Dell, Inc
Customer Relations and Chat Agents Refused Management Contact Information

I am opening a small business and needed to purchase several computers to link via a LAN. Upon checking Dell's website, I had some questions with respect to some systems they had for sale. I didn't want to "talk" to anyone because there were too many questions and it would have wasted time to sit talking and trying to make notes. I emailed Customer Relations with the request as they were the only option I could find the first time through the site. The only thing they'd send me was the message to call some 800 number which was exactly what I told them I didn't want to do.

That lasted two days. When they refused to give me information on how to contact management with a complaint, I again visited the website. There is absolutely no info there that allows disgruntled customers to contact someone with the power to change Dell's business practices. I did find an option to chat with Sales.

Before asking them the questions Customer Service wouldn't answer or "forward" to Sales as I requested, I inquired about a management contact. It became obvious these "employees" are nothing but robots with no concerns or ambitions other than sitting at a computer sending pointless IM's back to customers and potential customers placing them in a never ending loop to nowhere. Some Customer Service that is.

Finally, on the second attempt, Fredrick, gave me a customer service website and phone number. While checking the website (about 2 minutes, which was less time than it took for each of the responses received from the first Sales Agent), he sent an IM asking if I where still there and he was about to end the transmission. EXACTLY 2 seconds later, he was gone! You'd have to be Superman to type that fast of a response. It was clear he had no intentions of waiting for a reply or helping this potential customer.

As I told them in the "How'd we do?" survey after the disconnect, I will never, ever buy from Dell following this absolutely awful service. I pray that this report will likewise convince each of those who read it that any company that would rather give you the run-around than actually helping you as a potential customer will undoubtedly screw you even more once they have your money following a purchase. Just don't do it. Buy somewhere else!

Company: Dell, Inc
Country: USA
Site: dell.com

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