Dell & DHL: A Halloween Horror Story and Morality Tale All In One,
or How to Screw Your Customer Without Even Trying
I like Dell laptops best. They almost always have the features I need in products that are not the absolutely most expensive possible. Hereafter, I'll work harder to find what I need elsewhere because, in short, like many Too Big vendors, they can't help but screw me. They outsource their "customer service" to somewhere every single rep reads a script in a thick foreign accent (foreign not a problem - outsourcing a BIG problem). They don't respond directly to any of my questions but just take the next step, even if irrelevant, in their instructions.
I depend absolutely on my laptop to direct an international peace organization called Aiki Extensions. On Oct 21, to leap a total IT meltdown I ordered a Dell refurbished (i.e. no assembly required) laptop via emergency "next day" ship. Oct 29 I'm still waiting & screaming inside as they try to weasel out. Turns out DHL had a "handling delay" that could have involved a "scanning error" and couldn't release it to me from their facility a few blocks from me until Dell gave them instructions to do so.
Then I find these Yelp reviews and it turns out it happens to everybody.
Dell Customer Support isn't, but tell your friends DHL is not your strong choice. read more