I blogged a while back about a terrible experience with Dell. And again, today, like an idiot – I feel victim to their stupidity and anti-customer service system once again. I should know better, shame on me.
I felt like I should give them one more chance. Maybe it was really the delivery company’s fault – and it partially was – but this time, it was pretty straightforward. Dell is just not customer service friendly anymore. I say anymore because their was a time that I felt like they were.
Yesterday, we order a few servers for the new office. I ordered through the standard Dell Small Business Lease program. Nothing unusual. Not for that much money. I should have just paid cash as usual and moved on. But, hey, leasing equipment makes more sense.
Today, I get a phone call from Dell saying that they cannot verify that we’re a real business and in fact, have suspicion that I’m a perpetrator. Huh? They ask to call me back at my business line – which they do – and then ask me a number of questions about the order and the company name, etc. Of course, I answer them all. After being put on hold several times, with questions in between, they come back and tell me that they can’t verify that I’m the CEO of the company and that they have suspicion that this fraudelant in some way. OK, cool. I tell them they’re just doing their job and that I’d like to help them out. How can I help you verify that information? This day in age, I appreciate that kind of security. No, in fact, I cannot. I’m told I’m probably trying break their security and do something fraudulent. I assure them that I in fact and the owner and CEO of the company. She goes on this kick about how information I had given them didn’t match up with the company information (huh?) and that in fact, they could no longer trust me.
I’m aggravated now. I try and be pleasant, tell them that I can appreciate their concern but ensure them that that’s not the case. What can I do – through external verification means – to verify this info? Do you want the manager of our bank and do you want to call them? Would you like to talk with my accountant? How about you call the phone company and ask them information? Or our building manager?
Nope. No luck. I’m the bad guy.
So, now I’m really pissed off. I’m telling myself over and over again in the back of my head: “you shouldn’t have done it Jeff. Dummy”.
“OK – please cancel my order, I’ll take my business elsewhere”.
“No, we cannot cancel your order”.
Huh?
“What? You can’t cancel my order?”
“No, because we don’t believe you’re the CEO, we can’t cancel your order”.
“OK, this is getting ridiculous. You can’t verify my order and you can’t cancel it. I’m not going to be paying for this if you don’t ship my order to me.”
“Well, sir, I’m sorry, the order will just have to stand until we can verify this information with the CEO of the company.”
Huh?
“OK, when you talk with him, please have him call me”.
How amazing. Truly spectacular performance. Dell Small Business, yeah right.
dell smallbusiness badcustomerservice
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