Complaint / review text:
Yesterday, my computer suddenly was crashing, and it was evident that I had a virus on my new Dell Vostro laptop. I immediately called Dell Customer Service. I was tossed around to different CS agents, disconnected twice, and then finally got on the phone with someone who said he could have it fixed and it's no problem. After an hour of him speaking over me and not listening to the problems with my computer, he finally was able to remote into my laptop and said that he could fix the problem and that no other computer technician outside of a Dell Customer Service Agent could fix this problem.
Then, he told me that he noticed that I did not have the software warranty on my computer and that I should purchase it right away. And he went into his sales routine and told me it would cost $240. I told him that I didn't want the warranty; I just wanted my computer to be fixed, so I could get back to work. (I had spent over an hour on the phone with Dell at this point, most of it being tossed around and repeating the same service tag number over and over again.) After I told him that I wouldn't buy the software warranty, he said, "Then I won't fix your computer." And he began yelling at me "Why wouldn't you want to buy the software warranty? You get 1-year of free Customer Service and you can call at any time." Shouldn't that be what I get as a Dell Customer?
In the end, I told him that I wouldn't buy the warranty and I told him that I was going to disconnect the call unless he agreed to fix my computer. He put me on hold for 10 minutes, came back, and said he wouldn't fix the computer and that Dell service agents are the only people who can fix this type of problem and that I should buy the software warranty. I hung up and called clickanerd.in ten minutes, they were in my computer and running the fix for less than half the price. They were easy to speak to, didn't toss me around to different agents and put me on hold, and didn't yell over me as they read their computer-generated responses.
This was the 4th Dell computer that my growing company had purchased in the last 4 months and the second customer service issue in that time where we have been left frustrated and angry with their computer-generated responses.