My Experience with Dell's Namastechnical Support

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RE: My Experience with Dell's Namastechnical Support

OK, here's my experience. After purchasing a Vostro laptop, I got a coupon with a discount code. Unfortunately, the Dell Canada's website insisted it was invalid. I called Dell and after being ping-ponged through several deprtments, some twice, I was told that a) there was no record of my purchase, b) I've never place an order, c) I don't have a business customer account. After my demand to speak to a person's supervisor I was told, and I quote, "sorry sir, I can't help you" upon which Dell customer service person just hanged up on me. It actually happened twice. I never got to talk to a person without a HEAVY Indian accent. I had messages left to call urgently a particular number to clarify something, when I called they had no idea why I called, as my order was already dispatched although I didn't receive any e-mail....

Most recent experience was different. A mother board and a graphics card in our Dell workstation went south. I told myself, OK, let's try the online chat. Amazingly, it worked. The only problem was that the tech guy who was supposed to do the on-site repair, kept calling on the secondary phone number claiming he doesn't have the primary one... Twice. Finally, I got to talk to him and we agreed that he'd come on Thursday at between 9 and 9:30 AM. Thursday, 8 AM, he calls secondary number, then mine, telling me that he'll be there at 8:30....

When he arrived, he found out, that Dell had send hime wrong graphics card... unfortunatelly, it had the DMS 59 port not standard DVI and an adapter wasn't included. (After another online Chat Dell agreed to send us an adapter free of charge).

The guy did the repair, we agreed to accept different card, and asked me: So, you work for XYZ... I said: No, I work for ABC.... He showed me his assignment papers from DELL. The only thing correct was my name. I was supposed to work for different company, I had different phone number... and I guess there is a company in Canada that has a new DVI-out card with an DMS 59 to DVI adapter to spare.

Still, I find online chat less disturbing, really pleasant, actually, it's always on record, I always get a copy of the chat, and the English used and occassional jokes make me believe I'm talking to Americans.

Posted by: kitko   Posted on: 06/24/09  (Edited: 06/24/2009 @ 07:31) You are currently: a Guest | Members login | Terms of Use

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