hhmoore
tired & cranky shadow
I was pretty tempted to post this in HELL, but it's not my style to let it all hang out online.
I'm in the process of moving, and my current computer isn't coming to the new house. It's old (8yrs), and it hasn't been right since the 2nd time the power supply crapped out. It takes forever for it get going, and it locks up frequently...and it's just plain ol' time for a new one.
I am NOT a tech person, but I have a fair idea of what my needs are for what I do...and am likely to do during the expected lifespan of my next computer. I am not a fan of Best Buy, and most of the other options for purchasing a computer locally just suck. Dell used to be huge in this area, until they closed the local store(s) and their customer service went to crap...but I was considering one anyway.
What a fiasco. (Bear with me, this takes a while...but it won't take you nearly as long to read as it took me to experience this)
Tuesday evening, I started online with a Dell sales representative. I explained what model I wanted, and my basic requirements. There was actually a package already set up on their main site, but I was trying to get the EPP discount - for some reason, I couldn't even access the model I wanted there. She started trying to oversell me - pushing me toward a machine that was geared to gaming - and I was out of time and patience when I bailed on the conversation.
Wednesday morning (late)
I called, and explained my needs & the model/package I was interested in to the sales rep...then stated that I was fairly pressed for time, and needed to complete the transaction within 20 minutes. She stated that wouldn't be a problem, and asked me to provide a link to the package. Since I was already set up from the previous evening, things started off easily; but at the 20 minute mark, we weren't finished yet. I asked if there was a direct number to reach her to complete the transaction later, explaining that I had to leave for an appointment. She avoided that question, stating that she would be happy to call me back if I would designate a convenient time. I explained that I couldn't say what time I would be available, and reiterated my request for a direct contact number....and again the request was ignored. I interrupted whatever she was saying and asked her to save the information on my account, and I would pick up with somebody when I had a chance to call back.
Wednesday afternoon (about 2 hrs later)
I tried the online approach again. The (next) sales rep stated that there was no information from my earlier call on my profile, but he will be happy to assist me. I told him that I wanted a package that was not accessible from the EPP section, but it was shown on the main site. I provided him the link, and ID'd the specific package by name & by listing the RAM, hard drive, and processor specs. It should have been easy...or so I thought.
Instead, he kept telling me he was working on it, then finally said he was almost finished customizing my package. Customizing? I wanted a specific package. Why the
is this guy customizing it?? SO, he finally finishes his little project, and emails me the list.....he gave me a great price, and I would have been really happy with it, IF the had based it on the specs I had provided. I was seething when I pointed out that he had wasted 45 minutes of my time by creating a package that wasn't based on the specific details I gave him. He asked if he could call me in 10-15 minutes...I said no, and ended the call.
Wed afternoon - 10 minutes later.
I called & started with yet another sales rep...her first question to me was whether this was my first time calling Dell - my response: "unfortunately, no", I then explained that I had been trying unsuccessfully to order a computer, and was less than happy with my experience so far. She promised to do her best to help me, and asked for the details on the package I wanted. Time dragged on - it really sucks when the entire customer service team is based overseas, and English is not the primary language of the staff - but she finally emailed a quote on the package I wanted. Of course, she noticed that I had been sent a quote from another rep, and that had different coding and was about $150 less, so she wanted to figure out why. I happily answered that, telling her it was because the last sales rep was creating his own package, without regard for my specifications. She asked what I meant, and I explained that he downgraded the processors and RAM, and upgraded the hard drive...even though I specifically stated what I wanted, and directed him to the exact package. I assured her that the package she emailed me was what I wanted, and that I was ok with the price difference. I stated that I had to get off the phone, but that I wanted her to submit the order and email me with confirmation. She tried to continue the conversation, and I said "I'm sorry, but I have spent the past two hours trying to order this computer, and I have an appointment that I cannot be late for. I can't stay on the phone any longer, so please just submit the order and send me confirmation. I've got to go - thank you for your help, goodbye."
No confirmation email.
Friday afternoon, I pulled up the email she sent with the quote, and asked if she had submitted the order, and if she would send me confirmation.
Saturday evening, I called Dell Customer Support, and was told that if I hadn't received the confirmation email, the order was never submitted.
I didn't say it, but my thought was ARE YOU KIDDING ME?? TWO HOURS WITH THESE F-TARDS, AND MY COMPUTER STILL ISN'T ORDERED??
I went online tonite, and entered my customer number...and sure enough, I have no order pending.
Best Buy has an HP package that is fairly comparable for about $75 more. (I've recently been told that HP is now the way to go anyway - shows how much attention I've paid...last I knew, everybody warned people to stay away from them). I'm at least half leaning toward just buying a Mac, though.
I think I will make a point of seeking out an American customer service person at Dell, though, just to voice my complaint.
I'm in the process of moving, and my current computer isn't coming to the new house. It's old (8yrs), and it hasn't been right since the 2nd time the power supply crapped out. It takes forever for it get going, and it locks up frequently...and it's just plain ol' time for a new one.
I am NOT a tech person, but I have a fair idea of what my needs are for what I do...and am likely to do during the expected lifespan of my next computer. I am not a fan of Best Buy, and most of the other options for purchasing a computer locally just suck. Dell used to be huge in this area, until they closed the local store(s) and their customer service went to crap...but I was considering one anyway.
What a fiasco. (Bear with me, this takes a while...but it won't take you nearly as long to read as it took me to experience this)
Tuesday evening, I started online with a Dell sales representative. I explained what model I wanted, and my basic requirements. There was actually a package already set up on their main site, but I was trying to get the EPP discount - for some reason, I couldn't even access the model I wanted there. She started trying to oversell me - pushing me toward a machine that was geared to gaming - and I was out of time and patience when I bailed on the conversation.
Wednesday morning (late)
I called, and explained my needs & the model/package I was interested in to the sales rep...then stated that I was fairly pressed for time, and needed to complete the transaction within 20 minutes. She stated that wouldn't be a problem, and asked me to provide a link to the package. Since I was already set up from the previous evening, things started off easily; but at the 20 minute mark, we weren't finished yet. I asked if there was a direct number to reach her to complete the transaction later, explaining that I had to leave for an appointment. She avoided that question, stating that she would be happy to call me back if I would designate a convenient time. I explained that I couldn't say what time I would be available, and reiterated my request for a direct contact number....and again the request was ignored. I interrupted whatever she was saying and asked her to save the information on my account, and I would pick up with somebody when I had a chance to call back.
Wednesday afternoon (about 2 hrs later)
I tried the online approach again. The (next) sales rep stated that there was no information from my earlier call on my profile, but he will be happy to assist me. I told him that I wanted a package that was not accessible from the EPP section, but it was shown on the main site. I provided him the link, and ID'd the specific package by name & by listing the RAM, hard drive, and processor specs. It should have been easy...or so I thought.
Instead, he kept telling me he was working on it, then finally said he was almost finished customizing my package. Customizing? I wanted a specific package. Why the
is this guy customizing it?? SO, he finally finishes his little project, and emails me the list.....he gave me a great price, and I would have been really happy with it, IF the had based it on the specs I had provided. I was seething when I pointed out that he had wasted 45 minutes of my time by creating a package that wasn't based on the specific details I gave him. He asked if he could call me in 10-15 minutes...I said no, and ended the call.Wed afternoon - 10 minutes later.
I called & started with yet another sales rep...her first question to me was whether this was my first time calling Dell - my response: "unfortunately, no", I then explained that I had been trying unsuccessfully to order a computer, and was less than happy with my experience so far. She promised to do her best to help me, and asked for the details on the package I wanted. Time dragged on - it really sucks when the entire customer service team is based overseas, and English is not the primary language of the staff - but she finally emailed a quote on the package I wanted. Of course, she noticed that I had been sent a quote from another rep, and that had different coding and was about $150 less, so she wanted to figure out why. I happily answered that, telling her it was because the last sales rep was creating his own package, without regard for my specifications. She asked what I meant, and I explained that he downgraded the processors and RAM, and upgraded the hard drive...even though I specifically stated what I wanted, and directed him to the exact package. I assured her that the package she emailed me was what I wanted, and that I was ok with the price difference. I stated that I had to get off the phone, but that I wanted her to submit the order and email me with confirmation. She tried to continue the conversation, and I said "I'm sorry, but I have spent the past two hours trying to order this computer, and I have an appointment that I cannot be late for. I can't stay on the phone any longer, so please just submit the order and send me confirmation. I've got to go - thank you for your help, goodbye."
No confirmation email.
Friday afternoon, I pulled up the email she sent with the quote, and asked if she had submitted the order, and if she would send me confirmation.
Saturday evening, I called Dell Customer Support, and was told that if I hadn't received the confirmation email, the order was never submitted.
I didn't say it, but my thought was ARE YOU
KIDDING ME?? TWO HOURS WITH THESE F-TARDS, AND MY COMPUTER STILL ISN'T ORDERED?? I went online tonite, and entered my customer number...and sure enough, I have no order pending.
Best Buy has an HP package that is fairly comparable for about $75 more. (I've recently been told that HP is now the way to go anyway - shows how much attention I've paid...last I knew, everybody warned people to stay away from them). I'm at least half leaning toward just buying a Mac, though.
I think I will make a point of seeking out an American customer service person at Dell, though, just to voice my complaint.
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