Dell, Inc. (NASDAQ: DELL), like any large company, gets its fair share of customer complaints. From the way its machines operate to the way certain consumer financial transactions are handled, the company has seen a spike in complaints in recent years, largely due to the subpar quality of its customer support infrastructure. This fact has been well-publicized and the company, in turn, has made efforts to improve things. At the same time, Dell is closing down customer service centers and re-organizing staff in an effort to curb costs.It appears that there are so many complaints in New York that the state attorney general has set up a website specifically to listen to and collect customer complaints related to Dell's services. Included in this mix are complaints about Dell's consumer financial services and its "bait-n-switch" approach to changing customer credit arrangements without their consent.
This is unfortunate. When the attorney general for a very large U.S. state has to create a special website to collect complaints about any company, something's amiss. What on earth could have led to such a deep problem with Dell's customer service? Only the customers know that, and pretty soon, those in New York will most likely be filling out the online complaint forms. Dell has made many moves to improve its service and listen to customers, but it will take a while to see if those moves actually work properly.
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Reader Comments (Page 1 of 1)
5-21-2008 @ 3:22PM
Serge Birbrair said...
I guess Dell is feeling the pinch of HP competition
5-21-2008 @ 7:01PM
Adam said...
I really don't understand why Dell is getting a bad rap. The latest customer satisfaction (I think it was consumer reports) put Apple at #1, Lenovo #2, Dell #3, and HP #4. If HP is now the worst... why don't they get a website from an AG?
I think there's more going on then just customer complaints.
5-22-2008 @ 1:01AM
Mike Hagstrom said...
I agree, I recently just bought a computer from Dell and received nothing but extremely good sales and customer support. I got my own sales rep and whenever I needed something fixed the customer services is open until midnight and they directly connect to my computer to fix it. It's the best customer services I have ever seen for any business.
5-22-2008 @ 11:19AM
JULIUS TILLS said...
I HAVE BEEN USING DELL COMPUTERS FOR ALMOST 20 YEARS. THEY HAVE STOOD BEHIND THEIR PRODUCTS AND HAVE HELPED SOLVE VARIOUS PROBLEMS I HAVE ENCOUNTERED. THEIR TECH SERVICE ON THE XPS LINE HAS BEEN VERY GOOD AND I RECOMMEND THEIR PRODUCTS TO MY FRIENDS.
8-03-2008 @ 1:01PM
Steve said...
I bought a $3000.00 Dell 42" plasma t.v. in Mr. 2006. In December 2006 it made a loud pop and I had no more picture. Dell replaced it in Jan. 2007 and now in Jul 2008 once again I have no picture. I spoke to someone in India in the technical deaprtment (the most incompetent person I've ever spoken to) after waiting 20 minutes to get through. They claim they cannot help me as the warranty has expired. As I feel they have a defective product as the same problem has happened twice I was hoping for some help. E-mails have been sent back and forth and either they don't read them or they don't care. I keep getting the same response to contact the technical department whcih I have advised them I did and they are absolutely no help. I don't expect any soplution from Dell but would advise against buying a plasma t.v.from them.
8-14-2008 @ 11:37PM
mike said...
I have basically the exact same scenario as steve.
I bought a Dell W4201C in 2006 $3000 that was replaced once with a refurb and now in August 2008 no picture no warranty and no help from Dell.
I hope NY sues the hell out of them!
9-13-2008 @ 4:36PM
Donovan said...
I had a Dell computer that worked well, made the mistake of getting a LCD monitor/TV from Dell. I was having no power issues with the unit. Dell called me four times (an automated call) saying there are problems with the TV - even if your TV is out of warranty. I call Dell - they know of the problem but won't fix it or change it because it is out of warranty. I told the agents (in India) that Dell called me and they said sorry - we know there is a problem but we won't help you. I hope there is a penalty for Dell and an incentive to improve.
10-19-2008 @ 6:03PM
G. Middeke said...
On 10 Oct 2008, I ordered a "Studio 1535" laptop from Dell. [Ref. Order # xxxxx2794]
Having found it locally two days later for a cheaper price, I called to cancel the order [since Dell stated that it could take up to 30 days [!] for delivery.
Point: Dell's return policy requires that customers return items within 3 weeks [down from 4 weeks as previously required]
BUT the 3 week clock BEGINS AT THE MOMENT DELL RECEIVES THE ORDER, NOT FROM WHEN THE CUSTOMER SIGNS FOR IT AT THEIR DOOR. Therefore, it could easily take longer to deliver the item and negate the return period before the customer is allowed to return the item!
When I called to cancel the order, I was told that I must wait until delivery to arrive and then call to request an RMA number for a return.
Once again, I am in jeopardy of missing the 3 week deadline! Luckily, the box arrived on the 16th of October.
When I called Dell for the RMA number, I was informed that there would be a "Restocking Fee" of $135.00 [15% of the $900.80 purchase price]. !
Even though the box had NOT been opened or damaged the "Return Specialist" [Oh, brother!] stated that the laptop could not then be resold as "new".
Be serious! We all know that they WILL resell it as new.
He said that it couldn't be resold as new because the computer had been "personalize" for me.
WRONG!
I ordered no additional software or optional equipment.
No wonder their sales & shares are going down the tubes!
G. Middeke