GetHuman: GetHuman-dlandry - can you tell our other Dell - Tech Support customers when your case took place?
GetHuman-dlandry: Yes. It was afternoon, on November 28th.
GetHuman: Did you reach out to Dell - Tech Support, and if so, how?
GetHuman: And which of these common Dell - Tech Support customer issues best describes the reason you wanted to talk to them?
(Shows GetHuman-dlandry a list of common Dell - Tech Support problems)
GetHuman-dlandry: "Repair Claim" was why I was trying to call.
GetHuman: So how would you sum up your experience for GetHuman's Dell - Tech Support customer community? We'll censor any IDs, numbers, or codes and any inappropriate words here out of respect to the millions of other customers using this resource.
GetHuman-dlandry: A Truly Abhorrent Experience
GetHuman: Can you tell the rest of us a bit more from what happened on 11/28/17?
GetHuman-dlandry: I've had an absolutely terrible experience with Dell Technical Support. After receiving an annoying over-the-phone diagnosis, Dell sent a technician to fix what they thought was the issue. Well, when the tech left and I still had a dysfunctional laptop, the experience got even worse. After calling numerous times and being without a computer for two weeks I've officially memorized the script of the automated answering machine, along with my service tag, the words used to help people understand letters ("D as in delta, J as in Juliet, M as in Mike, V as in Victor"), and the horrifying jingle that plays when being left on hold. I asked to speak to someone from the continental U.S. and was denied. I was interrupted, hung up on, and also dealt with someone leaving the phone in utter silence. I waited over ** minutes to see if they would return but to no avail. After expressing my deepest concerns I was referred to a senior technical team because my case had been elevated to a "senior-level." After finding out about this, I was told that I had to schedule a senior technician to call me. Well, I never received a call, even after rescheduling. Finally I got a call from the corporate office where their representative told me I could send my computer to them and they'd fix it, or they'd send me the required items and walk me through fixing it myself. So now, I'm shipping my computer off and will be receiving nothing for having to go through such a horrible experience. Most places will at least offer some sort of compensation, whether it's store credit or SOMETHING. I'm a college student with no computer during finals week, and even after expressing through a variety of means how important this is for me the people I worked with had no sense of urgency. With a combination of phone tag for two weeks, shipping*repair time, and the high probability of a delay for the holidays, it looks like I won't have a computer until literally next year. No matter what level of personnel I was speaking with I never felt like a valued customer* what a truly abhorrent experience. Dell, you're lucky this computer was a Christmas present.
GetHuman: Let's quantify your experience contacting Dell - Tech Support. On a scale of 1 to 5, how easy is it go get help on a Dell - Tech Support problem?
GetHuman-dlandry: I'd give them a five out of five for ease of finding your way to help.
GetHuman: What about quality of communication. How would you rate that on a 1 to 5 scale?
GetHuman-dlandry: I'd give them a three out of five on communication.
GetHuman: And what about Dell - Tech Support's ability to quickly and effectively address your problem?
GetHuman-dlandry: For that I would say four out of five.
GetHuman: And finally- any advice for other Dell - Tech Support customers?
GetHuman-dlandry: Call them early in the day or late. Don't forget any personal or account information you might need for Dell - Tech Support to know who you are.
GetHuman: Well there you have it. Some useful feedback and words from GetHuman-dlandry taken from his Dell - Tech Support customer service problem that occurred on November 28th, 2017.