Reviews Written by Aslrs

Axim 30

Pros: Great product!!

Cons: Horrible customer service and tech support

I own a couple of products from Dell. I have a desktop that has been nothing but a blessing. The quality is great! I purchased it two years ago and the sales, customer service & support departments were great!

However, I am not sure what has happened to Dell since then? I recently purchased a pocket pc (Axim 30) as my husband's graduation gift and we've had nothing but problems from the start. When placing the order the girl coudln't get the prices to match the ones on the internet (which were cheaper & offering free shipping if you spent more than $250). The Axim was $352 but when checking out I was still being charged the shipping fee ($29.00) so I called to get that corrected. I was on the phone with the lady placing my order for and hour and 45min. She said if we got disconnected she would call me back and being that she placed me on hold for endless hours I ended up hanging up, never got a call back. Call again the next day thinking everything was worked out since I had given her my credit card number and even got an order confirmation number, but to my surprise the order was never finished and therefore not placed. SO... I had to start from scratch. The 2nd rep I spoke with was more helpful, this one seemed to know what she was doing. Once we received the Axim which took 2-3wks (it was in back ordered due to the demand) we had some technical problems with it and I tried contacting their tech support for 3 consecutive weeks every day without success.

Now the English-speaking issue: Dell needs to hire English-speaking employees. When you call good luck trying to communicate with Dell's customer service or tech support reps NONE I mean NONE speak English which can be very frustrating. The only time you get an English-speaking person is when you call the sales dept, now they are always nice and polite, of course, they want to sell. I also tried their website support chat dept and every single time I tried (night and day) this is the message I got "Thank you for your interest in chat. All chat agents are assisting other customers and have become temporarily unavailable. Please close this window and refresh your screen to see if chat becomes available again."

Dell has great quality products but their customer & tech support departments are obviously not equiped to handle the demands that the business has. I too paid for tech support and I am yet to receive that service. We recently called to return the item because we are so frustrated with their service that we no longer care how good the product quality is, the hassle is simply not worth it. I've been in the retail business for many years and the key to a business sucess, no matter how good their products are, is SERVICE. This will be the demise of Dell. ...