Dell complaints

dell man · conscientious beginner Joined: 15 Nov 2005 Posts: 1

hi yeah i'm new but i'm not having a good day so check this;

<rant>

Dell on call starts today (nov 15th)
we got a new scope of support today; we dont support anything but xp now and as far as what we do we are really limited and this pisses the customer off to find out that thier plan for support no longer is worth anything and they cant get a refund cause they have been helped previously (say it was a ME machine or even win2000) so now they got charged a 1yr plan and we no longer support thier pc. they cant get a refund i ask what to do and we are told to transfer them to sales and let them deal with it.....DELL is fucked up

</rant>

The_Insider · Dances with Hate Joined: 11 Nov 2004 Posts: 166

well.. it cut costs.
And this is the only thing that counts.

Holy crap..Are there any people with brains left in Management?
No need to answer..just rhetorical.

Steveo · Dances with Hate Joined: 11 Sep 2004 Posts: 111

Wherer are you transfering them to Home sales (co 19) or extended services?

delltech_jeremy · Posted: Tue Nov 15, 2005 1:10 pm Post subject:

Is this just for home dept? or is ACS changing too? Can anyone else verify this?
_________________
Caller>Yes, I was calling to check what kind of materials your mouse pads are made of.
Me>Uhh... uhh... hold on... (hold button)
[Ten minutes later...]
Me>I'm sorry, but I have no idea.

paul_dellcc · Posted: Tue Nov 15, 2005 3:26 pm Post subject:

Transfer the customer over Extended Services, it's their problem and no one else's.
_________________
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...

HellResident · Dances with Hate Joined: 20 Nov 2005 Posts: 125

No I suspect he's in the same call center I am, the ottawa one. It's what WAS the software helpdesk, where the suckers were lined up from hardware to buy "Software contracts" . Now lets look at the product for one. The per incident support package has increased from $39 to $99 over the course of a year. It originally was the "S&P" plan which stands for software and peripherals. In the same time a yearly plan that provided unlimited support has increased from $189 to $249 for the same thing. You can take a PC to a computer store and probably have it fixed right for half the price.Also bear in mind alot of these are sold on computers that only cost $299 in the first place. In the same time the scope of support has shrunk from " If they come , we will fix it" to install uninstall only of a very thin line of programs.Essentially the product is now crap, but they have alot of the customers by the balls because when they call their ISP's to complain they have no internet they are told to call the manufacturer, so people get it in their head this is the only way their pc's will get fixed.Add to that Dell's own hardware department dumping anything they can't fix with a 90-90 diag and you get the picture.
Now enter dell on call. It's half the scope of support. and instead of unlimited, ( and the salespeople are STILL telling the peopl it's unlimited) people buy long contracts and now will be told "Sorry we don't support that anymore".Also customers get 5 issues only, then their plan is used up.
Well customers, this is good news to you. Here's why. Dell has turned down 1000's of refunds because people "recieved support". Recieved support, literally , can mean we told you to scan on a free antvirus site, or told you to push the power button and turn it on.So each of these cutomers are out in most cases for $189 for a contract they can't use. Well guess what, because the scope changed, you are entitled to a refund if you are not supported for your issue because it's now out of scope. This means you can call in with a phantom ME PC thats busted and say "But you told me any pc I own I was supported on for software" and then, demand a refund on your 1 year plan.As far as I know this is all home users so you optiplex guys don't need to worry.

i_escaped_dell · Dances with Hate Joined: 07 Nov 2005 Posts: 206

in the abu helpdesk we still cover the same crap. Whatever you want as long as you don't say the word domain. Not that I care, I have just a few days left. So if a customer is epp they get a helpdesk that covers more then a consumer even though they should be considered the same group of people. Just more dell crap.

delltech_jeremy · Posted: Tue Nov 22, 2005 1:23 am Post subject:

how much do the incident packages run for in the Dell on-call/Helpdesk dept? I've heard different prices.
_________________
Caller>Yes, I was calling to check what kind of materials your mouse pads are made of.
Me>Uhh... uhh... hold on... (hold button)
[Ten minutes later...]
Me>I'm sorry, but I have no idea.

sickofdell · Posted: Tue Nov 22, 2005 2:08 pm Post subject:

delltech_jeremy · Posted: Wed Nov 23, 2005 12:34 am Post subject:

i_escaped_dell · Dances with Hate Joined: 07 Nov 2005 Posts: 206

techiebyheart · Posted: Tue Dec 27, 2005 7:06 am Post subject:

Dell is finally correcting their mistake. So uncommon bout Dell. It now seems if a customer is not satisfied (consumer or business) can now ask for refund even after being helped and they can be offered additional incidents or a complete refund by a supervisor if asked for
_________________
All is NOT so well with DELL. Else you think I would have been here !!!