Dell Customer Service Improvement?

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Originally Posted by machineman

I thought the design was OK for basic home use, and hey "You can keep your weed in it!"

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A friend of mine once had a comp come in for overheating. Upon opening the case there was a huge bag of weed in the comp (the kids mom brought the comp in) so my friend sold the weed and was able to charge an hour's time for the fix (also cleaned up the comp while he was at it). Then the kid came in the next day looking for his "grass" which was a per of a science project, and proceeded to threated to call the cops when he was told the weed had been "disposed of"

Haven't had to deal with them in almost 3 years...Only had one bad experience with them then, they sent me a pc with a bad nic, it was one of 200 in a shipment, they didn't want to believe me, and I didn't let them play with their script.

Deal with IBM now, last guy that made me sit through his script I made cry, they listen to me over there now. I don't have time to waste with their stupid crap.

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Originally Posted by Cleetus

Haven't had to deal with them in almost 3 years...Only had one bad experience with them then, they sent me a pc with a bad nic, it was one of 200 in a shipment, they didn't want to believe me, and I didn't let them play with their script.

Deal with IBM now, last guy that made me sit through his script I made cry, they listen to me over there now. I don't have time to waste with their stupid crap.

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You made a tech cry on the phone...I gotta hear that story!

I've learned to just lie to them (Dell or Gateway) to get what I need. It's fun, to tell them in one sentence, every step they are going to ask you to do.

Ex. "This monitor quit working and I've tried it on another pc, unplugged it, plugged it back in, turned it off and on, shook it, slapped it, cussed it, prayed over it and finally bashed it with a bat into little bitty pieces, I think it's a bad monitor."

My time is too valuable (to me) to waste on their stupid scripts.

Called them up saying that the board they just sent me wasn't posting, he got snooty and asked if I ever replaced a board, then made me download the latest flash files, do all sorts of junk, then said pop in the disk and start it up, silence, then I asked if he was serious, he said yes, I asked if he had a clue what not posting meant when I had referred to it earlier and explained how I reseated everything and also tried with taking stuff off just to get beeps, he started balking, then I asked if he gets judged on time of calls and when he said yes I went in on how he would have had a great time if he would have just bothered listening to me rather then bang away on his keyboard like a little monkey, he went away to talk to another tech, said he would also send me new memory and CPU just to be safe, so I asked him to make sure that he just let the other tech do his job while he watched as he had no clue, snot bubbles formed as he was suddenly all sniffly which he hadn't been for the previous hour...

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Originally Posted by Cleetus

Called them up saying that the board they just sent me wasn't posting, he got snooty and asked if I ever replaced a board, then made me download the latest flash files, do all sorts of junk, then said pop in the disk and start it up, silence, then I asked if he was serious, he said yes, I asked if he had a clue what not posting meant when I had referred to it earlier and explained how I reseated everything and also tried with taking stuff off just to get beeps, he started balking, then I asked if he gets judged on time of calls and when he said yes I went in on how he would have had a great time if he would have just bothered listening to me rather then bang away on his keyboard like a little monkey, he went away to talk to another tech, said he would also send me new memory and CPU just to be safe, so I asked him to make sure that he just let the other tech do his job while he watched as he had no clue, snot bubbles formed as he was suddenly all sniffly which he hadn't been for the previous hour...

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All hail Cleetus! :thumbs:

Hi there,

I won't hail Cleetus. :) I'll just shake his hand. :)

Ju Leon...

That story wasn't as good as I had hoped. Cleetus is still a pu$$y... :p

Dell Frickin' SUCKS!

Funny that I had just cancelled my account with them 20 minutes before I read this thread. That alone took 20 minutes and 2 separate calls. The first one took about 6 minutes to get thru several call trees and finally get a recording saying the department was closed, call again on the next business day... This was at frickin' 12:56 PM Eastern!!! Finally I got Dell India and "Sylvia" (Love that they use "American" names for CS reps over there) and all but fought with her to close a credit line that had no balance!

!!!!!!!!!!!!!!!!!!!!!!!!!

I swear I will never even consider them for another product. Accessing useful CS is next to impossible, takes an inordinate amount of time and leaves me ready to kill! Everytime it seems I'm in an antagonistic exchange just to get what they should be giving in the first place, good customer service.

Also, the bastards somehow sold my email address. I gave them a unique address that only they would have. Just a couple of months ago, I rec'd spam for "Increase your chest size" at that address. Hunting down a real person that was of any use required much effort and loss of hair and sanity. Finally I got a name and left a voicemail. Of course, I have not rec'd a reply and probably will not. I just killed the address and moved on. I don't need anything from them anyway.

Thanks for the opportunity to rant!

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Originally Posted by Ya_know

That story wasn't as good as I had hoped. Cleetus is still a pu$$y... :p

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True. But he's our Pu$$y. https://forums.windrivers.com/images.../2006/04/1.gif

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Originally Posted by edball

I've learned to just lie to them (Dell or Gateway) to get what I need. It's fun, to tell them in one sentence, every step they are going to ask you to do.

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Tried that... often works for USA but I have never gotten it to work for India.

I'll tell them everything they are going to say then I get " Ok, let's click Start, Shutdown"... 30 steps to reboot, and we proceed with the script.

What I dont get is why anybody even thinks that India is going to be of any help to you. Theses people are working for something like 20% of what us here in the USA get for IT. The tech's in India are WORTHLESS. When I get one on the phone. I just hang up. What I think is going on is that you are talking to some pigme in a hut with a phoneline and a laptop and he is trying to help you. The only requirement for the job is to know how to turn a computer on. Its to bad that we all pay good money for a PC and have to deal with a service that just plain stinks.

Well Dell was a figurin' on settin' up thar CS in Goose Pimple Junction Virginia (just a hoot n' holler from-well several hollers-Piney Flats Tennessee) but when they went and done a practice run it was a found out that most of youins' couldn't understand Appalachian and Bubba, Earl, Dorthula and Pansy didn't have a clue to what was a bein' ciphered to 'em.

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Originally Posted by dfilas

Tried that... often works for USA but I have never gotten it to work for India.

I'll tell them everything they are going to say then I get " Ok, let's click Start, Shutdown"... 30 steps to reboot, and we proceed with the script.

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You're right, they weren't from India.

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Originally Posted by Cleetus

Called them up saying that the board they just sent me wasn't posting, he got snooty and asked if I ever replaced a board, then made me download the latest flash files, do all sorts of junk, then said pop in the disk and start it up, silence, then I asked if he was serious, he said yes, I asked if he had a clue what not posting meant when I had referred to it earlier and explained how I reseated everything and also tried with taking stuff off just to get beeps, he started balking, then I asked if he gets judged on time of calls and when he said yes I went in on how he would have had a great time if he would have just bothered listening to me rather then bang away on his keyboard like a little monkey, he went away to talk to another tech, said he would also send me new memory and CPU just to be safe, so I asked him to make sure that he just let the other tech do his job while he watched as he had no clue, snot bubbles formed as he was suddenly all sniffly which he hadn't been for the previous hour...

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While this story does make me laugh, I have to feel for the guy. Most companies who provide tech support do not train their people well enough to do what is a very difficult job.

When I worked Micron PC tech support way back when, we got some good training because the company was still rather small. We were taught 1 call 1 solution. Stay on the call until the problem is fixed. We even staying with the customer through reinstalls. They did not have to call back. But then as Micron got bigger, and a new CEO came in, we were told to get them off the phone ASAP. No more staying with the customer during a Win95 reinstall. Just get them started then let them go. We were hastled by the management if our calls went past 30 min.

It is not always the people on the phone, it's the BS policies that can force them to appear to be dumbasses because they have a supervisior listening in on the call if they are taking to much time. And trust me, they are monitored all the time.