The Case of the Missing Laptop and Poor Dell Service
Friday, April 9, 2010 at 08:10AM Dear Dell Computer,
Well over a month ago I ordered a laptop from Dell. The delivery has been delayed four times. What no one at Dell mentioned is the reason for the delay. I asked but no one could tell me. We had a special cover ordered and that cover was on back order. Nicole Leidlein in your call center did a very good job of tracking down the reason. She said the cover had been expedited but did not say if that would mean we'll get our laptop any earlier. Why didn't anyone explain why our order was delayed? If they would have we would have changed our order to get a top that was in stock and we would probably have our laptop by now. As it stands I still don't know if we'll ever see our laptop. I'm relating this story because it shows that something has changed at Dell. I have bought many computers in the past from Dell and all were delivered before the expected date. Now for a reason that was totally changeable and preventable if there had been good customer service we still don't have a laptop. This is a case of poor customer service and I had to relate the story because we are frustrated and on the receiving end. Call me if you want, I'll be here till 4:00 this afternoon. 202-482-1082 Evan
Reader Comments (3)
Five years ago the hard-drive on my Dell computer burned out, while it was still under warranty. I called Dell's customer service, gave them my customer information, and told them I wished to claim my warranty which guaranteed me a new hard drive. The CS rep immediately began to read off a script, telling me what to do to reboot the computer. I repeatedly explained that as the drive was burned out, there was no power, no readout, nothing. He refused to devitate from his script, and refused to transfer me to his supervisor. After 25 minutes of this claptrap I interrupted the man's Gujarati-flavored recitation and said, "Guess what? You've just lost a customer. I will never buy from Dell again!" And I never have.
There is a strong rumor on the Internet that Dell has all their customer service reps keep warranty customers on the line for a bare minimum of 90 minutes. Their logic being that only those customers who truly deserve their new hard drives will actually stay on the phone that long; crooks who are looking for a handout will lose patience and leave. I have no idea if this is true, but if it is they are alienating their customer base just to save a few bucks!
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