Some people might tell you that Dell customer service has improved over the years and that it is actually quite good but due to my recent experiences I think there must be a special place in hell reserved by those that run their customer service department.
I purchased a Dell WFP2407-HC monitor off them about 2 years ago, a highly recommended monitor that I am sure alot of you are familiar with. I developed a problem with the monitor a few months ago, no biggie I though, I was still covered by the warranty and was eligible to receive a working replacement. A few days later I explain the problem on the Dell service forums and get in contact with their support in the UK, they said because I had bought the monitor in Hong Kong, I would need to get it replaced in Hong Kong as the warranty is not worldwide. Fair enough at this point, no problem with that, I was going to spend my summer in Hong Kong anyways which at that time was only 1 month away. So I pack the monitor in the suitcase with me to Hong Kong.
I arrive in Hong Kong and after a few days I contact Dell HK through email, no reply for 3 (working) days despite the fact they *should* reply within 1. Sent another email, this one came back with a reply the next day and over 3 days a pickup and replacement is arranged. This happens 2 days later, I open the box when I come back from dinner and amazingly they managed to send me ANOTHER broken monitor, I didn't even need to turn on the monitor to realise it was broken, the stand was unable to move up and down and was stuck on the lowest position. Not only that, they sent me the Dell 2408 which is notorious for very bad input lag which I do not want as I game alot on the monitor as well as do work. I immediately send another email back.
Another exchange of emails happen over the next few days, I respond one last time except this time no reply after 1 day, I am getting worried at this point as I was about to leave the country soon and wanted the monitor to bring back with me to go to university. I call the support line and explain the problem, this first time I got forwarded 3 times over 20 minutes to different departments explaining my situation to each. Last person tells me I should wait for the email and it would be done in time, I explain I wanted it to be done NOW as I was urgent to leave within 4 days, he fowards me again and this time no-one on the other end. Angrily I decide to jut wait for the email.
The next day still no email, I call again at lunch, forwarded SIX times this time before actually getting to a person who would listen to my problem, strangely it was the sales department I was talking to. Backwards and forwards with different conference calls with all the departments for the next hour, it is Friday at this point and I was to leave Hong Kong on Sunday night. The sales person said it could be possible to replace on sat or sun but he would have to contact the customer support department to confirm. In the meanwhile I talk to another tech support person, he thinks I am ridiculous for wanting a 2407-hc over the newer model and says it is company policy for them to send what is available in the refurb department. He claims that there is nothing that can be done further, however he seemed to forget the stand is broken....
The sales person calls me back 2 hours later to explain how he was able to contact absolutely no-one in the customer support department and that is impossible for them to send it on Sun/Sat now, I am on the phone for another 1hr 1/2 discussing possibilities, in that time he tries to contact no less than 5 other people, none of which picked up their extensions. At this point I had enough for that day as it was getting nowhere, the sales person says he will call back on Saturday to see whether shipping can be arranged from HK to UK.
Saturday comes and the sales person calls, he says there is no possibility for them to send to the UK or compensate for us to ship it ourselves. I am on the phone for another hour, in that time he tries to make contact with tech support again but no response from them or customer service despite the fact they should be working on Saturday. The sales person says he cannot do anything without approval from customer support which is not responding at all. At this point I am stuck as I am leaving the next day.
I fly back on Sunday and arrive Monday morning, I quickly call Dell back to sort something out. This time customer support actually answers, according to them my case has been elevated to a higher status and they want to resolve it quickly (p.s. its already too late.). I talk with them for another hour and they explain the options to me:
- They cannot send it back to the UK
- They cannot pay compensation for me to ship it myself
- They cannot transfer my warranty claim to the UK
- They cannot guarantee me a 2407-HC
- They cannot let me speak to someone higher up
HOWEVER they claim they can send on Saturdays and Sundays now, next day as well which is very surprising to me as before it was claimed I would not be able to receive a working model on Saturday or Sunday despite calling on Friday. They try and offer me an better warranty plan as compensation but it is useless to me as I do not live in Hong Kong and only visit maybe once a year. I then ask if they can upgrade me model to the newer U2410, they flatly refuse that as well not surprisingly. At this point I was extremely frustrated and asked them if they could offer me any sort of compensation which would be beneficial to me. They offer me a 4gb USB flash drive.....
I now have a monitor which may not even be working or the model I want stuck in Hong Kong when I need it within the week. It will cost me ALOT of money to send it back to the UK as well. To anyone thinking of buying from Dell directly... DON'T.