Dell complaints

Commendatore · Hates with a Vengance Joined: 10 Jun 2008 Posts: 80

I've been having horrible problems with a Dell PC I purchased (I'll get into more detail later). Lately I've been dealing with guys with the titles:

Resolution Specialist
Senior support (SSR)
Executive Support Resolver

Can anyone here tell me how far up on the Dell totem pole these guys are and if they carry any weight? Because so far, none of them have helped me at all.

Thank you.

Rocke_T_Sinetist · Posted: Tue Jun 10, 2008 5:25 pm Post subject:

The Dell scrotum pole? Somebody else will have to say, I worked in a lab, knew only peripherally of callcenter operations. While I worked there--up to May 2001--to my knowledge 'support resolvers' were not necessary, as warranty issues were readily resolved at the first or second level.

From just what we've seen here, the 'executive' types just make flashier promises and apologies. They seldom actually DO anything. Your mileage may vary, however.

Not everyone at Dell is an incompetent grump. They're working on it, though.
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as in, 'it doesn't take a...'

Padawan2007 · Dances with Hate Joined: 24 Oct 2007 Posts: 132

http://www.ihatedell.net/forum/phpBB2/21-odds-5000-new-layoffs-by-end-of-month-t11105,start,105.html

pinto4me · Posted: Tue Jun 10, 2008 6:03 pm Post subject:

If your looking for help from the inner resources of DELL........DON'T waste anymore of your time. They will shuttle you to the Third Kingdom and back and you still won't have anything to show for your efforts, except perhaps a phone bill a mile long. Favorite saying from Dell "No I can't help you but let me transfer you to someone who can" and thus it goes on and on and on and on and on. And no resolution is forthcoming
Don't waste your time they will resolve nothing.

AngelusDaemonicus · Dances with Hate Joined: 08 Mar 2008 Posts: 111

Resolution Specialist = Basically a level 2 technician.
Senior support (SSR) = A really impressive title... doesn't mean much.
Executive Support Resolver= Some manager-level phone support who was given a fancy title instead of a raise.

Essentially, aside from the "RS," you're dealing with two guys whose goal is to frustrate you and make you go away. If need be, they'll offer a meager cash-back incentive or a free printer. Accept neither. Push hard and escalate it to DELL's legal dept if need be. Inform yourself of your local consumer protection laws and load that into your cannon.

DELL got your money, wants to keep it... and would love to screw you again.
Be careful, and be forceful.
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"One man's garbage is another man's DELL."

Commendatore · Hates with a Vengance Joined: 10 Jun 2008 Posts: 80

Thanks for all your replies. And you're probably right. Just smokescreen. I'm going to write a certified letter to the Dell Executive Leadership whose motto is:

AngelusDaemonicus · Dances with Hate Joined: 08 Mar 2008 Posts: 111

"Ensuring that customers are satisfied every time they interact with Dell is a goal owned by every Dell team member. The Dell Executive Leadership Team sets the strategic direction for how we'll continue to keep customers at the forefront of all we do - from designing and delivering services and solutions that meet the unique and evolving needs of our customers to developing innovative new products that deliver a superior customer experience."

Holy shit. That's about the funniest quote ever.
"... keep customers at the forefront..." Is that similar to using customers as human shields when the shooting starts?
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"One man's garbage is another man's DELL."

FallenAngel · Super Hater Joined: 21 Feb 2006 Posts: 1490