I just got done sending this email to Dell customer feedback:
"I have owned a very small business for 14 yrs and have purchased at least one computer yearly during that time. I have exclusively bought Dell products. I have consistently found your products to be reliable and service to be excellent. Several weeks ago, I attempted to order a laptop online. I had a technical question which I could not get a "real person" to answer. I repeatldly phoned to state (very calmly) that l was confused and needed to speak to someone who could help me. EVERY TIME I calmly expressed to your overseas agents that I was frustrated and needed help, my call was disconnected. Is this typical? It is UNACCEPTABLE! I am expanding my business on 1/1/2011. I just placed an order for two Lenovo laptops. I'll be ordering more laptops, a server and a new printer over the next several weeks. None of these will come from Dell. Despite 14 years working with you, I am very sad to say that your cust svc has fallen off the cliff, and I can no longer patronize Dell."
I have found that it is now nearly impossible to reach someone who is competent and technically astute when trying to order from Dell. I would imagine that if I had already purchased the product, and payed for a higher-level support package, then someone would be at my beck and call. However, the fact that they have made it so incredibly difficult to purchase their products if I have even the simplest of technical questions on the front end has driven me away from a company to whom I used to refer all of my friends.
I have no problems in dealing with tech and/or sales support in Bangalore...in fact, I often prefer it to speaking with a minimally-trained representative somewhere in South Dakota. That said, whomever Dell is using now is providing sub-par service, and it is damaging their image tremendously. For me to make 10+ calls to sales support and to be disconnected (hung up on) each time I calmly expressed that I was frustrated was beyond shocking to me. I am truly not a jerk, and made HUGE efforts to be courteous despite my growing displeasure with my treament by multiple Dell telephone reps. Dell should attempt to eliminate my frustration and confusion...not to avoid it. The company I had come to love has now betrayed me, and I do not feel that I can ever patronize them again.
And we wonder why companies like Apple and Lenovo are eating the lunch of the more established PC manufacturers. Wake up Dell! Gaining new customers is extremely difficult in the current environment. Keeping loyal customers is much easier, and should be a primary focus.
What product did you purchase or try to purchase? 17-inch laptop