my laptop’s unwell. Actually it’s not my laptop, it’s for my mother. We’ve ordered at least four Dell systems online in the past, with good results. The one time we had an issue they responded quickly and helpfully. So what’s changed?
Last week we ordered a new laptop for my mum. Ordered Sunday, arrived Thursday, everyone’s excited. Except it landed dead in the water. Well, part of its operation is dead at least… dead enough that we need it replaced. Sure, it’s frustrating but you know, they they even provide on site service the following day (apparently) so it’ll be okay.
Except it’s not.
Five attempts to contact and interact with Dell’s customer service has resulted in no response to any of the online requests for help. And of the two conversations with their customer support staff one resulted in a promise to send us software to upgrade the problem (even though we tried to explain it’s obviously a hardware fault)… regardless we never received the promised software, or any other subsequent contact from them. Several online requests and tickets ensued… I even completed their email survey asking if my order and delivery was a good experience. Even replaying in the negative didn’t prompt a response. And our last attempt today resulted in a promise to call back within two hours and some 10 hours later we are still waiting. Lucky it’s not life or death… since the thing’s dead anyway.
Oh well, ding dong Dell… they sure do smell. And no more purchases from me.
Meanwhile, the attempt at contact continues…
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