Dell complaints

[Petunia0384]

I'm not sure if this is the right place to post this or not. I'm curious about something. I've had a lot of tech support issues lately (you can read about them under "I've been given the runaround" on the broken stuff board). Eventually, I noticed I was given a case owner in the Phillipines. The case owner (I think it's actually a group of people?) has been much nicer and more helpful. They also speak better English.

Maybe the employees can answer this. At what point is a case given an "owner"? Are these employees higher level tech support, or have I just had really good luck with people?
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Shainna

[FallenAngel]

A case is typically "owned" when a callback is expected, or they have gone out of their way to assist you in some fashion and they want to ensure that they accept responsibility until closure.

The last part only happens if they really care, which doesn't happen often. I don't know how many times I've had to hear opening lines like, "I was supposed to get a callback at {whatever time} and no one called..."

If they're responsible, they'll own it until close.

[paul_dellcc]

A Case Owner is a member of the Case Specialists team.

They take care of customers who have been calling too many times and their issue is still not resolved. It's an escalation in another terms. Case Specialits are people who have more experience and better customer/language/tools skills than the rest (unless they are friend of someone).

So if I were you, I'd be happy and patient cause you'll get your issue resolved.
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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...

[Petunia0384]

Oh, I was happy and patient. They were great. They're exchanging my system. I just wondered what I did to suddenly receive such higher quality support.
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Shainna

[paul_dellcc]