I ordered the Dell Venue Pro on 8/8. On 8/10 I received a call from Joann at Dell asking me to call her back regarding some options that she needed to clarify on my phone. That evening, the phone arrived and I called the # Joann left. I told the thick-accented Indian CSR that received a message to call in, but of course she had no notes regarding why.
While on the phone, I opened the box up and turned the phone on and was disappointed to discover that it was the Android model, and not the Windows 7 phone I had placed in my shopping cart. I explained right then to the CSR that I do not want the Android, but the WM7 that I had ordered. The CSR asked me what it was about the Android that I did not like. I explained that it does not have Office, Xbox Live, and most importantly, Windows! I explained that I ordered the Windows version, and that is what I expect.
She transferred me to another department. I had to verify my name and address and order number again to this new person. I explain the entire situation again, and what I want. He says that he may be able to switch operating systems on the phone, but to do so, he'd need to transfer me to another department. I'm going to save everyone about 2 hours of their time and skip forward to 9 CSR agents later where at this point, the inept Indian CSR agent, who I'm not 100% certain understood English to a competent degree, transferred me to T-Mobile. I have no clue why he transferred me to T-Mobile when I am an AT&T customer. For all I know, they sent me the T-Mobile version of the phone, would not surprise me.
After calling back, I was talking to the original department I had first spoken to 2 hours ago. The lady enters my information into the computer about why I was returning the phone and she claims she reversed my upgrade in AT&T's system (a point I specifically asked her to guarantee that it had been done and instantaneous, to which she said yes) and then asked if there was anything else I needed. I said yes, what about the phone I originally ordered? I want that! She said I would need to call AT&T for that. I informed her AT&T did not sell that phone, which is why I placed the order with Dell.
This whole series of events lead me to believe that Dell doesn't understand the meaning of customer service, because if they did, they would not send their customers to India, where the call takes 5x as long as it should, and never gets resolved to satisfaction. I feel that if I had spoken to an actual employee in North America who spoke English fluently, then this matter would have been resolved and I would not be writing this complaint against Dell. I'm disappointed that I received something different that what I ordered, however, I'm outraged at the horrendous "customer service" Dell is giving.
To make matters worse, I have to wait up to 2 weeks before I can even upgrade my phone again according to AT&T because Dell has NOT sent through a reversal on my upgrade. At least I was able to effectively communicate with AT&T since they use CSRs who speak and understand English!
I emailed Dell customer service the night of the incident and have not heard back, and that has been 4 nights ago. I left all of my contact information, email address, phone number, order number, etc. Just so there's not excuses on their end. I really don't expect to hear back from them. They've already lost my business forever, no matter how they decide to handle this. Nothing takes the place of real customer service. BRING THE CALL CENTERS BACK TO THE UNITED STATES IF YOU WANT TO STAY IN BUSINESS!!!
Stay away from this company, they don't speak english.
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