Dell
Outsourced support, wrong antivirus version sold, refusal after 21 days

Computer shoppers interested in customer service and support and expecting it to be good should be concerned when purchasing Dell Systems. This is an example of a company whose outsourcing for services in the global marketplace has in my opinion ruined its serviceability to its customer in North America. My experience in resolving technical issues and a problem with sales were semi-complete in less than a timely manner (multiple calls, several people, long waiting times). At times we experienced greater than one hour waiting times on the phone, shuffling of our calls through numerous people and sheer frustration! Case in point, Dell laptop crashes, needs several technical advisers to assist in reinstalling all software from start; advisor recommends expensive $249 anti virus software which is sold over the phone and sent via mail for installation. After realizing during install that it was sent for the incorrect Windows operating system, Dell customer support refuses to take software back and send correct version (never mind the advisor had to know what system was being used during the reinstall during technical support). This was the 5th computer from Dell and it will be the last. It is disappointing to see a company I once enjoyed doing business with (5 computers over the last several years) get reduced to the service level I have been experiencing. Despite returning calls back and forth on this issue over almost a month in time, messages get left and when we return the call get quoted on how because it is over 21 days nothing can be done (despite trying to resolve the issue well before their 21 day rule for returns). My faith is completely lost in the ability of this company to resolve my issue. I don't expect any response other than "we tried in good faith to resolve the issue with this customer". It's okay I'll take my money elsewhere on my next purchase. RE order number 984340789.

Company: Dell
Country: USA

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