Dell Disasters

Anyone as disappointed as I am in the decline in service provided by Dell? There were always horror stories, but they have done huge volume so this is to be expected. But, in an obvious attempt to wring cost out of their support systems, they have placed the onus for service on the buyer. Here is a personal account of one small example that seems to be indicative of larger concerns that company should have for its brand:

I am attempting to purchase a new tower computer for my daughter. I configured the machine online, got a good price and went off to the races. When I mentioned the configuration to my wife, she suggested I have the Linksys Wireless G card factory installed so that, when it arrives, we can get it up and running with less fuss (and fewer complaints from our impatient six-year-old). I agreed this made sense, so I attempted to contact Dell. The website said that I had the opportunity to change/augment the order as long as the machine was in the "build" stage (which it was).

Step 1: I tried to augment the order online. This seemed to be in line with their instructions (if you ordered by phone, call; if you ordered online, update online), but, I landed in the wrong channel. The site prompted me for the type of machine I selected, so I chose Home/Home Office (it is an E510). My order number was not found, however, even though it was accepted and I received the confirmation e-mail.

Step 2: I called the number on the confirm e-mail. All it would provide me was order status ("in the build stage" -- it even asked me to write that down...a little insulting). When it asked if I wanted to check another order and I answered 'no', it hung up on me. No option to speak to anyone.

Step 3: I called the main Dell sales number. They also couldn't find my order number, but at least asked if I was receiving a corporate discount (like many companies, mine has negotiated an employee discount for purchasing Dell products online). That put me in the Business channel, even though I was purchasing a Home system. The courteous representative gave me the number and wished me good luck (little did I know at the time that he was being ironic). The department I then connected to was closed (it was 7PM Eastern time in the US).

Step 4: I e-mailed the link provided in the confirmation message. I received an automated response quickly that they received it and then another in an hour or so that read my text and determined that I wanted to change my order (correct!) The instructions, maddeningly, referred me back to my Step 1. This is when my attitude began to deteriorate.

Here is my first exasperated e-mail to them:
PLEASE help me! I am simply attempting to correct an order I placed on-line (see details below). I ordered a desktop computer, but neglected to add an
upgrade for a Linksys Wireless G network interface card. I have called several numbers and have been told I need to speak to a different department (who is always closed) or that I have called the wrong division. I have also attempted to use the online links provided to no avail. This is quite frustrating. I am actually attempting to spend more money with you and I keep ending up in blocked corridors of service. You should not expect your customers to be experts in navigating your labyrinthine service channels.

Please assist me, or I will consider canceling this order and going to one of your competitors.

I received a heartfelt response that sent me back into the maze (see the following):

Dear Mr. XXXXXXXX:

Thank you for contacting Dell's Online Customer Service for our Employee Purchase Program customers.

I understand that you would like to add Linksys Wireless G network interface card to your order. Please accept my apologies for the difficulties encountered when attempting to resolve your issue. I assure you that your situation is not indicative of the quality service Dell is capable of providing. I am truly sorry that we were not able to provide an experience that was completely satisfactory to you.

Unfortunately, Customer Care does not have access to pricing or detailed product information. Dell Customer Care takes care of post purchase logistics and other customer satisfaction issues.

Please contact our Software and Peripheral department for better assistance with this issue, they will be more than happy to assist you with your request.

You may call them at:

1-800-449-3355 ext 72-40168

A representative will gladly assist you in placing an order for the Card suiting your needs. Moreover, they shall also be able to provide comprehensive assistance with payment options, ongoing promotions, and any discount structures available in the segment.

You may monitor the progress of your order online using your Dell order number and customer number at:

www.dellcustomercare.com/orderstatus

As soon as you get a notification that your order has shipped, the shipper name and tracking number will be listed in the order status page. Please contact the shipper at that point of time and schedule the delivery as per your convenience.

Mr. Thompson, I apologize that I am not able to assist you with this issue directly.

You may receive a survey requesting your feedback on your Dell experience. Please take a moment of your time to complete this survey and provide us feedback on how we deliver to your customer needs.

Thank you for choosing Dell.

Respectfully,

KC_Pramod
Customer Care Specialist
ABU Customer eCare
Dell Inc.

Anyone want to guess how I'm going to respond to that survey?!?

Dell needs to wake up to the fact that the hardware and software they can provide are commodities and that the only way they can differentiate themselves is with service. In this case, they have CLEARLY stood apart from their competitors...at the bottom of the list.