I purchased a Dell laptop from www.dell.ca. Waited 2 weeks for the laptop to arrive. Only to find out that the laptop was not working when it arrived. The screen was not working. I called the technical support team to resove the issue. I was then given a number to call to arrange for the return. The party I reached was not able to help me. I was then given 3 more numbers before I finally reached the right department who can help me. It seems that the call center is very much divided by country, region and market segment and they don't seem to know each other. I wasted my whole afternoon jus to reach the right department.
The sales department promised me that within 24-48 hours, someone would contact me to arange for the return. I waited for 4 business days (60 hours). And I when called, I was told that the sales representative was on leave and that was the reason why I didn't get a call from Dell. Someone else should have called me in this case. One time when I called, the sales manager promised to call me backed in 30 minutes but I didn't hear back from the manager. Finaly, a week later, they arranged for UPS to pick up the return. I took the day off, waited in the house and canceled meetings. UPS didn't show up. I then called to arrange for another shipper to pick up the return.
Placing an online order with Dell is as easy as A-B-C. But, the reverse logistic, returning an item is so complicated, frastrating and time consuming.
The accent of the call center reps was hard to understand. I have to ask them to speak slower so that I can understand them. This is a known issue to Dell. Following my phone call, Dell even sent me a survey to aks about the experience. One of the question was on the speach accent of their call center reps. This is the choice of Dell to go low cost by having their call center overseas.
Dell seems to focus on its short term top line performance and less about overall customer satifaction and loyalty. This is not at all my expectation from Dell. I will not purchase Dell for my business or personal use again. I will certainly share my experience with my business associates, partners, friends and family.
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