Customer care from Dell is a joke!!!!!!!!!

Discussion in 'Alienware' started by jasonVFe, Apr 25, 2019.

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  1. jasonVFe

    jasonVFe Notebook Enthusiast

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    I placed the order of area 51m on 22nd March. and the sales agent promised me it will be devivered in 2 weeks. Ok. leave it. Then checked the order status at 3rd April. Order cancelled!!!!!! called the agent . He apologised for the mistake made by their department (which he hinted may be customer care due to I checked with them for expedition. Seriously? !!!) Ok. kept the order .told him I will be waiting for the order devivered . And after i got the other order confirmation from the sales , I found the CPU was 8th gen i7(my previous order was 9th gen i7+2080+1T raid0 ssd+1THibrid +3 years preminum on site service +3year accidential damage insurance in A$7300 after discount I paid A$6049). And I confirmed again with the sales and he assured me theCPU will be 9th gen i7 (pretty sure it is 9th gen and will kept the factory updated). Ok. kept the order and wait. But this time he assigned an agent from customer care and assured he will help on the update for the order. As the order status didnt update at all on their website. I had called the customer for update. But the custome didnt help at all. After 11th time being asked to cancel the order by customer care,the date arrived 12th april which was the delivery date promised by the sales. And I contacted the customer care on their website with the online chat. The agent from customer care called Siti was showing athe put my order into public segment and said this is no longer their business and I should contact the pubulic department. Put the experience with dell customer care on their community, then got the view around 1000 in 3 days. Then i was asked by the alienware AI Eimi to send my order number to them in priviate message.Msg sent . no reply at all. discussing the horrible experience with the other customers who had been through the same as me. Then I was banned from dell community!!!!!! Ok . Asked them what is going on . sales team apologiesed for what happened bu didnt tell what is the reason caused this banned and mistreated. and I was able to login the community the night after complain. but without permission to put any post. and I found all the post I wrote previsouly was deleted!!!!
    Nice job customer care!!!!! The sales told me my order will be expedited again. And after i kept calling them about where is my order, the laptop delivered on 18th April!!! Opened the box! then the 8th gen i7 logo shown. alright!!!! called them and asked what solution they can provide. answered we apologise for what had happened but they need me contact technical support. called technical department they told me it is not their business and I have to contact customer care guys. Who the heck I had just called?Fine !I decided just returned and get the refund. Them I was told the logistic team will come to pick up the order in two days ago but no call msg or email from the logistic guy to tell me when will be the collection until now!!!
    no wonder you will lost $60billions . I will stay away from DELL forever!!

    Now dell want to deny that I paid for the 9th gen i7 and they did ban me from the community. Great!
     

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    Vasudev likes this.
  2. TheReciever

    TheReciever D! For Dragon!

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    Issue a charge back as you didn't receive goods paid for and have all the proof you need to settle it with your bank.

    That should light the fire under dell to fix as they will be out 6 grand.


    Never understood why companies get or have a complacent staff when sales are what drive your company in the first place.

    Get the charge back through bank, send the system back if they want it and order via hidevolution. While every company does have its weak moment it seems hidevolution does their best to satisfy the customers' needs
     
  3. jasonVFe

    jasonVFe Notebook Enthusiast

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    Thanks mate. You just do me a great help on dealing with the dell nightmare. I think I will go with metabox instead of dell. As I found I had a high ping consistently (200ms minimum 1900 maximum), I asked solution from dell premium support. They just said they will look for it and no any feedback in 3 days. I just don’t trust dell at all. As this is my third laptop from dell and non of them can bring any feasible solution to the issues happened .
     
  4. TheReciever

    TheReciever D! For Dragon!

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    It's a new platform so teething issues should be expected, it's quite likely that bios updates are a plenty since it's been a while since they had a desktop cpu in a laptop (pre dell).

    I hear nothing hut good things about hid though with international warranties as well. I believe they test they're systems before shipment though I don't want to assume you are located in the states.

    If you entertain them as an option @Donald@HIDevolution can help get the ball rolling in the right direction.
     
    Spartan and jasonVFe like this.
  5. jasonVFe

    jasonVFe Notebook Enthusiast

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    Thanks . But I am based in Australia. I am afraid I would not be able to get to the hid guys to help if I had issues with the system. Correct me if my view about HiD is wrong as I read this online I haven’t dealt with them before
     
  6. TheReciever

    TheReciever D! For Dragon!

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    They do have international warranty but I believe shipping would be your cost if something happened. Plus currency conversion may not be ideal...
     
  7. jasonVFe

    jasonVFe Notebook Enthusiast

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    I just found they got the pre paid international mailed service around $600 for 3 year . would be good.
     
  8. custom90gt

    custom90gt Doc Mod Super Moderator

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    You've cross posted this in numerous places, please try to keep it here from now on. I realize you are upset, but having the same thing in multiple places only makes it difficult for people to help you.

    If you are so upset with Dell, look elsewhere for a laptop. There are lots of options out there. I have had good and even great support from Dell and other manufacturers. Sadly I've also had very terrible support from Dell, MSI, Asus, Gigabyte, and even Lenovo. Sadly I think that customer support isn't high on the priority list anymore in general.
     
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  9. jasonVFe

    jasonVFe Notebook Enthusiast

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    First , I just stated the truth how bad is dell customer care. Secondly, I am communicating with the people and not what you said mad. Third, I am sorry my post would hurt you so badly for your love of dee. You are either naive or just enjoying to be an admin to keep the post you like and delete the one you do like . I realised that dell has paid a lot money on keeping people shouting their mouth up rather than get a solution better.
     
  10. Dannemand

    Dannemand Decidedly Moderate Super Moderator

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    It sounds to me like you joined NBR solely to find an outlet for your frustrations with Dell customer care, and you are hoping to spread your aggravation widely enough to hurt the company. We get that from time to time, and I have some understanding of the mindset that can lead to it.

    But we don't represent Dell or any other vendor. We are a member based forum for computer users. And now that you are here, you need to play by the same rules as other members. That means treating everybody with respect, including the moderators who spend their own time reading every post (including endless amounts of bickering and nonsense) in order to clean up when members lose self-control.

    But it also means knowing the rules of the forum (that was a link) -- which clearly prohibit cross-posting in multiple sections or threads.

    If you can do to that, your posts will survive, with the effect on Dell's reputation that you hoped to create (however minuscule). If not, the posts will soon be gone along with your membership. Makes sense, doesn't it?

    Oh, and welcome to NBR :)
     
    MogRules, Porter, saturnotaku and 4 others like this.
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