Don't buy a Dell - Page 2

Stephen · 12-09-2011, 01:54 PM

Quote:

Originally Posted by icehog3

Does he need a gift card for that?

Maybe the present is a Dell computer.

BeerAdvocate · 12-08-2011, 03:00 PM

I just bought a Lenovo during the black friday sale, and its AWSOME!
Customer service was great!

Silound · 12-08-2011, 03:40 PM

If I understand you correctly, you were attempting to make a purchase, and pay for it using gift cards you already had in your possession? What exactly was the problem? Were the employees not knowledgeable in how to handle the transaction? Was there a language barrier issue?

Your original assessment, however...that I have to disagree with rather strongly. The frustration is understandable, but you haven't told us exactly what happened. You may have had a bad experience with them, it's understandable, it happens to almost everyone with just about any company possible (including myself and Dell a few times). More factors than we can think of go into making a company operate smoothly, and just one random, seemingly insignificant factor can cause the whole system to come to a crashing grinding halt in mere moments.

Being the the tech field for over 12 years, I have absolutely nothing against Dell as a company other than the period where the call center was outsourced to Asia somewhere. I generally recommend Dell products to most people purely because of the superb warranty service. And I've ordered numerous computers via phone and web orders before from Dell with not a single problem on their side.

forgop · 12-08-2011, 04:03 PM

Quote:

Originally Posted by Silound

If I understand you correctly, you were attempting to make a purchase, and pay for it using gift cards you already had in your possession? What exactly was the problem? Were the employees not knowledgeable in how to handle the transaction? Was there a language barrier issue?

Your original assessment, however...that I have to disagree with rather strongly. The frustration is understandable, but you haven't told us exactly what happened. You may have had a bad experience with them, it's understandable, it happens to almost everyone with just about any company possible (including myself and Dell a few times). More factors than we can think of go into making a company operate smoothly, and just one random, seemingly insignificant factor can cause the whole system to come to a crashing grinding halt in mere moments.

Being the the tech field for over 12 years, I have absolutely nothing against Dell as a company other than the period where the call center was outsourced to Asia somewhere. I generally recommend Dell products to most people purely because of the superb warranty service. And I've ordered numerous computers via phone and web orders before from Dell with not a single problem on their side.

Yesterday at 3pm, I chatted with a Dell sales rep. He said I could use a promo gift card (card in possession) with regularly purchased gift cards. Dell has a special that for every $300 in gift cards you purchase, you get an additional gift card. Thus if I'm spending ~$750 for a computer, it's a no brainer to buy and purchase with gift cards. After all, it's like an additional $100 off, right?

I purchase 2 gift cards (wouldn't allow me to buy 1 card for $600). Immediate notice to call and verify. Within 15 minutes, first card arrives via email as she said both would be emailed. An hour later, still nothing. I call back and said never got the 2nd card. She said she resent it and would have it in 3-5 minutes (no, it's not in my spam folder). Never happened. I call again and then get them to email to an alternate address and shows up. By that time, the outlet sales is closed and not a live person to talk to and I'm passed back and forth between departments, put on hold waiting to speak to a "supervisor" (that never happened by the way). The problem is Dell's site doesn't allow you to use more than one gift card per purchase, although you can with a live person on the phone.

Just finished another 45 minutes of calls and from what I'm told, they're not even certain if my order was processed. I have a order acknowledgement from Dell stating the system, pricing, etc. They won't know until tonight if the order actually went through or not. My gift card still has the full balance on it.

So now, I'm between 4.5 to 5 hours on the phone with someone from Dell and there may not even be an order in yet. If the order is not confirmed tonight, I'm calling the gift card dept and demanding my money back. I'll get something else instead.

Silound · 12-09-2011, 01:09 PM

Quote:

Originally Posted by forgop

Yesterday at 3pm, I chatted with a Dell sales rep. He said I could use a promo gift card (card in possession) with regularly purchased gift cards. Dell has a special that for every $300 in gift cards you purchase, you get an additional gift card. Thus if I'm spending ~$750 for a computer, it's a no brainer to buy and purchase with gift cards. After all, it's like an additional $100 off, right?

I purchase 2 gift cards (wouldn't allow me to buy 1 card for $600). Immediate notice to call and verify. Within 15 minutes, first card arrives via email as she said both would be emailed. An hour later, still nothing. I call back and said never got the 2nd card. She said she resent it and would have it in 3-5 minutes (no, it's not in my spam folder). Never happened. I call again and then get them to email to an alternate address and shows up. By that time, the outlet sales is closed and not a live person to talk to and I'm passed back and forth between departments, put on hold waiting to speak to a "supervisor" (that never happened by the way). The problem is Dell's site doesn't allow you to use more than one gift card per purchase, although you can with a live person on the phone.

Just finished another 45 minutes of calls and from what I'm told, they're not even certain if my order was processed. I have a order acknowledgement from Dell stating the system, pricing, etc. They won't know until tonight if the order actually went through or not. My gift card still has the full balance on it.

So now, I'm between 4.5 to 5 hours on the phone with someone from Dell and there may not even be an order in yet. If the order is not confirmed tonight, I'm calling the gift card dept and demanding my money back. I'll get something else instead.

Ahh, now that I understand the problem I can see the angst that would arise from the situation. It's a problem when these kinds of things happen, and there's certainly no excuse for not having someone on staff at all times that can handle the situation. At the very least, they could have postponed the purchase until someone more experienced was around to make sure it was processed correctly.

Personally, it wouldn't turn me off from Dell, but I agree with the earlier comment. I would send out more than a few emails with some constructive criticism towards the situation. I only emphasize constructive, because in all of the times I've sent emails and letters, both scathing and constructive, I get a LOT more positive responses back from the constructive ones (Macy's gave me a $50 in-store voucher good for 24 hours because of a snafu over a ~$35 billing issue online last year).

Good luck with dealing with the problem. I hope Dell makes it right for you and you're satisfied with the eventual purchase!

icehog3 · 12-08-2011, 03:54 PM

I have owned 3 Dells since the company started, and have been happy with their products and their customer service.

forgop · 12-08-2011, 04:07 PM

Quote:

Originally Posted by icehog3

I have owned 3 Dells since the company started, and have been happy with their products and their customer service.

I have 2 Dell laptops and a Dell desktop. Never had a problem and the 2 laptops have received good attention for the issues they had 2 weeks ago. One still doesn't seem fully resolved, but they've tried with 3 trips out thus far. I give them props for that. This experience however has been more time and headache and hassle than when I bought my last house and that includes the entire process.

Brutus2600 · 12-08-2011, 04:16 PM

Since our company had a Dell contract for most of the time I've been here and I buy a lot of things from Dell, I've dealt with their customer service a lot. I agree, sometimes it is the BIGGEST pain in the ass the way they do things. Most of the time though their CS department gets it right and their prices are pretty fair.

Those few calls that don't go well though really do put a sour taste in your mouth though. Sorry to hear your frustrating story

Taki · 12-08-2011, 04:46 PM

MAC Baby!!!!!

forgop · 12-08-2011, 05:05 PM

Quote:

Originally Posted by Taki

MAC Baby!!!!!

Is their customer service based in the US or something?

Had a MacBook about 2 years ago. Just didn't like it.

Taki · 12-08-2011, 06:05 PM

Quote:

Originally Posted by forgop

Is their customer service based in the US or something?

Had a MacBook about 2 years ago. Just didn't like it.

Not really sure...never had a problem with my Mac's.

Bill86 · 12-08-2011, 05:08 PM

All of the Dells I use work just fine. But outsource CS sucks, too bad everyone does it.

12-08-2011, 09:01 PM

I'm sorry to hear that Duane. I loved Dell but when my computer broke, I replaced it with a Mac after gathering opinions here.

Weelok · 12-08-2011, 11:51 PM

Bunch of Dell fan boys on here. Build your own. Better computer for the money. Only reason to buy Dell is for a laptop. Go Mac if you want a laptop.

icehog3 · 12-08-2011, 11:54 PM

Quote:

Originally Posted by Weelok

Only reason to buy Dell is for a laptop. Go Mac if you want a laptop.

Huh?

68TriShield · 12-09-2011, 04:52 AM

Quote:

Originally Posted by icehog3

Huh?

Yea,that made a lot sense

Duane,I think the world is out to get you.

forgop · 12-09-2011, 11:33 AM

Quote:

Originally Posted by 68TriShield

Duane,I think the world is out to get you.

No, I just think it's absolutely ridiculous the process to buy a computer well under $1k has turned into more time invested than it took to buy my house a year and a half ago. That includes viewing, paperwork with realtor, closing, you name it.

I must be the only person here that would get peeved over investing 5 hours between chats/phone calls and ~ 36 hours after the "purchase" was made on their website, still not have an order that was processed.

T.G · 12-09-2011, 11:58 AM

Quote:

Originally Posted by forgop

No, I just think it's absolutely ridiculous the process to buy a computer well under $1k has turned into more time invested than it took to buy my house a year and a half ago. That includes viewing, paperwork with realtor, closing, you name it.

I must be the only person here that would get peeved over investing 5 hours between chats/phone calls and ~ 36 hours after the "purchase" was made on their website, still not have an order that was processed.

Weelok · 12-09-2011, 12:09 AM

In other words if your mad at Dell don't support them. Macs work great but a little pricey in my opinion but just as fanatic a fan base.

AlohaStyle · 12-09-2011, 01:02 AM

I'm on a Dell right now and had issues when I bought it, but they made up for it and I will continue to be a Dell customer depending on future needs because **** happens and all companies make mistakes.

I was pissed though because I bought a laptop on the Dell outlet site. A couple days later, I found out the extended battery physically stuck out on the bottom which I didn't want nor stated in description so I called customer service to see what the return policy was. I was told if I processed a return before I received it, I would not have any restock fees. I asked again and was told yes, I can cancel without fees/penalties so I did. I then immediately bought a different Dell without the extended battery.

When I received the 1st laptop and called CS to get a shipping label, I was charged 15% restock. They did not honor what I was previously told and after talking to multiple supervisors, they told me the original CS person had no authority to waive the fee. That is such BS because how should I know who has authority? I went by what they told me and then they did not honor it.

They did not back down and I was stuck with 2 laptops. I then googled a few Dell Executives in PR/Marketing/Sales and emailed them letters. 2 days later I got a phone call from customer service apologizing and waived the 15% fee.

I was happy the Executives actually listened and cared about a regular customer. For that, I will continue to use Dell.

12-08-2011, 03:00 PM	#2
BeerAdvocate BeerHunter Join Date: Mar 2009 First Name: Travis Location: Topeka, KS Posts: 1,912 Trading: (45)	Re: Don't buy a Dell I just bought a Lenovo during the black friday sale, and its AWSOME! Customer service was great! __________________ *I Brew the Beer I Drink*

12-08-2011, 03:40 PM	#3
Silound ex-CS Swamp Gorilla Join Date: Nov 2008 Location: Somewhere in a swamp, south of sanity Posts: 802 Trading: (15)	Re: Don't buy a Dell If I understand you correctly, you were attempting to make a purchase, and pay for it using gift cards you already had in your possession? What exactly was the problem? Were the employees not knowledgeable in how to handle the transaction? Was there a language barrier issue? Your original assessment, however...that I have to disagree with rather strongly. The frustration is understandable, but you haven't told us exactly what happened. You may have had a bad experience with them, it's understandable, it happens to almost everyone with just about any company possible (including myself and Dell a few times). More factors than we can think of go into making a company operate smoothly, and just one random, seemingly insignificant factor can cause the whole system to come to a crashing grinding halt in mere moments. Being the the tech field for over 12 years, I have absolutely nothing against Dell as a company other than the period where the call center was outsourced to Asia somewhere. I generally recommend Dell products to most people purely because of the superb warranty service. And I've ordered numerous computers via phone and web orders before from Dell with not a single problem on their side. __________________ Back in black, and better than ever! You can't keep a good gorilla down! LSU Geaux Tigers!

12-08-2011, 03:54 PM	#6
icehog3 Admiral Douchebag Join Date: Oct 2008 First Name: Tom Location: Clermont, Kentucky Posts: 71,772 Trading: (60)	Re: Don't buy a Dell I have owned 3 Dells since the company started, and have been happy with their products and their customer service. __________________ Thanks Dave, Julian, James, Kelly, Peter, Gerry, Dave, Mo, Frank, Týr and Mr. Mark!

12-08-2011, 04:16 PM	#8
Brutus2600 Your resident lancerHO Join Date: Apr 2010 First Name: Brian Location: Fort Worth, TX Posts: 2,063 Trading: (46)	Re: Don't buy a Dell Since our company had a Dell contract for most of the time I've been here and I buy a lot of things from Dell, I've dealt with their customer service a lot. I agree, sometimes it is the BIGGEST pain in the ass the way they do things. Most of the time though their CS department gets it right and their prices are pretty fair. Those few calls that don't go well though really do put a sour taste in your mouth though. Sorry to hear your frustrating story

12-08-2011, 04:46 PM	#9
Taki Welcome to the Layer Cake Join Date: Aug 2011 First Name: Taki Location: The Creek Posts: 2,271 Trading: (38)	Re: Don't buy a Dell MAC Baby!!!!! __________________

12-08-2011, 05:08 PM	#12
Bill86 Snob Join Date: Jul 2010 First Name: Bill Posts: 6,704 Trading: (67)	Re: Don't buy a Dell All of the Dells I use work just fine. But outsource CS sucks, too bad everyone does it. __________________ I'm drunk......but I'll get drunker! - Doug Stanhope

12-08-2011, 09:01 PM	#13
BnBTobacco Guest Posts: n/a	Re: Don't buy a Dell I'm sorry to hear that Duane. I loved Dell but when my computer broke, I replaced it with a Mac after gathering opinions here.

12-08-2011, 11:51 PM	#14
Weelok I'm nuts for the place Join Date: Jul 2011 First Name: Dave Location: Reno, NV Posts: 4,124 Trading: (21)	Re: Don't buy a Dell Bunch of Dell fan boys on here. Build your own. Better computer for the money. Only reason to buy Dell is for a laptop. Go Mac if you want a laptop.

12-09-2011, 12:09 AM	#19
Weelok I'm nuts for the place Join Date: Jul 2011 First Name: Dave Location: Reno, NV Posts: 4,124 Trading: (21)	Re: Don't buy a Dell In other words if your mad at Dell don't support them. Macs work great but a little pricey in my opinion but just as fanatic a fan base.

12-09-2011, 01:02 AM	#20
AlohaStyle Have My Own Room Join Date: Sep 2009 First Name: Ryan Location: WA Posts: 1,168 Trading: (40)	Re: Don't buy a Dell I'm on a Dell right now and had issues when I bought it, but they made up for it and I will continue to be a Dell customer depending on future needs because **** happens and all companies make mistakes. I was pissed though because I bought a laptop on the Dell outlet site. A couple days later, I found out the extended battery physically stuck out on the bottom which I didn't want nor stated in description so I called customer service to see what the return policy was. I was told if I processed a return before I received it, I would not have any restock fees. I asked again and was told yes, I can cancel without fees/penalties so I did. I then immediately bought a different Dell without the extended battery. When I received the 1st laptop and called CS to get a shipping label, I was charged 15% restock. They did not honor what I was previously told and after talking to multiple supervisors, they told me the original CS person had no authority to waive the fee. That is such BS because how should I know who has authority? I went by what they told me and then they did not honor it. They did not back down and I was stuck with 2 laptops. I then googled a few Dell Executives in PR/Marketing/Sales and emailed them letters. 2 days later I got a phone call from customer service apologizing and waived the 15% fee. I was happy the Executives actually listened and cared about a regular customer. For that, I will continue to use Dell.