People might call Dell’s 800-624-9897 customer service number to ask where to purchase Dell computers or get solutions to problems they may be experiencing with a Dell product. I called this number to find out where I can buy a Dell computer in my area.
Upon answering my call, the automated voice thanked me for calling and said Dell may record the call for quality assurance or training. The call then instructed me to press “9” for Spanish. The voice asked, “What can I help you with today?”
When I said I was interested in buying a computer in my area, the system confirmed that I wanted to buy a computer. It asked if the device was for business or personal use. When I said personal use, it asked if I was interested in Alien Ware or other gaming computers, and my answer was, “I don’t know.” The voice told me to hold on while it transferred me. Suddenly, there was silence, and a few seconds later, I heard a dial tone as if the call disconnected.
I called the number again and heard the same greeting and introduction as the first call. However, after I stated the reason for my call, the system transferred me to a customer service associate who asked for my name and phone number in case we disconnected. The individual wanted to know how they could help me, and I told them I was looking for a retailer selling Dell computers in my area.
The representative suggested that I could purchase a computer over the phone. I disagreed with that option because I prefer making that type of purchase in person. However, it was a nice gesture, and I assume they would have directed me to a website and helped me select and pay for the computer while on the call.
Next, I shared my location so they could find a retailer in my area. The representative offered three retailers that offer Dell computers within 20 minutes of my home. They were “big box” stores that sell general merchandise, office supplies or electronics.
Overall, interacting with the Dell customer service line was a positive experience. Although I had to deal with an automated system, there was no endless menu of numbers to press to get assistance. Getting disconnected during the first call was frustrating because when I called back, I had to listen to the automated voice do its thing again before being transferred to a customer service associate. However, I found the individual who helped me on the second call pleasant and professional.
The associate asked me if there would be anything else before leaving the call and requested that I answer a quick survey. I took the survey, and my only complaint was how the system disconnected when it was to transfer me to a customer service associate.