Sunday, September 23, 2007

Incompetent or just Crooked?

Well, in case you are thinking that Micheal Dell is bringing dell customer service up to at least an acceptable standard... think again!

Despite the hundreds of millions spent by Dell to turn around customer service they are , if anything, going backwards... have a read of this story on

Nobody at Dell can help Kevin return two broken hard drives. Kevin's Seagate 320GB FreeAgent drive refuses to power on, and his 160GB Western Digital won't boot. Kevin sent Dell a note after wrangling with eleven CSRs over five hours:

I called tonight due to 2 harddrives I purchased 26 days ago. Both drives have completely failed. One is knocking and the other won't power on at all. I called Dell and have been transferred to 11 people and 3 different calls:

1st Call - 48 Minutes (Disconnected during transfer)
2nd Call - 91 Minutes (Disconnected trying to transfer me)
3rd Call: 138 Minutes - Disconnected during transfer.

I am fed up and it is absolutely ridiculous. They have no idea what department to send me to. So far I have talked to:
"Customer Care"
"Dell Care"
"Business Sales"
"Hardware support"
"Desktop Support"
"Technical Support"

I have 4 different case numbers they have assigned me and still nothing to show for it. They can't even tell me who I need to talk to or what I need to do to get the parts replaced. I have spent close to $240.00 and wasted hours of my time away from my family trying to repair this issue.

The original hard drive I ordered is an external drive that I was able to connect and move all of my data to... Then it just wouldn't power on. Tried multiple power outlets, will not power up. I have lost all of my data there.

Then I purchased an internal drive, I have had it less than a month and it is knocking and won't boot. I am very dissatisfied and the award winning customer care has to be the farthest from the truth.

Case #: 1734xxx82
Order Numbers:
718xxx24 - 160GB
710xxx785 - 320GB

The note didn't get Dell's attention, but a complaint to the Better Business Bureau did. A Dell representative called Kevin to arrange the returns:

BUT!!!! 30 minutes into the call as she is taking my address info and giving her apologetic speech...Oh wait! I'm sorry Mr. Hatfield but we can't replace these. Have a nice day.

Hopefully one of Dell's damage control ninjas can explain exactly which Dell department, if any, is responsible for handling busted hard drives.

So all I can say is way to go Dell! You make my job of trashing your company so much easier.. and you are so deserving of it that it is a pleasure!

1 comment:

Anonymous said...

I understand people have problems with companies and the way they handled it wasnt the best but are you guys serious?....Never heard of manufactures warranties..If a company usually sells something that isnt made by there company unless its like a solid computer itself.. its covered by the manufacturer last time I checked dell didnt make seagate hard drives...Do your reasearch you gotta call seagate.