Customer Care & Technical Support, Comments and Complaints Options

[Just_Dream]

Well I don't know if this would belong anywhere else, but anyway, here goes:


Have any of you bought electronics online only to find out that what you ordered was not what you ordered, defective, or missing parts? Especially when you've spent a decent amount of money on it ($500+), if you didn't get what you were supposed to, what would you do? The only thing to do (before returning it) is contact - DUN DUN DUN - Customer Service and/or Technical Support!


What experiences have you had, if you are a cc rep. or know someone who is, if you succeeded in a prompt return/refund/exchange/compensation, or any Customer Care NIGHTMARES?!


And here I will say: EFF YOU DELL CUSTOMER CARE AND SALES DEPARTMENT! But not you, Technical Support. I understand what you mean to do and you did help me a little bit with what little help was given to me. Thanks Technical Support. Okay back to Dell - SCREW YOU.

(I will share my story later, after my two finals.)

[illriginal]

Well... I've never received a package with missing or damaged parts, so never had to call and bitch about that. But I've dealt with a couple technicians over the phone with bellsouth/AT&T, let me tell you... they sucked. I had issues with my DSL modem, I believed the modem was faulty, since they claimed that there was nothin wrong with the telephone lines, nor was there a temporary outage. Anyways, I felt like they were just blowin me off and not botherin to look further into the issue or at least escalate the issue =\

Because of that day, I closed the account and switched over to comcast... COMCAST FTMFW!!! Plus... cable > dsl

[*Steven*]

I loathe those idiots. Before they even speak I inform them that I've been through their calls before, performed all checks they always suggest, and tell them that I'm not a computer idiot. When they start spewing out their bullshit then I cut them off and ask them to address the real issue (in rare cases I can't figure it out) or to check their server side for things out of my control. That or tell them to generate a new key for me since the one I paid for won't work when I f**king reformat, or to tell them how shitty their phone they sent me is and that I want a new one w/ free shipping.

They never argue back when you're an abrupt dick. Sucks for them, but they don't listen to what I say ahead of time :) I'm nice til they're dumb.



edit:: I hate Comcast. At least I hate our line. One or two days a week, every week, we lost internet for a few hours in the middle of the afternoon to early evening, i.e. tuesday/thursday from 3pm to 7 pm. What the f**k? That's some prime usage right there. Also if I unplug the modem, and plug it back in, it takes around 8-16 hours for it to recognize the router and start routing to more than one computer. We usually have to wait til we wake up the next morning. They send out technicians all the time, but they don't come til the problem's been resolved. f**k comcast.

[Just_Dream]

Because of that day, I closed the account and switched over to comcast... COMCAST FTMFW!!! Plus... cable > dsl

lmao Cable is sooo much faster than DSL (dunno about ADSL though.. is that faster? ). Hmm I haven't had a problem with AT&T/Pacific Bell in regards to internet and landline phones. Good thing you upgraded, and it's still pretty cheap, depending on promotions and whatnot.


Anyway, Dell Customer Care took me in circles and I was literally on the phone for over an hour and my issue was still not resolved. I ended up filing a complaint to BBB (Better Business Bureau) about the bullshit I went through. Let's see how it works out. I'm still going to call Customer Care + Sales Dept. later today. They won't even compensate for their damn mistake.

[*Steven*]

Microsoft is just as bad.

[Just_Dream]

Microsoft is just as bad.

that's why we have macs! *high fives but misses cause she's too damn short*

[illriginal]

Microsoft is just as bad.

I don't like Microsoft technical support. I have customers who call us up with Microsoft in conference mode because their Front Page can't properly publish their website onto their domain. And when I speak directly to the Microsoft techs.. they seem like they're really really stupid. They repeat everything I say, then they take like 30 seconds to reply, making the minutes of the poor caller rise more and more lol.

Supposedly Microsoft charges like $3.99 per minute to talk to their techs lol

[EddieV]

Never had any problems.

[pandamonium]

its funny you made this topic.

i am talking to apple care.

i had to talk to customer support when i had to change my plane tickets.


i tell you outsourcing sucks. i hate it when people have accents, like seriously no offense but sometimes i get so mad that they cant understand me anymore. i really dont think they should of other people with accents doing that sort of job. They just cant understand what i am saying, especially when i spell my name out.

i am getting my mac fixed after i found out i cant return it.

so right now i am with apple care.

[Just_Dream]

Well I trust apple care more than I would trust dell's warranties. I've just heard so much BS about them.

Outsourcing is used to save money, since they pay those people less money anyways. I actually got through to a guy with a British accent. OMG I was soo pissed. I filed a BBB again Dell and I hope that they'll send me compensation because I don't know if I can deal with calling them again.

They messed up on my friend's order a while back so he kept calling a bunch of times (a bunch of consecutive days) and finally he got through and they sent him a gift card.

Here's my problem:

Dell changed my boyfriend's order and removed a graphic card that he ALREADY GOT CHARGED FOR, and then one of the customer bitches said it was my fault? WTF he did not cancel his order. Dell decided to put our order on delay, cancel it, then put up a new order, and chance two things on it, without our permission. Isn't that against the law? And when we contacted Dell the first time, before we got the computer, they told us that we'd still get two graphic cards (dual), not a single.

And then we received the computer on Tuesday and wtf only 1 graphics card. And they have the nerve to tell me I should RETURN THE DAMN COMPUTER so they PUT IN THE GRAPHICS CARD and take 1+ months to do it. WTF Just send me the damn graphic card separately, bitches.

Then they said that we should BUY ANOTHER ONE if we want a second graphics card! We are not paying an extra $280 just to have something we ORIGINALLY PAID FOR. So my bf's keeping the computer. And plus, I heard Dell takes months to even complete the return process when it comes to billing. So we'd get billed TWICE the amount if we return it, and then it will take a while to get our refund. I will never deal with Dell again. AUGH.

They'll be hearing from me again and I will not be a nice person. I was nice during that phone call, but now I'm going to release my inner bitch.

[Sumiaki]

edit:: I hate Comcast. At least I hate our line. One or two days a week, every week, we lost internet for a few hours in the middle of the afternoon to early evening, i.e. tuesday/thursday from 3pm to 7 pm. What the f**k? That's some prime usage right there. Also if I unplug the modem, and plug it back in, it takes around 8-16 hours for it to recognize the router and start routing to more than one computer. We usually have to wait til we wake up the next morning. They send out technicians all the time, but they don't come til the problem's been resolved. f**k comcast.

Same thing for me with comcast. Along with those problems I also had like 4 days worth of constant disconnections every ten minutes or so. Sure the disconnections only lasted like a few seconds, but after about 5 times of messenger resigning in and etc it gets really annoying. I called them and stated what I had done to make sure it wasn't an issue on my end. What was the first thing the "tech" said or suggested I do? Try restarting my computer and modem. Are you kidding me?

I also had a thing with AT&T, but it was handled in a very timely and organized manner. I move to a different state and well I wanted to change my area code on my cellphone. Makes sense right? I asked the tech doing this change if it was free of charge. They said yes, it was some service offered for those who move to a different area. I got my new sim card and have an entirely different account. So a half a year goes by and where I used to live, now my vacation house, is flooded with phone messages and mail from debt collectors. I almost never pay with credit and all my purchases are cash. The only item I use my credit on is my cell bills. So I call AT&T and I asked about my old account. They said I owed like 300 dollars for a early deactivation fee, which I shouldn't have been charged, amounted with late fees. I talked to a finance customer service rep and he understood my situation and that the original rep had done the "move" the wrong way. He waived my fee and got everything straightened out. But can you imagine if it wasn't? It's like... there goes my credit... there goes my life. xD

[Just_Dream]

I talked to a finance customer service rep and he understood my situation and that the original rep had done the "move" the wrong way. He waived my fee and got everything straightened out. But can you imagine if it wasn't? It's like... there goes my credit... there goes my life. xD

Oh man at least they admitted to their mistake. Oh man if T-Mobile ever screwed me over like that, I'd be so pissed. Are you sure your credit is still safe though? As long as they don't contact collections or something through your credit card, then it's all good. This stupid female-dog in customer care actually insinuated that I cancelled the order from Dell. Now why would I do that, right?


BTW my friend consulted with Dell for 3 hours and after talking to some manager/supervisor guy and finally getting through, we're getting the graphics card and bridge connector, expected to ship out next week Yea my friend bitched and complained to dell customer care and other departments for quite a while last time when they f*cked up his order, and they sent him a gift card. They also randomly cancelled his girlfriend's order and he was on the phone for a couple hours and I guess it got cleared, but I'm not sure if he got a refund or if they got the order through --- either one though.

[rnicron]

That's why you always ask for their name and employee ID number, or whatever they use. It saves a lot of trouble, unless you call Sprint.

[synatribe]

I forget what I waited for because I was zoned out for the 3 hours they put me on hold:]

[pandora]

the worst customer service is PAYPAL. every time i call, even if it's one after another, i get a different menu. you can't press 0 right off the bat to go directly to a customer service agent, you have to jump through a bunch of loops and holes. sometimes, depending on your answer, it just says "thank you" and then hangs up on you. YES. ON PURPOSE.

When you finally get through to a human being, they have no idea what to do. All they do is say "sorry, that's just how it works, there's nothing we can do."

Sometimes they give me numbers to different departments/facilities and i call and the person that picks up has no idea what i'm talking about and says that i should have asked them to transfer my call to some other department. so i have to hang up, call the first number back and go through the long process of getting in touch with a human being, and then bitch at them for giving me wrong numbers.

Reason for edit: topic moved to the lounge

[yaamakoh]

That's why you always ask for their name and employee ID number, or whatever they use. It saves a lot of trouble, unless you call Sprint.

"thank you for calling sprint support, this is angela agent id 0070dz, may i get your store number and your location first please?"

those texan sprint reps have the finest accents, mm, and they're so nice and cute sounding too.

i've never had a problem with our direct employee customer support line with sprint and at&t. i've had issues with dell, virgin mobile, tracfone, motorola etc.
i think at&t took me on the craziest trip. i was on the line trying to get this guy an arizona area code which wasn't listed in the directory anymore. the tech guy did a three way with the other supreme tech, and that supreme tech did a three way with arizona at&t activations line.
so in other words, all four of us were on the line trying to get this one problem fixed, it was nuts.

[LoveToMySilas]

I hate having to deal with the online customer service. Or like how you call them and get one of those machine recordings. Sometimes, I want to talk to them on the phone but it never happens and they never have my problem on the customer service Q&A. It drives me crazy.

[libertie]

I loathe those idiots. Before they even speak I inform them that I've been through their calls before, performed all checks they always suggest, and tell them that I'm not a computer idiot.

Been there. I'm not a big fan of wasting other people's time, so I look into everything before I actually give them a call. I'd prefer it if they didn't waste my time either when I tell them that I've already been through the steps listed on their website. I hate getting passed around to like three different representatives before I finally have someone tell me they'll have to do what I thought they'd end up having to do in the first place (for example, the DSL company took five different people to tell me they needed to come check my line).

[lkajsfklajskds]

the dell tech support are slow online

[Just_Dream]

Yea well, when I filed the BBB report about Dell, they actually got back to us in like.. 10 days. Although, we got our issue resolved beforehand, anyways.

A tip: When calling customer care, be agressive and use your "outside voice" as much as you can and tell them that they've taken you in circles many times (even if this is your first time calling) because if you're nice about it, Dell will take advantage of you and try to get you to buy more crap from them even if you've already paid for it and it was their fault in the first place. Ask for a higher-up manager.

Just make sur eyou have 3+ hours to spare because time = money and if you're asking for compensation, it better damn well be something worth $100+. Otherwise, don't waste your time. Go file a BBB report about Dell and it will get resolved -- hopefully in a short amount of time like ours did.

[lkajsfklajskds]

^thats all fine, except for the fact that i talked to them

the dell tech support are slow online

[Just_Dream]

^thats all fine, except for the fact that i talked to them

Actually, if you noticed, I have not quoted what you posted. I was just posting a continuation of my original post (and reply) because obviously that's what this thread is about -- "Comments and Complaints." So no, my reply was not a reply to your post.