Dell complaints

booyah171

I work for Qualxserv and wanted to vent.

I am the primary technician in our area and for awhile now we were getting 30-40 calls per week. My supervisor hired on a 2nd guy even though there was absolutely no problem with me or my service.

There goes a little slice of my call volume.

Everything is running smoothly, I'm helping out in other areas (driving up to three hours each way to do it) when I get the word that a few months later they hire a 3rd technician.

There goes another slice of my pie.

I was turning in probably $100+ a week in mileage so perhaps this is why the felt they had to hire the 3rd guy but give me a break! All this time I'm hearing bad things about the 2nd tech that was hired for the area. I had to go back onsite to service his previous customers because they told Dell that they didn't want him back. He has actually gotten into arguments with customers and made them feel uncomfortable.

The last month or so our call volume (as I've been reading across the board) has dropped way down. We had our big conference call about a week ago because our survey scores were so low. With myself being paired in with the other technician in our area and all the low survey scores he is getting, it is directly affecting *my* call volume. Since this guy is in my area Dell won't give us many calls!

There were times last year when another area would get backed up and good old reliable me would be called upon to help out. I was doing upwards of 18-20 calls a day during this time. Our entire area the last few weeks has received 15 calls the first week, 20 the next and around 20 the following week. This is split up among three technicians with myself getting a lot but not all.

I wish customers would learn to read and take their time with these surveys. I have gotten 4 bad survey scores because of their inability to follow directions. In the comments from the surveys it clearly states that the onsite technician wasn't the problem but pertained to the good folks in India on tech support.

Another situation was when a customer was extremely happy that I arrived as quick as I did and was very pleased with his service. After reading his survey he gave me all 1's.

It upsets me that we get a grand total of three calls on a Tuesday while Banctec gets 10 or 11.

I'm very frustrated. I love this job and don't want to see it end but if I can't pay my bills I don't know what else to do. Banctec is not an option and Unisys isn't hiring.

Anyone else feel my pain? Please share your thoughts.

diashto · Posted: Tue May 15, 2007 11:14 pm Post subject:

The best weapon you have against a tech that is doing a bad job is a good rapport with your DTS and ROS. If the customers are complaining to you, document their complaints and give them a drop card, point out the 800- number for feedback, and drop an email to your ROS and let them know they may be getting a message from a customer. Be as detailed as you can, with call number/dispatch numbers, etc.

According to the conference call that I was on, QXS Management looks at things like the comments reading good but all the answers being 1, etc. Its unfortunate that it brings down the numbers, but there's not really much they can do about it. They can't throw out surveys because of it, but they can sure give credit where credit's due with it.

booyah171 · Posted: Wed May 16, 2007 7:30 am Post subject:

Well the problem is, I've told my DTS about it and he just said "thanks, I'll look into it" and nothing ever gets done.

This "technician" is really an abrasive guy. He doesn't mean to sound like an idiot (at least I don't think he does) but he sure comes across that way around customers. He's damaged at least three computers that I know of and pissed off at least two people.

With the 30/30 rule I realize they have to have another tech in this area so the days of running the territory by myself are over. I could handle the low call volume for a little while if that were the case but when it's spread among three people it's really difficult.

I work in an area that has probably 100K people and with a 60 mile radius. Even with a territory that big, Monday we saw two new calls and Tuesday we saw three. How long does the spring slump last?

MADMATAGAIN · Posted: Wed May 16, 2007 11:12 am Post subject:

...................
_________________
System of a Down=this generations Beatles.

MORE COWBELL!!!

Winter sucks!!!!!!

X-H2o.com

"Dell is still the best way to go at this point in time for most users and for sure most businesses"....Me.

kdroop · Posted: Wed May 16, 2007 4:00 pm Post subject:

My problem with call volume was covering jobs constantly 10+ miles apart if I had a job less than that I was happy can't do more than 6 calls in a day with drive time traffic and scheduling I was averaging 500+ miles a week and none of it in the 35mi range to make a dime on.
Yeah I liked going after other techs finding screws missing parts not fitting right yeah balls of fun.
_________________
Seemed like a good idea at the time...

MADMATAGAIN · Posted: Wed May 16, 2007 4:50 pm Post subject:

.......
_________________
System of a Down=this generations Beatles.

MORE COWBELL!!!

Winter sucks!!!!!!

X-H2o.com

"Dell is still the best way to go at this point in time for most users and for sure most businesses"....Me.

diashto · Posted: Wed May 16, 2007 10:07 pm Post subject:

gkarris · Posted: Thu May 17, 2007 3:57 pm Post subject:

I don't get it.

The tech left a message to give him high scores on the survey (and he did do a good job), but when I took the survey, it pertained ONLY to the phone support, which sucked because it was in India. I had to click "Unresolved Issue?" on the dell.com homepage to get someone to come out and fix it.

I gave low scores bacause the phone support was horrible. There weren't any questions pertaining to the visiting tech...

Also, you're probably not getting as many calls, as Dell India isn't sending techs out to get the machine fixed anymore (they simply say to call back after you've reinstalled the system again) and people are getting fed up and replacing the machines with something else (we replaced 2 machines we had trouble getting support for at church with Apples).

Have fun...

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

THe First 7 questions are about the on site tech and only the on site tech.

gkarris · Posted: Sun May 20, 2007 9:32 pm Post subject:

Contrarian · Regular Hater Joined: 25 Oct 2003 Posts: 11

Boo, the problem is that you work for Qualxserv in the first place. These unethical bastards will screw you until you're so pissed off that you leave. That's the idea. Turnover is all they want because you and the other techs and a few friends I know that still work for them are just warm bodies! They don't want quality people, they want robots who will do what they're told, and take crap for pay. If you don't do what you're told, they will replace you with someone who will -- and maybe pay them $15 a call just to spit on your shadow as you leave. The few execs who run the joint have no management skills, they only give orders. Obey or else. Part of your problem is that you have accepted the low pay per call in the first place.
Let me ask you and all your co-techs -- how bad does it have to get, how little are you going to get paid, how much are you going to allow yourselves to be treated like freaking cows before you do something about it??????????????
Qualxserv, Banctec, and Unisys depend on low-cost labor. Without that cheap labor, they'd actually have to take some management courses to learn how to manage a company. Do you know how much these companies would totally shit if one day they got union vote cards from most of the contractors, temps, and part timers? The per call labor techs could bring all the crap these service providers dish out to a crashing halt in just one day. Any of you guys call Communication Workers of America? Didn't think so. That would disrpupt what you think is your little, stable world of per call income. Without benefits, without any job stability, with little hope of making more money, plus taking their shit.
I'm a retired union rep who knows the companies on this site pretty well. I also know you'll never get any further in your job situation unless you and your buddies get to talking to a union like CWA. Then and only then will that greedy employer with no conscience return some of their profits to the workers that earned it.

kdroop · Posted: Mon May 21, 2007 1:36 am Post subject:

Look I have looked at it 6 different ways the only way to make money with qserv is to work in an area that has concentrations of work such that no job is more than a mile away then the per incident pay could be worth it.
_________________
Seemed like a good idea at the time...

MADMATAGAIN · Posted: Mon May 21, 2007 7:13 am Post subject:

...............
_________________
System of a Down=this generations Beatles.

MORE COWBELL!!!

Winter sucks!!!!!!

X-H2o.com

"Dell is still the best way to go at this point in time for most users and for sure most businesses"....Me.

DCSE · Posted: Fri May 25, 2007 7:12 am Post subject:

booyah171 · Posted: Mon May 28, 2007 8:29 am Post subject:

What kind of changes?