Update = After completing troubleshooting, a DELL-Cares agent setup a part replacement.
Got a huge dead pixel on my screen. However, this is no the reason why I gave a one-star review. I wish there is a ZERO Star option. The main reason is the utterly frustrating & humiliating process of getting technical support to request a replacement. Get ready for the long story. First frustration: searching for the right contact details in Singapore (where I bought the product). It took me a while to realise I can only contact the support via WhatsApp, no email and local phone line. This is where the story started. Second frustration: communication in different time zones. The WhatsApp support is based in the USA (CST) when I am in Singapore (SGT). Hence, they can only talk to me via text in my late evening. This is totally out of my expectation as I am expecting a local support, at least in South East Asia region, to assist me. Third frustration: multiple late nights to acknowledge the defect I am facing and create a case which I can’t track, ridiculous isn’t it? I sent my first text on 4th Feb (the day I received the monitor ) asking for support, talked to someone without a name, followed the diagnostic instructions to confirm the defect and sent my invoice to prove my purchase. No response at all until 7th Feb (3 days later) when I asked in WhatsApp for update. Guess what.. This time I am chatting with a human - Chaitanya (not Chatbot , I guess…) and repeated the same diagnostic process , sent a video and result of troubleshooting, and submitted my invoice again….did you guys check the history of the chat? the next day, 8th Feb, another support -Anita acknowledge the info I sent and promised to get an update to me within 1-2 days. On 9th Feb, this time Chaitanya replied with the exact same questions she/he/it/they asked me on 7th Feb (am I talking to a chatbot?!). With great patience, I answered all over again….this time my case ID was created. As usual, 1-2 days was promised to get back to me. Fourth frustration: multiple failed promises… continued the story from third frustration. On 11th Feb, somehow I found the phone line that I can call and talk to Parveen to request for replacement. As per his instructions,I uploaded the troubleshooting video and photos to the support case portal. I sent him the copy via email as well. Due to my busy schedule, it slipped my mind that I was still waiting for the promise to be fulfilled. On 14th Feb, this time one of the managers from Dell Social Media team (err?? Can Dell respond to my request next time? that will be perfect!) said she/he/it/they noticed my issue was not resolved yet and asking for my acknowledgment so that they can work toward a resolution. Behaving like a chatbot this time, I sent the detail of my issue (service tag, case number , service request…) to the person.I didn’t even bother to ask for how many days I should expect to get a reply now. This showed how frustrated and helpless I was. Miraculously, I received a call from Dell Technical Support from Malaysia, trying to understand my issue and to create a case. Wait…. Didn’t I just talk to Parveen three days ago …what’s the meaning of the call?! Fifth frustration: Are you really paying attention to your customer, Dell? On 16th Feb, I received an automated message saying that my case was still in progress and please reply to the message so that they can keep me posted….of course I replied with a big ‘YES PLEASE’ . Do I have other options? On 18th Feb, I REACHED MY TIPPING POINT! I received a message saying they haven’t heard from me in the past 24 hours and asking me to write back with details as discussed in previous interactions, so that they can take this further. AND if they do not receive a response from me, they will archive the case.. EXCUSE ME?! This time, I asked for email address from the one, whoever replied to me in WhatsApp , so that I can forwarded my previous interaction. Guess what, now this technical support , be it human or chatbot, asked me to provide pictures of monitor, front and back paper with written today date and time along with case number, and photo of service tag sticker with visible details… I only took the photo of service tag because this is what they insist to see..so I did that and additionally confirmed my home address and phone number. On 19th Feb, I received a message saying service request for the monitor replacement with dispatch number is created. I have never felt so helpless, frustrating and humiliating with customer support!!! I only ask for a replacement now, please get it done for me ASAP. AND Please review your customer support process. I appreciate your time and patience reading my review. My apologies for any grammatical mistakes, too sick and tired to edit after typing it out.
Frustrating and humiliating technical support