Terrible Service: Dell

A few months ago, I purchased the Dell Chromebook 11. It was a solid computer but with regular use, the screen started to peel away from the top lid (see below).

Naturally, I called Dell support. And the chaotic adventure of dealing with Dell customer service began. I call and input my Dell Express Service Code but it was of no use since the system didn't recognize it. So I wait to speak to a representative only to get to a department that does not support the Chromebook. So I was transferred to the "right" department; this happens three times after the first incident. Eventually I get a box sent out to send my Chromebook for the repair.

Over a week later, I received my laptop in the same box (with packaging that didn't really fit the computer right). I open it and immediately see that the screen wasn't repaired... The letter that came with it:

I would have expected one of the LCD options to be checked...

So I attempt to call Dell support again. Once again, the Express Service Code does not work. I wait and get transferred to a representative, and of course it is not the correct department. I get transferred on multiple occasions again, but this time the end result is being hung up on. Tired of the phone support, I go to Twitter for support but they said that they found nothing wrong with the Chromebook; then, changed their story.

Then, I replied to the email that followed up on my request. I commend Dell Support for good (but slow) email support. It took a few days and multiple hours dealing with Dell support but I finally got a refund. But I am extremely disappointed by the 15% restocking fee I will be charged especially after such a terrible experience dealing with Dell customer service.

Ironically, the Dell Chromebook 11 recently sold out on Dell's website because of high demand. I hope others don't have the same issue as I do since it is a solid computer with the great Chrome OS. One can only hope that Dell improves it's customer support. It doesn't seem to have improved over the years since a few of my friends had issues with their Dell computers during my college years. I gave Dell a shot despite the previous issues I've heard about; sadly, it was a bad outcome.