Dell complaints

biff's buddy · Hates with a Vengance Joined: 02 Mar 2008 Posts: 63

Sounds like Sitel OTT 2006, gee where's the connection?

Fatty01 · Posted: Thu Mar 06, 2008 4:28 pm Post subject:

I bet the chick at Quiznos doesn't get paid 17-22 bucks an hour either. If you don't sell then maybe the decision for you to leave may not be your own.

Sucks eh? Im just sayin'...

Trust me I see your point and I don't think I have all the answers. What you're missing from my message is that if you can't find any pleasure in your job (which includes selling a quota), find something else. As in elsewhere, not in Dell.

I'm not the bad guy here. Its your decision.

Zippy · Posted: Thu Mar 06, 2008 4:45 pm Post subject:

We may be missing your point Fatty01 but your not even considering ours. I'm not against Total Solutions as in if someone needs something to solve a problem they are having , fine then we can sell it to them. Hawking software for the sake of generating revenue is NOT a technicians job. Here's a scenario You go to your mechanic he may sell you someting to improve the performance of your car, that's it. He doesn't try to sell you seat covers and fuzzy dice too!

Fatty01 · Posted: Thu Mar 06, 2008 5:49 pm Post subject:

biff's buddy · Hates with a Vengance Joined: 02 Mar 2008 Posts: 63

Because Fatti, the client is calling in to resolve a problem, not to buy things, if their intention was to buy, they would call sales. Were you never taught active-listening? I guess that went out with customer experience and business ethics. Technicians are flat out lying to customers to make the sale, and Dell is allowing this to happen with no thought given to the frustration the customer feels for buying CRAP. The idea that force feeding them more CRAP will make them happy is ludicrous, they will simply have more opportunity to further stress an already over-loaded system with their newly purchased CRAP.

CLCP4ME · Regular Hater Joined: 29 Feb 2008 Posts: 30

Well Fatty sure speaks around issues like a true manager or AM. There's a reason why we're called Tech Support and not Sales although our official title will change in the near future. Wellcome to Pro Support, the same old crap with a new name, it's like when a night club starts getting lame they just change the name of it and have a grand opening, whooooo.

I don't understand why this is so hard for you to understand. If the customer wants to buy something, they have the option to buy it from the tech, that's great. No transfers, a better experience etc. Once you start forcing sales down a technicians throat things are gonna get stupid, and they have. I for one have not and will not ever upsell, force a sale, go looking for a sale or a reason to sell people something. I AM A TECHNICIAN. It's also quite an insult to have these retards send out POWER HOUR emails all day long. Sell, Sell, Sell and you'll get to pick a prize from the DOLLAR STORE out of a Red Wagon. Wow, what great encouragement, at least sales agents get commision, they might as well throw bannana peels at techs for selling.

I now see on a daily basis major f*ckups from techs who are selling shit just for the sake of hitting their Total solution metric. Only problem is the amount of time it takes some other tech to resolve those customer service issues which guess what??? YES , THAT TIME COSTS MONEY. In the end it's lame and they'll lose really good experienced technicians over it which also costs alot of money. Do you happen to know Fatty how much it costs when an experienced employee is lost and the "company" has to take on the time and cost of hiring, training and getting a new employee up to speed? Preferably on the same level of who their replacing. It costs more than $20 bucks buddy, try in the tens of thousands and upwards. Alot tmore money than the shitty margins made off of Total solutions sales, LOL Exclamation

ScaryGodFather · Posted: Fri Mar 07, 2008 7:06 am Post subject:

I'm not saying your a bad guy, Fatty - I don't even know you, so I wouldn't say that - and hopefully no-one here is saying you are a bad guy, but your view of things seems very simplistic and I think that's what has some of us up-in-arms over your comments. The bottom line is we used to enjoy working for Dell. The new way of doing things and the types and numbers of the metrics we have to hit is difficult at best for some of us. Resolve-in-1, do it fast, and do it lots per day for CE - those are attainable goals. Throw in sales to the mix, and we seem to find that to be difficult.

Icantunderstandyou · Posted: Fri Mar 07, 2008 8:56 am Post subject: Clarifying

incident_man · Posted: Fri Mar 07, 2008 5:49 pm Post subject: Re: Clarifying

Icantunderstandyou · Posted: Sun Mar 09, 2008 3:36 pm Post subject: Re: Clarifying

I don't work there (sales) so not 100% sure. I heard that was the case. They work on commission remember and are expected to up-sell (hence AOV). Which is good that we don't, or else some of us would have trouble buying food.

Fatty01 · Posted: Fri Mar 14, 2008 11:20 am Post subject:

That's why they moved away from AOV and are now focusing on RPC (Revenue per Call).

AOV was retarded.