Today seems lie my day for venting about bad customer service. Last week dropped something on my laptop keyboard breaking two keys. Actually, I was able to get one back on but the other (the colon key) I was unable to re-attach. Yesterday, I finally ordered a replacement keyboard. Here was the excruciating process.
I used live chat and connected with someone who told me the only way to deal with the broken keyboard was to put in a new keyboard. I had suspected that – no problem. They said to wait a few minutes and they would order the keyboard for me. Great – so far so good. After waiting 15 minutes they came back and told me that, for some reason, they were unable to order the part and I’d need to call sales. Not good. When asked if I was happy with the support experience I let them know it was not great. I was transferred to a supervisor.
I called Dell Sales to order the keyboard. As is the case with phone systems nowadays, I was asked a bunch of questions by a computer to direct me to the right department. I find this to be annoying especially because many times they don’t understand your responses the first time. I spoke to a sales person who was able to order the part. I made it clear that since my keyboard was failing I was willing to pay the additional charges to get an overnight shipment. That seemed to go well.
In reviewing my emails from Dell this morning I discovered that some how, some way, the guy had entered two orders for the keyboard. The one that was shipped was shipped ground, meaning I wouldn’t get the keyboard for 3 – 5 business days. The second order for overnight shipment was canceled.
I called Dell this morning to rectify the situation. The first person I spoke with verified what I had already discovered and apologized for the mistake. However, she was unwilling to assist in any way other than transferring me to sales. I had hoped customer service would make some attempt to make this right. No such luck.
I was transferred to sales (again) and the person was able to order the keyboard. Interestingly, they came up with a different part number than the person I originally spoke with. This keyboard replacement, according to the person I spoke with came with complete instructions and a tool to help install. I asked about overnight delivery. He kept repeating that it would be shipped in 7 days. I asked if the part was in stock. He told me it was. I asked why it could not be shipped over night and he said it could but it would be shipped in 7 days. Why? Because its shipped from a separate warehouse. We went around in circles about 5 times before I finally accepted his answer hoping that it would be shipped today for delivery tomorrow. This kind of disconnect between sales and the warehouse is unacceptable. In addition, they will only sell refurbished parts.
I don’t know what is going on with Dell but this makes me want to look elsewhere for future hardware purchases. I have nothing against Indians, but it does make it difficult when everyone you speak with has an Indian accent and they are difficult to understand.
Many customer services departments in companies now spend a lot of money on survey companies to see how your experience was. Why not spend more money on better customer service and get it right the first time?
OK, I’ve vented. Do I feel better? Perhaps when I get my colon key back!
Posted by rsalit 
