My experience with DELL'S "Award Winning Service"
So I call Dell...I ask them to change the order to reflect the price currently listed. My original order hadn't been shipped yet, so a quick change of the invoice and we would be done. Not going to happen. It seems that the folks manning the support center somewhere in India didn't have the ability to alter an order. From what I was able to gather, there isn't a person working for Dell who has this power. The only alternative I had was to cancel the first order and place a second order for the same part at the new price. No problem. Except that now I have to wait until August 23 before the new order ships! I wonder how long it would have taken my sales representative from Dell to change the order price had I been a business...Ponder that one.
So I'm chatting with the customer service guy and I ask him if we could roll the module from the first order onto the second order. Seems this can't be accomplished either as this part is shipped from a "partner vendor" who Dell must lose contact with after the orders are placed.
As a result of this encounter today I now have six new phone numbers for Dell, along with a seven digit extension that is "no longer in service". I enjoyed that part so much I want to share it with you; 1-800-915-3355 ext. 7469937
The unfortunate part of it all appears as indifference on the part of the customer support people. They are thousands of miles away from the U.S. and their indifference to our situations is proportional to that distance. They all speak what I've come to term "Dell Speak" , and when posed with a question that doesn't have a stock answer they pass you off into the void of pre-recorded explanations and bad music.
Out of curiosity I decided I would contact Dell's Complaint Department. You didn't know Dell had a complaint department? Well, don't worry to much...They don't! Your complaint is taken by the same group at customer support, who originally sent you to the void and back in the first place. I think it very clever of Dell to combine Customer Support with Complaints, this way they don't have to pay someone to resolve issues of discontent. They'll just send you off into the void maybe never to be heard from again.