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Dell Customer Service Lied To My Face

post #1 of 7
8/11/08 at 8:29pm
Thread Starter 
Ok those guys have seriously crossed the line now.

For the past few weeks, I've been calling Dell and trying to change the shipping address of an order I made. This is because I am no longer living where the order is going to be shipped. Every time, the agent says they can't make any changes once it's in the system, and that I will have to wait for it to be shipped and then contact the courier. I know this is a blatant lie since I've read reports of other Dell customers getting their addresses changed by calling customer service. I don't know why they're messing with me in particular, but whatever, I'll try DHL.

The order is shipped today and I call DHL to change the shipping address. Suprise suprise! The lady on the line says they have a contract with Dell whereby the customer cannot change the shipping address w/o Dell's approval. I'll need to call them (at the same CS number) to get it changed. So those guys have been lying to me all this time.

I call CS now, and try again to get them to change the address. Again, same line as before. I tell them what DHL told me, and they just repeat the script again. I try a manager, but he just goes through the same motions as before. So now I ask to be transfered to the resolutions department, or the escalations department, and he denies those departments exist. If he had things his way, he'd be the one running the whole company.

This is entirely not acceptable at all. I do have his full name and employee ID number though. Who do I contact to put their asses to the fire and get some results? Once I get my laptop, it will be the last time I ever do business with Dell.
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post #2 of 7
8/11/08 at 8:41pm
You can call Dell CS and report stolen or you can go back to your old house and tell them you are expecting to receive a package and they will be kind to let you know when it comes. You probably will receive a slit sheet and have to pick up at local shipper and you need ids.
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post #3 of 7
8/12/08 at 3:17pm
You could ask DHL to hold it for pickup. I know when I ordered my laptop I wanted it sent Hold for Pickup since I'm in DHL every morning getting parts. Unfortunately Dell didn't comply, so I asked the DHL center to hold it for me. However, YMMV because the people at my local DHL office know me.
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post #4 of 7
8/16/08 at 12:46am
Hmm, i do believes the calls are recorded for Dell's customer service experience enchancement program. Yet the only way i know is to report this incident to the HQ, which i don't know where that is in US.

My personaly experience is not worst then yours but annoying. It was my call to Compaq Service Center to register a problem profile of my laptop and get the service center address. My laptop mainboard was blown up and this is covered on free repair listed on the compaq site and when i call the assistance denials to repair my laptop until i told him everything i know that forced him no choice but to make a profile of my laptop and give me the service center address. They changed a new revised (new version) mainboard and everything is now ok.
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post #5 of 7
8/27/08 at 3:24pm
the tech is lazy and dont feel like doing ask to speak to a manager.
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post #6 of 7
9/4/08 at 3:49pm
One of the few negatives I have to say about Dell: DHL shipping. I've never had good luck with DHL. I can say they are very cheap, but then again you get what you pay for...
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post #7 of 7
10/15/08 at 12:49am
The reason I will never buy Dell again is because of the BS i've had to deal with.

1st off I personally had my issues with the fact that their custom service is always in india or the phillipines .

But I suppose thats an American attitude.
I also once out of frustration tried to pretend I was a Biz customer & then got American customer service in Texas.& got GREAT customer service until at the end of the phone call when he finally realized I was a home customer & not a biz.

Then later on I sent in my LapTop again for repair & it turned out to only be a bad power adaptor & they replaced it & sent it back to me at $150.00 charge.
If I would of know better I would of simple bought once much cheaper at Frys or something.

Anyways I get my next monthly bill & they add'ed $400.00 to my bill & then I spent about the next 8 months or so fighting with them on the phone & they even had me fax them the copy of my work invoice showing the work that was preformed in their Texas facility that stated all that was done was a replacment power adaptor cable.

Yet they refused to drop the additional $400.00 charge.
They claimed that their records showed that they replaced my mother board.

Yet I told them that its not my problem I have all the legal paper work stating the only repair was a power adaptor & no where did it in anyway mention anything about a motherboard.

So even if it had been replaced this should not be charged in my opinion because that must of meant that the repair guy messed up his paper work & Dell should eat it.

Show me some documentation showing proof that this work was actually done.

To make a long story short I finally got so DAMN FRUSTRATED that I just paid it & swore to NEVER EVER use Dell products again.
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