I contacted Dell on Saturday, July 30th, to extend the warranty on my Vostro laptop (service tag GCN2DN1). After waiting on hold for over 30 minutes, I was finally able to place my order to a rep. who could barely speak English. The rep. told me that the 1 year warranty was $109. I asked to be
billed, and she said that it could be charged on my Dell preferred account.
The next day, I received a call from the accounts dept. to confirm the order; however, the amount was around $150. I was then told I had to contact the sales dept to resolve the issue. I then spent
another HOUR and was transferred no less than 10 times from one rep to
another. I finally requested to speak with a manager from the customer service dept.
After waiting another 30 minutes, the manager (who also did not speak
English very well), told me that the order had NEVER been processed. He assured me that the manager from the warranty dept would contact me the next day (Monday). Of course, he never did.
On the following Tuesday, I filed a complaint against Dell with the Better Business Bureau. On
Thursday I received a call from Dennis who claimed to be from Dell Corporate
(though his English was far from fluent). My call was lost and he left a message with his extension to call him back. I called back promptly and asked to be called back on Friday as it was almost 5pm. I never received a call on Friday. I have contacted Dells corporate number at 512-977-0808. A generic message plays and asked me to leave a message. Then the recording stated that the voice mail was full.
Friday evening around 6:45, I finally received a call from Dennis. After explaining my experience,
he offered to give me a discount of $9! He claimed the original amount was $168 even though I was quoted $109 from the first rep. After arguing with him for several minutes, he offered $80 for the warranty. I reluctantly agreed. However, I am even wondering if he will even process the discount. I wouldnt be surprised if I get the bill and still says $168. Even if he does, I am still very unsatisfied with a $29 discount for the immense frustration Dell has caused me.
Until this experience, I have had quality service from DELL. However, this experience has
taught me that buying a Dell isnt worth it anymore due to their PATHETIC customer service.