- Average user rating:
- My rating: 0 stars
Full user review
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4 out of 4 people found this review helpful
0.5 stars
"Customer Service Disaster"
Pros: Good price/performance ratio
Cons: Absolutely unhelpful customer service
Summary: I recently purchased a very well equipped Dell 530 ? Intel Quad Core, 3 GB Ram, 24 inch flat panel. As far as the hardware itself goes, it has met my expectations for a mid-priced computer.
However, I cannot recommend Dell due to its absolutely abysmal customer service. To Dell?s credit, calls and emails are answered promptly, but it?s moot as no one there has any interest in actually resolving issues. Overall, the approach seems to be to wear down the customer with indifference and bureaucracy.
In my case, I ordered an accessory keyboard after the computer purchase (the base Dell keyboard is one weak link in the 530). When I received the item, the invoice was for a different amount than the website had indicated. No problem, I called Dell and was promised that a credit would be issued. Never came. Subsequent interactions have been a customer service nightmare.
Apparently there are limitations that make it nearly impossible for the CSRs to actually do anything constructive. So they lamely suggest calling back to get another agent when they can?t help correct what is a pretty clear billing error. Dell?s escalation center has been no better. Mainly cut-and-paste responses. Completely unhelpful, but somewhat amusing as they reference other customer?s products (like memory) and generally fracture the standards of proper grammar.
I?ve seen absolutely no interest in delivering true customer service. It?s sad; this is my 6th Dell in the last 10 years, and I have to say my last. I urge you to shop elsewhere. Dell is good is all goes well, but if it doesn?t, the company is just too difficult.
- 2 replies to this review
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Right on boycott Dell!
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I don't know if the update I made to my review "Dell from Hell" will be of any help to you, but it may be worth taking a look at and seeing if there is any information you might be able to use and check if a settlement was reached in your state if you are not located in MA.
Good luck,
NoCindy
