DELL has lost a lifelong customer. After my last laptop purchase appx 4 years ago and yet another terrible customer service experience, I swore off Dell. When my laptop stopped working, I reluctantly purchased another laptop knowing I would probably regret it but wanted to give them another chance as again, I’ve been a lifelong customer. My mistake and knew better. After 3 months of use, the laptop completely stopped charging and have no access. Keep in mind, I am self-employed and work primarily from my laptop and therefore can’t be without. After setting up a service ticket and not receiving an update or next steps, I called in the following day. After 4 hours, talking to 5 agents and 1 supervisor, being talked down to and told differing information from each, I am still not confident in the resolution they provided. One of the many reps told me repeatedly a tech was scheduled to come out the following day to repair it from 9-5. I advised I have client meetings and why was I never informed of this? They would have showed up and I would not have been there. The agent did not understand the problem and just kept regurgitating the same info without listening to me. I asked him to send an email (as I have received no info or updates regarding my ticket) advising of this “scheduled” tech appt for the following day. I never received one (only to find out later he didn’t send because he was blatantly lying). I cancelled my client appts and cleared my day for absolutely no reason. I called back and spoke to an awful and degrading agent who kept reading their policy off script and not addressing anything I was saying. He continuously talked over me without addressing my concerns. I finally asked to be transferred to a supervisor as this was going nowhere and didn’t have the time to explain the basic premises of customer service to him anymore. He stated he would but that the supervisor wouldn’t help me anymore than he did. After finally spending an hour with the supervisor, I was informed that no tech was scheduled for the following day. He put in a request for service but as of now, have no confirmation of this and am idly waiting without a computer (impacting my income and client satisfaction). I have finally learned my lesson and will NEVER buy another Dell product again. I am considering giving this new laptop away and starting fresh with another brand as I don’t have the bandwidth to ever deal with this again. Such a disappointment.
