I recently bought a new Dell desktop computer, with two monitors. I did some research and found the computer I was going to buy, then made sure it had a graphics card which supported two screens.
Imagine my amazement (and by amazement, I mean frustration) when it arrived today with a graphics card which only has 1 DVI output (and 2 HDMI outputs). It came with a handy guide on how to set up your computer, saying that if you have two monitors you should use the DVI splitter cable which allows you two plug two monitors into 1 DVI output (splitter cable was not included).
Naturally, I opened up the case to inspect the graphics card and read the model number. With no obvious model number, I decided to call Dell and see what they thought about it.
Ensue over 90 minutes of phone calls. The first 30 minutes (to an 0844 number I might add) were spent shouting down the phone to people in a foreign country who kept telling me they couldn’t hear me. I put the phone on speaker and they were still quieter at my end than a normal call, despite the phone’s speaker being pressed against my ear. Hugely frustrated, I decided that there must be someone in the UK I could speak to, so I phoned their head office.
Luckily, I was put through to the most unpleasant woman Dell could find to answer their phones. She told me that I had to be transferred to their foreign call centre because no one in the UK could take the call. I told her they could not hear me and she told me to ask them to transfer me to another line. She then proceeded to cut me off mid-sentence and transfer me anyway. So, I called the head office again, and got the same woman who told me the same thing, but still didn’t seem to grasp the point that if they could not hear me, I couldn’t ask to be transferred to a better line.
She then cut me off again and transferred me to their corporate customer service department in Ireland, where I was told I would be transferred back to India. I decided to go with it and finally got through to a technical advisor who could hear me if I shouted with the phone on speakerphone (it is at this point that I might add that everyone I spoke to on each step needed my full name and order number, and I spoke to at least 10 different people).
I explained my problem. The ATI website clearly states that the HD 3650 has 2 DVI outputs, yet the card I received has only 1. I was told that I did receive the HD 3650 and that it only has one DVI output. 30 minutes later, it was confirmed that it has 2 DVI outputs and that I must have received the wrong card. The advisor then told me he would find out how to get it changed.
I was then transferred to someone who told me they could not hear me properly, which is when I suggested (loudly and clearly while on speakerphone) that Dell employ customer service advisers closer to their customers, and my advisor said “I’m sorry, could you repeat that, I can’t hear you properly”. He then told me that I had received the correct card, and that the HD 3650 has 1 DVI and 1 VGA output, so even if he sent me a new card, it would not have 2 DVI outputs. I clearly expressed that my card does not have 1 VGA output and he said that I should talk to sales if I want a card with 2 DVI outputs.
In the end, the advisor is requesting that a new HD 3650 is sent out to me and I will take the issue up with the sales department when it arrives if it does not have 2 DVI outputs (which is highly likely).
What does all this mean? Dell has seriously gone down in my expectations. I bought a Dell because I wanted reliable customer service for my business. Their customer service has been very poor on this occasion, not just because I have dealt with unpleasant people, but because their operational systems are inadequate to effectively handle customer support.