Dell complaints

fuckdell123

I have heard that dell gets their tech support from google. EX: they say they have 2-3 minutes to research, so they go on google and type what you just asked.

Is this true?

Rocke_T_Sinetist · Posted: Sat Jun 02, 2007 8:09 pm Post subject:

Not exactly true, not exactly untrue.

When they put you on hold, only they know what they're doing. Some are playing minesweeper. Some are walking around or taking a whizz. When they have a line on hold is the only time they have any discretion. It's a hellish job and putting you on hold is their only respite.

As for searching, they're using an internal version of Google, not Google itself. They type in what you say and read back the answer. They're also expected to turn at least one case out of 10 over to the pay service for software recovery support without regard to the actual call dynamic.

Like I said, hellish job.
_________________
Rocke T Sinetist
as in, 'it doesn't take a...'

diashto · Posted: Sun Jun 03, 2007 6:44 am Post subject:

I wouldnt be surprised if some of the gold-support type folk actually do use google to look up some errors. Especially the guys that go outside the script. Heavens knows i did that enough times when i was on the phones (not with dell).

silicon jesus · Posted: Thu Jun 07, 2007 2:10 am Post subject: sure I used a search engine.

Yea,

As former gold tech support I can tell you that we used something called DSN..(Dell solution network) and if that did not work I used Google.. and some other resources that I have collected over the years..

No one will have the answer 100% of the time… And let me tell you a lot of the customers that called really messed up their systems.. And some of the time it was just an issue with a wireless router.. (and I would go to the vendors web site and use the resources )..

Come to think of it I supported many different software packages./ (customer was always like gee.. How did you know about that??? They could have done the same thing, but were just in too much of a hurry to RTFM…

So that is my story ….

-SJ

getalifeppl · Posted: Fri Jun 08, 2007 10:14 pm Post subject: search engine use

You are all such a bunch of douchebags you make me laugh. Why don't you google your problem yourselves without calling tech support in the 1st place if you're so sure about it? As for repeating the problem back to you, well heaven forbid the reps try to understand your problem so they can fix it properly. Shame on them... Rolling Eyes

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diashto · Posted: Sat Jun 09, 2007 8:39 am Post subject:

For me (and possibly you), googling is generally the first thing that I do to solve a problem. For most end users, however, they're taught from very early to "Call someone who knows!"

When you break an arm, you're supposed to go to a doctor, even though most human beings possess the ability to correctly set a broken bone, and there's numerous how-to's available (on google no less).

Same mentality happens when you have a computer go down - call someone who's qualified/trained (at least in theory) to handle the problem.

FallenAngel · Super Hater Joined: 21 Feb 2006 Posts: 1490