Dell - Customer Service

I bought a wireless router from dell online 12 days ago, and it is now getting on a week late being delivered.

I have now called their customer service team on three consecutive days, to be promised on each occassion that someone would call me back within an hour. Still awaiting any call back, let alone the promised one within the hour. Also logged two complaints via their website complaints, no response to either.

Dell achieved their position in the market through outstanding customer service and logistics. Clearly, they have lost their way in this regard, and it is unsurprising that their share price performance has lagged in recent years. If they can't get this bit right anymore, what chance for all the Irish employees in the medium term.

Get up of your rear ends Dell, your business model and thousands of jobs in this country depend on your ability to be best in class on customer service and logistics. Otherwise, you will die a slow and painful death.

Please do not put the words Dell and customer service in the same sentence.
They are unrelated and totally alien to each other.
The worst I have come accross.They are in India so they dont give a hoot.

I always found Dell to have great customer service, had some problems last year and it was followed up every time, they even called a week later to make sure I was happy..


Best thing to do is ring as ask for the tracking number (i think they still use interlink), if the person can't give you one as for a supervisor , the supervisor will be busy, so tell them you don't mind holding... .the longer they are on the call the most lightly they are fix your problem , its how call centers work....

Twice I have had problems with Dell machines, and twice I was sorted. It was a bit tedious with talking to Indians whose mother tongue is not english, but they did sort me out in reasonable time. Once in 06 and once in 05. Took a while to talk to the right person though.

I had a similar problem two years ago. Tried to buy a pc. No sign of it and despite ringing customer service every day and being told I'd be contacted 'before 5' or the next day I was never called back once. Made several customer complaints which were never responded to despite their "respond within 24 hours" promise. Even got speaking to their European Marketing Director who promised to handle it and got a ridiculous letter from Assistant Team Leader Nobody that barely even related to my issue and had spelling mistakes and lousy grammar. They even claimed I was refused credit. Had to get an ICB credit rating done on myself which proved them wrong. Still got no satisfactory response or apology from them. I ended up getting to say my piece about them on Newstalk 106! They were flooded with complaints about Dell during that show.
They are an absolutely appalling company when it comes to customer service. They're so big though that they can just get away with ignoring the little customer and focusing customer service on their more lucrative business customers. I've vowed to never go near Dell again and have talked many people out of buying from them. I'm stopping typing now coz I can feel the rage coming back!

Guess I must have been lucky then.......

I've never really a had a problem with them. Recently used support to swap out a DVD drive on a laptop which was noisy. Did it all via email it only too about 3~4 days. Some of that delay was because I wasn't around. I've dealt with Dell a lot via work aswell and ever had any real problems either.

If it were me, I wouldn't wait 12 days for a WiFi router from Dell, cancel the order and then buy it somewhere cheaper. To be honest for the sale of €10 or so I'd just buy in a real store.

I had to pay them to resolve an issue which irks me as with most products you expect the supplier to take responsibility for everything they sell however they tried to claim no responsibility for software issues and got me to contact Microsoft instead. Microsoft then told me to go straight back to Dell who couldnt solve the problem. This was one month into a 3 year extended warranty.
I've found Microsoft have wonderful customer service. Some Microsoft guy with perfect english from India called my mobile free of charge and solved the problem in 10 minutes.

In fairness to Dell I have a 5 year old desktop which has turned out to be a workhorse. Its been constantly used and switched on for most of this time ands its never given me any hardware trouble at all. Its also as fast as a friends 12 month old computer (I have tweaked some settings to reduce bloat). I cant fault Dell for their hardware. I am frankly very impressed that there is not one sign of wear and tear. The most annoying thing is everyone else has flat screen monitors now and my old dusty 17 inch monitor refuses to quit!!!

What did you pay for?

Niallymac said:

Dell achieved their position in the market through outstanding customer service and logistics.

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They also achieved this position through economies of scale, low prices and cutting costs to the bone. Sometimes this has a knock on effect on stuff like customer service. On the other hand I've never had problems with them myself in terms of orders and delivery but have rarely had cause to contact support.

Dell used to give great customer service when they sold pcs and laptops at higher prices than their competitors. In recent years they have adopted a low cost model which has meant cutting back on customer service. I have had a number of very bad experiences with them and think I will be buying hp next time.

Funny, but long after I logged my last complaint with Dell, and long after I had chased down the carrier and got the product delivered by my own perseverence, I got an e-mail from Dell responding to my first complaint. I just laughed.

But after I finished laughing, I got a call to say they were refunding me the cost of the router, €75 approx, to compensate me for the poor customer service. So I got me a free router, not the point really, I still got a crap experience.

aircobra19 said:

What did you pay for?

Click to expand...

It was a long time ago, I ranted it to death elsewhere at the time and I have blacked most of it out since then.
Its worth pointing out Im extremely happy with the hardware aspect of my dell desktop 5 and a half years later.

Placed an order with Dell about two weeks ago for a fairly standard desktop, nothing fancy. It was as offered with one or two small upgrades.
The delivery date has been put back twice now. If it arrives then, it will be almost three weeks since order was placed.
No response yet to email to customer service. Reading other posters here, I dont look forward to phoning the call center!
What's the usual deal? What's the position regarding cancelling the order and getting refund because of the delay?

Did you ring them?

I took delivery of a laptop on Monday after waiting 5 weeks. The original delivery date was put back too so you might be waiting another few weeks. When I was on to customer service they offered to cancel the order and refund me but I declined.

We got few new laptops this morning, after again a 5 or 6 week wait. Their online system is currently giving the 5th of September as the delivery date.

I ordered a PC online from Dell last Friday week...it arrived 7 days later.

What's more, I paid for it online using my credit card.....it has not been charged yet.

But I've just received a statement from them....so they appear to have built the pc without first being paid and set me up as a credit customer.(I ordered from their business pc section, so that's maybe why they set me up on account)

Perhaps you should check if they still believe you have to pay for it first before they'll build it and deliver...?