Poor Dell service

[Wolfhammer1]

Just as the title suggests.

Something happened to my Dell Latitude 3540 overnight which rendered it useless and not able to start up.

So I started a support chat with Dell. At first I thought wow great service because they claim to have next business day warranty on my system. The service call was created yesterday at 12pm and that means the service technician is suppose to call the same day and confirm an ETA for today. Which never happened. This morning at 9:30 ish I received a call that stipulated the service parts did not arrive and they won't be able to complete the service call today. Now I do not know if my fellow Dell users have ever experienced this but I will never buy a Dell device again. It is a work laptop and because of their service I am not able to do work. That means my company is losing. Because of a sudden "backlog". My opinion is that if there was a backlog why did they not inform me yesterday so I could plan my day.

If someone boldly said that your problem will be resolved by the next business day I expect them to follow through on that.

I wasted my time sitting around waiting. Unacceptable!

Share your thoughts.

 

[Del Piero 10]

Dell are amazing with their support but if there's a shortage of parts not much can be done, logistical issues can be dealt with if you complain to the company that supplied the laptop. Contact the company that supplied the laptop & have them escalate the support through their distributor. That should speed up things. If it was sourced directly through Dell, have the IT admin handle it.

 

[maumau]

I would have been very impressed that they phoned to tell you there was a delay and explain why. In my book that's good service, although I understand the problem.

 

[ponder]

Now I do not know if my fellow Dell users have ever experienced this but I will never buy a Dell device again.

See if you get better service with any of the other manufacturers, highly doubt it.

Their service is really good, it's not perfect and sometimes they can't make it in the allocated time. Has this never happened to you?

 

[grim]

Dell SA is busy restructuring their support and has retrenched a lot of their support staff to outsource it to other companies. The outsourcing process hasn't been finalized which is probably what is causing the backlog with their support.

 

[fonoi]

You should try the other brands... Dell wins hands down with service, I have had waits of three weeks with other brands 3 day service....

 

[grok]

I would have been very impressed that they phoned to tell you there was a delay and explain why. In my book that's good service, although I understand the problem.

Although I feel the OP's pain I have to agree .. unexpected stuff happens to everyone, what matters is how the company handles such events.

 

[Purply]

Go to hellopeter and do a search for DELL , you'll be surprised.......

 

[Wolfhammer1]

Thanks for your replies. I do admit that I was really in need of my laptop since I use it for work. And in that situation I expect better but I do know that if parts are not available then they can't do anything. I received a call from dell support from America to apologize for the delay and on Monday they will call to give me an update. I do admit that they have good service cause they did everything they could to help. I just think they need to have more stock some they do day to day service repairs. And to be informed earlier would be better.

 

[absynth]

I helped a friend with a Dell that died overnight.Dell support was excellent.They came out on the days they specified to repair it.Eventually after exhausting all forms of troubleshooting and repairs they couldn't fix it and replaced with an even better more recent model,no questions asked.I give them a thumbs up for excellent service.

 

[Wolfhammer1]

And still no change in my service call. No update, nothing

 

[ponder]

That's not very nice but you would still have worse luck with any other brand out there.