Posted by: Ramness
Not so great Service from Dell support - 01/01/05 08:29 AM
So I got a Dell laptop for Christmas and last night I somehow managed to get the power cord caught in the workings of the reclining portion of my desk chair. (yeah I have no idea how I did that either…) When I got it out I found that the cord was torn. A buddy reminded me that I had the accidental damage plan and Dell might replace the cord for free!
So checked the Dell website for the number 1800-999-3355 and gave it call, first call 2:08am. Chose option 3 for support and was quickly connected to a guy whose primary language was not English. He asked for my express service code which I provided and asked for my name email and phone number which I also provided. He then told me he showed different information, I informed him that the computer was a gift and provided the valid information of who gave it to me. He then told me he could not help me because I was calling for laptop support but I had reached the desktop support line. But he would transfer me. A couple beeps, then music, a click and my phone indicated that they had hung up.
Second call 2:10am Option 3 gave my service tag to another guy with a heavy accent. He tells me to hang on a second and the phone tells me he hung up.
Third call 2:11am. Pushed option 3 again for support and again was quickly answered by a person with the same accent. I was again asked for all the same information and again had to tell them it was a gift. Same story this time as well I had reached the desktop line but I would be transferred to the correct department. Couple beeps then hold music. If you want to call it music just same short melody over and over with voice break ins giving me tips to fix my problem myself, none of which applied. After about 15 minutes of music it sounded like someone picked up the line then my phone again indicated that they had hung up!
Fourth call 2:27am Same thing option 3, bad English, service tag, wrong info, correct info given, and told wrong department. I told her that this was the forth time I had called and they kept hanging up on me when they transferred me and asked if she could just answer the question. She could not but told me she would transfer me but give me the direct number just incase. Several minutes of hold music, they hung up on me again.
Fifth call 2:37am I called the number provided and was prompted to type in my service tag number. Figured I might actually be getting somewhere. Little bit of hold music a few clicks and I was hung up on yet again!
Sixth call 2:40am typed in my service tag and after holding for a while of all things got a guy with an accent! Went through with the verifying the information again. And would you believe it! This guy could actually answer my question! All though it took me a few times explaining it for him to understand the problem and him a few times to re-ask questions cause I had no clue what he was saying. Finally he said they would replace it and asked for my mailing address and other info. Then he told me he had to put me on hold to go get approval for the replacement. This time it was different hold music. I put the phone on speaker and well… I fell asleep! 25 minutes later I’m awakened by “ok sir are you still there!” course at that point I had no idea it had been that long till after I looked at the clock and saw it was 3:20am. It was approved and I should have a new one by Wednesday he said. Which is nice of them to replace it but to be hung up on 5 times spend an hour and 10 minutes on a what in the end took only about 15 minutes to resolve is just unacceptable!
I’m guessing they have all the calls forwarded to another country. Anyone know for sure?
So checked the Dell website for the number 1800-999-3355 and gave it call, first call 2:08am. Chose option 3 for support and was quickly connected to a guy whose primary language was not English. He asked for my express service code which I provided and asked for my name email and phone number which I also provided. He then told me he showed different information, I informed him that the computer was a gift and provided the valid information of who gave it to me. He then told me he could not help me because I was calling for laptop support but I had reached the desktop support line. But he would transfer me. A couple beeps, then music, a click and my phone indicated that they had hung up.
Second call 2:10am Option 3 gave my service tag to another guy with a heavy accent. He tells me to hang on a second and the phone tells me he hung up.
Third call 2:11am. Pushed option 3 again for support and again was quickly answered by a person with the same accent. I was again asked for all the same information and again had to tell them it was a gift. Same story this time as well I had reached the desktop line but I would be transferred to the correct department. Couple beeps then hold music. If you want to call it music just same short melody over and over with voice break ins giving me tips to fix my problem myself, none of which applied. After about 15 minutes of music it sounded like someone picked up the line then my phone again indicated that they had hung up!
Fourth call 2:27am Same thing option 3, bad English, service tag, wrong info, correct info given, and told wrong department. I told her that this was the forth time I had called and they kept hanging up on me when they transferred me and asked if she could just answer the question. She could not but told me she would transfer me but give me the direct number just incase. Several minutes of hold music, they hung up on me again.
Fifth call 2:37am I called the number provided and was prompted to type in my service tag number. Figured I might actually be getting somewhere. Little bit of hold music a few clicks and I was hung up on yet again!
Sixth call 2:40am typed in my service tag and after holding for a while of all things got a guy with an accent! Went through with the verifying the information again. And would you believe it! This guy could actually answer my question! All though it took me a few times explaining it for him to understand the problem and him a few times to re-ask questions cause I had no clue what he was saying. Finally he said they would replace it and asked for my mailing address and other info. Then he told me he had to put me on hold to go get approval for the replacement. This time it was different hold music. I put the phone on speaker and well… I fell asleep! 25 minutes later I’m awakened by “ok sir are you still there!” course at that point I had no idea it had been that long till after I looked at the clock and saw it was 3:20am. It was approved and I should have a new one by Wednesday he said. Which is nice of them to replace it but to be hung up on 5 times spend an hour and 10 minutes on a what in the end took only about 15 minutes to resolve is just unacceptable!
I’m guessing they have all the calls forwarded to another country. Anyone know for sure?