Let me apologize in advance for the title of this post, as I don’t normally use that type of language, so that should give you an idea of what I’m going through right now. As I write this post, I’m forced to resist the urge to go to the doctor and get my blood pressure checked. See, I just got off the phone with Dell. Or should I say I was just disconnected from the phone by Dell?
It all started a few months ago when my wife decided she needed a new desktop computer for her business. After looking at her computer, I realized she was still using an old Gateway we bought 6-7 years ago! She has always used PC’s in the past and is comfortable using them, so naturally we began looking for a good deal on a brand new personal computer. Over Memorial Day weekend we received an email with some specials from Dell which were pretty good deals, and I’ve read a lot about how Dell has improved their customer service from Jeff Jarvis, so I decided we would give Dell our business. I gave Dell a call and spoke to a friendly sales woman who worked with me to find the best PC for our needs. I stressed several times throughout the call the only real need we had was for a dual monitor setup (needed two identical monitors and a card that supports dual monitors). I also am a proactive person, so I decided to have them include a wireless network adapter with the desktop computer since they were custom building it anyway. After we got everything figured out at a price I was happy with, I placed the order and all was good.
Fast forward a couple of weeks and my wife is excited the computer and monitors has finally arrived. I unpack it and begin getting things setup only to discover to my horror that they shipped me two DIFFERENT monitors. Not only are they different, but one is a 20 inch monitor and the other is a 22 inch widescreen which operates on a different resolution. When I open up the box to the computer, I also discovered they simply threw in an external wireless antenna instead of building it into the computer (like they’ve done on our other Dell computers in the past). In other words, I’m stuck with a worthless piece of hardware.
Of course from what I’ve heard about Dell’s new and improved customer service, all is good, right? I’ll call up, they’ll correct their error and all will be good….or so I hoped. Unfortunately within 5 minutes of making my call, I had been transfered a total of 6 times to different people, most of which were difficult to understand. I finally landed with someone who I thought could help me, but after 5 minutes of explaining the details and providing the order number for the 6th time, I was informed that I had again been transferred to the wrong department and they would be transfering me again. After being sent to representative number 7, he took the information, then informed me I would need to speak to their returns department to return my monitor, then once that was done, I’d need to speak to the technical support team (who’d I’d already been transferred to in the past). After I politely complained about the customer service I was getting, the gentleman (I use this term loosely) placed me on hold and I was introduced to the dial tone. Thats right, apparently I had been hung up on.
So, now I’m out countless hours that I’ve invested into researching, purchasing, setting up, and now dealing with these problems, and I’m no better off. My wife has two different size monitors that don’t even operate on the same resolution, and I’m out a significant amount of money. To make it worse, my wife is the one who will suffer because I convinced her to go with Dell. I’m at a loss as to what to do now, as I can’t seem to find anyone within the company that can help me. Anyone have any ideas?