Dell complaints

d3ll

Im applying for dell.. i need a job urgently Sad

need some help to make my choice...whats easier job, DOC or ACS ?

Ive worked in call centers before, and I really cant stand hammering non-stop back to back calls...Ive heard there is a division when calls are longer?

Whats DOC and whats ACS which one is what, and what will I have to do in each of them?

thanks guys..

Dhellp · Regular Hater Joined: 25 Jul 2006 Posts: 34

DOC: Dell on Call
ACS: Americas Client Services

Basically DOC is a fee based consumer market service for primarily software support, with an emphasis on spyware and virus removal. In this area you basically cover the entire consumer product line.
ACS deals with corporate customers anything from small mom and pop shops to the Feds or major corporations like GE. Here the emphasis is hardware warranty support, software problems are technically out of scope but you are supposed to provide best effort where possible. Most of the time though for ACS you offer to guide them through an OS reinstall and thats pretty much it. ACS dont want you spending time with software The product line covered is mainly Optiplex and Latitude. ACS is 50% dealing with other techs at the companies concerned and 50% end users. Because its only hardware in scope alot of the problems you deal with are no power/ no post issues and setting up either parts or service dispatches.

Whats best for you is pretty much individual preference. I'm in ACS and most of the time dealing with companies and covering hardware issues is my preference. I also have a pretty low tolerance for the bullshit you find dealing with consumers, most of the time I know if I have a consumer call mistakenly routed to me in the first minute of the call. If I had to work DOC I'd probably go postal. DOC is going to be dealing with trailer trash who surf too much porn and want you to sort it out, because their too dumb to do it themselves, 3 hours calls with people you dont like will be the norm. Because its fee based per incident you have much more pressure to solve the problem. Main question is though you may not have a choice, at least at my site agents are assigned to either department based on a number of factors. For me I had corporate support experience, but it wasn't a choice, I got assigned to ACS just as people in DOC got assigned there.

In terms of call flow again ACS is lighter than DOC because in the end for corporate accounts, its not their personal machine. Fridays are pretty slow. We do get busy days but it varies. Anything consumer is constant call flow.

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

DOC hasn't had a queue for more than a month now. Almost 2. The change to the supported products and such is the cause of that. We have agents falling asleep at their stations lol Laughing

Helloncallrep · Posted: Wed Jul 26, 2006 8:33 pm Post subject:

i work at DOC but im being switched soon, thank god

i deal with deadbeats who cant afford it most of the time, and people with out of scope issues

one in maybe eight calls is sellable, and even then its still a job in itself to get them to buy

$239 for a year is a ripoff, i'll be the first to admit that myself. i feel bad knowing that im sending computer illiterate people to technicions who they won't be able to understand after i just builked them out of 239 bucks.

especially when they ask me to xfer them to someone who speaks english (ofcourse i have no control over who it gets transfered to)

and everyone on DOC in my building eithered moved to another contract or wants to, theres only a few people who chose to say put there.
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www.2pacshakur.net

Helloncallrep

d3ll · Posted: Sat Jul 29, 2006 2:24 am Post subject:

Im not sure if its a good idea to post it, as it could reveal my identity to my potential supervisors and all...but ..Im applying for the new center that opened in Kanata, Canada.

Are you familiar with it?

Grissom · Lord of the Flies Joined: 14 Apr 2003 Posts: 1553

yeah, i have heard good things. I knew a couple of the trainers that opened the place.
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Helloncallrep · Posted: Fri Aug 04, 2006 6:04 pm Post subject:

checkdsn · Posted: Fri Aug 11, 2006 9:56 pm Post subject:

ACS is better than DOC. Once you get fast most of your calls will be six minutes. Since they fired that outsourcer, Ottawa has been taking 90% of the Opti calls -- which sucks. Once your group comes out though it'll be back to waiting for calls again, so don't worry about that.

You really don't want to deal with Dell's consumer customers. They are truly the dregs of humanity. Just transfering them is painful.

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

Helloncallrep · Posted: Sun Aug 13, 2006 11:08 pm Post subject:

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

Consumer side DOC and corporate side DOC. CTS and ACS. The CTS side has way more than 3 centers, so you may be referring to the ACS DOC that has 3 centers.

Not a lot of need for corporate DOC.

DOC_Is_Evil · Hates with a Vengance Joined: 20 Apr 2007 Posts: 76

I'm in DOC consumer support...You would probably want ACS, since DOC involves ramming sales down people's throats (even if the issue is blatantly hardware)...Even if you have to lie to the customer and then make up a bullsh*t excuse to get them off the phone and leave the mess for someone else to clean up...Funny how merging DOC tech support and DOC sales was supposed to get rid of this...Thank god I wasn't dumb enough to believe it....ACS customers are probably smarter, which makes it easier (although I still find it funny when customers refer to the tower as the modem, lol)...Although nothing beats this one lady who was convinced Hotmail was her ISP because she had an email account with them.