I have 2 interactions with Dell Customer Service in India and both of them very very frustrating. After the first interaction, I gave them a second chance thinking first must be an outlier but now i am convinced that Dell does not care about customer service. Hence I have decided never to buy a dell again and infact few weeks ago i had recommended a first time computer buyer for Dell but I am going to make sure that he does not purchase a Dell.
Both my interactions were with dell accessories group - power adaptor and battery. For battery I interacted with 3 persons at Dell Service Center - Kulsum, Jeff & their manager Mr. Arun M. I got a quote from them with no problems and they gave me very prompt answers to all my questions before they got my payment. But once they received the payment, their tone changed completely. I tried contacting them thru email, phone but never got any response as to whether they have received my payment or not and when are they are going to ship my product. Its been a week now and I don't know if they have received my payment or my money is gone. I have spoken with Kulsum 3 times asking her this question and have got back a response that I will call you back. But obviously never got any calls back. Today I spoke with their manager (supposedly) Mr Arun M and he instead of consoling me had the guts to hang up on me. On calling again he is arguing with me and says 'this is an MNC' and this is how we work. You are 'just a customer' and not his manager so he is free to say what he wants. Instead of accepting that there is something wrong with and apologizing, his tone was arguemental and that this is the best I can do.
I am not sure what I can do to take care of this man (Arun) but am sure that am not going to purchase a Dell anymore..
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