Complaint / review text:
I recently had a problem with the wireless connectivity on my laptop. I called Dell tech support to try and get this problem resolved. What followed was the worst service I have ever experienced in my life. I spent about 20 minutes going through problems and settings on my computer with one guy, who figured out he could not help me. The next person I talked to treated me like I was an idiot because I could not understand him. Mind you, he's in freaking India and has a very strong accent. But that makes me the idiot. This person kept me on the phone for the next 40 minutes. During this time, he had me uninstall my wireless card, restart the computer, reinstall the wireless card, and give him control of my computer (through remote access).
At the end of this hour, he determined that he cannot fix my problem and informed me he was going to transfer me to a special team of people whose sole purpose is to fix these types of problems. He also let me know that even though my computer is still under warranty, they were going to charge me to talk to this next group of people. Upon hearing this, I was outraged. I demanded to speak with an American, English speaking manager. I was told that's not an option. This upset me bad enough that I hung up the phone. I called back and spoke to someone else, and requested a manager. This person told me that they would like to try to help me.
At this point, I was able to get someone currently in the office with me to fix the computer without the help of Dell. I told the man on the phone that I did not want to fix my problem; I just wanted to talk to a manager. He said that if I would give him the necessary information, he would be able to get me to the right person. I then gave him my service code and told him that this was a laptop. He pulled up my file and began trying to talk to me about the problem I called in about over an hour prior to this conversation. I let him know that I didn't want to talk about it; I just wanted a manager. I was pissed and I was done with tech support - I just wanted a manager. He put me on hold and then hung up on me. I tried to call a different number for Dell (one of their outlets). When an Indian man answered the phone, I just hung up. It had become quite clear that I was not going to get anywhere with anyone in India.