Dell Customer Service Improvement?

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Originally Posted by Major Kong

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

2. 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

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this is actually part of our performance plan. (call audits) Did the tech pay close attention to the customer to keep them from repeating themselves? this one is major when it comes to our evals.


correct. it has way more to do with manufacturing than service and support. they NEVER document according to ISO rules that our tools are going to break down because of some policy the admin thought would be a good idea.

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Originally Posted by nomas

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.

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You obviously dont understand something very important


I pay dell > Dell pays you

So YES I do pay your salary. Just like the students at the college I admin for pay mine. So you treat them respect REGARDLESS

Dude, have you ever spent time on the other end of the phone as a tech, ever?

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Originally Posted by Cleetus

Dude, have you ever spent time on the other end of the phone as a tech, ever?

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Yup, I worked for an ISP for over a year. We understood that the customer paid our salary so we treated them properly and that saved alot of the grief. But seeing how we did our job right and got it right the first time for the most part, we didnt have many pissed off customers. We also didnt keep people on hold for 45 minutes and then argue with them. Also, insert your system restore disk wasnt in our vocabulary

Actually I was talking to nomas

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Originally Posted by Cleetus

Actually I was talking to nomas Dumb@$$

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...That rhymes... :p

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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...

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Just going back in this thread for the first time: no wonder you're getting attacked nomas. https://forums.windrivers.com/images.../2005/03/1.gif That is one hell of a rotten attitude. The only way I get help for my customers problem is for me to get on the phone. They seem to get all intimidated and "drop the script" when talking to a real tech. Hey nomas, did you go to that school where the first thing they teach you is
Format C:
Plus, just to really understand you, please answer the question Cleetus put forward:
"Have you ever had to call tech support?"
No??? Oh, that's right: Insert restore cd and start all over. https://forums.windrivers.com/images.../2005/03/1.gif

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Originally Posted by Cleetus

Actually I was talking to nomas

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I think RD is trying to pull a Sugar Ray. :D

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Originally Posted by meatwad

I think RD is trying to pull a Sugar Ray. :D

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I thought he was asking if I had ever worked as a tech support phone jockey, and yes I have

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Originally Posted by Cleetus

Dude, have you ever spent time on the other end of the phone as a tech, ever?

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Fortunately I have not had to. I also build all of my own systems, so, the only support I have is me. You guys are all misinterpreting my responses. I do NOT tell everyone to format. I will spend (alot of times) an excessive amount of time on the phone with someone dealing with networking problems resulting from tons of spyware and hijackers. Sometimes, the amount of time it takes dealing with these software problems is about the same amount of time it takes to reinstall. That isn't always the answer. But, I have to draw the line somewhere when it comes to software problems. The only time that we are actually responsible for software problems is the occasional factory load problem. The rest of those problems are user generated. How should we be able to knwo exactly what the user has installed, attached to, misconfigured anythign on that system? You, on your end have the luxory of seeing the system, the add remove programs applet, etc. What I may consider important information, the caller rarely does because THEY want Kazaa to work on their system. We DO NOT support any of that stuff. Yet, the callers expect us to help them with their mistakes without regard to what we are actually responsible for. That has been my point from the very beginning. We are ONLY responsible for the software and hardware as it shipped. Anything after that is best effort.

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Originally Posted by nomas

Fortunately I have not had to. I also build all of my own systems, so, the only support I have is me. You guys are all misinterpreting my responses. I do NOT tell everyone to format. I will spend (alot of times) an excessive amount of time on the phone with someone dealing with networking problems resulting from tons of spyware and hijackers. Sometimes, the amount of time it takes dealing with these software problems is about the same amount of time it takes to reinstall. That isn't always the answer. But, I have to draw the line somewhere when it comes to software problems. The only time that we are actually responsible for software problems is the occasional factory load problem. The rest of those problems are user generated. How should we be able to knwo exactly what the user has installed, attached to, misconfigured anythign on that system? You, on your end have the luxory of seeing the system, the add remove programs applet, etc. What I may consider important information, the caller rarely does because THEY want Kazaa to work on their system. We DO NOT support any of that stuff. Yet, the callers expect us to help them with their mistakes without regard to what we are actually responsible for. That has been my point from the very beginning. We are ONLY responsible for the software and hardware as it shipped. Anything after that is best effort.

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You are getting us wrong, we are pissed because you seem like you are "All high and mighty" and that if we dont behave a certain way then you are gonna retaliate by being a dick or by having the wrong part sent.

Its not so much your technical ability we are questioning, its your customer service skills.

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Originally Posted by Radical Dreamer

You are getting us wrong, we are pissed because you seem like you are "All high and mighty" and that if we dont behave a certain way then you are gonna retaliate by being a dick or by having the wrong part sent.

Its not so much your technical ability we are questioning, its your customer service skills.

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Nail~~Head~~Bamm! :thumbs:

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Originally Posted by Ya_know

Nail~~Head~~Bamm! :thumbs:

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Well then..that is completely different and I completely agree then. If we aren't making you feel all warm and fuzzy, then let us know at that time. We (GTS) should be asking if you are satisfied with the support at the end of every call. That's your opportunity to let us know one way or the other. Granted, we aren't going to be able to give you what you want everytime. Some requests are completely unreasonable. Most aren't.

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Originally Posted by nomas

Fortunately I have not had to. I also build all of my own systems, so, the only support I have is me. You guys are all misinterpreting my responses. I do NOT tell everyone to format. I will spend (alot of times) an excessive amount of time on the phone with someone dealing with networking problems resulting from tons of spyware and hijackers. Sometimes, the amount of time it takes dealing with these software problems is about the same amount of time it takes to reinstall. That isn't always the answer. But, I have to draw the line somewhere when it comes to software problems. The only time that we are actually responsible for software problems is the occasional factory load problem. The rest of those problems are user generated. How should we be able to knwo exactly what the user has installed, attached to, misconfigured anythign on that system? You, on your end have the luxory of seeing the system, the add remove programs applet, etc. What I may consider important information, the caller rarely does because THEY want Kazaa to work on their system. We DO NOT support any of that stuff. Yet, the callers expect us to help them with their mistakes without regard to what we are actually responsible for. That has been my point from the very beginning. We are ONLY responsible for the software and hardware as it shipped. Anything after that is best effort.

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And you've just explained the number one selling point that we use in our shop. Dell maybe fine for a large network where a large number of machines need to be built and there is a paid employee in charge of keeping them running, but not for the average home user. Dell (not you as an individual employee) is not capable of giving the service that most home user customers want. Because of that, I get to sell a number of computers to former Dell, HP, Compaq, Gateway etc, customers who want a person they can talk to face to face, and who can physically look at their computer and repair it.

That is exactly what I figured, not a freaking clue what techs have to go through between the lieing users and *******s at the companies like yourself. None of us are going to be calling about some stupid problems like you insist on bringing up, we are mostly all talking about hardware problems or software we would just like to get that was originally handed out with the system.

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Originally Posted by Cleetus

*******s .

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Did you do that, or did the profanity filter do that? I can't for the life of me figure out what would be a 7 letter smut word, that could be pluralized with an s to make 8. This would make a great entry into the Mindtrap game IMHO>>>!

So, any hints?

a$$hole

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Originally Posted by Ya_know

Did you do that, or did the profanity filter do that? I can't for the life of me figure out what would be a 7 letter smut word, that could be pluralized with an s to make 8. This would make a great entry into the Mindtrap game IMHO>>>!

So, any hints?

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Here, I'll show you a picture of it. :butt:

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Originally Posted by Cleetus

That is exactly what I figured, not a freaking clue what techs have to go through between the lieing users and *******s at the companies like yourself. None of us are going to be calling about some stupid problems like you insist on bringing up, we are mostly all talking about hardware problems or software we would just like to get that was originally handed out with the system.

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Hardware we replace. CD's that people can't seem to find when you're on the phone, no. Again, I have no problem giving you the number for spare parts. If you are within the first 30 days of the invoice dat. Be smart. Just say it wasn't in the box. Otherwise, get your credit card number out and purchase it again.

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Originally Posted by Cleetus

a$$hole

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Oh...forgot about that... :p

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Originally Posted by nomas

Hardware we replace. CD's that retards like yourself can't seem to find when you're on the phone, no. Again, I have no problem giving you the number for spare parts. If you are within the first 30 days of the invoice dat. Be smart. Just say it wasn't in the box. Otherwise, get your credit card number out and purchase it again.

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Yet you guys send restore disks out for free like AOL startup disks. And why did you send me a CDRW drive when all I needed was the burner software download or on disk? I should have reported you then to your supervisor; instead I just blew it off. Like when the fast food drive through guy forgets my straw. I figure, if the guy has the low *****ion to work in a place like that, his manager isn't going to give a crap when he F's up, as long as the dork shows up for work every now and then that’s good enough for Dell and BK…https://forums.windrivers.com/

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Originally Posted by nomas

Hardware we replace. CD's that retards like yourself can't seem to find when you're on the phone, no. Again, I have no problem giving you the number for spare parts. If you are within the first 30 days of the invoice dat. Be smart. Just say it wasn't in the box. Otherwise, get your credit card number out and purchase it again.

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That right there is an example of the attitude that everyone is talking about. I am doing the same thing for a different computer company(server and desktop). Luckily for me, there are absolutely no outsourced jobs, and we do not recieve calls from the end users. We sell our systems only to businesses, not retail. If the business sells to a user, they give the support to the user. I have no scripts or steps I have to follow. We work with the techs to get the machines working. As a tech, our first, last, and only responsibilty is to satisfy our customers by keeping our systems up and running. I could not imagine having this type of an opinion of another professional. That is wrong and somthing I would not be able to stand coming from a co worker. And before you say anthing about your end users, I worked at Best Buy for 5 years. We had 30 phone calls a day, plus the 40 to 50 machines that were sold, upgraded and repaired every day. You think that phone support is really bad, try retail. You have no idea. I do not want to imagine how badly you would blow it getting attacked from both sides.

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Originally Posted by Ya_know

Yet you guys send restore disks out for free like AOL startup disks. And why did you send me a CDRW drive when all I needed was the burner software download or on disk? I should have reported you then to your supervisor; instead I just blew it off. Like when the fast food drive through guy forgets my straw. I figure, if the guy has the low *****ion to work in a place like that, his manager isn't going to give a crap when he F's up, as long as the dork shows up for work every now and then that’s good enough for Dell and BK…https://forums.windrivers.com/

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Hahaha...yup...you shoulda pitched hissy then....and the manager would have told you that software is not Freeware. Get your wallet out....

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Originally Posted by nomas

Hahaha...yup...you shoulda pitched hissy then....and the manager would have told you that software is not Freeware. Get your wallet out....

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It comes free with the drive...

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Originally Posted by Ya_know

It comes free with the drive...

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Did it come with the replacement drive that the tard tech sent? Or jsut originally with the system?

Nomas, I get the feeling that you are burning out as a customer service representative. Yes, not a tech, you represent your company to the customer in order to solve problems.

Granted there are lusers in this world that should have been strangled at birth, but then again there are many more who are prepared to learn.

Honest answer to this next question.

Your next customer support request is put through to you. The customer reports "I have a problem, the machine is continually restarting. I have done some troubleshooting and after running a few diagnostics I have come to the conclusion that the ram is faulty."

The voice on the phone is most definitely female.
What is your reaction?

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Originally Posted by NooNoo

The voice on the phone is most definitely female.
What is your reaction?

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Female...sproiiiogggg!

"What's your sigh baby?"

My Girl friend is a great tech... I couldn't care less what gender the person is so long as they help

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Originally Posted by Escape_Driver

My Girl friend is a great tech... I couldn't care less what gender the person is so long as they help

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So as far as girlfriends go, you don't care what gender they are. You're a sick'o man... :eek2:

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Originally Posted by Ya_know

So as far as girlfriends go, you don't care what gender they are. You're a sick'o man... :eek2:

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You so bad ! :grin:

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Originally Posted by Ya_know

So as far as girlfriends go, you don't care what gender they are. You're a sick'o man... :eek2:

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This coming from the mans man

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Originally Posted by NooNoo

Nomas, I get the feeling that you are burning out as a customer service representative. Yes, not a tech, you represent your company to the customer in order to solve problems.

Granted there are lusers in this world that should have been strangled at birth, but then again there are many more who are prepared to learn.

Honest answer to this next question.

Your next customer support request is put through to you. The customer reports "I have a problem, the machine is continually restarting. I have done some troubleshooting and after running a few diagnostics I have come to the conclusion that the ram is faulty."

The voice on the phone is most definitely female.
What is your reaction?

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I actually had to think about this one for a bit... Ultimately I would say "Great, lets get that memory replaced." End of story. Now, the same call, same female says "My system is always restarting. I want the memory replaced." I would have to question how she came to the conclusion it was the memory and not the...hmm..modem...why not pull that part out of a hat.

I understand your question, and yeah....this job sucks....at first it was awesome...everything was new. If one more Maxtor drive fails, I am gonna freak.