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Well dealing with Dell return/exchange system was a frustrating experience.
Like I mentioned earlier I called last friday to request an exchange for a defective 2407 monitor. After all was said and done I just wasn't confortable on my expereince with the outsourced customer expereince due to the language barrier. I just didn't really know what was going on becasue I missed so much in the poor translation. So I decided to call back on Monday. I did basically to confirm that everything went trough on friday ok. Again, the outsourced cutomer service was proving to be a challenge. The broken english and deep accent is just horrible to understand. Like wise for them trying to understand me, repeating myself was very frequent. Anyways, I think I got the way the exchange goes but was still really uncertain.
Tuesday I get a 1-800 call from British Columbia. I really had no idea who it was but I answer. It was Dell and I could understand the rep! She had to confirm the serial number on my monitor, so I gave it to her. Then I proceeded to get my questions answered one by one. Basically she was going to process this and a new 2407 would be shipped out in 4-5 days, expect it in 8 days or so. UPS return lables would be in the new box to put on the defect units box. Ok cool. So the night went on and I went to check my emails. Well I had to different claim emails. Now I assuming that maybe they are going to send out 2 more monitors. Nothing I can do though because it's after customer service hours already.
Weds rolls around and have the day off. Doing some house chores and haven't gotten around to calling Dell yet to confirm just one monitor to be sent out. Knock, knock, answer the door around noon, Fed Ex with my monitor. Dell overnighted me my replacement. Ok....Cool, but they could have let me know. The night passes, check the new monitor out, all is good.
I still called thursday to make sure there isn't another 2407 coming. I call sales this time though since they all speak great english. Of coarse they transfer me straight to Mumbai again. The guy who calls himself Fred has no record on a replacement being shipped, just the original one that should have arrived today. Huh? Did I get lucky and get two? So after getting no where with Fred I decided to google, 'Dell exchange returns expereinces'. Sure enough it's pretty common. Dell stringing along it's consumers then charging them a month later for that forgotten item. Not that this was going on with me, but I didn't want to take any chances.
I call back again and just mentioned I didn't get the return shipping lables in my exchange(I didn't of coarse which is common I guess) but didn't give any more info then I need to. He starts to ramble off what exactly was going on with the exchange and that he'd have my shipping tracking number and a UPS carrier coming out to pick up the defective unit. Weird that he knew what was going on and 5 minutes earlier the other guy didn't. I did however go about it differently by saying I need return shipping lables for my exchange return. I get the numbers anyways and was then told I get a email on how it would be picked up. The email came alright, at like 11pm saying the ups carrier would be here the next business day but no time was given. wtf..
I had the day off anyways, so I waited today. I hear nothing except the mailman at around 2pm. I grab my mail and stuck to my door was a UPS paper saying he was here and I missed him. Missed him? Never heard him knock, heard the mailman though, strange. lol. So now I guess he comes on Monday. Whats messed up is I took it up to a UPS store later on with the shipping number that Dell gave me and they said that it had to be attempted to be picked up 3 times before she can take. Why the hell does it matter. Anyways, I just said, "ok, see you Wendsday then". Can't miss day after day for a Dell pickup.
All in all, the monitor itself is badass. I however would never recommend Dell just for the fact of shaddy outsourced cutomer service. Have designated call centers for certain regions who speak the damn language properly. Also the return/exchange system is a hasstle and really needs to be cleaned up. Then again maybe that's the design of it. To create confusion and/or discouragement. Preying on people either to give up on it or maybe making people believe that got that lucky lost product.
Like I mentioned earlier I called last friday to request an exchange for a defective 2407 monitor. After all was said and done I just wasn't confortable on my expereince with the outsourced customer expereince due to the language barrier. I just didn't really know what was going on becasue I missed so much in the poor translation. So I decided to call back on Monday. I did basically to confirm that everything went trough on friday ok. Again, the outsourced cutomer service was proving to be a challenge. The broken english and deep accent is just horrible to understand. Like wise for them trying to understand me, repeating myself was very frequent. Anyways, I think I got the way the exchange goes but was still really uncertain.
Tuesday I get a 1-800 call from British Columbia. I really had no idea who it was but I answer. It was Dell and I could understand the rep! She had to confirm the serial number on my monitor, so I gave it to her. Then I proceeded to get my questions answered one by one. Basically she was going to process this and a new 2407 would be shipped out in 4-5 days, expect it in 8 days or so. UPS return lables would be in the new box to put on the defect units box. Ok cool. So the night went on and I went to check my emails. Well I had to different claim emails. Now I assuming that maybe they are going to send out 2 more monitors. Nothing I can do though because it's after customer service hours already.
Weds rolls around and have the day off. Doing some house chores and haven't gotten around to calling Dell yet to confirm just one monitor to be sent out. Knock, knock, answer the door around noon, Fed Ex with my monitor. Dell overnighted me my replacement. Ok....Cool, but they could have let me know. The night passes, check the new monitor out, all is good.
I still called thursday to make sure there isn't another 2407 coming. I call sales this time though since they all speak great english. Of coarse they transfer me straight to Mumbai again. The guy who calls himself Fred has no record on a replacement being shipped, just the original one that should have arrived today. Huh? Did I get lucky and get two? So after getting no where with Fred I decided to google, 'Dell exchange returns expereinces'. Sure enough it's pretty common. Dell stringing along it's consumers then charging them a month later for that forgotten item. Not that this was going on with me, but I didn't want to take any chances.
I call back again and just mentioned I didn't get the return shipping lables in my exchange(I didn't of coarse which is common I guess) but didn't give any more info then I need to. He starts to ramble off what exactly was going on with the exchange and that he'd have my shipping tracking number and a UPS carrier coming out to pick up the defective unit. Weird that he knew what was going on and 5 minutes earlier the other guy didn't. I did however go about it differently by saying I need return shipping lables for my exchange return. I get the numbers anyways and was then told I get a email on how it would be picked up. The email came alright, at like 11pm saying the ups carrier would be here the next business day but no time was given. wtf..
I had the day off anyways, so I waited today. I hear nothing except the mailman at around 2pm. I grab my mail and stuck to my door was a UPS paper saying he was here and I missed him. Missed him? Never heard him knock, heard the mailman though, strange. lol. So now I guess he comes on Monday. Whats messed up is I took it up to a UPS store later on with the shipping number that Dell gave me and they said that it had to be attempted to be picked up 3 times before she can take. Why the hell does it matter. Anyways, I just said, "ok, see you Wendsday then". Can't miss day after day for a Dell pickup.
All in all, the monitor itself is badass. I however would never recommend Dell just for the fact of shaddy outsourced cutomer service. Have designated call centers for certain regions who speak the damn language properly. Also the return/exchange system is a hasstle and really needs to be cleaned up. Then again maybe that's the design of it. To create confusion and/or discouragement. Preying on people either to give up on it or maybe making people believe that got that lucky lost product.
