Dear Michael Dell (and assorted senior colleagues)
Congratulations, your company has now become (in my opinion) the most inefficient and rude online business that I have ever had the misfortune to deal with.
For most of the last two months I have struggles to complete a simple order for two Dell Inspiron 1545 laptops and finally received the second one this week. The process has been long and tortuous, made far worse by your customer service team in India continually failing to deal with me in good faith and follow through.
I have tried and failed to escalate the problem within Dell customer services and found the senior CS people as inefficient and rude as the junior ones.
I tried to escalate the issue to the management team at Dell UK in Bracknell and was told that there was nobody to talk to in the UK who could help and that I needed to continue to talk to Customer Services in India
I tried to escalate the matter direct to you, Michael Dell, Chairman and founder of Dell computers, not expecting answer direct from you, but at least to have the email passed on by a PA or intern to someone who could help.
I have tried to engage with Dell Computers via social media by writing on my blog (http://muttonsworld.blogspot.com), posting on Facebook and Twitter (@dbmutton). Despite seeing traffic to my blog from your Social Media monitoring service provider Radian6, nobody has attempted to contact me.
Despite 10 phone calls, 9 emails, 2 faxes, 1 online chat, 6 blog posts (including this one) and 10 tweets (all with the hash tag #dellsucks), I still have not been offered any significant compensation for all the hassle that I have endured in this process.
I now have an additional problem: the laptop that finally arrived has a slightly different software configuration than what I ordered. I have emailed the rep that placed the order about how to resolve this and have not received any response after nearly 5 days – I am getting very tired of this.
So I now have a simple question for you and your colleagues: How does an angry customer who feels he has been virtually ignored by Dell Customer Services resolve this situation when it appears that your business has no interest in taking my complaint seriously?
One last thing I will add – I still have an Inspiron 1545 laptop, ordered in error (wrong colour) by your customer services. According to your own customer services, it was supposed to be picked up and returned to Dell Computers this week. Unfortunately the courier turned up a day earlier than notified and I was not there. So I still have this laptop and have decided that I will retain it in protest. I will gladly discuss the return of this laptop and compensation for the unbelievable hassle I have experienced by Dell customer services. However, I will no longer deal with Customer Services in India as they have been given every opportunity to resolve this problem and have failed miserably.
I will now only deal with a senior executive of Dell Computers in the UK or the USA. If I don’t hear from anybody within 3 working days, then I will take the matter further and complain to the Office of Fair Trading in the UK
I await your reply
Dave Mutton
P.S. As with my previous email – I have posted this email on my blog http://muttonsworld.blogspot.com
2 comments:
I share your frustration and anger. I ordered a new Dell Vostro 430 two weeks ago. At the time I placed the order the estimated delivery was "7-10 workings day". After a week, I received an automated email advising me the estimated delivery was 9 April - 2 months after I placed the order!
The thing that REALLY irks me is the appallingly bad service I've had when I've tried to receive an explanation for the delay. Emails are not acknowledged or answered. And yesterday I spent 90 minutes being passed from one part of an Indian(?) call centre to another, with the robotic people I spoke to in turn saying "Just a minute ..." then putting me back on hold.
It was as if Dell really do not want to deal with customers. This was my first time trying Dell, and it will certainly be the last.
What I find frustrating is that I have been a very good customer of Dell over the years and have always loved the product and recommended it. Now this happens and I doubt I will veer buy dell again.
Warren Buffet is quoted as saying that it takes 20 years to build a reputation and jus 5 minutes to lose it
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