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Just had a rather pleasant experience with Dell Customer Support, the Gold Client side I must admit.
Broken monitor, reported, diagnosed agree and replacement dispatched within 10 minutes (replacement arriving tomorrow).
Well shocked. E-mail confirmation sent, tracking link sent to keep an eye on the progress of the call/replacement monitor, and a courtesy call to ask if I was happy with the service.
Am I dreaming? :p
What next a secure MS OS?
How long did you wait on hold before you got to talk to a rep? And did he or she speak good english? Thats when you know things are going seriously awry in the world. :pQuote:
Originally Posted by corturbra
Straight through, English speaking AND I was given a extension number to call back on if the monitor does not arrive!Quote:
Originally Posted by nunob
World has gone crazy. :thumbs2:
:grin:Quote:
Originally Posted by corturbra
Just had another clusterf*** from Dell. Ordered a replacement fan for a computer, got the wrong one, and then found out that the right was is no longer manufactured or stocked. :mad:
My experience. USA Dell good. India Dell bad.
Quote:
Originally Posted by meatwad
I had a similar experience. I had to order a replacment CDROM drive for a Dell webPC. The system uses a laptop style CDROM drive. I called Dell, got a price and order the drive. I should have seen the drive in 3 days. After 7 days, I calld Dell and they had automatically cancelled the order on me without a reason. After hours on the phone with Dell USA and India, I found that the drive was discontinued. I ended up ordering a CDROM for a laptop (same model number), and modifying it to fit the Dell webPC.
Most of the complaints i get are about the india helpdesk, language probs, follow the script or you don't get anywhere. I deal mainly with the Irish call center and sometimes the USA if it's after midnight.
You shouldn't have any problems with Gold queue and above because you've paid for the support. I deal mainly with gold and enterprise storage when i'm up to my elbows in a server or SAN.
Dell are continually looking at ways to improve the "customer Experience" and as a tech i'm part of that and i see it when i phone in but saying that, they don't get it right 100% of the time.
Hi there,
Dell CS sucks. I got one a year ago for my brother. Ends up the speakers didn't work. They send in a replacement, wrong one, then they send another one and I have to send the wring back. Then, testing it, then send the defected one again, all this took me 1 month to get it all done.
Ju Leon...
I got this call a coule of weeks ago.
Customer gets brand new Dell computer.
She can't open e-mail attachements, calls dell tech support.
They tell her she can't open attachments, because her computer has a virus. She should put in the recovery CD, and then call back if it don't work.
When she still! coud not open attachments, she called me instead, I fixed her up over the phone in 2 minutes.
Windows XP sp1 IE/OE 6 sp1.
Who else knows the answer?
OE security. :D What do I win?Quote:
Originally Posted by flackt
!!!CONGRATULATIONS!!!
https://forums.windrivers.com/images.../2005/03/1.gif!You are OFFICIALLY to smart to work at Dell Customer Support!https://forums.windrivers.com/images.../2005/03/1.gif
https://forums.windrivers.com/images.../2006/04/1.gif
Hi there,
Honestly, Dell sucks. Good deal, but the case is super bad design, especially the loading CD/DVD slots.
Ju Leon...
We have a few hundred units at work and paid the extra money for the Gold Support. It's quite a bit more money for a home user, but most businesses can probably afford it.
Hold times have been non-existent with the gold support, and the reps actually speak English, which is VERY rare in this industry. I don't have to argue with those people... I tell them what's wrong and what part I need, and it's in my hands within 4 hours no questions asked.
On the consumer side... my mother just bought a Dell system 2 weeks ago and it has a defective modem. I made the call to 1-800-India, and after 2 hours of going through the useless BS flowchart.... we haven't made any actual progress other than wrecking the PC with their constant need to run system restore.
Have you noticed these people can NOT think outside of the box? They will read their little paper word for word without deviation... and nothing you say will influence what they are going to put you through. I can't stand the flowcharts.
Click on the start menu in the lower left hand corner of your screen, click on settings, then control panel... 82 more steps to get into device manager only to find out there is NO HARDWARE CONFLICT which is probably due to the fact that it's BRAND NEW and OUT OF THE BOX. Simple logic would have worked for me here, but apparently it's not part of that technical support training.
ok another one.
Customer installed program on computer. It would not run.
She got tired of waiting to talk to someone, and signed up for Gold support.
She then got to talk to someone, who told her to put in her recovery CD, then reinstall the program, and call back if it did not work.
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.
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
I called DELL one time for a non tech co-worker. Was going to be a quick call during lunch. In the end, I felt new pride in my job and to some degree, happy I had one. I did fell sort of bad for the guy in India trying to understand my local accent. The guy was busting his *** on the call (trying to stick to the script) and it had to go up a level for apporval.
I wasted an hour testing the part getting my facts strait to make the call go smooth. My bad. Got the part replaced after the one call. But still....painfull.
I thought the design was OK for basic home use, and hey "You can keep your weed in it!"
A friend of mine once had a comp come in for overheating. Upon opening the case there was a huge bag of weed in the comp (the kids mom brought the comp in) so my friend sold the weed and was able to charge an hour's time for the fix (also cleaned up the comp while he was at it). Then the kid came in the next day looking for his "grass" which was a per of a science project, and proceeded to threated to call the cops when he was told the weed had been "disposed of"Quote:
Originally Posted by machineman
Haven't had to deal with them in almost 3 years...Only had one bad experience with them then, they sent me a pc with a bad nic, it was one of 200 in a shipment, they didn't want to believe me, and I didn't let them play with their script.
Deal with IBM now, last guy that made me sit through his script I made cry, they listen to me over there now. I don't have time to waste with their stupid crap.
You made a tech cry on the phone...I gotta hear that story!Quote:
Originally Posted by Cleetus
I've learned to just lie to them (Dell or Gateway) to get what I need. It's fun, to tell them in one sentence, every step they are going to ask you to do.
Ex. "This monitor quit working and I've tried it on another pc, unplugged it, plugged it back in, turned it off and on, shook it, slapped it, cussed it, prayed over it and finally bashed it with a bat into little bitty pieces, I think it's a bad monitor."
My time is too valuable (to me) to waste on their stupid scripts.
Called them up saying that the board they just sent me wasn't posting, he got snooty and asked if I ever replaced a board, then made me download the latest flash files, do all sorts of junk, then said pop in the disk and start it up, silence, then I asked if he was serious, he said yes, I asked if he had a clue what not posting meant when I had referred to it earlier and explained how I reseated everything and also tried with taking stuff off just to get beeps, he started balking, then I asked if he gets judged on time of calls and when he said yes I went in on how he would have had a great time if he would have just bothered listening to me rather then bang away on his keyboard like a little monkey, he went away to talk to another tech, said he would also send me new memory and CPU just to be safe, so I asked him to make sure that he just let the other tech do his job while he watched as he had no clue, snot bubbles formed as he was suddenly all sniffly which he hadn't been for the previous hour...
All hail Cleetus! :thumbs:Quote:
Originally Posted by Cleetus
Hi there,
I won't hail Cleetus. :) I'll just shake his hand. :)
Ju Leon...
That story wasn't as good as I had hoped. Cleetus is still a pu$$y... :p
Dell Frickin' SUCKS!
Funny that I had just cancelled my account with them 20 minutes before I read this thread. That alone took 20 minutes and 2 separate calls. The first one took about 6 minutes to get thru several call trees and finally get a recording saying the department was closed, call again on the next business day... This was at frickin' 12:56 PM Eastern!!! Finally I got Dell India and "Sylvia" (Love that they use "American" names for CS reps over there) and all but fought with her to close a credit line that had no balance!
!!!!!!!!!!!!!!!!!!!!!!!!!
I swear I will never even consider them for another product. Accessing useful CS is next to impossible, takes an inordinate amount of time and leaves me ready to kill! Everytime it seems I'm in an antagonistic exchange just to get what they should be giving in the first place, good customer service.
Also, the bastards somehow sold my email address. I gave them a unique address that only they would have. Just a couple of months ago, I rec'd spam for "Increase your chest size" at that address. Hunting down a real person that was of any use required much effort and loss of hair and sanity. Finally I got a name and left a voicemail. Of course, I have not rec'd a reply and probably will not. I just killed the address and moved on. I don't need anything from them anyway.
Thanks for the opportunity to rant!
True. But he's our Pu$$y. https://forums.windrivers.com/images.../2006/04/1.gifQuote:
Originally Posted by Ya_know
Tried that... often works for USA but I have never gotten it to work for India.Quote:
Originally Posted by edball
I'll tell them everything they are going to say then I get " Ok, let's click Start, Shutdown"... 30 steps to reboot, and we proceed with the script.
What I dont get is why anybody even thinks that India is going to be of any help to you. Theses people are working for something like 20% of what us here in the USA get for IT. The tech's in India are WORTHLESS. When I get one on the phone. I just hang up. What I think is going on is that you are talking to some pigme in a hut with a phoneline and a laptop and he is trying to help you. The only requirement for the job is to know how to turn a computer on. Its to bad that we all pay good money for a PC and have to deal with a service that just plain stinks.
Well Dell was a figurin' on settin' up thar CS in Goose Pimple Junction Virginia (just a hoot n' holler from-well several hollers-Piney Flats Tennessee) but when they went and done a practice run it was a found out that most of youins' couldn't understand Appalachian and Bubba, Earl, Dorthula and Pansy didn't have a clue to what was a bein' ciphered to 'em.
You're right, they weren't from India.Quote:
Originally Posted by dfilas
While this story does make me laugh, I have to feel for the guy. Most companies who provide tech support do not train their people well enough to do what is a very difficult job.Quote:
Originally Posted by Cleetus
When I worked Micron PC tech support way back when, we got some good training because the company was still rather small. We were taught 1 call 1 solution. Stay on the call until the problem is fixed. We even staying with the customer through reinstalls. They did not have to call back. But then as Micron got bigger, and a new CEO came in, we were told to get them off the phone ASAP. No more staying with the customer during a Win95 reinstall. Just get them started then let them go. We were hastled by the management if our calls went past 30 min.
It is not always the people on the phone, it's the BS policies that can force them to appear to be dumbasses because they have a supervisior listening in on the call if they are taking to much time. And trust me, they are monitored all the time.
We have Gold. I used email support request.
Laptop had Toshiba CDRW/DVD drive that wouldn't recognize CD's, much less write. Forget DVD's.
I reseated it. No good.
I took all the hardware out, RAM, hdd, CD/DVD, PCMCIA's, battery, and powered up. This gives it a HARD hardware reset. Didn't help.
Upgraded the BIOS. No good.
Upgraded Roxio, including drive-recognitiion updates. No good.
Updated Windows. No Good.
Borrowed another laptop of same model. Same problem, same model of CDRW/DVD.
Borrowed a 3rd laptop with Sanyo CDRW/DVD. It worked. I swapped the Sanyo into the two "bad" laptops, everything worked.
Put the Toshiba's into the "good" laptop. No good.
Safe to say the problem follows the Toshiba CDRW/DVD drives, not the computers.
Dell sent me a response. You'll never guess what they said. Okay, some of you WILL guess! They told me to do all the things I said I had already DONE!!!
I never knew I could respond with such an angry email without using profanity!
The drives arrived overnight.
Gold support isn't worth the extra cost to corporations. It's better to have a stock of compatible replacements on the shelf. Swap it out and throw the old one away. Problem fixed in 15 minutes, instead of days of frustrating BS.
They have a tested set of hardware that is safe to buy. I still think Dell is quality. Just don't pay any extra for support.
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.
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[/QUOTE]
Hey nomas , it's customer support efforts like yours that bring Dell down. You think you know everything about support, reloading is not the answer some 95% of the time. It’s a copout for poorly trained, *****ionless wannabe techs like you.
Sit on that for a while, and with your next call I expect you will have a better attitude, or go to work for MacDonald where customers get what they want or people get fired!!!
Quote:
Originally Posted by Ya_know
See, that's where you have it all wrong. I think you might have misunderstood my rant. So, for the sake of explaining, I will try to clarify.
When Dell ships a system out, we know exactly what is loaded on it. When we are told that in order for us to get a good performance evaluation, our call times have to be under 20 minutes. (this is changing, but barely. when I first started there 3 1/2 years ago, yeah, I was wet behind the ears. I have seen everything now I think)
Take into account some of the crap people load on their computers and WONT tell you about because THEY dont think it will be a problem. (anybody ever try to use PC Anywhere 10.0 on Windows XP? No? because it will NOT work!!) This all adds up to a poor customer experience. When I first started there, there were posters everwhere about out award winning support. I haven't seen one of those posters in 3 years now. I still have that job mostly because these so called IT managers and in house help desks have even less of a clue than most of our techs. (there are some brilliant people here at Dell, but not many) If people only had a clue as to how many policies we had to deal with on any given call, they would cry.
So, when you need to have some hardware replaced, be prepared. Sound like you know what you are doing, and you will most likely be treated accordingly. Also, do NOT blame the tech on the phone when you receive a wrong part. Keep in mind,WE are not the ones packing that part in a box and putting it in a box. We leave that to the illegal immigrants that only speak spanish and have gang tats. (I am kidding about that part) There is a reason those people work in a warehouse though.
So, if anybody else has any complaints, feel free to ask me why things happen the way they do. I will be more than happy to discuss it in this forum since my boss has absolutely no control over what I say here.
Oh and Ya_know, here's a link jsut for you! (see, I am not *****ionless, and I don't tell people to reinstall on every call. Sometimes though, it jsut isnt worth your time or mine to repair a corrupt OS!)
http://www.lavasoftusa.com
Quote:
Originally Posted by nomas
Dells support still blows goat nuts
Quote:
Originally Posted by Radical Dreamer
No we don't...well..ok...but only in India..
Qwatch managers blow H-P nuts!! today coulda been better..damn I hate Q-nazi's...
apparently they aren't good at geography either...they sent my last replacement part to friggin JAPAN!!!Quote:
Originally Posted by nomas
haha..yeah..you should hear the comments we get about the other companies...real easy to complain when you're not number one....also helps to know how to dial the right number..Quote:
Originally Posted by geeksRus
Two Words :
DELL SUCKS
Quote:
Originally Posted by Escape_Driver
two more intelligent words.. you swallow