Comments on: Dear Dell Canada, here’s why we won’t be speaking anymore..

By: William M Tallon

William M Tallon — Fri, 27 Aug 2010 22:25:34 +0000

Here’s my e-mail which I attempted to send to Dell. This, of course, also proved impossible.

I tried desperately to purchase a Netbook through your website on Friday morning, devoting at least an hour to the ultimately fruitless quest.

After all my credit card information had been accepted, I was asked to provide an account password which I did not have and the site defied all my attempts to circumvent this before ultimately shutting me out.

My call to customer service resulted in a 10-minute hold, a transfer to another customer service rep, then a transfer to sales (after being promised that I would not have to wait). I gave up after being on hold for another 10 minutes.

So, congratulations. You have not only lost my order due to your inefficiency and neglect. I have been loyal to Dell, purchasing my desktop at home and my laptop at work from your company.

I now will be looking to do my business with a company which seems to want to accomodate me when it comes to spending money. I’ll also spread the word to anyone shopping that they would be well advised not to attempt to deal with you.

Yours frustratedly,

William M Tallon
william.tallon022@sympatico.ca

By: Judy Kiekens

Judy Kiekens — Sun, 04 Apr 2010 18:11:54 +0000

Just to clarify my previous remarks – Dell substituted the 8100 for the 8000 (not the other way around). The 8000 is no longer available – I wonder why – it never ever worked properly for me – it turns out the video card was faulty from the very beginning.) Also my previous remarks are a very shortened version of what actually happened. I have copies of many emails, made a record of one telephone call which took 45 minutes of my time and nothing resolved. And Yes, it is unusual to get someone that has English as their first language, which only compounds all the problems. In addition, they often transfer you to the US Customer Service, even when you tell them you ordered from Canada) and of course, US Customer Service cannot help a Canadian. Round round we go. There’s far more I could tell you, but I am tired of this whole situation and tired of talking and typing about it.

By: Judy

Judy — Sun, 04 Apr 2010 11:35:33 +0000

I recently ! purchased a new PC from Dell. I received cruel and unusual treatment as a customer. Ordered PC Dec./09 received faulty PC in Feb. after many delays, Dell thought it was the monitor causing problems (it wasn’t) and asked me to send it back, sending me a refurbished one in its place (I paid for a NEW one BTW). When I realized it was refurbished, I asked for a new one, after many many emails, telephone calls (where you are cut off, sent to the wrong department, for 45 minutes at a time, etc. etc. I finally got a new monitor .in March 2010. Got new PC finally in March. This is after many, many more emails, telephone calls, etc. So frustrating to be transferred to the wrong dept. so many times. Now I discovered that I ordered a 8000 PC and they replaced it with a 8100 PC which lists for $100.00 less than the PC I paid for. (They did give me a credit on my credit card of $99.99, but this was before they sent the 8100 PC and they said the refund was for all my inconvenience – nothing to do with substituting a different PC.) You can imagine the toll all this has taken on me. I am 71 years of age, Diabetic, have high blood pressure among a few other things, and this terrible experience has even affected my health. I still have not received any satisfaction regarding the last stunt they pulled – ie. – substituting the 8000 (which they no longer sell) for the 8100 and the $100.00 difference in the sale price. I’m not holding my breath. Beware when dealing with Dell!

By: David

David — Tue, 23 Feb 2010 03:17:46 +0000

Dell financial services is so bad…

They simply dont want to help me to change my adress.
How do they expect me to make my paiments when i cant see my bills?

By: Aimee

Aimee — Sun, 21 Feb 2010 00:56:44 +0000

Here is the letter that I have just tried to send to Dell but to no avail because their online complaints form wasn’t working.
————————————————————————————–

I want to know what happened to make your service so unfathomably awful. I have emailed you three times now and received not even one reply. But I know that you have my email address because you send all kinds of unwanted junk email my way as often as possible.

I had an extremely frustrating week of trying to purchase a Dell computer online and trying to contact someone to help me complete the purchase, first online (the chat feature did not function properly and when I finally was able to get through I was cut off), then by phone (for the three days that I tried I continued to get the same message telling me that the lines were too busy and I needed to try again later), and finally by email (no response to any of my messages).

If this is the kind of effort you put into customer service when a sale is at stake I wonder what happens to your customers once their money is safely in your pockets.

***Sent from my new and entirely satisfactory Acer Aspire, purchased in a day with in-person help from three friendly, knowledgeable, helpful sales staff.***

By: Jan

Jan — Wed, 07 Oct 2009 23:42:54 +0000

Hi Isabel and to all people on Here.

I read through some of the stories and for a second I was believing them and feeling sorry, some I even wanted to help out in some cases. However when I pulled up the notes on the system no one ever talks about what dell provided to correct the situation or go over and beyond.

Yes it is true all big companies will have faults and create difficult situations with their customers search hp search IBM search Acer and all will have some sort of complaint site. Though no one ever talks about how companies fix problems I am not sure why Isabel didn’t comment or talk about what Dell provided her with for her time.

I will always do business with companies that are willing to fix their problems and go above the call of duty. I had a problem with sears and yes I had to deal with numerous reps and spend time on the phone but at the end of the day they fixed my problem.

Show me one company that has a hold time of 1 minute and a rep that can solve all problems without a hold time or without being transfer. Oh yeah almost forgot a company that has call centre in Canada. There isn’t one and for someone to thing that there is a magic company out there that is always going to get everything right and be your best friend think again. Stick with the ones that do want and will fix their problems.

By: Doug

Doug — Wed, 07 Oct 2009 22:59:10 +0000

Hey Ian,

I would be great if you could update everyone on the status of the issue as i don’t think you just laid down and take 8 20 inch monitors for the price of 8 24 inch monitors.

By: Matthew

Matthew — Thu, 24 Sep 2009 18:12:24 +0000

I have had it with Dell as well. Not only is their customer “care” center useless but no matter who I seem to talk to thay are all over seas in some foreign country, they speak very poor english and all they help me with is getting my blood pressure up higher.

I have been trying numerous times to get simple tracking information regarding an order I placed over a week ago. Each rep at Dell sais they will send out an email and I should call back in 24hours. Well after doing that three days in a row they still couldn’t supply me with a simple tracking number for my order. Furthermore their “managers” seem to care less that I keep getting the tun around and told the same thing that I was the day before. I expect they have shipped my order to the wrong address because the first rep I talked to about ordering this part entered the address in completely wrong with out double checking it with me, and even after talking to other people that same week no one seems to have fixed it.

I expect my part is lost and that I will go through a whole headache trying to find it.

WHY CAN’T I TALK TO A CANADIAN WHEN I CALL DELL.CA!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

By: parviz

parviz — Sat, 19 Sep 2009 14:41:08 +0000

i read all stories
i always thought Dell is the best
but it seems i was wrong
i ordered a laptop Sept 1 and i paid with PayPal
but customer service in dell never verified the transaction
i called dell (or Indian dell or dell India) no one knows what happening
i sent 10 e mails but no one answers
it seems there is chaos there or they make lots of money and do not care
abut customers
i have been trying to find a way and talk to a person in tor onto canada but not success at all
no one really knows what happening in dell Canada (ops Dell india)
parviz .Toronto

By: Carl Gustaw

Carl Gustaw — Mon, 14 Sep 2009 17:42:57 +0000

I mistakenly made a typo in my email address in the last comment I posted