Dell Customer Service Improvement?

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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?