Dell Customer Service
Customer "Care" - Delivery

As a long-time customer of Dell Computer, having purchased multiple computers from Dell, I am very surprised at the poor "customer care" I received when placing an order for a TV over the Black Friday weekend. I felt deliberately deceived by Dell's rep who assured me delivery time in advance of the holiday. The order was placed on this assurance, but when asked to confirm shipping, the rep would not reply after multiple e-mail attempts. Two weeks later, having heard nothing, I called in to check status and was told it will be 30 days out. Why was I not notified this GIFT that was ordered on their assurance of timely delivery, was now on BACKORDER? I requested we cancel the order or inquired about perhaps a different model or brand at a comparable price. I was told I could get a discount on a replacement model that was in stock, but I would need to pay the full price for it today, and then after I got the TV, I would need to call back to receive the discount. WHAT??? NOT good business practice. Why not give me a good price on the second model and sell a TV today? Quite honestly, I don't trust that when I called back, I would receive any discount at all. I was willing to pay more but did ask for a decent discount based on what happened. When I lodged my concern with Customer Care, all that was offered is that "We are documenting your feedback, thank you." I was offered to speak to a manager in customer care, but miraculously the customer care manager was not available to speak with the customer. Dell's attention to the customer has steeply declined and I have made my last purchase with them. I would go elsewhere to spend your money.

Company: Dell Customer Service
Country: USA

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