Dell Customer Service

A

Anthony A

New member
I phone Dell today to look into buying some more RAM for my lap top. I currently have 512MB and I am going to add another Gig (1024 MB) so I will have 1 1/2 Gig of DDR2 RAM. So I get a quote for $120.00 CDN and she says that is for a "refurbished" part. I say I want a new part not a "refurbished"part. She says "refurbished" is new and never used but Dell calls anything that has been removed from the pallet "refurbished". I said that makes no sense because unless you ship me the entire pallet than everything you sell is "refurbished" according to your definition. She insists they are new even though they are called "refurbished". I said what if I insist that I want a new one? She looks and says it will be $400.00. I say why is it considered new? She says because it hasn't come off the pallet. I asked if they were going to ship me an entire pallet she said no. I said then when it comes off the pallet than it is considered "refurbished" according to your definition. This went back and forth for a few minutes until I told her I want a new part and that's it. She said they don't have any any where in the system. I said a company the size of Dell has no 1 Gig DDR 2 RAM anywhere in the system? She goes no. I said bull $hit. At this point I was :gun_banda and in no mood to continue talking to this moron. I hung up the phone and will phone later and talk to some one else.

I guess Dell just makes up their own definitions for things and doesn't appreciate you asking questions. According to their definition of "refurbished" anything that comes off an open pallet is "refurbished". Unless they ship a whole pallet to you they have to open it get your part and ship it. I hate dealing with customer service reps that are stupid tools like this one. :wall
 
Although I do not do much talking with Dell my wife spends hours waiting for Dell customer service. I get the play by play just like you have imparted after her stint with the customer service attendant. I am not surprised by your rendition of the experience.

What I am surprised with is that you were able to understand the customer service attendant. It has been my limited experience that they are not in the US. The work is farmed out to people from other countries who understand the English language but seem to have a problem speaking it well enough for me to understand.
 
cwcad said:
What I am surprised with is that you were able to understand the customer service attendant. It has been my limited experience that they are not in the US. The work is farmed out to people from other countries who understand the English language but seem to have a problem speaking it well enough for me to understand.
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If I call tech support I get some one in India 99.9% of the time. This call was for sales so I was talking to a Canadian based in Toronto.
 
Don't buy direct from dell, they overcharge. Check out Crucial.com, much cheaper prices. I always get the least amount of RAM when I order a laptop from Dell, unless they are running a good special, and just order the extra sticks from Crucial.com
 
I've had some misery dealing with Dell recently and currently, Network Solutions. I was even dealing with well spoken , English as a first language customer reps as well. Apparently one still really can't win. Consumer satisfaction is certainly an endangered species these days. :chair:
 
Luckily when I was in the business I had a designated team including sales (inside and outside) and service (including desktop and server solutions). Most of these team members were located in Round Rock. I received excellent product, product infomation, and product service from Dell. My experiences showed Dell to be a first class organization.
 
Mr. Clean said:
Luckily when I was in the business I had a designated team including sales (inside and outside) and service (including desktop and server solutions). Most of these team members were located in Round Rock. I received excellent product, product infomation, and product service from Dell. My experiences showed Dell to be a first class organization.
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To be fair most of my experiences with Dell have been positive. The lap top has performed perfectly and I am happy with it. The tech support is usually thorough and i can't complain except as mentioned earlier sometimes you can't understand what is being said because the person has a strong accent. Today though was a joke. I still don't know weather or not I am getting a used or new RAM stick when they say it's "refurbished". Their definition of "refurbished" is idiotic to say the least. Later on or tomorrow when I call back I hope this gets straightened out and I get a new piece of equipment at the good price. If not I will have to check out Crucial.com like Lwnwookie suggested.
 
Anthony A said:
I still don't know weather or not I am getting a used or new RAM stick when they say it's "refurbished". Their definition of "refurbished" is idiotic to say the least.
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Is it possible that part of the problem could be in the translation?

Charles
 
CharlesW said:
Is it possible that part of the problem could be in the translation?

Charles
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Like I said the person was Canadian and based in Toronto with Dell Canada. The part I ordered would be coming from a distribution center in Toronto. I under stood her fine. She was just being evasive. A new 1 Gig RAM stick was $400.00 but a "refurbished" was $120.00. And according to her "refurbished" means "not used or a product that has been returned. They are considered "refurbished" because the pallet they are on has been opened". I don't get it. You have to open the pallet of product to get a piece and soon as you do it's considered "refurbished? How do you buy anything new from Dell than? Buy a whole pallet full? All I know is I don't want a used, rebuilt, or other wise less than BRAND NEW product. Why can't they just be straight and cut the BS. If the product is not new say so. I don't like it when people try to put a spin on things especially when I am spending money on something.
 
All of Dell's customer service reps are reading from a script. Don't expect any sort of elaborative answers.

However, yes, I agree, it can be very stressful when speaking to them.
 
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