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Dell Service Experience - A Nightmare! - Raj Wadhwani - ContactCenterWorld.com Blog

Dell Service Experience - A Nightmare!

Over the years I have acquired numerous Dell pc's and servers and as we replace them I have been building a nice collection of technology I wanted to donate to Charity. So, thought i'd clean them up and erase any data etc. I called Dell for some help and one of their agents in the Philippines kindly offered to send me disks to recover 5 of them. I received 3 packs with no instructions on what to do. So I called Dell and the service was a nightmare - one agent in the US started to help me even though he said he shouldn’t and he suggested patching me through to the right dept. after I gave him some service tag info.

When i got thru to the other department I had to start all over and this included a request for the service tag - I was in a completely different part of the building now and he insisted i give him the tag - anyway after much discussion he tried my phone number (my suggestion) - there were no notes from all my discussions with Dell and he said he could not help me because the machine I had was out of warranty and suggested i talk to that department. I explained i have all these discs with no instructions and that I actually have 8 or 9 not one as per his notes. I also explained that I have already been thru this several times with colleagues of his who sent me the discs - just wasn’t getting anywhere. I said there must be more notes on their system and gave him my email – after a while he put me on hold and I was extremely frustrated and hung up. I cannot believe what should be so simple is such a complex task - i have the CD's and they won’t tell me what to do because i have to provide all the data again as they did not have it. I am sorry Dell, you are a massive corporation with substantial resources, yet failed me miserably and all I wanted to do was to donate some old PC's to some charities!

Last time I ever buy Dell!


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If only they would have enclosed some simple instructions with the discs I probably would have been impressed and written a good service story, now I am being critical because of all the walls I kept on running into!

Publish Date: October 11, 2011 6:47 PM

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