Dell complaints

[socal dell hater]

Adhering to the the concept of "the customer is always right" (not an idiot) would go a long way toward improving Dell's interactions with their customers & improve customer relations & satisfaction. IMO.
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Dude, Ya Gotta Get Away from Dell

[StrangeFarer]

[paul_dellcc]

StrangeFarer, I entirely agree with you.
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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...

[i_escaped_dell]

The customer may not always be right or ever be right. They do though deserve to be respected. They paid for Dell's hardware or service and deserve it.

[StrangeFarer]

[socal dell hater]

I don't doubt your view is correct based on your experience. Mine is too.

I'm paying over $200 just to get Dell out of my life and to protect my credit score. I got nothing but frustration out of my experience with Dell. And I don't believe that anyone would think a customer who complains about a computer that doesn't work, out of the box, is not right.

All I wanted was a working computer, even if it took another field tech visit and another harddrive, etc. Fine, whatever, work out the bugs, move on, live happily ever after (with a 3 year onsite service plan). However, after reading many of the topics and posts here, I am happier to pay the $200 and be rid of Dell. Its the net present value of avoiding future frustration and dealings with D(H)ell.

So they get my money and I get to tell a true story of why I will never do business with them again, and why I encourage everyone I ever meet to avoid Dell products, at all costs. They earned it, they'll get it. I hope the $200 is worth it to them. (Don't think I'm naive enough to think they know OR care, I don't they don't).
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Dude, Ya Gotta Get Away from Dell

[Sgt.Pepper]

[TimeFlux]

I've gotta agree with StrangeFarer on this. There are only three reasons a customer will call Dell: 3. They don't have a computer or don't have access to one and can't purchase online; 2. They think they can get a better deal over the phone rather than online, which is usually true; and the number one reason customers call Dell is because they have no clue as to what they want.

socal dell hater, I do see where you're comin' from. I used to think the same way. "The customer is always right and everyone who doesn't think that is wrong". After working for Dell (Yes, I used to work for Dell), I was amazed by how wrong I had been about that.

No offense to any Dell customer here, but most customers are complete idiots. They have no clue as to what they want, which is where my job came in. I find out what they want their computer for and how much they're willing to spend, then I tell them what they need.

And one last thing, I have never once told a customer they were wrong nor have I thought it unless I was certain they were. Even then, I would only explain things in a way to make them think. I left it up to the customer to change their view if thats what they were going to do. And if they don't? "I'm sorry, but I've done everything I can to help you. Let me get you over to someone who has more experience in this area than I do. Thank you for choosing Dell". I don't think I ever put it like that exactly, but you get the idea.

-TFlux

[FallenAngel]

"The customer is always right, unless they're wrong."

That old addage is still as true today as it ever was. Yet droves of customers call with unrealistic "demands" and pass it off with the "customer is always right" motto. I can't recall just how many times I've heard it, and had to tell people (yes I have told them flat out) "Sorry, that's not the case. No one is saying that you're not right, I hear what you're saying but what's being said isn't possible or correct."

I've never been one to shy away from telling people they're being unreasonable. If you are, I'll tell you. It's what I do best - de-escalate. I make you so angry that you have to think about what you're saying and that usually gives us both enough time to calm down and think rationally.

Using "the customer is always right" is not a "get out of stupidity free" card. It's an excuse for greed. Plain and simple.

If you present to me, a valid enough argument to substantiate your hostility, then usually I'll concede and admit that yes, you were right. It's part of the job profile, to fix issues. If you ask me for something unreasonable then you'll be left with nothing but a failed head-to-head with a Manager. If you're expectations are reasonable, then you'll get what you want.

The issue with people is that they use that motto as a crutch. They can't live without it. They would die without it. They all have this bizarre sense of "entitlement". Like they're somehow entitled to $500 replacement software for a system that is 2 years old, cost $600 altogether, and they lost the original.

The "always right" part would fall into, you lost your CD. But you and your sense of "entitlement" can go buy a new copy of the CD you lost, 'cause we didn't make you lose it.

Once the consumer mass gets a hold of the fact that they aren't "entitled" to anything more than the sum of what they paid for, they'd get the idea that no one screwed you but you.

[Rocke_T_Sinetist]

[ShaftDu]

ha!

Customers are right until we educate them.


Customer: Dell just rip me off. My last Dell had Word and Access so I order a new one and it didn't come with it.

Me: Did you order MS Office Pro?

Customer: Isn't it the same as XP.

Me: Errr no, one is a Application software and XP is a operating software

Customer: NOOOO, my first Dell Window ME had WORD? You are wrong and I am right.

[FallenAngel]

Yet another prime example. Follow that up with, "How am I supposed to know what I need?"

That's the link right there...if you DON'T know, then what are you doing?! If you don't know what you need to get shit done, then take a class or something and quit blaming others for your own inept attitude.

I hear the follow up all the time.