tag:blogger.com,1999:blog-21296240869309000852011-07-14T05:52:08.778-07:00I initially ordered software support for 1 year this morning. After 5 hours of being put on hold, talking to several different people, and not having my issue resolved, I am requesting a refund- here's whyRoberthttp://www.blogger.com/profile/17476325849936148624noreply@blogger.comBlogger21100tag:blogger.com,1999:blog-2129624086930900085.post-4171494907496955252009-04-17T16:57:00.000-07:002009-04-17T17:06:39.120-07:00After 5+ hours on hold, being transferred to different departments, I decided to cancel the order.<div>Guess what? I was transferred another 3 times before I was hung up on. Each transfer took at least 10 minutes, some as much as 20+ minutes. </div><div>So 3 times, someone told me, "OK, you can cancel, let me get you to the right department." Then I was hung up on. Total wait time just to try and cancel? 2 hours 15 minutes.</div><div><br /></div><div>Still trying to cancel this worthless service! On hold once again as I called in.</div><div><br /></div><div>Lesson 1- never buy a dell in the first place.</div><div>Lesson 2- never use Dell tech support unless you plan on wasting several hours.</div><div><br /></div><div>I think Dell customer support used to be OK, but that is not the case for anytime I've called.</div><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/2129624086930900085-417149490749695525?l=dell-customer-support-sucks.blogspot.com' alt='' /></div>Roberthttp://www.blogger.com/profile/17476325849936148624noreply@blogger.com1tag:blogger.com,1999:blog-2129624086930900085.post-26325509440768839632009-04-17T16:33:00.001-07:002009-04-17T16:36:55.945-07:00<div>I initially ordered software support for 1 year this morning. After 5 hours of being put on hold, talking to several different people, and not having my issue resolved, I requested a refund.</div><div>It seems that each rep I talked to had no idea of my issue, we started from scratch, and I was passed around to different departments. I am actually about to purchase a new computer for my business expansion. I'm not sure who I will go through, but based on my bad customer experience, it will NOT be  a Dell.</div><div><br /></div><div>I don't think it's a personnel competency issue as much as a communication issue, and a lack of people on staff. Why does it take 20-30 minutes to go from one department to another? Why does the customer have to restate their entire history to each new rep on the phone?</div><div><br /></div><div>I just wasted 5 hours of my time I will never get back. This has me angry enough that I'm considering sending out emails to all the work associates and friends I know, JUST TO SAVE THEM THE PAIN I JUST EXPERIENCED.</div><div><br /></div><div>All this AFTER paying for a 1-year contract for support. Ridiculous. I'd expect companies like Dell to try harder during a recession. So, who to go to instead? Who has customer support in the USA? Or better wait times?</div><div><br /></div><div>P.S. This blog was created/marketed while I was hold with DELL to cancel my initial tech service order I placed this morning.</div><div><br /></div><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/2129624086930900085-2632550944076883963?l=dell-customer-support-sucks.blogspot.com' alt='' /></div>Roberthttp://www.blogger.com/profile/17476325849936148624noreply@blogger.com2