Let’s start with a small recap of what happened between me and my long time friend Dell.
I sent my laptop out for repair a few weeks ago. I received a 495$ estimate which I declined and last Sunday I found out that my laptop had spent the weekend outside in the Purolator box, and once I opened the box my laptop wasn’t even reassembled and on top of it, it had no OS anymore.
Monday I called the number that was on the repair report; my first selection was for French and Customer Service. A guy answered faking to be the automated voice that says that the department is closed. Sorry dude, usually it’s a woman with a very nice voice speaking, not a broken one with a very thick and foreign accent. I got hung up on. I called again, this time selecting English-Customer service. I was answered by a lady named Marahanapuna (I think, sorry for the spelling) and she put me on hold, took my call again, put me on hold and then hung up. I also forgot to mention the 30 minute hold for each call.
Yesterday I was determined to speak to a supervisor. I called another number; one I found on their website after I googled: Complaints + Dell. I select once again English-Customer service (funny how they have so many numbers yet they all have the same options)
Anyways, I’m on hold waiting for an agent (because my call is very important to them) for another 30 minutes. Finally I get answered and I ask to speak to a supervisor, the agent asks me to sum my problem so he can send the request to his superior. I recite the whole thing very calmly. I am once again put on hold for 15 minutes and the call hangs up. A bit pissed that it’s the third time in 2 days I get hung up on I decide to be tenacious and call again. I select the same options and I wait another 30 minutes, this time I get a guy telling me that I have the wrong department that I need to call technical support at another number which he provides me. I call the other number and elect technical support, I speak with a lady who transfers me elsewhere, and once I got a hold of another agent I ask to speak with a supervisor immediately without explaining my case. I think so far I have been extremely patient and cooperative.
I spoke with Leo who was shocked about what happened. I told him that this never happened to me before with Dell and that I consider myself quite a good client having bough, 1 desktop computer, 2 laptops, 2 32” TVs, a printer, a camera and the Student Office 2007 in the past.
So anyways, he advises me that he will call the repair center for more information and that he’ll call me back. After 15 minutes or so he calls me back and states that my computer was damaged by liquid. I say I have no idea how that could have happened but I am willing to accept that it might be my fault. I worked technical support before and I know shit happens. My problem is really that I sent out a computer that was working and a wreck came back. I was expecting to have it returned as it was shipped and that I was flabbergasted that Purolator left the box outside.
Leo didn’t believe me. He said there’s no way in hell that Purolator would have left the equipment outside because they could be held responsible if it was stolen. I told him that I wasn’t lying and this still didn’t fix my problem that I wanted my computer reassembled and with an OS! He told me to call Purolator to validate who signed for the package and that I had once again reached the wrong department but he was kind enough to have investigated anyways for me and that after I call Purolator I call another number and he gave me a reference number.
*takes a deep breath*
I call Purolator and spoke with Marie. She said the drop was authorised by the shipper. AKA Dell!
I call back with the new information and after another 20 minutes on hold I give my reference number to the agent and he takes a minute to read the ticket and nervously tells me he’ll transfer me to the right department, a few minutes later the guy does the same thing and after 15 minutes I just hung up. At that point I spent 3 hours of my time, almost 2 of them on hold.
I used a link that someone posted to write about the situation and now with a reference number it’ll be easier to track.
Is it just me or Dell has the WORST customer service EVER! My God! I accept the fact that I might have damaged it! I just want it back the way I shipped it! WORKING AND ASSEMBLED! And treated with dignity for Christ sake! Not dropped at my door over the weekend at -5 degrees!
At this point after all the bullshit I just went through I should deserve a new one! I’m a good customer, I never complain and I bought tons of stuff from them! Could I get a minimum of courtesy?
I went to bed early, I was totally drained. Fuck at some point on the call I screamed and cried! Don’t they get it! I just want some apologies for the bad service at the technical support and the Purolator incident and maybe just a bit of compensation such a rebate or maybe just repair it and avoid all the nonsense!