dell is the worse

What a hassle. I ordered a Sigma lens for me 20D camera from Dell (they had a good price). The lens was defective so I wanted to exchange it for another one.

I spent almost 2 hours on the phone with Dell trying to get a hold of someone who could take care of this. I spoke with a total of 8 people, given 5 different phone numbers to call, give one extension to call back on only to find out that extension was no longer in service. Was connected to Dells banking unit by mistake. I got a hold of one person who said she could take care of it. She said "just let me put you on hold for 1 minute". I hung up after 30 minutes on hold. At this point I was really mad and I let the next person I got a hold of know it. She said she would stay on the line until I was connected to the correct person. I was connected to the "right person" and she took down all the info (about the 5th time I gave this infomation) and said to help me out she was having UPS come to my house to pick up the return on Friday (at no charge). Well Friday (today) has come and gone and no UPS and now DEll is closed for the weeked (customer service) so I cant even find out what happened. This really ticks me off. Anyone else have problems with returns to Dell.

Bob Reim

This is typical D3LL. No surprise. Just ask to speak to manager and ask for $100 concession coupon for being 2 hours on the phone and helpless from customer services.
Ray

If the lens is still selling for the same price, simply order a new one, email them to return the old one, dispute the charge with your credit card company on the first order. Wait for Hell to get the lens back at their expense. This works much better if you are using AMEX as they usually error on the side of protecting the card holder.

A few years ago, I ordered a 1DMII from Hell. After it was backordered for 2 months, I cancelled the order. Eight months later, they shipped it. I tried to get it returned but just got the run around. I finally call Amex and challenged the charge. My charge was put on hold. Another 2 months go by and the credit card company told me Hell did not respond so they will reverse the charge. Now most of you will probably celebrate thinking you have a free camera but I know better because they know where I live. Hell then sent me a bill for the camera and threatened to send it to collections. I just email them and told them if they want the camera, they better send someone to get it. A human from Hell actually called me to apologize and UPS picked it up two weeks later. It's amazing how losing a 1DMII really starts to get their attention.

Hmm... I feel like ordering a 1DS Mark II.

Bob Reim said:

What a hassle. I ordered a Sigma lens for me 20D camera from Dell
(they had a good price). The lens was defective so I wanted to
exchange it for another one.

I spent almost 2 hours on the phone with Dell trying to get a hold
of someone who could take care of this. I spoke with a total of 8
people, given 5 different phone numbers to call, give one extension
to call back on only to find out that extension was no longer in
service. Was connected to Dells banking unit by mistake. I got a
hold of one person who said she could take care of it. She said
"just let me put you on hold for 1 minute". I hung up after 30
minutes on hold. At this point I was really mad and I let the next
person I got a hold of know it. She said she would stay on the
line until I was connected to the correct person. I was connected
to the "right person" and she took down all the info (about the 5th
time I gave this infomation) and said to help me out she was having
UPS come to my house to pick up the return on Friday (at no
charge). Well Friday (today) has come and gone and no UPS and now
DEll is closed for the weeked (customer service) so I cant even
find out what happened. This really ticks me off. Anyone else
have problems with returns to Dell.

Bob Reim

Click to expand...

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http://www.PatYuen.com

yep. I bought a computer from them a couple years ago and will never do it again. The video card they used is bad and causes blue screens once in a while and then they screwed me on the 6 months same as cash deal. Their customer service is the worst I've ever had to deal with.

I wouldn't buy camera gear from them. However, I did get a bad DVD drive and had to have them bring a new one and install it at the house, but it was done in two days.
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Juli
http://www.pbase.com/julivalley/galleries
Canon 2oD, Canon Gee3, and Canon S7o.

I keep trying to find an artist's eye in the B & H catalog

appear on these forums...just based on those, I'd never touch them for camera gear ever.

Juli Valley said:

I wouldn't buy camera gear from them. However, I did get a bad DVD
drive and had to have them bring a new one and install it at the
house, but it was done in two days.
--
Juli
http://www.pbase.com/julivalley/galleries
Canon 2oD, Canon Gee3, and Canon S7o.

I keep trying to find an artist's eye in the B & H catalog

Click to expand...

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Pak K So

--A quote from your post: "...hours on the phone..." says all you need to know.

Well actually you also have to understand that "..hours on the phone.." doesn't mean the issue will be RESOLVED when you are done.

So when you see these big discounts from them, (based on their higher than everyone else 'list' price'), think twice.

Jim Rickards

I hope you learned your lesson. These companies that offer sometimes unrealistic prices have to make it up somewhere else and one of the ways they do (Dell in this case) is by having less than adequate customer service as you found out.

When I was awarding contracts, our policy was to usually throw out the highest and the lowest bidder and work with the ones in the mid range.

Its not the same thing, but it is something to consider when buying camera gear or any other service for that matter.

jojo

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Those who like it, like it a lot.

About 7 years ago, I bought one (1) Dell computer, and one (1) Gateway computer for the house. I still use my Dell desktop, and no longer have my Gateway. The service from Dell outlasted the Gateway, and the customer service from Dell was and is, in my opinion, much better then Gateway, as far as computers are concerned anyway. Since Hurricane Katrina hit the gulf coast in late August, I bought a new Dell laptop, and have no problems with, nor was I upset that it took two (2) weeks for delivery. But, as for the bad service people are experiencing today with Dell, it might be that they are overwelmed with new computer orders for those that lost computers and network servers during and after Hurricane Katrina and Hurricane Rita. So many people in my area lost everything they owned, and many lost half that much, as did I my self. Unless you are living in my area, you might have any idea what is taking place with this massive recovery effort. Keep in mind, Dell's primary business is computers. The digital camers were only added to their menu since cameras have become so connective to computers. Dell does not manufacture cameras, they manufacture computers. This is my opinion, but I might not be absolutely correct in my thinking.

I hope this helps out those when considering purchases from DELL.

Denis

Yes. It took them 5 months to exchange out a defective desktop floppy drive. That was after about a dozen phone calls. All that work for a part they sell for $15.

I won't be buying any more computers from Dell. I've never even considered using them for photo gear.

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Charles Booher

http://www.boohers.com

I have been trying to return a lens for the past two week.

the best thing is use the customer's support via email. They usually respond in some hours.

You don't need to be on the phone for hours, you don't need to explain the problem several times, ...you just wait for the response.

I have a laptop which presented malfunction on DVD/CD drive. I am now expecting their visit to come here and chance the part. Let's see...

Caed

I deal only with email. Bought a 17-40L did not like it. The gave me a 35 dollar copon, and paid for the shipment back. I got the 17-85 IS, did not come with a hood.I Told them it did not, and they had an error on the web site, they sent another lens over night because they said it would have a hood. It did not. Gave me a chance to test both copies. The 2nd one was tad bit more sharp. They gave me a 35 dollar copon, and a 30 dollar credit, and will pay shipper to come get the 2nd lens. So I got the 17-85IS for 398.00 . Do email, and you will have better results.

Dell is the best for good deals, if you can wait.

You won't get it, anywhere.
Ken
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http://www.ahomls.com/gallery.htm
Voted Best of the City 2004 by Cincinnati Magazine
I don't believe in fate, but I do believe in f/8!

I've had my run-ins with Dell also. I've bought 4 PC's from them over the course of 8 years. Usually, when needing tech support, it's transfer, transfer, transfer, and on hold forever, yada yada yada.

Also, I once had an ongoing problem that no one would help with (buzzing from my speakers). I called every 3 months to see if someone else could figure out what was wrong. Finally, "I" figured out that the monitor was causing feedback into my speakers and the monitor needed replacing. So I called Dell (again). The tech said "Sorry, you are 3 days out of warranty". Boy, I almost came through the phone and choked his ss.

So, I hung up. Wrote Michael Dell a letter. Copied the Mississippi Better Business Bureau and Texas BBB. In the meantime, I sold the computer, took the money, called Dell, told them the HELL they put me through and that I still wanted to be a customer. The salesman said "I'm going to really help you here by giving you free ram upgrade, free monitor upgrade, and tripled my warranty". Now, 2 weeks goes by, I get my new computer, and Dell calls me about the letter I sent. I told them I already sold the computer and bought another from them. The lady said "well how can I help you now?" I told her "well, for all the hell you put me through, I want you to send me that $400 Logitech sound system for free (5 surround speakers + 10" subwoofer, 500 watts and wireless remote). She AGREED. I'm still jamming this same PC and speakers today. Overall, the company SUCKS in the customer service department. BUT, what computer company doesn't?

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http://www.pbase.com/mkelpie

I like it. I wonder how much customer service would change if more people did what you did.

grablife said:

If the lens is still selling for the same price, simply order a new
one, email them to return the old one, dispute the charge with your
credit card company on the first order. Wait for Hell to get the
lens back at their expense. This works much better if you are using
AMEX as they usually error on the side of protecting the card
holder.

A few years ago, I ordered a 1DMII from Hell. After it was
backordered for 2 months, I cancelled the order. Eight months
later, they shipped it. I tried to get it returned but just got the
run around. I finally call Amex and challenged the charge. My
charge was put on hold. Another 2 months go by and the credit card
company told me Hell did not respond so they will reverse the
charge. Now most of you will probably celebrate thinking you have a
free camera but I know better because they know where I live. Hell
then sent me a bill for the camera and threatened to send it to
collections. I just email them and told them if they want the
camera, they better send someone to get it. A human from Hell
actually called me to apologize and UPS picked it up two weeks
later. It's amazing how losing a 1DMII really starts to get their
attention.

Hmm... I feel like ordering a 1DS Mark II.

Click to expand...

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I see your schwartz is as big as mine.

I ordered a Sigma lens at a very good price on 10/21/05. It was shipped a day early, but to a wrong address without any signature. I notified Dell and was told that a replacement will be shipped 11/04/05 via over-night shipment. It was then delayed to 11/14/05. It never got here. I just canceled it a few minutes ago via live chat. In the end, I am charged on my credit card for a month and having to go through these... I doubt I would be tempted by Dell's good deals again.

I bought quite a few computers, monitors, and accessories over the years without any problems at all. In fact, I thought Dell was a pretty good company. I believe experiences like this, or even worse ones, are what's taking a company down the wrong direction in reputation and financially.

Hope it works out for you.

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Charles

I agree that was good service. but just to compare, I've NEVER had a single problem with one of my sony computers so I can't tell you how long it would take them to fix it.

thanks for all the coments from everyone. I am getting ready to call Dell again to find out what happened. If no response then I will try the Email route. And I was getting ready to order a laptop from them. They can forget that order.

Bob