Quote:
Originally Posted by meatwad
just wait until they unleash the new knowledge base.....
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Quote:
Originally Posted by meatwad
just wait until they unleash the new knowledge base.....
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:
Originally Posted by nomas
This is the big con... they are TOLD not to admit they are in India. They are TOLD not to admit to being indian.Quote:
Originally Posted by meatwad
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!
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.Quote:
Originally Posted by Radical Dreamer
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
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.Quote:
Originally Posted by Major Kong
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.
Quote:
Originally Posted by nomas
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?
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 vocabularyQuote:
Originally Posted by Cleetus
Actually I was talking to nomas
...That rhymes... :pQuote:
Originally Posted by Cleetus
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 isQuote:
Originally Posted by nomas
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
I think RD is trying to pull a Sugar Ray. :DQuote:
Originally Posted by Cleetus
Quote:
Originally Posted by meatwad
I thought he was asking if I had ever worked as a tech support phone jockey, and yes I have
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.Quote:
Originally Posted by Cleetus