Dell Technologies - Round Rock 5 — Local services in Round Rock

Dell is an incredibly unscrupulous and anti-customer organization. The short version of my ongoing and lengthy battle with them is this: I bought a 2018, high-end, custom, upgraded laptop. I paid for expedited shipping. It never showed. FedEx shows that they never delivered it. FedEx says they don't know where it is. Dell spends weeks telling me I have it. After going through over a dozen offshore representatives who do nothing but claim they will escalate the concern and investigate if there are issues (no computer delivered isn't an issue?). Computer finally arrives - promises to refund the expedited shipping prove to be more lies. Months later, the LCD dies. No damage, no other issue - still under warranty. I go through the process, send pics, am assured (they make a lo of assurances) the screen will be repaired or replaced and returned to me within 10 business days. Twelve business days later, I get an email claiming they'd tried to phone (phone records prove this is another lie), that now all kinds of things are wrong with the laptop and that all of it is out of warranty. As much as I hate Dell, the laptop -- aside from the LCD malfunction -- was working beautifully, packaged impeccably (and I recorded the packing process), and flawless when it left my hands. The email says I need to pay $ to get my laptop back. I call minutes after receiving the email, and now the cost to get my laptop back is $$$. I assert that I know and can prove nothing was wrong with it, record the call, then, because I wasn't in a position to be without my computer any longer, paid the extortion rate (the email rate, because nothing happens with Dell unless it's in writing). Another three days before that's acknowledged. A laptop box arrives, I open it in eager anticipation of getting back to work and school, and... my 2018 silver custom upgraded laptop is not in the box. The obviously peeled off and moved service sticker is, and most of the files from my hard drive are, but in the box is a 4 YEAR OLD GOLD laptop that's not even the same model. With my sticker on it. Weeks of daily conversations and one-way communications via email, chat, and phone, and all any rep did was claim to escalate. Pictures of the obvious difference between my system and this outdated POS sent. To this day, I'm still fighting to get basic justice in the form of a) the computer I ordered and b) a refund of the bogus repair (extortion) charge (LCD was under warranty, of course). A little research and I found thousands of accounts of people being stolen from via Dell "repairs" that are actually illegal conversions (theft). It's like charging you for a new transmission when you absolutely only needed a new air filter. The difference is when you give them your brand new car, they give you a four-year-old car and swear to you it's the same vehicle you gave them. What kind of business engages in this level of rampant gaslighting fraud? Run away from Dell. Go Lenovo, Surface, Mac... honestly, anything else. I assure you (and I actually know what the word means) nothing is worth the stress, frustration, damages, and disgust of...

Dell's customer service is deplorable. I have been a loyal customer for over 20 years, my first ever pc being a dell. Years back they had customer service based in north america and if there was an issue they would send a technician or a box to your house right away as long as your computer was under warranty. I had to post a review because the experience I have had with them over the past week has to be one of the absolute worst customer service experiences I've ever had. Spent 3 hours on the phone installing useless software to try and troubleshoot when the problem was clearly hardware the whole time but saji patel had to "rule everything out" before finally sending a box to send it in.

Upon receiving the computer back again, the hd and ram were replaced entirely. But upon booting up it displayed blue error screen nearly right away. Called back and was given the runaround, transferred to incorrect departments, and support techs refused to let me speak to their supervisor. Seriously?! There must be some kind of penalty if they escalate the situation as it seems they're pushed to fix the problem themselves. Which I understand but is extremely frustrating and counter productive to remedying the situation when there's clearly nothing more the tech can do but they just want to save face and not receive demerits. They finally sent a technician over who replaced the motherboard, but it still won't work. And after all of this they still won't send a brand new computer.

I was even told by one of the reps (obviously this was to get me off the phone) that if the technician couldn't fix it than Dell will replace the computer. I am now being told that this was never the case. They just flat out lie to you, berate you, and English is not their first language so both sides have a hard time even understanding the other person. For $2500 plus the cost of the "premium" warranty, my money would have gone a lot farther with apple. I mentioned this to one of the supervisors who cut me off several times and told me it would be resolved and to "be patient" after a week and a half of nonsense. The people with whom I spoke were short, unhelpful, and seem to only care about getting you off the phone as quick as possible without getting a bad report.

I love Dell's computers but this experience has been so dreadful that I don't know if I can keep buying them until they take a serious look at their customer service model. Judging by the other reviews and friends who own dells, I know I'm not the only one with customer service horror stories. Spending more to have centres in North America will pay off in the long run, as this is what originally drew me to dell. Because before they outsourced to India, their customer service was outstanding.

Dell if you want to retain customers, I HIGHLY suggest you dramatically improve...

What? There is no option to give a negative 100 star rating? Oh, Dell how am appalled with your policies & products! It is impossible to reach you & once one reaches you, they represent the Dell brand name & reputation. If a service experience does not have a resolution, one is not allowed to go up the chain of command. No customer is allowed to speak with a manager or corporate, or given the ability to receive a call back in the next 24 - 48 hours, a universal standard in the customer service industry.

I have worked in the customer service industry for over three decades. I have worked technical support for a very long time with hardware & software. Based on the customer service industry standard, Dell’s customer interaction is well below mediocre due to Dell’s mediocre policies. Dell is unwilling to provide tools to their agents to create a great service experience & improve the brand name. My company & our competitors in our facet of technology, with customers of all economic backgrounds, representatives of federal & state governments, had at the very least, 90 days no questions asked support & repair for our hardware & the software that makes the hardware operate. Why? Because it is reasonable & ethical to do so. If a software company’s product that is vital for the Dell hardware to operate fails, Dell needs to rethink their business relationship with the software company. I have requested several times that the escalation team call me in the next 24 to 48 hours to no avail from customer no-service as well as Corporate no-service. Everyone has been polite & have done their best to help me. However, it is sad & unthinkable that Dell does not trust their employees enough to give them the tools to develop & maintain a good name for Dell.

My Dell laptop was given to me as a gift for Christmas. At that time, I had no choice but to sign their “terms & conditions” in order to get registered. I am forced to pay for technical support on software that is vital for the hardware to operate. Software just as organic to the hardware, only a month and a week upon activation of the Dell product.

Dell if you truly cared about your customers, you would change your policies, move your call centers to the USA or hire teachers who specialize in English elocution an hour a day the first year your employees in the Philippines or India are on the job. They deserve it, your customers deserve it. If you keep your overseas valuable employees on the job, that keeps them from call centers that scam Americans & prey on the elderly...