THE WORST CUSTOMER SERVICE EVER !!!
After being a loyal HP customer for years with 3 working HP laptops today, I decided to try a Dell product two weeks back. I honestly did not expect to spend over 20 hours on the phone with the Dell Customer Service Department, along with other unexpected financial reproductions.
The order I had placed was for a new laptop which comes with complimentary “Bose SoundTrue around-ear headphones”. That equated to 2 different order numbers and 2 different shipping orders.
This pair order (2 order numbers) became 4 pair orders (8 order numbers) after each pair was cancelled by the “verification – fraud department”
These 2 orders (one laptop and one headset) along with 2 shipping orders were later cancelled by the Dell Verification/ Fraud Department. I called and spoke with Mohamed and Ahmed. Their only explanation was that my bank declined the charges. When asked, both Mohamed and Ahmed said they tried calling my phone number for verification. I did not receive any calls, missed calls, or voice mail messages. As a matter of fact, I had my cell phone on me at all times.
I should mention that I used 3 different credits cards throughout this process and when I called the respective financial institutions, I was informed that there were no issues with the pending transactions. Please note that these pending transactions later became charges.
After the 4th order cancellation, I spoke with Rency and connected her to one of the credit card companies via 3 way phone conversation. She was able to confirm my details and later called FedEx to have them proceed with the shipping order and disregard the Dell cancellation notice. Thank you very much Rency. Now she knew almost all my private info used for this 3th credit card. But she did her job.
When my laptop finally arrived and I turned it on, the first message seen was: “Hard disk – Not Installed”. As you can imagine, I called the Dell Customer Service Department again and asked to return the 2 packages (laptop and headset), being highly unsatisfied to say the least. I was transferred to the Dell Cancellation Department and connected to Jasse. He insisted that I call the Dell Technical Support line and have them fix the problem. I declined his offer and $50, next $80 offer and proceeded with the cancellation process.
About Jasse – he don’t have to much time to listen to you. You need to keep him focused to not hang up before he will start on the second order number. You don’t want to lose other more than 2 hours on some phone waiting line.
The laptop and headset were returned and received by Dell. However, I have to wait up to 30 days for my refund. I am also undergoing a “charge dispute” with one of the credit card that was charged by Dell.
About the "charge dispute" on the second credit card for a “canceled order” by the “verification department” – MOHAMED. After your order is shipped the credit card is charged. But because you fedex was canceled before delivery and returned to Dell it is your problem to “dispute” with your card company. Dell will tell you: Credit card not charged because your order was cancelled.
Also because you are on these phone waiting lines it is better if you use multiple phones at the same time. Their system will not take the first call. When I called for return, after 20 minutes, I called the same Dell phone number from a second cell phone. After other 20 minutes I was able to speak with Asis – return department using my second cell phone. The first cell phone still in waiting line after more than 3 hours...
THE WORST CUSTOMER SERVICE EVER !!!
In summary, I think it would be beneficial for you to know about my experience and possibly share it with your friends.
After being a loyal HP customer for years with 3 working HP laptops today, I decided to try a Dell product two weeks back. I honestly did not expect to spend over 20 hours on the phone with the Dell Customer Service Department, along with other unexpected financial reproductions.
The order I had placed was for a new laptop which comes with complimentary “Bose SoundTrue around-ear headphones”. That equated to 2 different order numbers and 2 different shipping orders.
This pair order (2 order numbers) became 4 pair orders (8 order numbers) after each pair was cancelled by the “verification – fraud department”
These 2 orders (one laptop and one headset) along with 2 shipping orders were later cancelled by the Dell Verification/ Fraud Department. I called and spoke with Mohamed and Ahmed. Their only explanation was that my bank declined the charges. When asked, both Mohamed and Ahmed said they tried calling my phone number for verification. I did not...