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Could Dell support be any worse?

I am in the middle of the most absurd technical support situation ever.

I bought a new computer online at Dell.com.

Two weeks later, the computer arrived and they shipped me an incorrectly configured computer. Three parts are incorrect (the case, the network card, and the audio are all wrong), and one part arrived broken (the power supply).

For the moment, let's leave the awful quality assurance process aside.

Right now, all I need is a technician to come out and swap the parts for the correct ones. Sounds simple, right? Not with Dell.

I have been ping-ponged around between eleven support people (and counting). Each one says it is another department I need, and then transfers me. None of them really understand English, and not a single one seems to have even the slightest idea about how to get something as simple as a parts replacement done.

I have been on the phone for more than THREE HOURS, spending my Sunday repeating my order number, my name, my service tag, and my express ID over, and over, and over, and over again.

Each person says they need it for security purposes. Even my bank doesn't require me to provide my identification nine times.

Worse, they had no ability to look up my order and made me email THEM the Dell configuration email that they sent me. How is it possible that Dell needs their customers to send Dell back their own order emails???

Finally, I had to teach them what Device Manager was inside of Windows, and email them a screenshot, because they were mystified how I knew that my network card was wrong.

We spend hundreds of thousands of dollars a year with Dell. Making their customers go through processes this painful for simple things is a great way to lose customers. IBM and HP are looking better.

Dell, you're on notice.

August 2, 2009 | Permalink

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Comments

I believe I found a pic of your original order en route: http://www.geekologie.com/2009/08/youre_doing_it_wrong_dell_ship.php

Posted by: Jim Simpson | Aug 7, 2009 11:05:30 PM

That's awful. Sometimes big companies can be terrible with tech support. Especially when they get a million phones calls a day of people with problems. They think the mistake is your fault. However, if you go to companies designed for Tech support, then you may get better help depending on what your problem is however with your case you would have to deal with the awful support that is Dell.

Posted by: Tech Consulting Los Angeles | Aug 14, 2009 4:56:15 PM

could your excite email service suck any worse ?

Posted by: Your Productsucks | Jan 18, 2010 10:37:51 PM

I agree. Dell tech support is something left to be desired. I've attempted all the troubleshooting ideas they've published. No help there. It's still messed up.

Posted by: Angeline | Dec 26, 2011 8:42:48 AM

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