How is it that a company that has been known for it's poor customer service lives up to that rumor still years later?
I don't know about y'all but each and every time I've heard a complaint about Dell; it's their customer service.
It's almost 5 o'clock, so I can share this story with you. I am so about to scream at Dell. Whoa, if I come into work tomorrow morning and there is not a voicemail from Dell, I will scream at whomever picks up the phone when I call.
Yes, it's that bad. Hold on, I'm going to go fast.
We need toner in this office for one of our laser printers. Lucky me, its my job to order it. Usually maternity left manager does it. I am unfamiliar with the process, but she left me a step by step Dell guide for ordering, if the need should come. It came.
I go online to order the toner, it is not listed online. I call the customer service line and since we have an account at Dell, I can only place the order through my sales rep.
We have two sales reps. I email them both. I leave messages on each's voicemail. That was at 8:30 AM.
Impatient as it may seem, I called back, hearing nothing from them, at 11:30 AM.
Group B really needs the toner. Supposedly they go through 10,000 print outs a day. 2 toners a month. Whatever.
I call back, yippee, Sales Rep #1 who we will call Stoned answered his phone.
"Yo, Duuuuuuuuuuude, it's Stoner" I tell him who I am. "What's up?" I tell him of the problem. "Uh, I've been on vacation and am going through 1000 emails"
He is not kidding and that's exactly what he said. Annoyed I asked for Sales Rep #2. Stoner tells me he cannot see him at his desk, and thinks that Sales Rep #2 had a late night last night and is at lunch; so I can call him on his line and leave voicemail.
I kid you not.
I leave the voicemail.
At 1:00, not hearing back from anyone. I let my Dell friend in on this. I know she doesn't do anything in what I'm looking for, but, hey, you never know. And Group B really needs toner.
She is shocked this has happened, takes down my needs and information. About 20 minutes later she tells me she sent out an internal email.
Then Sales Rep #2 calls me back. I don't think he has seen the internal email. His main concern is fixing my computer and website because it's very odd that I cannot see what I need to order online.
Fine I don't care, so I ask him if he can just order the toner for me and we can fix that later.
Sales Rep #2 doesn't take toner orders; that's Stoner's job. Sales Rep #2 tells me that he does equipment sales and is ready to fix my internet problem. Unh-uh.
I am now pissed and ready to shout at the next person who speaks to me, Dell or otherwise.
I hang up on Sales Rep #2. One, he wouldn't listen and two---well, do we need a two? I hang up on people.
Now, I call Dell and ask for their manager. Get her number and left her voicemail. It was nice and to the point.
That was 1:30.
Am I to blame when I have to call her again at 4:00; clearly upset and agitated, letting her know this on her voicemail? Am I wrong?
I am pissed. LIVID.
All I want is some freaking toner. I can walk across the street to Target and buy some; if I had the cash and/or a company card. Toner, people. TONER!
It's now the end of the day and still no word.
All I can think is, why is it that customer service is not their number one agenda especially when they have a bad rap for it?