Dell Sales Response, after 3 Days
Kevin K
days, many e-mails, many unanswered phone messeges, and probably only
prompted because I finally got through to a customer service person
yesterday who got her manager involved.
Her response:
Dear Kevin,
Im Apoligize for any inconveinance I am Not a sales person.I am here
to assist you with any customer service issues you may have.I again
apoligize for the delay in returning your call, please understand I
handle issues in the order they are received. I appreiciate yor
Patience for faster service please visit our website at
http://www.dellcustomercare.com
Or call us with your order# or customer # available.
Thank You for choosing dell.
She says she "again apologizes for the delay in returning my call".
The first time it was 3 hours after saying about an hour, and her
apology was accompanied by a giggle (not the greatest combo for an
apology).
This time the wait was 3 days instead of 3 hours, and she didn't even
do the slightest kind favor by returning any of my voice mails or
e-mails saying that she thought it would be a while (and since I was
in her "queue" already, I would have thought that she would have been
handling her problem.
The last communication, which I do have, says she would cancel my
order and reopen a new one. I was a customer who she was servicing at
that time, but apparently the order got to be too much to her and she
dropped the ball.
She never reopened a new number.
I am going to try to get the order handled by someone else. However,
I will still follow up and go to the highest levels within Dell to
provide them with my complete story, nicely formatted so an executive
can read it. Poor service people like her should not be allowed to
get away with a canned response (although with typos all over it, so
it wasn't a copy/paste).
Kevin
Kevin K
wrote:
P.S. -- I left a voice mail and e-mail with her at 11:35 this morning
c.s.t. Let's see how long it takes her to return them and have my
order transferred, with history of what we've discussed, to someone
else who can help me promptly this time.
Kevin K
>c.s.t. Let's see how long it takes her to return them and have my
>order transferred, with history of what we've discussed, to someone
>else who can help me promptly this time.
12:35 now...
Day 4 of waiting..., day 6 since I placed my order.
I was told by a different (this time sales person) that I would be
called back right away by the original sales person my electronic
order was associated with. I can understand if she doesn't call back
right away simply because she may not be in today or her hours might
be different.
Paula Rector, who has been handling this, and is in the office today,
hasn't called back even after *another* voice mail and e-mail this
morning. She is the "sales / service person" who has been dropping
the ball and not returning any calls or voice mails regarding my order
which she was assisting with.
The other salesperson this morning that I talked to said she too left
a voice mail message for her. She couldn't place an order because she
didn't know the history of my discussions with Paula.
I think I'll call customer service once again and see if they can
light a fire under Paula. I am to the point where I am also asking
for a higher level team to look at this, but so far noone has
transferred me.
Also, no response from Michae...@dell.com, an area which is
supposed to help resolve matters like this.
I will not stop until 1) I receive the order as promised by Paula, and
2) I am able to talk to a team that will investigate Paula's poor
level of support -- the kind that usually drives customers away from
Dell.
Kevin
Kevin K
wrote:
>>On Fri, 07 Dec 2001 17:35:37 GMT, Kevin K <trust-...@charter.net>
>>wrote:
>>
>>P.S. -- I left a voice mail and e-mail with her at 11:35 this morning
>>c.s.t. Let's see how long it takes her to return them and have my
>>order transferred, with history of what we've discussed, to someone
>>else who can help me promptly this time.
>
>12:35 now...
>
>Day 4 of waiting..., day 6 since I placed my order.
>
>I was told by a different (this time sales person) that I would be
>called back right away by the original sales person my electronic
>order was associated with. I can understand if she doesn't call back
>right away simply because she may not be in today or her hours might
>be different.
....
>
>Kevin
1:13
God, what a nightmare, I talked to a different salesperson who seemed
very helpful, who said he would transfer me to Paula Rector's
supervisor.
So, I was hopeful that I'd *finally* get to talk to a supervisor.
The transfer went right to Paula's Voice mailbox. This is the
"service/sales" rep who hasn't been returning my calls.
Aaaaaaaaaaaaack!!!!!!!!!!!
Now I'm going back to customer service again.
Kevin
Ben Myers
I appreciate your dilemma with Dell, but why, oh why, oh why, are you
cross-posting all these messages to all these newsgroups? That's not what
newsgroups are all about... Ben Myers
On Fri, 07 Dec 2001 17:35:37 GMT, Kevin K <trust-...@charter.net> wrote:
Ben Myers
Spirit of Performance, Inc.
73 Westcott Road
Harvard, MA 01451
tel: 978-456-3889
eFax: 810-963-0412
PayPal, MC, VISA, AMEX accepted.
Robert R Kircher, Jr.
Dude, here is your problem!!! She told you she isn't a sales person. What
do you expect? I don't know how you got in contact with her to begin with,
maybe you pushed the wrong button, but obviously she wasn't the proper
person to talk to. Don't flame Dell because you happened to get the wrong
person on the other end of the phone. Maybe she is an incompetent assistant
or maybe she's a trainee, regardless, I can tell you that I wouldn't have
waited 3 hours let alone 3 days for some sales rep to call me back. I would
have called and placed the order with another rep. Besides all that, why
are you wasting your time posting this here? Contact Dell and make a formal
complaint. Do you really think some Dell sales super reads this forum?
As for letting other know about your bad experience, you're one person in
millions of PC buyers, many of which have had excellent experiences with
Dell sales. I've been ordering from Dell for years (almost $50,000 this
year) and I have never had this problem. Mind you I rarely use the same
sales person, not because I don't want to, but because there is no real need
to. In most cases I call the 800 number, press the right numbers and order
from the next available sales rep.
I suggest you try online purchasing the next time you buy a PC. A few
clicks and your done; no need to haste with sales people.
JMO
Rob
"Kevin K" <trust-...@charter.net> wrote in message
news:4vu11ucjo6qrbr1av...@4ax.com...
Kevin K
<rrki...@hotmail.com> wrote:
>>>>I am Not a sales person
> ^^^^^
>Dude, here is your problem!!! She told you she isn't a sales person. What
>do you expect? I don't know how you got in contact with her to begin with,
>maybe you pushed the wrong button, but obviously she wasn't the proper
>person to talk to. Don't flame Dell because you happened to get the wrong
>person on the other end of the phone. Maybe she is an incompetent assistant
>or maybe she's a trainee, regardless, I can tell you that I wouldn't have
>waited 3 hours let alone 3 days for some sales rep to call me back. I would
>have called and placed the order with another rep. Besides all that, why
>are you wasting your time posting this here? Contact Dell and make a formal
>complaint. Do you really think some Dell sales super reads this forum?
Actually, I've spent the last 4 days trying to file a complaint and
get this resolved.
I talked to *another* sales person tonight who was going to get back
to me in 15 minutes. That was several *hours* ago. I have been
waiting for his promised response, and have missed an important
meeting this Friday night.
I talked to someone in Customer Service who I had to re-explain my
story to, who said he would transfer me to Sales.
The Sales person said I was transferred to the wrong number (after
hearing my story). He transferred me to a line which is beyond
business hours.
So, I'm starting again on hold waiting to get to another customer
service person. Most or none of them have direct extensions, so I
have to explain the situation each time. Then they send me to
someplace which ends up as a dead end.
I have asked several times to have this escalated, but they haven't
done that. Maybe this time I will demand that.
So, I have done all those things, and also I have sent these posts to
Michae...@dell.com which is supposed to be an area which helps in
situations like this.
I'm not just using the Web -- I'm using all avenues available to me
and getting nowhere.
I think I'm in the twighlight zone!!!!!!! Someone please wake me
up!!!
Hello! Dell! I want to buy a computer!
Kevin
Kevin K
>You are the weakest link - good bye! I sympathized with you at first, but when
>you decided to cross-post to numerous newsgroups multiple times it gets old real
>fast......
Aww, so sowwy -- don't you think any potential computer purchaser
should be aware of Dell's poor service? It's a relevant consideration
when choosing a company to deal with.
The weakest link line is pretty old. Can't you be more creative than
that?
Kevin
Robert R Kircher, Jr.
then that person needs to call you back? You must be looking for something
special or something. I can't imagine that every sales person you talk to
needs to call you back, unless you are being a real pain in the ass and they
are just blowing you off. Why can't you simply order this online? Do you
have some obscure config you are looking for, or special payment need?
Maybe if you explained just what you were trying to buy, we could 1)
understand better what is going on and 2) answer any questions you have.
Look, try this. Go online and spec out the PC. Print the "printer
friendly" copy of the spec. You will see part numbers for everything in the
system. Call sales and talk to the first available sales geek and tell
him/her that you have speced the PC out on the web and you have all the part
numbers. They will have you read off the numbers and complete your order.
It's really that simple. That is if you are not looking for some obscure
configuration.
DON'T go into some diatribe about you so called ordeal to date. Just order
the damn PC.
HTH
Rob
"Kevin K" <trust-...@charter.net> wrote in message
news:1pr21ucvdvotmp4lv...@4ax.com...
Walter A.
I have been a huge fan of Dell for years and have bought all my desktop
machines from Dell, in addition all the friends, family members, co-workers,
and even employers that I persuaded to choose their machines.
I am now researching a new computer purchase and I have concluded that
Dell's level of quality and service no longer warrant my loyalty nor my
recommendation. Kevin's posts have helped to convince me that serious
changes have taken place at Dell. Just as I am the sort who goes out of my
way to recommend a good company, I will also go out of my way to badmouth a
bad one.
This is not trolling. This is freedom of speech, a freedom that is
constantly under attack in the internet. This sort of dialog should be
encouraged, not ridiculed. Don't be stupid. These forums are the only
collective power that consumers have against these huge, greedy, and
uncaring companies.
"Kevin K" <trust-...@charter.net> wrote in message
news:dft21ustq9c7lbov7...@4ax.com...
Walter A.
apologists. If you are satisfied with your treatment from Dell, by all means
share your positive experiences here. But don't go around trying to silence
those who disagree with your opinions. The day that this newsgroup turns
into a Dell mutual admiration society with no tolerance for complaints or
criticisms, that's the day it's outlived its usefulness.
Robert R Kircher, Jr.
assist Kevin with his issues and at the same time I passed along my positive
experiences with Dell.
HTH
Rob
"Walter A." <wal...@NOSPAM.jetaerospace.com> wrote in message
news:u13cfmt...@news.supernews.com...
Murph
bet that will get the supervisors attention. What's that? You don't need a
router, eh? But if you insist on bothering them with your $2,000 order, and
only once every 3 or 4 years at that (like most "average" users) you may be
in for a long wait.
Maybe Robert would give you the name and rep number of the last sales
person he dealt with at Dell. Your "little" order could then be blown off
by them when they see that you are not worth messing with.
I sympathize with you on this matter. Gateway has treated me the same in
the past. I used the time spent on hold learning how to build and repair one
for myself. If your only interest is in making a deal that leaves them with
less/no profit, you may never hear from them again.
Leave those Dell duds to the big spender techies like Robert. They are the
only customers who really matter anyway, right?
Murph
BTW Thanks to your thread, I will NEVER buy a new Dell computer!
Robert R Kircher, Jr. <rrki...@hotmail.com> wrote in message
news:9urman$pb4$1...@bob.news.rcn.net...
> >>>I am Not a sales person
> ^^^^^
> Dude, here is your problem!!! She told you she isn't a sales person.
<SNIP>
Laurent Wielgosz
I'm reading through all your posts and find that you are ridiculous. If
your experience with Dell is so bad, why don't you just cancel your order
and get your PC from someone else??? You are wasting your own time posting
every 5 minutes about your *non-progress* of support issues. What are you
trying to accomplish?
"Kevin K" <trust-...@charter.net> wrote in message
news:33521ugssi6hsokl9...@4ax.com...
Martin Misiowiec
families and even daylight just to flame Dell. The remainder simply use the
forum on a casual basis...
Martin
"Laurent Wielgosz" <laurent...@videotron.ca> wrote in message
news:FjZQ7.10786$oM3.6...@wagner.videotron.net...