Note: This order was NOT for a computer, I'd never buy a computer from Dell. Haha.
Order Placement: I had trouble placing my order online because a coupon was not applying correctly. I called and spoke with someone who put me on hold and was able to apply the coupon and complete the order. This person seemed very inexperienced, I had to remind him to take my shipping/billing address.
The Next Day: I got a call from a person at Dell saying they didn't have my correct billing (and also shipping) address. I correct the information and just before I was getting ready to hang up I asked about the price. Sure enough, NO COUPON! The person on the line gave me a dell number and extension for the individual who placed my order the previous night.
The Frustration: I called that number, sure enough no answer. The message said "I'm working from [start time] to [end time], if you leave a message you WILL be contacted before [end time]. That would mean roughly five hours. I kept calling back just in case, about every half hour. NO CALL BACK. NO ANSWER.
The "Customer Service": Fed up with the situation, I called Dell Customer service. Big mistake. Individuals who had almost no knowledge of current Dell promotions and could barely speak broken english made me jump through hoops. I got "disconnected", I got "transfered to supervisors" (sent back to the automated menu), I even had one person REFUSE to let me talk to a supervisor and this particular person was unable to understand the situation due to the language barrier. (Or Intelligence?) I kept trying to explain that this was an existing order, not a new order and what had happened.
The Supervisor: I got through to a supervisor FINALLY. After explaining the situation, he said he needed to add a certain person from the sales department to the call. After twenty minutes of hold time, I heard the two of them laughing and one said "There's no one there!" *click*. Disconnected, again.
The Solution: As you can imagine, I was brimming with anger and disappointment at this point. I'd been too kind and too patient. I called Dell and bypassed customer service in favor of the sales line. What do you know? Someone who could speak perfect english picked up and literally did everything in his power to get this order to go through given that fact that the coupon was now expired.
In Conclusion: I noticed a trend, regular customer service agents spoke minimal english. The supervisor spoke english pretty well, but still you could tell he wasn't native to the U.S. The sales people? The speak normal english and they'll do anything they can to come through for you, an attitude that was absent through out the entire customer service chain. If I ever had a problem again, I'd make sure I went directly to sales to correct the problem and bypass the hassle and wait time of customer "service."
Update: So I thought I had it all set right? It turns out they couldn't put my second order through because the first order was still pending and the credit card company would not accept the second charge. I was told I'd get a call back the next day (didn't happen) so I called back myself and now I'm being told they won't honor the price. I asked to speak to the supervisor, who did they send me to? The voice mail of this person:
I left a polite message and stated it was urgent. If he doesn't call me back, I'm writing out letters to the Better Business Bureau among other agencies and you can be sure it will include his name.
Order Placement: I had trouble placing my order online because a coupon was not applying correctly. I called and spoke with someone who put me on hold and was able to apply the coupon and complete the order. This person seemed very inexperienced, I had to remind him to take my shipping/billing address.
The Next Day: I got a call from a person at Dell saying they didn't have my correct billing (and also shipping) address. I correct the information and just before I was getting ready to hang up I asked about the price. Sure enough, NO COUPON! The person on the line gave me a dell number and extension for the individual who placed my order the previous night.
The Frustration: I called that number, sure enough no answer. The message said "I'm working from [start time] to [end time], if you leave a message you WILL be contacted before [end time]. That would mean roughly five hours. I kept calling back just in case, about every half hour. NO CALL BACK. NO ANSWER.
The "Customer Service": Fed up with the situation, I called Dell Customer service. Big mistake. Individuals who had almost no knowledge of current Dell promotions and could barely speak broken english made me jump through hoops. I got "disconnected", I got "transfered to supervisors" (sent back to the automated menu), I even had one person REFUSE to let me talk to a supervisor and this particular person was unable to understand the situation due to the language barrier. (Or Intelligence?) I kept trying to explain that this was an existing order, not a new order and what had happened.
The Supervisor: I got through to a supervisor FINALLY. After explaining the situation, he said he needed to add a certain person from the sales department to the call. After twenty minutes of hold time, I heard the two of them laughing and one said "There's no one there!" *click*. Disconnected, again.
The Solution: As you can imagine, I was brimming with anger and disappointment at this point. I'd been too kind and too patient. I called Dell and bypassed customer service in favor of the sales line. What do you know? Someone who could speak perfect english picked up and literally did everything in his power to get this order to go through given that fact that the coupon was now expired.
In Conclusion: I noticed a trend, regular customer service agents spoke minimal english. The supervisor spoke english pretty well, but still you could tell he wasn't native to the U.S. The sales people? The speak normal english and they'll do anything they can to come through for you, an attitude that was absent through out the entire customer service chain. If I ever had a problem again, I'd make sure I went directly to sales to correct the problem and bypass the hassle and wait time of customer "service."
Update: So I thought I had it all set right? It turns out they couldn't put my second order through because the first order was still pending and the credit card company would not accept the second charge. I was told I'd get a call back the next day (didn't happen) so I called back myself and now I'm being told they won't honor the price. I asked to speak to the supervisor, who did they send me to? The voice mail of this person:
I left a polite message and stated it was urgent. If he doesn't call me back, I'm writing out letters to the Better Business Bureau among other agencies and you can be sure it will include his name.
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