I give them a D for customer service so far. Hopefully this initial feeling of disappointment is wrong…

Hi, I am writing in to express my disappointment with the service I have encountered with your Customer Service agents.

Before I start, I would like to clarify that my reason for calling is just to check on my Estimated Delivery Date for order (censored). I have placed my order last Thursday (25/02/10) and until today (04/03/10), there is no update to the Estimated Delivery Date reflected in my order status.

I have called Dell’s phone support (1800-394-7486) on 4 March 2010 at 1510hrs. I was attended to by a male agent. I posed my question (as above) to him, and I was advised that “the system was down”, hence I could not see my estimated delivery date. This is a fair enough reason, so I asked if the agent can advise my estimated delivery date.

Before I can get an answer from this agent, the line was cut off.

I called Dell’s phone support again, and I was attended by a female agent. I have told her I was previously on the line with one of your agents when the line got cut off. The reply I got was far from disappointing.

Your agent told me, because phone support is “now closed”, hence all the lines are automatically cut off.

Is this correct?????

Firstly, the time I called was around 1500hrs, which is well within your stated business hours of 8am-5pm. WHY is the phone support closed at this hour??

Secondly, do you actually cut off your customer’s phone call mid-way because it is time to close??

In addition, your agent seemed to be in a hurry to end my call by telling me she will get someone to get back to me tomorrow via email, without even wanting to understand what was my issue from my original call.

I have made the effort to call your phone support, and worse, got my phone cut off mid-way, why am I being pacified by a promise of an EMAIL reply? Fyi, I have sent an email enquiry two days ago asking the same question and so far, nobody has replied me.

The service I have encountered is absolutely unacceptable and disappointing as a consumer. This is the first Dell product I purchased and it might be my last, seeing the customer service I received for such a simple enquiry is far from satisfactory.

I don’t apologise for the excessive use of ‘??????’ in my email. I’m really feeling &^$%@*(@)$)@!!??? lor.

Wonder if they will ignore this mail again.

***

Edit @ 6/3/2010 0016hrs: Ok…now I give Dell… F for email correspondence, but C+ for effectiveness?

(The below email is with regards to my email enquiry sent 2 days ago and not to my complaint email as above.)

Dear Pei Shan,

Than you for contacting Dell Customer Service.

I have checked your order its has been delivered for you on 5/3/2010

Dell Customer Service

“Has been delivered” is an ambiguous term! Had I not known better, I would have expected my goods to be on my doorstep on the same day. Sigh. What can I say… And they did not make any reference to the call I made yesterday. Not sure intentionally or not. The whole email looks so 敷衍 lah.

My order tracking has been updated. Part of the details:

04-Mar-2010 Ship from Factory
05-Mar-2010 Loading for Export
05-Mar-2010 Uplift

The Estimated Delivery Date is also up and no longer asking me to wait for “3 business days”.

While I’m happy with these updates (hey, at least they appeared to be doing something), I wonder why my Estimated Delivery Date is stated as “15-Mar-2010“?????????

I know their factory in Malaysia lah, but surely it DOES NOT take 10 days for something supposedly to be couriered from Malaysia to Singapore right??

I just want my laptop. T__T