Dell complaints

[Badger]

Congrats Ed! It's glad to see a software guy learning the hardware side of things. Not as easy as we can make it look, eh?
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I may not agree with what you say, but I will fight for your right to say it.

Midget Tossing funds Terrorism

[Crackpot Press]

We went through HELL with DELL!

Check out the article at www.crackpotpress.com

[BadDellBad]

I just purchased a brand new Dimension 8400 and had it delivered last week. Since than it has not even been able to boot up. I called Tech Support and they told me it was a HD failure, even though I read the error message, which said there was a RAID strip failure. I didn't even know the PC was configured with a RAID strip. Not only that, but there was no boot disk available. It took 4 days to get a tech to even call me to set up an appointment to come out. The tech was here for 5 minutes and replaced the HD. Now I have a BSOD. I have called many times to speak to a supervisor and have gotten transferred, put on hold and disconnected. This is the WORST purchase I ever made. The service reps do not speak English, refuse to let me speak to a supervisor and don't care about the inconvenience. My husband and I needed this computer working a week ago. I would NEVER purchase another Dell again. I don't even trust that all of the system components I purchased are in this machine. I have been on the phone for an hour...and am still waiting to find out when I can expect to be able to boot my BRAND NEW computer.

[BadDellBad]

I finally got a rep who spoke english. His name was Tommy....and guess what..all my problems were a simple BIOS configuration...I think my system is fine now. He walked me through the problem over the phone....and I may be all set. I still can't believe it took a week for someone to find out what the problem was.

[Ed Amend]

Dell can be a good bargain if you are a PC Tech and can repair it yourself. If not you're up the proverbial Shit's Creek. Unfortunately, the techs equate a knowledge of computer component hardware with superior intellect. This is a common misnomer as realized in the last postings. There are a lot of brilliant people who have a million things more important to do than swap out a hard drive. That does not mean they are stupid. My doctor had a problem with his monitor today. It turned out the power options were configured to shut it off after 1 minute of inactivity. This does not mean that I am a genius and my doctor is a dope. Frankly, I'm a lot more comfortable with his not being too tech savvy with computers but being totally familiar with the 3 feet of hose he's going to shoving up my ass for a photo shoot. I find that it is better to be humble than to be humbled and "Savoir Faire is Everywhere." I prefer someone who tells me I don't know but I will find out and get back to you and does. I can understand this person's angst and there is no excuse for poor service or a tech having a superior attitude. I mean Dude - it's kind of like the guy at Burger King braggin to me that he can make better French Fries. Repetition and operant conditioning does not equal mental acuity. In New York City we say "Yeh - that and $2.00 gets you on the Subway. FWIW

[ShaftDu]

[paul_dellcc]

Why is it so hard to understand that is not the Supervisor's job to take phone calls

Do you wanna know what is the job about

If you are a Supervisor, your job is to control your team. Control their attendance, performance, metrics, standards, etc.
If one of the agents needs help, you don't pick up the phone, you help him/her so he/she can learn.

Just my two cents...
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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...

[Ed Amend]

If this is not your motto it should be. When companies become to big for their britches and ignore that motto, they usually tend to go under. Anyone foresee Blockbuster going under. At least in my neighborhood, don't know about anywhere else but they don't stock anything worth seeing anyway in my opinion. However, their last gasp was a no late fees deal to appease all the pissed off customers. Funny thing about customers is that when you burn them once they are twice shy. When the business has the attitude of "The Customer is Always Right," it flourishes. There is a perfect example of this in Stew Leonards which is an upscale market in CT and NY. That is their motto and they honor it. For the $2.00 they refund some little old lady for her 3 week old salami they reap large benefits. Look at Hyundai - when they offered a 60,000 mile Bumper-to-Bumper plan they took off like hot cakes. FWIW - The Sonata was rated by Consumer Reports as the most trouble free car in the world with an average of 2 problems per 100 vehicles. The Customer is always right works out good for business and customer. A no-brainer.

[sobe_drinker]

I hate to say this but It really bugs me that Dell has people overseas working for them and making it difficult for their customers to get things fixed when they are having a problem, especially out of the box.

Not everyone at Dell would provide the awful customer experience that you have received. It is unfortunate that customers get shafted by many computer companies simply because that company is too big and has to find more ways to save money at the expense of good customer experience. However, believe it or not, more people seem to be satisfied with Dell technical support than any other computer manufacturer to this day. This may not be saying much but you really can't match the effort that Dell's technical support training makes to improve the training process and get techs (in the US) ready to take care of their customers.

Not everyone will be satisfied by a computer manufacturer but Dell works to satisfy as many customers as they can to outdo the competition. That's just the nature of the business.

[Blaze]