Recently I decided to purchase a DVD reader/writer. I chose DELL because I have an Inspiron 8200. The write-up stated that all the DVD reader/writers were compatible with DELL computers. At least that is the way that I took it.
I chose a product at a cost of $42 which I thought was quite reasonable but I wanted to make sure that it would work with my computer. I tried the computer chat and chatted with somebody (I wish that I had written down their name) and asked him or her about product compatibility and after a very short time he ended the chat abruptly. When I tried to get back on the chat line I was informed that they were gone for the day. I guess it was time for him or her to go home.
It was the next day that I entered into the world of "DELL telephone tag". It was like one of those dreams where you are trying to get somewhere and all of a sudden you are walking in quicksand and you can never make any progress. I kept getting bounced between Canada and the USA (I purchased my DELL in Canada).
After talking to 2 or 3 people that I had trouble understanding because they talked way too fast and, for most, you could not make out their name.
Finally I got somebody who talked in a way that I could understand. Here name was Erica. I asked Erica if the product was compatible with my computer. After a few minutes she said that she would have to get back to me in 10 or 15 minutes. After 2 hours I gave up and went and ordered the product anyway (Order #0286376892), a really stupid thing to do. Please fire Erica, she is really hurting your image.
The product arrived in just a few days so top marks to their shipping department.
Of course the product was not compatible, not even close. It is made for a desktop tower.
I called DELL again with great trepidation and got the same old run-around (at least DELL is consistent). After 5 or 6 transfers I got somebody (I wish I could remember his name) who determined I had the wrong product (my fault) and he found me the right product and I went right ahead and ordered it (Order #287023394). This guy you should keep, I expect it will work.
Now I have to return the original product and it all started over again. He told me to go to a website which I did and I found a telephone number which I called and after giving some information the attendant told me that he was in the States and I would have to deal with Canada and he gave me a number to call after 10 am central time. I waited until 11 am and called and round and round again. After punching in several numbers and my order number I was told that the particular department I wanted was only open Monday to Friday. I guess that I will have to try again next week. I'm not looking forward to it.
I will soon be in the market for a new computer. Do you think I should stick with DELL? Would you?
Finally I sent the above information to an e mail address that DELL provided to accept complaints but there is currently no such e mail address. At least they are being true to form.