BAD EXPERIENCE 2 – How was my bad experience with Dell, Japan with their after-sales hotline service?

Background:

I bought a new Dell laptop model of Vostro 15 3000 in Japan in March of 2021. Since that was my first time using a Japanese layout keyboard, I have got some tiny problems on the function keys, so I phoned the after-sales hotline for help.

When I first called the Dell Japan call centre, it was very impressive that they have an English auto-guide menu. As a foreigner, I am very happy to take my most convenient way to use the English instruction menu. According to the instructions, I quickly connected with a technical assistant. Since they have provided an English auto-guide menu, I assumed that they should have well-trained bilingual assistants who could communicate well with English customers.

Anyway, as a courtesy, I have to get his consent if this is seriously fine to speak with him in English and he replied with yes without hesitation. I felt pleasant and started to explain my problem. When I explained my problem, I asked for his help.

However…

When he tried to answer me, I completely did not understand a word from him. He has showed that he was lacked of confidence in English communication and I was shocked by his reply. I understood that most Japanese people have difficulties learning foreign language; therefore, I suggested that we could communicate in Japanese. However, it seems that it is not a good idea for him, a Japanese. He then requested to hold up my call for further information checking. After a while, he said since my laptop model was out of his service range, he cannot help me out and direct me to dial another hotline number.

In fact, I was shocked by his incapability. My problem is simple, it is just about keyboard layout functions though it is a different model for him as a Japanese.

Anyway, I know that is the usual reaction of them. After I hung up the phone and called the hotline number that he gave me, it is within my expectation, there was no body picked up my call and finally I got my problem solved by myself.

If you were me, how would you rate their service standard?

An update on May 31, 2021: I called them yesterday for another problem with my laptop and I found that they have no English menu instruction anymore, the customer who calls in is supposed to talk with them in Japanese only.

This article was first published on 20.4.2021