Eddie On Everything

Dell Support, or lack thereof

December 18, 2006 on 1:15 pm | In business tips, consumer protection |

As a computer hobbyist and business owner, I’ve ordered a lot of equipment from Dell - computers, accessories, even an LCD television. Fortunately, I haven’t had to contact customer support very often. Today, however, I logged in to my account to see that Dell had taken it upon itself to cancel one of my orders without any notice. Thanks, Dell!

So I call the 1-800-WWW-DELL number to find out what the heck is going on. Now, I’ve been frustrated by automated voice operated phone trees before, but I have to say, Dell’s has to be one of the worst I’ve ever come across. The obnoxious “lady” on the other end misunderstood almost everything I said, and after 10 minutes of trying to get to a person I was finally put on hold for another 15 while they tried to find someone to take my call. The person who finally answered informed me that “Ok sir, it looks like that order has been cancelled.” Thanks, extremely helpful person from India. Here I am 30 minutes into this experience and you told me exactly what I already know.

“Let me see if I can find out why…. (CLICK!”

That’s right, cut off, right there. So I call back, repeat the process, and am cut off again after waiting for 20 minutes. No, I’m not kidding.

I track down a different number for dell order support, 1(800) 915-3355, option 1, ext. 7243784, and am told (again, quite helpfully) that the number will soon be disconnected, and that I should instead call 1(800) 247-2076.

So I do that. 10 minutes into being on hold there and “CLICK” cut off again.

You think I’m making all of this up, don’t you? I’m not. Frustrated by the phone systems, I go to try online support. “Sorry, all online representatives are busy.” What? Don’t you people have a queue?

OK - back to the phone support. I FINALLY get a fellow who I have a lot of trouble understanding. He tells me that “someone in Round Rock, Texas canceled the order. You will have to ask that person why.” Are you serious? I tell him to just reinstate the order, and he tells me that he can’t - the system won’t let him. So he advises me to call a “special” number - 1(800) 915 3355, extension 7428652. He assures me that the person there will be able to place my order. I call the number, type in the extension, and guess what — “This number has been disconnected…. Please call (wait for it) the main dell number, 800 999 3355.

Right. Back. Where. I. Started.

So here we are, over 2 hours later, and me still with no clue why my orders have been canceled.

Just a bad day for Dell? Maybe. Perhaps. It certainly ruined by day. And accomplished another goal as well — I am done with Dell. Not that they’ll miss my business - even though I spent about $50k with them last year, I’m by no means a large customer of theirs.