Gadgetory

hey guys john r Ettinger here i'm sure everybody out there is heard of dell they make some of the best Windows computers out there some of the best netbooks and they also happen to make some of the best monitors and that's where the story begins I've got an older HP external monitor and the resolution on it is quite low and it starting to hurt my eyes trying to read emails and such so I thought it was a good time for an upgrade I did a ton of research and seeing that that Dells monitors were the best at the most reasonable prices I meant to order one of their sort of top-of-the-line 23 inch models and was getting a little bit late and I accidentally ordered the wrong 24 inch model with a lower resolution when I was looking for totally my fault in my mistake like maybe you know what tomorrow morning I'll call Dell and I'll tell him I ordered the wrong one and you know I'll probably be delayed a couple days you know not a big deal what's completely my mistake so I called Dell and I got an order confirmation from my monitor said if you have any questions call this number so of course I called that number and after about four or five minutes on holes and strangely a lollipop song I was put through to somebody and before I sort of get into the story everybody knows that that Dell outsources their customer service I don't have a problem with outsourced customer service everybody needs to make a living no matter where you are so this isn't a tale about outsourcing and insourcing whether you keep things in America or another country this is just a story about Dells customer service as a whole so I got ahold of a gentleman who told me that I had the wrong number despite that being a number that was in my email not a problem he said anything transfer me so he did and about seven or eight minutes later I got a woman on the phone who told me again I was in the wrong Department she was gonna transfer me again still a little bit annoyed but okay it can happen finally got to a third person who said okay you've got the got the right person that we're speaking to but we can't process you go or return so well you know I'd the owner hasn't shipped out yet it's still in your warehouses is there any way that we could sort of work this out so it doesn't ship and arrive and I have to pay a restocking fee he said no no way it's gonna arrive and you're gonna have to pay a restocking fee regardless so you know what it was my mistake and I ordered the wrong monitor while I don't agree with having to pay a restocking fee for a completely unopened item I can understand it you know it happens and that's not part of reason that I'm upset so I said okay that's fine so the monitor arise this is a few days later shows up I've got the Box still sealed I call Dell again this time I called the proper number that they gave me once again I'm told I've got the wrong Department so I'm transferred yet again transferred three more times later and 45 minutes the time frame finally had somebody on the line and this is sort of how the the interaction goes it was a gentleman who says understand that I understand that you ordered the wrong monitor I understand are you sure you don't want to keep that monitor it's a great monitor so no I really want to return it he's like well I hear great things about it are you sure you want to return it yes yes I'm certain that I want to return the monitor well you can't right now our systems are down why don't you try calling back in a few hours so I very nice thing calmly said you know it took quite a long time to get to you I don't want to call back in a few hours I want to get this resolved now so well I can't help you our systems are down so well user supervisor they're back to help me nope they can't help you either sorry so a little bit annoyed I I let the guy go and actually keep hung up on me I called Dell back again what do the same process and talk to a woman this time who told me are you sure you want to return the monitor it's a great monitor yes I want to return it I want to send it back so well there's gonna be a 15% restocking fee you know that right so yes I understand that it's a little bit annoying but I'm going to take care of it she said well I'm not so sure that were gonna be able to return this monitor for you this why I started to get a little bit upset and I said you're Dell your multi-million dollar corporation I'm trying to return an unopened product this should be similar and easy process to go she tells me no we're not gonna be able to turn the monitor it's a little bit upset with me no we're not gonna be able to turn your monitor our systems aren't functioning right now I'll send you an email in a few hours I said you know that's not acceptable it's not gonna work I need to return this monitor there should be a simple process I just want to return this just like well okay how about I process it and we'll send you an order confirmation I told her you know maybe things aren't working I thought that your systems were down well well they're they're back up now so the moral of the story is don't make fantastic products I never ever ever want to deal with their customer service again it is absolutely atrocious it's awful they don't how to handle simple return items I've had to return things to Amazon Apple AT&T all those are very large companies which have much much much better customer service so Delta to you your customer service is an embarrassment to the industry if you want to be a retail giant should be able to handle simple things such as returning unopened items that should be line item one on your customer service department I couldn't even imagine what was gonna be like if I had a troubleshoot my monitor if there was an issue with it if it was broken or these poor people that are trying to get Windows 7 upgrades on computers there by now your customer service is an embarrassment and I hope that you do something about it and you just lost one very big customer anyway I'll see you guys in the next video bye-bye