Dell has severly underrated customer service

Discussion in 'Dell XPS and Studio XPS' started by sidvelu, Aug 20, 2013.

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  1. sidvelu

    sidvelu Notebook Consultant

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    So I got a refurbished xps 13 form the Dell Outlet, but it had issues with very loud buzzing and a wonky keyboard. And today after talking with dell customer support for 15 minutes, they heard my issues and offered me a replacement that is brand new. And after that I was transferred to the manager of the guy that was helping me, and he told me that he would monitor my case and make sure everything goes smoothly.

    Seriously Dell has severely underrated customer service. it seems to be the popular opinion to bash on dell and dell products. But in terms of service I think they are king. In my attempts at dealing with lenovo and hp, it was always kind of meh or hate it alot (in the case of lenovo).

    And in terms of quality, I feel that you just have to pick the right laptop line. XPS, Alienware, Latitude, are dell's high end line. And on that xps 13 I love the design, from the aluminum lid to the soft interior and back. Everything just feels high quality.

    But yea sorry if this turned out to be me obsessing about Dell or overplaying how good they are. But I thought I might share my experience with you guys. Cause it was awfully nice of them to replace a refurbished system with a new one.

    But what do you guys think? Have you experienced the same quality or is your experience different?
     
  2. polish_pat

    polish_pat Notebook Consultant

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    I also have to agree with you I had a couple of the problems with my Bluetooth and my mouse and I called Dell to tell them about the problem and when they couldn't help me troubleshoot it they basically said they we're going to send me a brand new Dell Bluetooth that we know works perfectly with the Dell XPS 13 and basically they just give me a new mouse had it shipped to my house and I had the no problem. it's a great customer service

    Edit: sorry for the bad phrasing i wrote this using voice commands

    Sent from my SAMSUNG-SGH-I337 using Tapatalk 4
     
  3. thorbsd

    thorbsd Newbie

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    Dell has by far the absolute worst customer service of any company I've ever dealt with.
     
  4. toronto

    toronto Notebook Evangelist

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    I've also had good experiences with Dell Support over the course of ten years. They have been professional and responsive.

    From the negative posts in these and other forums, I think many of the people complaining don't treat the Dell techs very well. The language and attitude they display in their posts is likely the same as what they foist on the Dell staff.

    If you go into it with a negative attitude, then you're more likely to have a problem. Don't listen to the people here warning about how horrible Dell Support is. Often those people who are vocal and whiny here are the same ones who are disrespectful, disorganized and unreasonable with support staff.

    Each time I've deals with Dell Support, it has been a good experience. They took the time to understand the issue and followed up on each issue. They're not perfect, but I've been pleased with their service.

    So, get prepared: have your information all organized before calling. Be polite and respectful, and clearly state the issues in a logical, detailed manner to help the support person to understand and document the issue.
     
  5. alexpre888

    alexpre888 Notebook Consultant

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    I actually had issues with their customer support sadly. Usually when they wish to replace my motherboard because one of my SODIMMS weren't working, the problem became worse by not making my wireless work anymore (even if it was connected). Then another replacement, the blue screen of death out of nowhere happens frequently. I had no choice but to send my laptop to them for fix. I fear of calling for support as it may do more harm than good.
     
  6. polish_pat

    polish_pat Notebook Consultant

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    I've had to call them up for many issues and always had great service, from the USA and India techs. Both were very helpful. My most recent issue, which is not really and issue, is that i bought the xps 13 and it came with the Qualcomm Killer Wifi card, i was dissapointed and ask them if they can swap it out for an intel card because i really want WiDi. They said they couldn't swap it out because they cannot modify a part of a laptop after it was sold. I ended up talking to a senior tech in the US and he ended up sending me the Intel 6235 for free with the instructions on how to replace the card myself without voiding the warranty. I think this is great service, i am very satisfied, i am also very nice and sympathetic and will not disrespect any person im talking to over the phone. That does help a lot, especially when i work in customer service myself and i know that sometimes i can help a client a lot more but since hes a bag, i wont.
     
  7. mux1

    mux1 Notebook Consultant

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    I would have to say that despite issues some people might have, Dell is pretty high on the list of best support.

    They may be forced to follow a script, and some of their products might end up with issues that will never be solved over the phone, but every time they go beyond above and beyond reasonable expectations.

    If you dont agree, buy 3 more products from 3 different manufacturers and report back your experiences.

    Sent from my GT-N8013 using Tapatalk 4
     
  8. dave-p

    dave-p Notebook Deity

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    +1

    I am sure there are horror stories from all the other manufacturer's Dell has always done well with me.
     
  9. intarweb

    intarweb Notebook Consultant

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    Although I've had issues with Dell support over the years, I've never had an instance in which I did not eventually reach a satisfactory resolution. That is not something I can say about any other manufacturer. Unfortunately, I do find that Dell's support isn't as helpful or effectual as it used to be in terms of being compatible with more advanced users who know what the problem is and just need an expeditious resolution. There are more hoops to jump through and the possibility of having to do more than one service request (and several support calls) has increased over time. Secondly, I'm finding that Dell isn't as competitive as they used to be in terms of favorable comparison of their products to the offerings of other companies (that is, setting aside the quality of their respective support), so Dell's support has to do more work in terms of offering a competitive advantage. Still, if quality of support is the main priority Dell is in my experience the way to go. My experience with several other manufacturers is that it ranges from the equivalent to my quibbles with Dell amplified by several times, to outright nonexistent or even antagonistic.

    I'm actually currently in the market for a new laptop, so this is something I'm actively thinking about. Dell's support may win out and I'll pick up an XPS 13, but it's difficult to resist the siren's call of something like the Samsung Ultra series (7 or 9). In this case, I like the looks of the XPS 13 but find I get a lot of typing errors on the keyboard and a bit higher-than-average fatigue.
     
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