Dell complaints

[shadowoftheunderground]

Just started working for Dell, the Nashville Dell that is and Im a bit shocked to hear some of the peeps from the Nashville Dell talk like its the worst job ever. I dont understand what is so bad about it, Ive never had a job where the people are so nice, the managers are always making sure Im good etc. I read where some of the employees have gotten mad with the L2's. I havent had 1 problem with any of the L2's. I try to show them respect. I think its that whole tech ego thing or something, these guys have been around alot longer than most and you want to disagree with them, Ill admit they arent all tech savy, but most of what they do doesnt really require it.

Ive heard people in here complaining that the noobs are getting paid more than them etc. Who cares, your making more money than alot of people. When you signed the dotted lines you agreed to that much an hour. I can understand the idea of "off the streets" hires but I just dont see it this way. You have to admit, most of the tech work done is not really "technical" Yeah its nice to know the tech side of things but most of it is just making a great impression for Dell while helping the cst at the same time. I try to do my best at Dell and most of my calls if I didnt know what I was doing I could use the "Tools" that we use.

Overall this is the best job Ive ever seen. I love Dell. I think Dell is a great company. I love speaking with my customers and have a great time with them on the phones. You have to admit Dell is very lax with us on the phones, my adverage call time is very low, I think 26 minutes a call is way more than enough time for an adverage, yet I hear people complain about it all the time. I love that Dell is really starting to push for better CE. If any customers have called in lately to the Gold Queue, you will notice we started answering the phones, Thank you for calling Dell Gold, my name is _. How many I help you, I think this is great to get to the issue of the problem, both for Dell and for the Cust. Its a win-win.

As for some people ranting about the managers, I love my manager hes awesome. My coach is awesome too, I have never had anyone shove policy down my throat, if you think about it most of the policies are there to protect Dell from csts scamming and getting everything they want, it just sucks that the good customers have to suffer with it. Michael Dell is really pushing for Customer Experience big time, that is is our number 1 focus now, no matter how long you are on the phone with the cust, if the cust is happy that is the number 1 goal now.

I hear people constantly saying this and that bad about Dell at work, but that happens at every job, some people just dont like to work no matter how easy or fun the job is, the doors are right there if you want to leave, then leave. Dell is paying me to do the job that Dell wants me to do and I will do it, no need to argue.

Anyways I thought I would just share my opinion on what I thought of Dell.

[HellComputer]

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[Scoop]

The key words in your post are "Just started working for dell"......
A lot of us were blinded by the blue light when we began.

"Michael Dell is really pushing for Customer Experience big time, that is our number 1 focus now, no matter how long you are on the phone with the cust, if the cust is happy that is the number 1 goal now."
Lol. Go to manufacturing where it's all about the number and we'll compare notes on the CE.
Also look in the topic "Why Do Customers Hate Dell" and tell me you truly believe your statement.
Welcome to the board, we look forward to hearing more from you.
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Practice what you preach.

[Rocke_T_Sinetist]

Moved.

If you love it, post in the 'I love it' section please. We'll look for you back in the 'trouble' section roundabout March.
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Rocke T Sinetist
as in, 'it doesn't take a...'

[paul_dellcc]

Aaahh...

Everything is so cool when you start...

You'll find out the bunch of liars HR are in your first pay check. After 1 month you'll find out that the trainer didn't teach you what you really need and a after a couple of months you'll find out that your manager is a pervert asshole. If it's a she, you'll find out that she will suck whatever is put in front of her to be Project Manager.

No offense please, there are honest people out there, but only a few.
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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...

[shadowoftheunderground]

I worked at the dell plant building computers and you want to talk about numbers, thats all they drilled us on, but thats because customers were ordering computers and we needed the out the door as fast as possible. I can understand that, thats with any business... Ill keep checking back in and trying to update on what I think, but so far everything has been great.

You are absolutely right about not being trained tho, the training is just horrible to say the least.

[Scoop]

[FallenAngel]

Bait and switch not only applies to sales practices within Dell, it also applies to their hiring.

They bait you with a reasonable wage and all these fanciful promises, and after the first couple weeks you think you'd won the lottery.

2 months pass and you begin to see the haze wear off and things are starting to come into focus. Sounds of buzzwords like "metrics" and "adherance" and so forth ring in your ears even when you're at home.

4 months pass, the haze now fully worn off, and you see Dell for what it really is and begin to crap yourself daily just before heading to work. You feel nausea as you enter the door like someone just ripped out your soul through your eyelids. Colleagues and co workers have this dead-eye appearance like someone spiked their Kool Aid with "Zombie-matic 1000".

People that you knew and looked forward to seeing have just been bounced out on their ear because their ethics far and away exceeded Dell's in every way - and we can't have highly ethical or integrity filled reps on the floor now can we? You're constantly now hearing those same buzzwords, and several more. Your time there now feels like time served.

Count on one thing, if anything. The haze ALWAYS wears off. Each rep responds differently once that happens, but the portrait painted here is just a representation of the bulk of them.

[shadowoftheunderground]

Its been a little while since I last wrote and I have to say, so far Dell has been exactly the kind of job I have been looking for. I think my manager is great and who knows maybe I just got lucky and got a great manager, Ive heard some talk on the floor about some other managers and Ill just say, I'm happy with mine.

I love taking every call, except for the Bronx calls, I don't know who made these people so upset but dang. Every call I get from NY is pissed off, but in the end I get their issue resolved.

Ill keep you updated.

[silicon jesus]

Yea, that is strange every call I got from NY, they were pissed off. Or the ones from the Bronx were the worst. Not sure what support group you are in.. But I was GTS for about six months and it really sucked. Having to deal with customers that were just plain bitches, and wanted to tell you that you did not know what you were talking about..

The ones that called up and had certifications (A+ MCSE) would be the worst ones to deal with.. (when they pulled this card I would tell them I had the same certs, and would ask them what did they think about the tests) Just turns into a big pissing contest at that point.. And it was great to prove them wrong..

The ones that I am talking about are the ones that call up and demand a part.. Or something of the nature and don’t want to trouble shoot the issue over the phone.. And I loved to prove them wrong.. When you are troubleshooting an issue you must follow steps to resolve the issue..

I have had customers on the phone that swore up and down the PS was bad and it ended up being a mother board.. Now, if I were to send them the PS and the system did not work, then I would get a hit.. Customer would call up mad…Etc..etc…

And god help you, if you worked in the GTS que. The gold customers think they own you and when some of them call they get their moneys worth and more. Most of the issues I dealt with were software related. But I did have my share of hardware. But frankly I was unhappy @ Dell, my coworkers were unfriendly (well the ones that I went to training with were cool) … But you have a lot of assholes working there. And if I stayed I know I would have taken some of them down a few notches… (should have stayed just to do that…)

Anyway if you like working @ Dell then go 4 it.. It is a job not cut out for everyone. So, I have moved on. And am doing what I like now…


-Silicon Jesus

[BobVonSteenburger]

The truth is that most people hate having their work held up to any sort of standard. So they complain about everything but the real problem... themselves. I've made a career at Dell without hurting people, without 100% metrics devotion, without being a hater or a lover. I've been doing this by simply ALWAYS REMAINING A CUSTOMER ADVOCATE. I've been in server product development and enterprise services... the story is the same. Do your work, don't be a fucking whiner, have some pride in what you do and always keep the customer as your focus.
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-BobVS

"I've worked at Dell since Feb 1998. Why does everybody who left always want to come back - for the same pay? Maybe because Work, in general, sucks and Dell ain't any differant than the rest."

[Rocke_T_Sinetist]

Good to hear from you, Bob. But you're aware, the 'happy-ending' scenario doesn't always work. One manager or director changing can bring entire branches of the company crashing down to grumbling non-productivity.

PG Failure Analysis operated as you do--focus on customer, as it should be--the whole lab in total agreement as to that--our manager running political interference for us so we could get our work done.

Then our director was replaced by an IBM burnout full of buzzwords. Within 4 months, the entire department was laid off, including the manager (who was the best I'd ever had, anywhere, and in a company known for being 'difficult').

Oh, the director? Well he was fired when it was discovered he had concentrated his whole allotment of layoffs into one department and of course obliterated the service it provided. The department was backfilled, but in classic Dell fashion, a manager bringing in all his fratbrothers from Purdue. Not an indictment in and of itself, but nobody in this 'new' implementation had the foggiest notion of the function of Failure Analysis. They continue to this day, largely without a mission, product, or contribution, costing the company roughly $1.3M/yr as opposed to the former structure which saved roughly $30M/yr in warranty costs.

The new manager got to set his own mission, and not knowing anything about FA, he chose simply to administratively oversee vendors' handling of one commodity, motherboards, whereas before we'd been responsible for the entire product--engineering, materials, process, packaging, peripherals, usability.

I loved working there and doing what I did, we all did, and we'd all go back to the way it was in a heartbeat. But none would go back to what it is now. Why? It was a profit center, a place to contribute, rewarding in more ways than pay. It is now a cost center, full of folks who know they're getting paid for little other than showing up. And if that structural model pervades other branches of Dell (as I'm convinced it does), little wonder their gleam has turned to tarnish.
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Rocke T Sinetist
as in, 'it doesn't take a...'

[babbage69]

[Rocke_T_Sinetist]

Welcome, Sir Thomas (that was Babbage's first name, wasn't it?)

Let me correct your one-sided perspective. Our entire lab organization was oriented around 'we' and Customer Experience. The builders of the department did it deliberately, selecting attitudes they wanted to work alongside.

We all stood gaping at one another in the parking lot in May 2001 when we got surplussed. Dell blew us off, though we were returning $30M/year in savings.

If you're still there, it's because some manager thinks your butt is cute. Don't get carried away with yourself unless your wife works.
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Rocke T Sinetist
as in, 'it doesn't take a...'

[HellComputer]

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