Dell Customer Service Improvement?

I had a client that had a Dell and it just stopped working. Toubleshooted it and found out that it was a dead mobo. E-mailed dell about getting a replacement,Mind you I fully expected to pay for this but could't get a price or info how to get one. I was told that I would have to try this and that to find the "actuall" poblem with this system. After several e-mails and phone calls they determined that yes the mobo was the culprit but since I wasn't the name on the original purchase order they would'nt send it to me. (Remember I was trying to buy this) After again calling their "customer service" and getting more and more pi$$ed off. I decided a different plan of attack. I contacted the client who got the original name and oder number which I used when i called back to Dell. They informed me that the system was purchased with an extended warrantee and that the part would be at my shop the next day. Dumba**es, They just screwed themselves out of the cost of the replacement motherboard and overnight shipping :thumbs2:

I relize that all the problems at Dell Customer Support are not the fault of the people on the phone.

I also think there is no excuse for the person on the phone, wiping out 2 GB of an Old Lady's Grand Kid pictures, because they don't know that IE 6 sp1 turns off attachments in OE by default.

I personally consider reloading an OS a failure on my part, anyone can do that.

In the two examples I have posted in this thread, it DID NOT solve the problem.

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Originally Posted by nomas

Jerkweed: did Dell install this magically nonworking app?? NO! sure, we do "best effort" on pretty much anything you install or attach to your Gold Supported system, but do you think they pay us enough to care about saving your data? NO! If you have ever worked a call center, you would know that everything is "hurry up and take another call!" So, I have some advice for all of you suckers out there that like to complain about the support we give you: A reinstall will fix every software problem every time!
Some people actually call in and are nice, they are patient while we try to figure out what they have done to make the computer stop working, and they recognize the FACT that the reason they need to call someone for help is because they have no clue what the consequences are for installing something that isnt compatible with everything else they have installed on their machine. I sincerely hope I get the call from every one of you little whiners...I will show you how bad it can get when it comes to troubleshooting. I can see to it that we spend an hour troubleshooting...and you will still reinstall. and dont think about calling back in to just talk to someone else...yeah..thats right...i'll tag your system with notes indicating there is all kinds of viruses and corrupted registry entries... you WILL reinstall if you dont cooperate...

Then she called me, I got the name of the program did a Google on it, noted that it needed Java to run.

I went to her house installed Java Virtual Machine, and started her program.

She had sp 1a which kills windows virtual machine.

When I explained what I did to fix it, she was furious at Dell.

I suggested she call her credit card company, and charge back, the Gold purchase.

When I left she was dialing the phone.

https://forums.windrivers.com/images.../2005/03/1.gif

Customer: "Thank God someone finally answered! There is Smoke coming from my new Dell!"

Dell award winning Customer Service: "Okay Ma'am Listen carefully, put in your Recovery CD , and restart the Computer."https://forums.windrivers.com/images.../2005/03/1.gif

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[/QUOTE]

If the Dell techs would deviate from their flow chart for one second and realise that reload is not the answer every time then I wouldnt give them ****, but until that I stand firm by my belief that THEY SUCK DICK!!!

The worst dealing I've had is when I called and let them know that my wireless router was dead so they send me a wireless card...... I understand that router and card sound alot alike but if you open your ****ing ears you can hear the difference

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Originally Posted by Radical Dreamer

If the Dell techs would deviate from their flow chart for one second and realise that reload is not the answer every time then I wouldnt give them ****, but until that I stand firm by my belief that THEY SUCK DICK!!!

The worst dealing I've had is when I called and let them know that my wireless router was dead so they send me a wireless card...... I understand that router and card sound alot alike but if you open your ****ing ears you can hear the difference

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hahah..yeah..that's an original one....we do that on purpose to people that have no social skills and for some reason think the world owes them something...but that's not the real treat..the real treat when that happens is for the NEXT tech on the phone...we then see how truly selfish and adolescent that particular person can be..and usually end up putting you in the penalty box...

and for the guy that ended up getting the motherboard..you did not screw Dell. That warranty was paid for. All we ask is that you verify ownership. We do that for two very good reasons. One, so that Dell does not end up sending parts to someone that stole that particular system. And two, imagine your surprise when you start getting invoices for parts YOU never ordered. So yeah, be as smart as you think you can be.....

my favorite type of call about that goes like this:

Me: I'm sorry sir, I am not going to be able to ship any parts without ownership verification.

You: well, how the f*ck should I know that info?!! I jsut bought this computer from a guy at Circuit City.

Me: sir, I think you got ripped off. Dell doesn't sell computers from Circuit City. However, you are free to submit a transfer of ownership from our website. (provided you can produce the original order number)

[QUOTE=nomas]hahah..yeah..that's an original one....we do that on purpose to people that have no social skills and for some reason think the world owes them something...but that's not the real treat..the real treat when that happens is for the NEXT tech on the phone...we then see how truly selfish and adolescent that particular person can be..and usually end up putting you in the penalty box...

and for the guy that ended up getting the motherboard..you did not screw Dell. That warranty was paid for. All we ask is that you verify ownership. We do that for two very good reasons. One, so that Dell does not end up sending parts to someone that stole that particular system. And two, imagine your surprise when you start getting invoices for parts YOU never ordered. So yeah, be as smart as you think you can be.....


Yeah that's what I do. I steal broken computers only to fix them. Some people call it a fetish, I refer to it as my hobby
If you would have read my post closely you would have seen that I fully intended and planned on paying for this motherboard. I would have been happy to replace it with a different board but the Dell front panel connectors are not compatible with others and she didn't want to replace her case

Hey, nomas...
If reinstalling software fixes everything, then why did swapping the drive fix it?
Why did my Google turn up several forum posts just like my problem with exact same make/model of drive?
If you think you won't get flamed by experienced techs, you're loony.

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Originally Posted by nomas

hahah..yeah..that's an original one....we do that on purpose to people that have no social skills and for some reason think the world owes them something...but that's not the real treat..the real treat when that happens is for the NEXT tech on the phone...we then see how truly selfish and adolescent that particular person can be..and usually end up putting you in the penalty box...

and for the guy that ended up getting the motherboard..you did not screw Dell. That warranty was paid for. All we ask is that you verify ownership. We do that for two very good reasons. One, so that Dell does not end up sending parts to someone that stole that particular system. And two, imagine your surprise when you start getting invoices for parts YOU never ordered. So yeah, be as smart as you think you can be.....

my favorite type of call about that goes like this:

Me: I'm sorry sir, I am not going to be able to ship any parts without ownership verification.

You: well, how the f*ck should I know that info?!! I jsut bought this computer from a guy at Circuit City.

Me: sir, I think you got ripped off. Dell doesn't sell computers from Circuit City. However, you are free to submit a transfer of ownership from our website. (provided you can produce the original order number)

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People like you are the exact reason that I hate dell, I sent a nice email explaining that my ROUTER was bad and instead I get a wireless CARD. And the mentality that you and seemingly the rest of dell has is that every one is a complete moron and wont know the difference. Well ya know what? **** you and **** dell. I have tons of other companies that BEG for our business and are grateful when I give it to them. They also treat me properly, you know, like the person who is paying their salary!

Blow Michael Dell all ya want, dell still sucks

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Originally Posted by Radical Dreamer

People like you are the exact reason that I hate dell, I sent a nice email explaining that my ROUTER was bad and instead I get a wireless CARD. And the mentality that you and seemingly the rest of dell has is that every one is a complete moron and wont know the difference. Well ya know what? **** you and **** dell. I have tons of other companies that BEG for our business and are grateful when I give it to them. They also treat me properly, you know, like the person who is paying their salary!

Blow Michael Dell all ya want, dell still sucks

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BS...people that don't know the difference shouldn't be calling us. They really need to call someone like yourself that is LOCAL and is able to go to their house/shop and work the problem yourself. My whole reason for throwing MY rants here is because you guys are unfairly painting ALL dell techs the same. So, why shouldn't WE be able to paint ALL (l)users the same?

Question: How long does it take an IBM engineer to change a hot swap PSU
Answer: 3 weeks..

A motor company i go into to fix Dell's, have ibm's as well. A psu failed and one was sent out the next day but only IBM people can touch the servers (on this site)or it invalidates the warrany. It took them 3 weeks to send an engineer.

Support is no better or worse between companies, it's only people experiences. I'm always asked if i'd recommend Dell machines, well i only see the broken ones but yes i still recommend them. Again they are no better or worse than the others out there.

When i do hard drives, if it's a predicted failure i will try to ghost it. Other failures i will change the drive, install the os and hook up the failed drive to see if i can get anything from it. I don't have time to use spinrite or data recovery tools. The customer can send the disk for data recovery if they choose.

The worst calls are OS problems, these can be anything from porn dialers,spyware, viruses, deleted files or dodgy programs. Again i don't have the time for a perfect fix. Dell doesn't warrant the data on a hard drive, so as long as it can be restored to factory condition that's fine.

Most of the guys i deal with in Dell tech know what they're doing and treat me OK, occationally i get a script king but i go into 'done that' mode and bypass the the crap. I deal mostly with the enterprise support group and i have no probs with those guys. It's teamwork, they have the screens and knowledgebase and i have the hands on and we arrive at a solution.

There is an easy answer, if you don't like Dell buy something else, plenty of companies willing to take your money but Dell must be doing something right!!!

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Originally Posted by tommo666

Question: How long does it take an IBM engineer to change a hot swap PSU
Answer: 3 weeks..

A motor company i go into to fix Dell's, have ibm's as well. A psu failed and one was sent out the next day but only IBM people can touch the servers (on this site)or it invalidates the warrany. It took them 3 weeks to send an engineer.

Support is no better or worse between companies, it's only people experiences. I'm always asked if i'd recommend Dell machines, well i only see the broken ones but yes i still recommend them. Again they are no better or worse than the others out there.

When i do hard drives, if it's a predicted failure i will try to ghost it. Other failures i will change the drive, install the os and hook up the failed drive to see if i can get anything from it. I don't have time to use spinrite or data recovery tools. The customer can send the disk for data recovery if they choose.

The worst calls are OS problems, these can be anything from porn dialers,spyware, viruses, deleted files or dodgy programs. Again i don't have the time for a perfect fix. Dell doesn't warrant the data on a hard drive, so as long as it can be restored to factory condition that's fine.

Most of the guys i deal with in Dell tech know what they're doing and treat me OK, occationally i get a script king but i go into 'done that' mode and bypass the the crap. I deal mostly with the enterprise support group and i have no probs with those guys. It's teamwork, they have the screens and knowledgebase and i have the hands on and we arrive at a solution.

There is an easy answer, if you don't like Dell buy something else, plenty of companies willing to take your money but Dell must be doing something right!!!

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Thanks Tommo. You are 100% correct! If you can make yourself sound like you know what you are doing, you will not have to do troubleshooting as if you were a noob. That's all I have been trying to say here. True enough, there are some techs that REALLY don't belong on a phone and be allowed to have contact with people or their data, but they are in another country. Most techs here in the USA are good techs and care about fixing a customers problem. Some of the customers (like the above examples) don't allow us to give two ****z about their problem probably because of their attitude. Nobody wins there.

I wasn't talking about the newly outsoursed brethren. I have had it from the western world. I don't deal with the asian side.

Example: A tech wouldn't replace powered speakers until i had tried another power outlet, DUH!!! when the rest of the sys was off the same extension.

They and you all suck, I am your GOD now!!!!!!!

Now i lay me down to sleep i pray to God - " Do you squeal like a pig"

Oopps, forgot the :-))))))))

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Originally Posted by tommo666

I wasn't talking about the newly outsoursed brethren. I have had it from the western world. I don't deal with the asian side.

Example: A tech wouldn't replace powered speakers until i had tried another power outlet, DUH!!! when the rest of the sys was off the same extension.

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I'm not outsourced.... dang..Cleetus is bitter....

I guessed that, Freedom to say what you like is great. I love it, it makes life worth living. I love forums you get some real good info plus you can have fun on the way. Just don't take thing personally, if you do. Then don't post.

A lot of these guys are bench techs and they know all the consumers problems and the best fixes. I'm a field tech i don't have the time to finesse the problem, i just have to get it working. I get a lot of info from this siteand for that i can stand the occational flame or six..

You forgot the corporate tech/admin who just doesn't have all day to have their telephone tied up or to keep people from their computer.

True but the main point of the seemingless troubleshooting is to try and isolate the problem area so the tech can order the parts that will probably give a first visit fix.

I have been to calls where no troubleshooting was done and it was a best guess by the tech and we ended up needing different parts. As you know troubleshooting is a methodical approach. Outside the box then inside, run the diags then remove, count the beeps, then reseat etc. If that gets done first then there's a better chance of getting it fixed first time.

I'm often asked do i have this bit or that. I get the bits ordered for the call and no more. So if the supplied part don't fix it, then i do the diags and order the bits that wil.

My company does a lot more than just Dell but it seems to have taken over my life. We make and sell BIG servers, ES7000 being one..

I should clarify, to be fair:

I once talked to a good Dell tech. I know they exist. Some of these posters seem to think all Dell techs are idiots, but I don't. No, my beef is with Dell Support; the way it's structured to run you through several layers of the idiot phone clerks before you are allowed to talk to a real tech. 24-hr Gold Tech Support ends up taking a several days on the phone or email.

The beef is that when I deal with Dell Support, I'm forced to give the same info three times. I realize there are all sorts of idiots calling Dell with "stupid user" and even "stupid tech" sob stories. Thats' why Dell has a process. The beef is that the process has to be repeated several times before they finally believe you!
Me: "I reseated the drive."
Dell: "Okay, could you reseat the drive?"
Me: "Hello?"
Me: "I ran the Dell Diagnostics CD that came with the machine and it gave this specific code and said the drive was toast."
Dell: "Did you run Dell Diagnostics?"
Me: "Uh, well, YES!!"
Dell: "What did it say?"
Me: "Hello? Is there anyone there?"

Okay, this isn't an exact manuscript. I refuse to actually be that rude over the phone.

This is the NORM from Dell Support!!!
I shouldn't have to repeat myself so many times. This is the way management designed the infrastucture of Dell Support. It SUCKS!

I know there are excellent techs at Dell! Some are brilliant techs! Why can't we seem to get any on the phone? They earn too much money to answer phones. Really smart techs design the OEM builds, test procedures, etc. Clerks answer phones and read generic responses. If I get a smart Dell tech, I know he's "passin' through" and I was lucky to get them the month they spent answering phones before going on to bigger and better things.
As recently as three years ago, smart Dell techs were the norm. Dell canned them. It's a management decision.
Don't buy Dell Gold Support. It costs more and takes longer than fixing it yourself.
Dells are good machines. Failure rates are excellent. Still, failures happen. Just fix it.
But I don't make the management decisions around my company. Support contracts are my company's "blankie" that makes them feel all warm and cuddlie.

@nomas, you don't strike me as being nice, intelligent, or mature.
@tommo666, you seem to be nice, intelligent, and mature. And that makes all he difference in the world.

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Originally Posted by tommo666

True but the main point of the seemingless troubleshooting is to try and isolate the problem area so the tech can order the parts that will probably give a first visit fix.

I have been to calls where no troubleshooting was done and it was a best guess by the tech and we ended up needing different parts. As you know troubleshooting is a methodical approach. Outside the box then inside, run the diags then remove, count the beeps, then reseat etc. If that gets done first then there's a better chance of getting it fixed first time.

I'm often asked do i have this bit or that. I get the bits ordered for the call and no more. So if the supplied part don't fix it, then i do the diags and order the bits that wil.

My company does a lot more than just Dell but it seems to have taken over my life. We make and sell BIG servers, ES7000 being one..

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At any point did I say that I don't troubleshoot? At any point did I say that the corporate tech/admin was a lower form then your high and mighty exalted position in the world? Get over yourself dude.

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Originally Posted by JeffO93

I should clarify, to be fair:

I once talked to a good Dell tech. I know they exist. Some of these posters seem to think all Dell techs are idiots, but I don't. No, my beef is with Dell Support; the way it's structured to run you through several layers of the idiot phone clerks before you are allowed to talk to a real tech. 24-hr Gold Tech Support ends up taking a several days on the phone or email.

The beef is that when I deal with Dell Support, I'm forced to give the same info three times. I realize there are all sorts of idiots calling Dell with "stupid user" and even "stupid tech" sob stories. Thats' why Dell has a process. The beef is that the process has to be repeated several times before they finally believe you!
Me: "I reseated the drive."
Dell: "Okay, could you reseat the drive?"
Me: "Hello?"
Me: "I ran the Dell Diagnostics CD that came with the machine and it gave this specific code and said the drive was toast."
Dell: "Did you run Dell Diagnostics?"
Me: "Uh, well, YES!!"
Dell: "What did it say?"
Me: "Hello? Is there anyone there?"

Okay, this isn't an exact manuscript. I refuse to actually be that rude over the phone.

This is the NORM from Dell Support!!!
I shouldn't have to repeat myself so many times. This is the way management designed the infrastucture of Dell Support. It SUCKS!

I know there are excellent techs at Dell! Some are brilliant techs! Why can't we seem to get any on the phone? They earn too much money to answer phones. Really smart techs design the OEM builds, test procedures, etc. Clerks answer phones and read generic responses. If I get a smart Dell tech, I know he's "passin' through" and I was lucky to get them the month they spent answering phones before going on to bigger and better things.
As recently as three years ago, smart Dell techs were the norm. Dell canned them. It's a management decision.
Don't buy Dell Gold Support. It costs more and takes longer than fixing it yourself.
Dells are good machines. Failure rates are excellent. Still, failures happen. Just fix it.
But I don't make the management decisions around my company. Support contracts are my company's "blankie" that makes them feel all warm and cuddlie.

@nomas, you don't strike me as being nice, intelligent, or mature.
@tommo666, you seem to be nice, intelligent, and mature. And that makes all he difference in the world.

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Sorry you have that impression from my reactions to the previous posters. I agree. The process does suck. It doesn't make my job any easier when someone calls and is torqued because they are put through the hoops for sometimes no reason at all. There are times when it is cut and dried as far as what needs to be done. We don't have that luxory. Management tells us we will troubleshoot. That is how MY evaluation is determined. I am going to my job so I can get payed more. Unfortunately, that puts me in the position of just being the messenger. So, don't blame the techs for the rules they have to follow. I get the impression that a bunch of these bitter people posting are self employed and can therefore make their own rules. Good for them. When Dell ships out parts that a customer says they need to fix a computer, and those parts DO NOT end up fixing it (this is approximately 73% of our calls that require a second service call), that cost Dell money, not the customer.

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Originally Posted by nomas

that cost Dell money, not the customer.

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I called in on a Dell concerning the provided CDRW software install being corrupted. I asked the tech I spoke with to resend a CD with EZCD creator so I could reinstall, and gave him my error messages...he said he couldn't do that because the software isn’t free. I said, but we would have got it with the system, and I am sure we did, I just can't find it to reinstall it. As nicely has he could he basicly said, "that's too bad". Then he had me add every updated made for the software. That didn't resolve anything, so next he has me download some boot floppy diagnostic for the CDRW. We ran it, and I read back the results, to which he says that there must be something wrong with the drive. I said, "I read this off to you, and unless there is something different I should have gotten, I believe it came back with zero failures...he wouldn't hear anything of it...and sent me a new CDRW. I waited, it arrived, I installed it, and it didn't solve the problem. So I reran the diagnostic, got the same result the "failing drive" received...then went a step further. I found the Restore disk (but still couldn't find the other disk) for the system, restored to a different hardrive, and tested burning with the old drive, and no problems.

So I called back, told him I was shipping back the same drive he shipped, and gave him my recent steps to prove that all that I needed, after almost two hours of his time, and well over 3 of mine, was that damn software download or CD shipped. He still wouldn't budge. Three days later I finally uncovered the disk...and fixed things in a matter of two reboots. That Dumbfu<k. Procedures my a$$, he didn't know what he was doing, that costs Dell Money!!!

Perhaps someone should email Michael Dell with this thread?

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Originally Posted by NooNoo

Perhaps someone should email Michael Dell with this thread?

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Just incase, I went back to edit mine, so I didn't come off like an illiterate hick... :p

I don't think he would even care

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Originally Posted by nomas

Sorry you have that impression from my reactions to the previous posters. I agree. The process does suck. It doesn't make my job any easier when someone calls and is torqued because they are put through the hoops for sometimes no reason at all. There are times when it is cut and dried as far as what needs to be done. We don't have that luxory. Management tells us we will troubleshoot. That is how MY evaluation is determined. I am going to my job so I can get payed more. Unfortunately, that puts me in the position of just being the messenger. So, don't blame the techs for the rules they have to follow. I get the impression that a bunch of these bitter people posting are self employed and can therefore make their own rules. Good for them. When Dell ships out parts that a customer says they need to fix a computer, and those parts DO NOT end up fixing it (this is approximately 73% of our calls that require a second service call), that cost Dell money, not the customer.

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Sorry chief, but if you were hired to be a customer service rep than that means you were hired to represent the company. That means the way I deal with the company is by dealing with you. That's why you're bound to Dell's rules. Since people become frustrated with the company, and you are their link to the company, then you get the brunt of that frustration. It's not personal. :D

Hey Meatwad, what the h3ll is this?

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"I want candy, bubblegum and taffy, skip to the sweet shop with my sweetheart Sandy, got my penny saved, so I'm her sugar Daddy. I'm her Hume Cronyn, she's my Jessica Tandy, I want candy."

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Originally Posted by jitBob

Hey Meatwad, what the h3ll is this?

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MC Pee Pants.

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Originally Posted by meatwad

MC Pee Pants.

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Total recarl was a better episode

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Originally Posted by meatwad

Sorry chief, but if you were hired to be a customer service rep than that means you were hired to represent the company. That means the way I deal with the company is by dealing with you. That's why you're bound to Dell's rules. Since people become frustrated with the company, and you are their link to the company, then you get the brunt of that frustration. It's not personal. :D

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Point taken...and well put too, I must say....
I'm not taking it personal, but it is pretty frustrating. You guys are EASY to get mad at too...."I want this, I want that...I can't find my disks, I don't care if it makes you sit in wrap forever..." I mean, whatever happened to file cabinets???

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Originally Posted by nomas

Point taken...and well put too, I must say....
I'm not taking it personal, but it is pretty frustrating. You guys are EASY to get mad at too...."I want this, I want that...I can't find my disks, I don't care if it makes you sit in wrap forever..." I mean, whatever happened to file cabinets???

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The PC in question was already in the office before I started work there. It took me three weeks to sort through all the stuff the last net admin had stored away, it was in that process I found the CD I needed. I can't be held accountable...the Dell tech I worked with was a retard...wait, he wasn’t you was he?

This rant was about Dell. I don't know if it was about Dell's techs ALL being dumb. Some are, some aren't. Evne some of the ones in India are extremely smart. (Too bad you can't understand their wisdom!)
Gold Support customers didn't have to deal with Indian support calls.
The complaint is Dell's support, not the tech's support from Dell.

@NooNoo, I was reading an article about how Dell is slashing customer support. That's right. It's bad and gonna get worse.
I don't recall the numbers but it said that Dell support ranked like 57%. But look at the competition! The next closest competitor support was down around 43%. To a corporate CEO/CIO, 57% is a humongous waste of money. If the competition is down around 43%, then they can drop Dell's rating to 48% and still be the leader.
Screw the customer! CEO's are in it purely for the bottom line.

Like the two hikers being charged by a grizzly and one takes off his boots and quickly puts on sneakers. The other guy says, "People can't out-run a grizzly!" And the other guy says, "I don't have to. I only have to out-run you."
This is the American corporate model.

So my advice is: Don't buy the Gold Support, or any other, additional support contract. Just fix it yourself. It'll save Dell money, it'll probably save you money (in the long run), and it'll save you TONS of frustration.

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Originally Posted by Ya_know

The PC in question was already in the office before I started work there. It took me three weeks to sort through all the stuff the last net admin had stored away, it was in that process I found the CD I needed. I can't be held accountable...the Dell tech I worked with was a retard...wait, he wasn’t you was he?

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Nope..wasn't me...I can easily remember the phone number for spare parts...

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Originally Posted by JeffO93

This rant was about Dell. I don't know if it was about Dell's techs ALL being dumb. Some are, some aren't. Evne some of the ones in India are extremely smart. (Too bad you can't understand their wisdom!)
Gold Support customers didn't have to deal with Indian support calls.
The complaint is Dell's support, not the tech's support from Dell.

@NooNoo, I was reading an article about how Dell is slashing customer support. That's right. It's bad and gonna get worse.
I don't recall the numbers but it said that Dell support ranked like 57%. But look at the competition! The next closest competitor support was down around 43%. To a corporate CEO/CIO, 57% is a humongous waste of money. If the competition is down around 43%, then they can drop Dell's rating to 48% and still be the leader.
Screw the customer! CEO's are in it purely for the bottom line.

Like the two hikers being charged by a grizzly and one takes off his boots and quickly puts on sneakers. The other guy says, "People can't out-run a grizzly!" And the other guy says, "I don't have to. I only have to out-run you."
This is the American corporate model.

So my advice is: Don't buy the Gold Support, or any other, additional support contract. Just fix it yourself. It'll save Dell money, it'll probably save you money (in the long run), and it'll save you TONS of frustration.

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I seriously hope this is old news...they do NOTHING but talk about recovering the "Customer Experience" nowadays, which makes it twice as hard to stay in control of the call.

Do the guys over in India get to pick their own names? It seems like every time I get Indian tech support, the guy's name is Bruce, or Shawn, or Derrick. I mean come on! Derrick?

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Originally Posted by meatwad

Do the guys over in India get to pick their own names? It seems like every time I get Indian tech support, the guy's name is Bruce, or Shawn, or Derrick. I mean come on! Derrick?

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just wait until they unleash the new knowledge base.....

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Originally Posted by nomas

You guys are EASY to get mad at too...."I want this, I want that...

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Its your god damned job to listen to us, we pay your salary!!! Do you not understand that? You need to treat the customer with respect and dignity. I'm not saying that you need to kiss ***, but you really need to respect them or they will go elsewhere and tell their friends to do the same. Thats how big biz fall down, they get too comfortable in their "#1" position that they don't see the competition speeding past them because they have pissed too many people off!!!

Quote:

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Originally Posted by meatwad

Do the guys over in India get to pick their own names? It seems like every time I get Indian tech support, the guy's name is Bruce, or Shawn, or Derrick. I mean come on! Derrick?

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This is the big con... they are TOLD not to admit they are in India. They are TOLD not to admit to being indian.

Big give away is the .25 sec time lag phoning half way round the world.....but they figure that most customers will not notice... and come on, they are right about that!

Quote:

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Originally Posted by Radical Dreamer

Its your god damned job to listen to us, we pay your salary!!! Do you not understand that? You need to treat the customer with respect and dignity. I'm not saying that you need to kiss ***, but you really need to respect them or they will go elsewhere and tell their friends to do the same. Thats how big biz fall down, they get too comfortable in their "#1" position that they don't see the competition speeding past them because they have pissed too many people off!!!

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I don't remember EVER seeing your god damned name at the bottom of MY paycheck. It is NOT my job to listen to your insane requests for unnecessary parts. My job is to get your jacked up crap running again, whether it's hardware or software. And yes, I do treat people with dignity and repsect, up to the point they don't deserve it anymore. Your rants and blind accusations in this and probably several other forums are a prime example of why your experiences with Dell are always negative. You want respect from Dell technicians? Earn it just like we have to do from our customers. Have you even read ANY part of your warranty agreement? Here, this is a link: http://www.dell.com/downloads/global...eAgreement.pdf When you hold your mouse (cursor) over it, see how it changes shapes? That's called a hyperlink.It will allow you to see some other stuff on the screen. But that's not important right now. I would imagine, considering your extremely energetic rants, that you have a POS service contract. Basically, the type 6 contract states that you have to call Dell support to obtain their concurrence that a part is actually failing. Other parts state that you AGREE to cooperate with the technician. (do you get the feeling I have had to explain this before?)Everybody else may not have the experience or knowledge you do. That does NOT make you a better PERSON. A better tech? Yes. So, the next time you call any of your vendors, keep that in mind.

and that lag time sucks for everyone....it stays there long after the India tech has finished transferring the call to an AMERICAN tech.

I've actually had fairly decent luck in dealing with Dell, though my experiences are limited. Here is a major rub to those who get their panties in a bunch:
Page 5 of 7

3. Your Responsibilities.

To receive service and support, you are responsible for complying with the following:

e.

Cooperate with the technician. Experience shows that most System problems and errors can be corrected over the phone as a result of close cooperation between the user and the technician. Listen carefully to the technician and follow the technician’s directions.

Nowhere in the text does it tell the technician to listen carefully to the customer.

I'm also wondering where all of this falls into Dell's ISO 9001 program, though if I'm to understand correctly this is more associated with the individual factories than it is the service and support side. If however, and this is no reflection on nomas or any other Dell Tech, items are being shipped from the factory in non up to snuff condition then this could be construed as a non compliance with the ISO standard. Hmmmm...OK I'll stop my idle thought processes now. https://forums.windrivers.com/images.../2005/03/1.gif