Dell complaints

[Jeanbom]

How to Solve Problem (= get yourself rid of problem, who cares about customer)

Note - make sure to log in Customer service system answer given previously so that
different answer A/B/C can be given each time customer calls up for steps 1 to 4.

1) Question: whatever

Answer A: Format HD & reinstall system.
Justification: Software problem, not Dell problem.

Answer B: update BIOS to latest version.
Justification: blabla update, incompatibility problems have been adressed now.

Answer C: update Driver for [whatever the problem can be related to] to latest
version.

Justification: blabla update, incompatibility problems have been adressed now.

Comment: takes 95% of problems away, as customer doesn't have CD's or doesn't know
how or messes up & ends-up with multiple bugs among out of date drivers & versions
which definitely compromise the operation of its system => now he really has software
/system / HW problems. When computer doesn't boot up anymore, it's definitely a
software/BIOS/driver problem so, You were right. Customer looses.

If he comes back - X weeks later:

2) Question: still doesn't work.
stick with the letter indicated in Customer service system.

Answer A: update Driver for [whatever the problem can be related to] to latest
version.
Justification: blabla update, incompatibility problems have been adressed now.

Answer B: Format HD & reinstall system.
Justification: Software problem, not Dell problem.

Answer C: update BIOS to latest version.
Justification: blabla update, incompatibility problems have been adressed now.
Comment: same as § 1.

If he comes back - X weeks later:

3) Question: still doesn't work.

stick with the letter indicated in Customer service system.

Answer A: update BIOS to latest version.
Justification: blabla update, incompatibility problems have been adressed now.

Answer B: update Driver for [whatever the problem can be related to] to latest
version.
Justification: blabla update, incompatibility problems have been adressed now.

Answer C: Format HD & reinstall system.
Justification: Software problem, not Dell problem.

Comment: same as § 2.

If he comes back - X weeks later:

4) Question: still doesn't work.

Answer: do it again [go back to §1].
Comment: D(h)ell this one's tough, but you'll tire him out.

If he comes back - X weeks later:

5) Question: still doesn't work.

Answer: change motherboard
Justification: maybe a component has failed.

Comment: if computer is out of warranty, try to charge 300 bucks for a diagnostic
prior to ordering the parts valued at 1000 bucks - that should get rid of the
customer problem. If computer is under warranty give no assurance as to when computer is coming back. Require to leave the HD inside the computer and imply lightly that it may get lost or wiped out or changed (=wiped out).
Note to local subcontractor - when computers come, just swap motherboards around and
send back.

6) Question: still doesn't work.

Hey that guy is still around - don't he understand?
Answer: whatever, you've done your best.
Comment: send to lawyers - they'll write the sh-it.

Conclusion - you've taken care of 100 cases: 99,9 solved & 0,1 lost.
Congratulations.

[paul_dellcc]

If this topic has just a little traffic, I'll give you sticky. I laughed my ass out with your post
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I see DELL people!!

If we don't remember our past, we can't understand our present and we can put in danger our future...