answered by someone else in customer service, I called the general number. Anyone would be better than Joe Landry, I presumed.

After speaking with Harry (no last name) in customer service,  he deferred me to the billing department, where I once again explained my billing issue with Bruce (no last name). Bruce referred me back to customer service.

What followed was ridiculous. After calling back customer service, someone (I was too steamed to remember the name), referred me back to billing. After explaining that billing had referred me to customer service,  the customer service guy patched me into billing, where I spoke with both reps at the same time. When I presented my issue once again, the billing guy and customer service guy began arguing in front of me over whose issue this really was.

I kid you not. Dell's crack customer service team and its billing team are duking it out in front of me. After the billing guy gives in and says that, yes, this is a billing issue, the customer service guy exits the call. The billing guy says he'll chase down my answer and that he'll call me back tomorrow at the same time.

Guess what happens the next day? Yup. No call.

Finally, I just paid my bill, which I believed to be the incorrect amount, so as not to incur late fees.

Hopefully, other Dell customers will take the time to write about their experiences with customer service and Dell's fraudulent cover will be exposed.

Plainly put, Dell has no clue about how to satisfy its customers. Is the product good? Yeah, I would agree to that. But just hope your purchase goes flawlessly and you don't need assistance.

If you do, good luck.

And I hope your rep is not Joe Landry.

Comments

[Liz]

When you paid your bill, did you write a letter explaining the situation and that if you do not get a credit you will no longer buy from Dell? This always works for me.

[Dan]

I didn't, but I should have. The way I look it, I've wasted enough time on Dell. The product is good. It's the service that is bad. Unfortunately, it's the service you remember the next time you make a purchasing decision.

[Roxanne D. Smith]

Dell has a started a new dirty trick. I had vowed to never buy from them over 2 yrs. ago after a completely impossible experience with their customer service/billing dept. in-fighting. Now, they've started billing me for a system I did not buy due to the terrible customer service.This was >2yrs ago. My thought was if they were this bad just during the ordering process, their after-purchase service would be non-existant.They've still managed to make it worse by starting to threaten me for collection of the 60th late payment on a business loan I never had. I've sent 2 certified letters with all the right info.requests and stipulations and received nothing but more threatening letters and phone calls. I won't pay it to avoid more hassel or they'll just keep on making up more bills to send me.My mailing address has remained the same. I didn't recieve any of the contracts or billings they report sending until the 60th late payment? Come on. Any ideas?

[Dan]

Roxanne -- yikes. It sounds like you've done your due diligence dealing with Dell. You may want to file a complaint with the Better Business Bureau. It's situations like yours that require a grassroots effort to educate consumers. Dell's customer service is very overrated. Good luck and keep the faith.

Dan

[JohnDo]

Good site!!! I found your site in the google.

[Dan]

Thanks. Glad you like it.

[anypeneds]

Sorry plasee :(
Wrong cateogyr...

willo eb careful