OK, buying a new Dell machine 12 months ago I decided to get a subscription to Office 365. For about a year everything ran fine, but then I started to get warning messages in the apps that I needed to renew my subscription. I'm a happy camper and have used Word for a long time so I click the BUY button.
However, I do not get seamlessly dropped on an ecommerce site where I can renew (ideally with one-click). No, I get an error message thrown into my text editor. Repeatedly. The renewal process is seriously borked.
Microsoft sends me an email that I can renew at the Dell online shop. I go there and renew for 69.99. I get an email back that I will be able to download the software within 4 to 8 hours. Excuse me? This is the Internet age. There is no box to be shipped, this is just a software key.
I call support to find out why this takes so long. After calling the 800 number I get referred to (count 'em) FOUR support reps in different departments. The first one tells me my credit card is on hold. The second tells me that's not true but does not know why it takes so long. The third refers me to the fourth who barefacedly claims that all these orders are processed by hand and that is why it takes so long. I was getting amused so I started taking notes.
So, after 8 hours I get an email from Dell that the software can be taken out of my "Locker". They give me the email address and the password for this locker and tell me to log in. I guess you already know what is coming. Right. I am not able to enter the locker with the credentials they just gave me.
It suddenly dawns on me why it is called the locker, as it literally locks me out for 15 minutes after only two tries and tells me to try again after that time. I wait and try again, perhaps case sensitive, all caps, all lower case. No luck, locked out for the second time, wait 15. There is a download_software@dell.com email address, and decide try that for help.
After an hour, no response. Hmm, let's call tech support. However, on their website it states Home/Consumer Customer Support Saturdays/Sundays Closed. It is Saturday of course. The Live Chat is also closed on the weekend. Really? Let's try social media. Dell Support for Facebook Fans states a max 24-hour return time.
I find a support number and they take the service code and my name. Put me on hold. I get a UK based message that they are busy and they break the connection. Hmmm. Redial the general 800 number and I get hardware support. They can't help either and tell me to call back Monday to Customer Care. That means no support for my e-commerce purchase.
I decide to bypass Dell and go directly to Microsoft. The experience is a lot better. I start at 11am and buy a $99 upgrade for 5 PC's and make sure it renews automatically every year. By 11:53 I am back in business after a chat with their answer desk.
On Monday I will ask for a refund from Dell. They do not deserve my business for the Office 365 renewal. Michael Dell would spin in his grave if he'd know. Oh, wait, he's still alive. Mike, are you listening?
3/31/2015 - It gets worse. I get an email from Dell Support on Monday that they happy to help out with my purchase. I email them back I want a refund. I get an email back with an 800 number that I can call. I get them on the phone but they want my account number or my social security number (!) - However, I only have an online order confirmation that gives the customer number and the Dell purchase ID. Turns out the email I got back refered me to the wrong department which only deals with financed items.
I ask and get the number for refunds for purchases that were made by credit cards: 1-800-624-9896 After talking to two more reps taking a total of 27 minutes I am told my order is refunded. I am Never going to order software from Dell again. Their system is totally borked.
