Dell complaints

sean_f · conscientious beginner Joined: 07 Jul 2006 Posts: 1

Hey guys,
I used to work for Dell as a Technician. I have Software, Hardware and Networking knowledge. Due to which I got caught in deep shit. I was supporting Inspiron and Latitude systems. They asked me to support the new XPS systems. Where you gotta support anything under the sun. Unfortunately I was in the chat support. I still do not understand why people still like the chat stuff. It sucks!!!!!!! The biggest disadvantage is that you gotta handle two customers at the same time. So, you guys can imagine, how fast you gotta type. Even after doing that, you gotta follow all the stupid policies like case logging and the DSN stuff. I got really pissed because of all this crap. Then you also gotta meet all the requirements and the metrics for your performance plan. My ass!!!!!!!!!! Like I said, it's a shithouse. Gosh! I'm happy, I got the hell outta there. Was just trying to imagine, is there any other company, with so many requirements. I am sure, there might be a lot of victims like me. So, please do reply. Shocked

Rocke_T_Sinetist · Posted: Fri Jul 07, 2006 7:57 pm Post subject:

Welcome, Sean. I'm taking it that's your Dell name--no offense, not an issue--a year from now I could very well be working in Bangalore--that's where the work is--though I was born in St. Louis.

Your point is strongly made, that Dell's process and procedures make it impossible for ANY support person to be genuinely effective. No matter how educated or technically competent. No matter how well-intentioned or motivated.

The problem with Dell support is turnover. Not just that people leave, but that GOOD people leave--because they are systemically prevented from doing the job they know how to do and want to do.

Let's go back and just say 'the problem with Dell is turnover'. Anyone cognizant enough to really know their shit also knows at this point Dell is not a structure within which one is rewarded for excellence--or even allowed excellence--in any parameter other than politics or spin (colloquially, 'bullshit').
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Rocke T Sinetist
as in, 'it doesn't take a...'

FallenAngel · Super Hater Joined: 21 Feb 2006 Posts: 1516

Well said, and a damn fine spot of truth.

xp.user.1337 · Posted: Sun Jul 09, 2006 7:32 am Post subject:

I like the chat. I can understand them in the chat. On the phone you get some idiot from india.
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i_escaped_dell · Dances with Hate Joined: 07 Nov 2005 Posts: 206

Blaze · Posted: Mon Jul 10, 2006 1:22 am Post subject:

Chat ? Why does ANYONE need chat ?

dennis123 · Regular Hater Joined: 27 Feb 2007 Posts: 10

I agree with Rocke, DELL policies is making my job next to impossible to deliver good customer service to cust. I hope DELL reverses this trend because I'm ready to leave because I'm tired of telling people I can't help them because of red tape