Dell complaints

[gkarris]

Well, at work, I used to just say what was wrong, and the tech comes at fixes it.

Now, Dell no longer believes us IT folk.

I have to call our corporate help desk, then they have to log the ticket with Dell to get someone to come out, if Dell approves the call.

We are having problems with nearly all of our Latitude X1 Sub-notes overheating. I used to just call Dell and they come out and replace it with a newer main board.

Now, Dell Customer Service says I first have to rebuild the OS, and then I have to run scandisk, then I have to run diagnostics, then I have to find another X1 to swap parts out (and no, I'm not cannibalizing my Manager's (who is a VP) computer...) to make sure it's the main board.

Quoting the Dell CS Rep: "All laptops heat up"
Me: "My Thinkpad and iBook heat up and don't lock up - this is the 5th X1 with a problem."
Dell CS Rep: "Sir, it's obvious, all laptops heat up"...

As an IT person with 25 years of experience, I find this EXTREMELY INSULTING...

Needless to say here at work, we've switched our desktops back to buying from HP. Looking forward to no longer buying these dHell laptops as well....

[paul_dellcc]

I hated so much everytime I had to follow a script...especially when they were as stupid as the one you quoted.
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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...

[Dark Jedi]

Here us what you do Mr. gkarris to resolve that issue once and for all. The next time you speak with technical support, demand to speak to a L2. When you get an L2, demand to speak to a TAM (Technical Area Manager).

TAMs are capable of putting notations that will cause a pop up window to load when someone views your account in the Dell database DellServ, that has special notations for your account. So say for example you have purchased a large number of machines and these machines are experiencing problems such as the motherboard failures on the X1s, the note would read, "If Company calls for heating issues on portable computers, replace motherboard with no troubleshooting." It will save time, headache, and a hassel in the future to escalate once all the way to a TAM, demand what is called "an exception page in DellServ" and get it taken care of for all future calls.
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I crossed over to the Dark Side... fortunately I brought a flashlight!

[pythorian]

first of all technical ACCOUNT manager... also i thought they got rid of all of them like over a year ago... your x1's are boned... hp is worse... just lie to tech support and say you swapped a known good... they already know youre lying and dont care

[Rocke_T_Sinetist]

Both good ideas. For institutional customers with recurrent problems, Dell will notate the account to get you past the script readers. But only account managers have the authority.

Also, when the phone droids throw those stalls and dodges at you, tell them you already did that. It forces them to the next page of the script.
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Rocke T Sinetist
as in, 'it doesn't take a...'

[agito]

Well, the other day I attended a Dell's interview for a position in one of its Asia Pacific's Call Centers by chance.

There are so many things I noticed wrong and would like to point out here:

1. The interviewer was very unprofessional, he was not punctual and late the for the interview for at least 1/2 hour although he did notify me via sms while I was on the way.

2. Again the interviewer is unprofessional, he wore Jean and T-shirt for the interview. Ok, that's fine, may be this is Dell's culture of being casual.

3. The worst part is, the interviewer was not only unprofessional, he did not even treat this interview with respect. He joked and doodled with paper and have fun with another interviewer while the candidate was being interviewed and thrown with tricky questions. He treated the whole interview as a COMPLETE JOKE.

4. YET, he was interviewing me like this is a multi-million dollar job, asking me very tricky questions and put me in a very difficult situation. This job interview sounds more like a EXECUTION OVER THE JUDGMENT SEAT to me than a job interview while the salary they offer is so low, much lower in the market.

5. Finally, when I asked them about the portfolio of the customers if I was offered a job in sales, the guy replied me in this way' well you don't have to worry about the customer portfolios, in Dell, we have thousand of transactions each day, Dell's is such a renowned worldwide company, everyday, many people can't wait to buy from us while we don't even have to approach them.' WHAT AN ARROGANT STATEMENT!!! SO WHY IS DELL HIRING SO MANY SALES PEOPLE EACH DAY, WITH A TIGHT TARGET TO HIT. IS THE PRODUCT QUALITY OF DELL REALLY THAT GOOD?

Well, one week passed, so I sent an sms to the interviewer asking him what is the outcome of my interview, you know what, he didn't even bothered to spend one second to give me a reply. Honestly, I am a job seeker and not a job begger and I do not give a damn even if I do not get this job. Honestly, this job interview in Dell is a good experience to me and I will not accept this job even if they offer me. How can a sane person working with such demanding and arrogant company that asks a lot but cannot pay. If this is not EXPLOITATION, what is this? As a consumer, I will not buy from a company which is so arrogant and proud when the products that it offers is so questionable.

[Dark Jedi]

[gkarris]

[Rocke_T_Sinetist]