Dell Customer Service Improvement?

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May 13th, 2004, 12:50 PM
Radical Dreamer

Quote:

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.

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.
May 13th, 2004, 01:01 PM
Ya_know

Quote:

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.

Nail~~Head~~Bamm! :thumbs:
May 13th, 2004, 01:09 PM
nomas

Quote:

Originally Posted by Ya_know

Nail~~Head~~Bamm! :thumbs:

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.
May 13th, 2004, 01:23 PM
meatwad

Quote:

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.

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.
May 13th, 2004, 02:11 PM
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.
May 13th, 2004, 02:15 PM
Ya_know

Quote:

Originally Posted by Cleetus

*******s .

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?
May 13th, 2004, 02:17 PM
Cleetus

a$$hole
May 13th, 2004, 02:17 PM
Camaro80z

Quote:

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?

Here, I'll show you a picture of it. :butt:
May 13th, 2004, 02:21 PM
nomas

Quote:

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.

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.
May 13th, 2004, 02:24 PM
Ya_know

Quote:

Originally Posted by Cleetus

a$$hole

Oh...forgot about that... :p
May 13th, 2004, 02:31 PM
Ya_know

Quote:

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.

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/
May 13th, 2004, 02:35 PM
Camaro80z

Quote:

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.

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.
May 13th, 2004, 02:36 PM
nomas

Quote:

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/

Hahaha...yup...you shoulda pitched hissy then....and the manager would have told you that software is not Freeware. Get your wallet out....
May 13th, 2004, 02:55 PM
Ya_know

Quote:

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....

It comes free with the drive...
May 13th, 2004, 02:57 PM
nomas

Quote:

Originally Posted by Ya_know

It comes free with the drive...

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

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