In late April, my mother bought me a brand new Dell Inspiron 15 windows 8 laptop as a gift for my 20th birthday.
As soon as I turned the laptop on, I ran into problems,
the disk use would hit 100% just running background applications, making it nearly impossible to run anything else.
And just the other day, I found that the laptop screen had cracked from simply being shut in the normal manner.
I contacted Dell to try and sort the issue,
initially we ran a diagnostic test on the laptop with the built in software, but it showed no faults.
At this point, it was approaching the call center's closing time, so I agreed to have a call back the next day to try and resolve the issue.
The next day came, and after waiting all day for a call, nothing came.
I called back the next day, frustrated, but still just wanting a usable laptop,
I spent a further hour on hold waiting to talk to someone, and when I finally got through,
I was told exactly the same thing as the day before,
after running further diagnostics,
the computer still wasn't showing any fault according to Dell,
again they said they'd call me back the next day, which I had plans for.
Annoyed, and still wanting my laptop to be fixed,
I cancelled the plans I had for the day in the hopes the issue would finally be resolved.
After spending most of Wednesday 20th of May on the phone with Dell, still nothing was working,
so they agreed to send out a technician to come look at the laptop and see what the issue might be.
For this they told me to wait 48 hours for the appointment.
48 hours came and went, but as it was over the bank holiday weekend,
I gave them the benefit of the doubt that they meant 48 hours on working days only,
but I was still waiting a week later.
Today, I received this email:
This is in follow-up to your service request ........ for your Dell product.
We would like to inform you that we are still waiting for the product description to be updated on our records
and it will mostly take about next 2 to 3 business days.
In case of any additional concerns/questions please contact us directly by replying to this email (DO NOT change the subject line).
Our work hours are from 8 AM 8PM GMT (MON FRI).
Thank you for choosing Dell.
Client Technical Support Specialist
Dell | UK & Ireland Technical Support"
This email only served to confuse me, as it's their product, so I don't know what description they were waiting for,
and to be told that after waiting over a week already that I'd have to wait even longer,
I decided to travel to their Bracknell office, as I was staying close by anyway.
After talking to the receptionist at Dell, someone came down and told me that there was nobody in the office that would deal with my complaint,
which considering this was a huge office, I highly doubt that there was nobody senior in the building that could have dealt with my complaint.
I was told that the matter had however been passed to a senior member of staff, who would be calling me today to offer me a resolution with my issue.
It's currently around 10:30 in the evening here, and I'm still waiting on the call, so yet again, they've failed to keep phone appointments they promised me.
Also, when I was talking to the lady she was saying "not to worry because the people that call back will be proper British people"
which I feel was hugely inappropriate and also insinuates that I have a racial issue with their call center staff,
(I am an avid human rights and anti-discrimination campaigner, and was horrendously insulted by this).
This has now been going on over two weeks and I'm completely at the end of my patience with Dell,
and fail to see why I should even want to remain a customer of theirs after weeks of what has been the absolute WORST customer service I've ever experienced.
My mother is also terribly upset as she worked hard as a single mother to afford to buy me such a lovely gift,
and now she's out of pocket and feels responsible for the grief.