Dell complaints

salesguy · Hates with a Vengance Joined: 17 Oct 2003 Posts: 57

We have one manager on our area that tells you to tell a customer to go home and order on the internet if they want a system with no extra service. That explains some of the higher per box service numbers but lower number of computers sold. I am going to help any customer that comes to me to buy a computer. I try to sell it to them, but some are just totally against it. The one thing in that subject that just pisses me off is the TV ads. If they are going to be such sticklers for selling service, then why the hell do they advertise a system for $499 that has no service? If they come in with that price stuck in their heads, most of them won't budge. I'm still going to sell it to them.

AnotherFTP · Posted: Fri Oct 24, 2003 3:40 pm Post subject:

I can see your point, but I think showing the low price is just a ploy to "get you in the door." It's the same way with car manufacturers... look, you can get this car for only $189/month... if you're an employee, with perfect credit, etc., but most people only see the $189/month price - then the salesman can sell them whatever else.

Same way with the computer - sure, you can buy it for $499, but wouldn't you like to add on these extras, which of course pumps up the price.

salesguy · Hates with a Vengance Joined: 17 Oct 2003 Posts: 57

I know what you're saying. But, a lot of times, they want that price and don't budge. Then, you get bitched at for selling a system with no service.

exsalesboss · Posted: Sat Oct 25, 2003 7:50 pm Post subject: Wow! My favorite subject!!!

Actually, what happens is to keep the ole metrics at a level that is soooo incrediable lower units are not sold. Upper managers are overwhelmed by this performance, they look great too! The lower systems are not sold. It is called sandbagging. Then the customer goes to a friendly place like where salesguy is and complains but buys what they want with the customer experience that should be. However, the downside is that the metrics stay at average and the manager does not look like a people motivating genius. Units and revenue are overlooked of course. If I am not mistaken units are what keeps the wheels greased. Seems to me where salesguy is, it is all about the manager looking good, to heck if the reps do not make commission or the customer has a lousy experience. Welcome to face to face retail. Play by the rules and you get nowhere.

salesguy · Hates with a Vengance Joined: 17 Oct 2003 Posts: 57

You hit it right on the head. I have sworn for a while now, as soon as sales manager asks me to "sandbag", I will tell him to kiss my ass. I try like crazy to sell service, my numbers reflect it. But, I won't "sandbag" and I won't roll stuff in there. I tell them everything they get. Almost on a daily basis, I downsell. There's just some things that certain people don't need. I guess thats the honest person in me. You should hear some of the crazy crap the phone sales people tell these customers that come see me. It's hilarious!!

SalesinTx · Regular Hater Joined: 26 May 2003 Posts: 21

Another honest rep.. Smile

so I'm not the only one that feels to "sandbag" a customer is wrong. I refuse to roll items in. They keep saying "own your business" and I do with every customer. I am honest with them about what they are buying and what they really need. I may leave work miserable because I have been again told by manager "not enough service or s&p sold today" but I know I will walk out of those doors with my head held high because I kept my reputation of being an honest person intact.

UpstairsToHell · Posted: Sun Oct 26, 2003 11:28 am Post subject:

Only thing honesty will get you at Dell is a brown box and an escort.

Mideastcoast!BT · Dances with Hate Joined: 28 Jun 2003 Posts: 173

hehehehe, I was sacked from Circuit City, because I wouldn't do it either. I think I lasted two whole weeks.

exsalesboss · Posted: Sun Oct 26, 2003 8:11 pm Post subject: Glad to see there are others!

I left Dell because of this fact, I was overlooked for a special program because my team sold honestly. Customers would gives us hugs, gifts and best of all lots of referrals! One manager in particular stressed service to the point of having his team not sell lower systems and no service no sale policy. This is in violation of ethical standards by any means. So, he got to participate in the special program with more bucks of course because he made the food chain look so good. When upper management was questioned about this violation the answer was "I have to pick and choose my battles". Yup, make me look good even though units and revenue rot, but your service and per unit price number look good and I will make sure you get promoted. At one time I was told I was an embarassement to the service manager because my service numbers were not like the other guys. However, we killed it in revenue and units! My team never called in sick, never had attrition, and worked very hard. Being a manager is looking out for the company and your staff. Dell lost a valuable asset when I left. It amazes me that when people get entrenched in their moving up in a company, how they will break the rules to get there and overlook folks who play by the rules and give that extra effort even though they constantly ask for favors by telling you that they will look out for you as they move up. I can sleep at night because I have played by the rules but I am sure these folks can only sleep after having a couple of belts.......

salesguy · Hates with a Vengance Joined: 17 Oct 2003 Posts: 57

It sounds like you did the job the way it should be done. I only wish I had the money to start a computer company that is REALLY for the customer as much as making money. Although I do understand the need for revenue in order to be successful, there is no need for unethical behavior. These days, people have forgotten what sales really is supposed to be, a service. You are supposed to sell a product which in turn does a service for the customer. Some sales reps, managers, and the company as a whole are all about the mighty dollar. I have been getting an increasingly amount of unhappy people in person and on the phone. Some people forget what the #1 marketing tool is. It's not a good marketing department, or a good tech support department, or good sales department. WORD OF MOUTH is the #1 marketing tool. This company seems to have forgetten that.

Mideastcoast!BT · Dances with Hate Joined: 28 Jun 2003 Posts: 173

I once had an instructor tell me. "One Dissatisfied Customer will do more damage to a business than 10 Satisfied Customers will do good".

salesguy · Hates with a Vengance Joined: 17 Oct 2003 Posts: 57

Very true! We were taught in Marketing and Business classes to always remember that. When people start to get too many $$$ in their eyes, they seem to forget that.

corporate_serf · Posted: Wed Oct 29, 2003 9:15 am Post subject:

And doncha just love the fact those $499 systems have about $15 in margin?

I understand the tactic of making goals a bit of a stretch but it seems to me Dell sets the metrics bar a tad too high for anyone but the rock stars.

And I don't care what anyone says, certain promotions make the difference in sales (and the ability to meet metrics).

a couple weeks ago (when 2400's did not have free shipping & 4600's did) I blew it away. I could configure a 4600 for just a few $$$ more than a 2400 and with more margin! Not to mention customers would be happier with a 4600 anyway. I didn't have to sell that POS 2400 for almost 2 weeks.

After that ended last week all my time has been spent trying to talk the $499 2400 customers into forking out $70 to upgrade from 128mb to 256 so the damn thing would work without thrashing the HD to death (which, btw maybe got me $75 in margin for my effort).

After that I realized sales metrics were NOT truly under my control. They are dependent on marketings decision as to what promo to run.

Too bad (for reps) Sales & marketing don't agree on what sales expectations should be as a function of the current promo.

salesguy · Hates with a Vengance Joined: 17 Oct 2003 Posts: 57

I know what you're saying. I always tell people in certain words that the 2400 is a POS. I try not to sound like I am just trying to talk them into more money. I feel guilty when I sell it. I had someone upgrade the 2400 to about a $1200 computer. They insisted on the 2400 though. 4600 is a decent computer. I recommend that one all the time. I can't wait to see what the goals are going to be like for the Christmas season. I'm sure they will pay us a little commission to keep us drooling. The one month I made commission, they put the goals out of reach the next month. Gee I wonder why. You think they didn't want to pay us the extra $4 an hour again?

corporate_serf · Posted: Sun Nov 02, 2003 8:45 am Post subject:

I've actually refused to sell a 2400 to a some people. After talking to them I find out they are hard working, cash strapped single mothers or young students currently with very limited funds, etc.. The kind of (good) people that have been saving up $$$, have NO more to get the extra mem, even an extra $10 to upgrade to the faster HD. Turns out they saw the $499 commercial and figured it was the only way they could afford a computer for their kids, etc..

I just couldn't let them spend their hard earned $500 on that POS. I advised them *I* wouldn't buy one, that they would be better off by holding off, saving up a bit more to get a computer that would actually be worth spending money on.

After I tell people 'in certain words' about the 2400 and they understand and still decide they want one I'll sell it. But not to those that *aren't* computer literate, *need* a decent one but don't yet have the $$$ saved up to get what they need (i.e. just falling for the $499 ad and thus buying one because it costs what they have saved up so far).

Thing is, I don't do this to save *Dell* from unhappy customers, but as a 'service' to the customer. I figure if Dell pushes a 'Pentium 4!' 2400 for $499 (that will barely work) then Dell deserves the reputation they will ultimately receive for consciously selling subperforming products. But some *people* don't deserve it.