UNSOLVED
Another WORST Customer Experience Rating
OK, so we say it is the worst customer experience we have received. How many who have posted on here actually receive a response from Dell Customer Service? This is 'right under Dells nose' so they have the option to quell such bad feedback and turn the negative customer experience into a good, and positive one. If they choose to ignore it, then it remains the WORST customer experience I have experienced. :emotion-39:
Today, I sent Dell CEO, Mr Dell, the following email. Reading, your postings after I sent the email, and also from reading feedback on other blog sites, it would appear that I am not over reacting.
Dear Sir,
As an Australian Customer, I am absolutely appalled with the customer service that Dell has provided to me. I chose Dell, because I thought I was getting a superior and reliable brand - I believed this from past comments, however, I will never know as I have cancelled my order.
I cancelled my order because the delivery was double the time that I had anticipated. This is when my troubles began. The customer service is the most unprofessional and worst I have experienced. Dell Customer Service Representatives are rude, they are unhelpful, and I still don't know if I receive my refund of AUD $548.99. I have been hung up on, I have been refused the right to speak with a supervisor - your customer service representatives refuse to provide confirmation of my cancellation. I have decided that after lodging a formal complaint with you, I will be lodging a formal complaint in my state, with Consumer Affairs Victoria, as I firmly believe that Dell are refusing to refund my money for a product that has not left your warehouse, and that I have not received.
I am frustrated that I have taken this amount of time to try and resolve the problem, however, in an economic and global climate as today, it really does not surprise me that international corporations, such as Dell deserve to fail, because they are not focusing on their customer service. I really hope that I get my refund so that I can buy my mother the computer that I wanted to as a surprise. Unfortunately, it was not to be Dell based on your poor customer service. Please Sir, I have researched this online, and this is not a one off - it really is appalling.
Thank you for your time.
Thank you Robert for taking the time to try and assist. I have contacted you as requested in a private message and provided you with appropriate details, so that I do not violate the terms of services.
For the rest of the subscribers reading this post, I have to inform you that the customer experience really gets worse with two Dell Customer Service Representatives emailing me and providing conflicting time frames when I am to expect a refund. Please refer to both responses below. This is disappointing as it usually only takes 48-72 hours for a credit reversal, however, for some reason it may take between 1-2 weeks. Meanwhile, I am frustrated because the surprise computer I wanted for my mothers birthday, well, will be a belated one from another company.
Dear Darren,
Thank you for contacting Dell Customer Service.
Your order is cancelled
We will be processing a refund with the total amount of 548.99 and it will be reflected back to your account within 1-2 weeks time.
Thank you.
Dell Customer Service----- [collapse]Original Message -----From:To:Sent: Wednesday, July 29, 2009 4:07 PMSubject: RE: Reference:Hi Darren
Greetings from Dell.
My name is Prem. I am from the Escalation Team.
First of all my sincere apologies for the unpleasant experience that you has with us.
We appreciate your effort in outlining the below concerns to us. Your feedback is valuable for us to improve our service to our customers.
All our customers are important to us and Dell will make every effort to deliver goods in the shortest time possible.
However delivery is subject to parts availability and transportation constraints, therefore our dates are approximate and subject to change.
Please be informed that your refund is in progress now and the payment should be refunded to you by end of this week.
I will provide you the updates on the refund again tomorrow.
Brian, Dell takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your
next transaction with us is handled efficiently
Thank You
APJ Executive Escalations Specialist
Dell | Global Consumer Business Operations
[/collapse]notimpressed200
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Posted July 29th, 2009 18:00
Good job in getting the problem in front of an escalations specialist. That's the only way things get fixed quickly.
Yes, they continue to keep me in the loop, I have just received the following response within an hour. I am still concerned, as credit reversals are an immediate thing i.e. it can be reversed immediately, it just takes 48-72 to appear on a statement, so there is a hold up somewhere. Will keep you posted, and if you are passionate about good customer service like I am, stand up for what you believe in!
I understand your concern here because you have received 2 different emails.Please understand that this case has been escalated to me and I am personally looking into thiscase now. I am very sure that the refund is in process and should be refunded by end of today or tomorrow.The email you received from Customer Service says it will take 1-2weeks is because, usually after Dell transfersthe payment into cust's account it would take 3 working days to reflect in the statement /account.Hope the above will help clarify your doubts. Darren, please be rest assured that I am taking ownership of thiscase now and will be giving you a reference number once the refund completed.Should you have further concerns please do write to me.Thank You
APJ Executive Escalations Specialist
Dell | Global Consumer Business Operationsnotimpressed200
3 Posts
378
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Posted July 29th, 2009 18:00
BTW, great letter!
Hrova,standard practice here in Australia. The company likes to know they have the money before shipping.
I should update that the escalations person has now resolved this, providing the refund and a reference number. I will check my account tomorrow, and hopefully the money should be returned (fingers crossed)!
I have gone ahead and just purchased another product from a company here in Australia - superb and hassle free service I must say!
Robert P (retired)
6 Operator
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9396 Posts
378
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Posted July 29th, 2009 10:00
meechring,
Sorry you are having a difficult time with ordering your computer.
If you could Private Message me by clicking on "contact" below and then selecting "start a private conversation with Dell-Robert P", I'll see what I can do to assist. Please send me your Order Number, Customer Number, and a Telephone Number where you can be reached. Please do not publicly post your information on the Forum, as that is a violation of the Terms of Services. Thanks.
Regards,
Robert
Robert P (retired)