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Skoozysoop
one bitch wonder
Joined: 28 Dec 2007
Posts: 3
Location: West Virginia
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 Posted: Fri Dec 28, 2007 8:19 am Post subject: |
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| I would have transfered him again. |
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HeadshotFanboy
one bitch wonder
Joined: 29 May 2008
Posts: 4
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| Posted: Thu May 29, 2008 2:57 pm Post subject: |
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| diashto wrote: | The techs need that info because they need to justify the time they spent on the phone talking. Every second is recorded and billed, so it has to be associated with an account.
I believe you're asked for your express service code by the robot just to appropriately route your call. That information isn't passed through the phone system to the tech, although in all actuality it should be. |
When you type in the express service code correctly the techs see it in the Phone program. The issue with that is some techs don't open the program or even look for it. It also does help route your call to the correct que.
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AngelusDaemonicus
Dances with Hate
Joined: 08 Mar 2008
Posts: 111
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| Posted: Thu May 29, 2008 3:25 pm Post subject: |
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| Skoozysoop wrote: | | I would have transfered him again. |
... To the Spanish Queue!!!!!!
(I've done it a couple of times)
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"One man's garbage is another man's DELL." |
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Tat2grl
Regular Hater
Joined: 27 Nov 2007
Posts: 21
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| Posted: Wed Jun 11, 2008 8:58 am Post subject: |
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I was once had a caller who called me every name in the book just for asking for his service tag. Cussing doesn't bother me, I embarass sailors, but when my heritage, creed, gender, etc is brought in that's where I draw the line. I remember that stupid policy, but I promtly ignored it when the caller was already at their breaking point, which clearly this guy was. Get the service tag and tell him what to do...verify the crap later. I'm wondering though what happened later...when he turned it on and got a blue screen or some driver corruption thing and had to call back in...or did the tech bother to keep him on the line and troubleshoot it further. Thanks ShaftDu...I so enjoy your posts! 
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Commendatore
Hates with a Vengance
Joined: 10 Jun 2008
Posts: 80
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| Posted: Wed Jun 11, 2008 1:12 pm Post subject: |
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That's lukewarm compared to my calls to Dell. Most of the time, Dell Techs hang up on me! I don't take any shit from them and I don't let them play games with me.
Out of what, hundreds of calls I've made to Dell, I've spoken to only ONE tech that was helpful and knew what the hell she was doing. |
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AngelusDaemonicus
Dances with Hate
Joined: 08 Mar 2008
Posts: 111
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| Posted: Wed Jun 11, 2008 1:34 pm Post subject: |
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| Commendatore wrote: | That's lukewarm compared to my calls to Dell. Most of the time, Dell Techs hang up on me! I don't take any shit from them and I don't let them play games with me.
Out of what, hundreds of calls I've made to Dell, I've spoken to only ONE tech that was helpful and knew what the hell she was doing. |
Got Mumbai a lot, huh?
(I'd heard they dropped calls a lot.)
But, by the same token, I've had customers who thought by being pushy it would get them further with me. Didn't really work out in their favor. I was always polite, prompt and helped out any way I could. I had a customer ask me how to power off their laptop. I told them how and let them go. Marked it down as a quick call. No big deal. But... some dim-bulb screaming at me? Nope. He'd get dropped after one warning. Seriously, who buys a computer and can't figure out how to turn the damn thing off? Does this clown leave his car running until it runs out of gas because he can't remember how to shut off the engine? Some people should never have bought computers... or cars... or leave the house.
I used to love hearing customers tell me how computer-savvy the were, or how they were IT Managers... and they were complete dolts.
My favorite customer was one with a heavy southern accent who would tell me "Son, I gotta tell ya... I don't know jack about computers." I had nothing but respect for that kind of customer.
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"One man's garbage is another man's DELL." |
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Commendatore
Hates with a Vengance
Joined: 10 Jun 2008
Posts: 80
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| Posted: Wed Jun 11, 2008 7:24 pm Post subject: |
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| AngelusDaemonicus wrote: | | Commendatore wrote: | That's lukewarm compared to my calls to Dell. Most of the time, Dell Techs hang up on me! I don't take any shit from them and I don't let them play games with me.
Out of what, hundreds of calls I've made to Dell, I've spoken to only ONE tech that was helpful and knew what the hell she was doing. |
Got Mumbai a lot, huh?
(I'd heard they dropped calls a lot.)
But, by the same token, I've had customers who thought by being pushy it would get them further with me. Didn't really work out in their favor. I was always polite, prompt and helped out any way I could. I had a customer ask me how to power off their laptop. I told them how and let them go. Marked it down as a quick call. No big deal. But... some dim-bulb screaming at me? Nope. He'd get dropped after one warning. Seriously, who buys a computer and can't figure out how to turn the damn thing off? Does this clown leave his car running until it runs out of gas because he can't remember how to shut off the engine? Some people should never have bought computers... or cars... or leave the house.
I used to love hearing customers tell me how computer-savvy the were, or how they were IT Managers... and they were complete dolts.
My favorite customer was one with a heavy southern accent who would tell me "Son, I gotta tell ya... I don't know jack about computers." I had nothing but respect for that kind of customer. |
I think the main problem is with the Tech Support Reps. For example, I had just finished telling one something and he puts me on hold, then comes back and tells me the exact opposite of what I said. I asked him if understood the words that were comming out of my mouth before, that we already went through this, and what was the matter with him? He tells me "well, I was instructed to tell you that". I told him I guess if your bosses instructed you to jump off a bridge you'd do it too, right?
Dell Tech Support Reps need to start listening to and doing what the customers want. Not for nothing, customers are entitled to that. They paid Dell money! But no. The only thing most Dell employees give a shit about is their lousy careers and how to impress their bosses. It's about time they got locked up in a fucking museum. |
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paul_dellcc
Super Hater
Joined: 04 Oct 2004
Posts: 1960
Location: Buenos Aires, Argentina
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| Posted: Wed Jun 11, 2008 9:14 pm Post subject: |
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| Commendatore wrote: | I think the main problem is with the Tech Support Reps. For example, I had just finished telling one something and he puts me on hold, then comes back and tells me the exact opposite of what I said. I asked him if understood the words that were comming out of my mouth before, that we already went through this, and what was the matter with him? He tells me "well, I was instructed to tell you that". I told him I guess if your bosses instructed you to jump off a bridge you'd do it too, right?
Dell Tech Support Reps need to start listening to and doing what the customers want. Not for nothing, customers are entitled to that. They paid Dell money! But no. The only thing most Dell employees give a shit about is their lousy careers and how to impress their bosses. It's about time they got locked up in a fucking museum. |
I disagree. In your particular case the Dell tech rep was not listening to you, if he did, he would have moved forward in the next DSN's (Dell Solution Network) step. It happens to be this way because of 2 reasons, 90% of computer problems are caused by the user, and 80-90% of computer problems can be solved following a stupid database.
Customers are not always right, in fact, they rarely are. You paid for a computer, you didn't pay for a 365 days 24 hour free customer care/technical support assistance.
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Commendatore
Hates with a Vengance
Joined: 10 Jun 2008
Posts: 80
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| Posted: Wed Jun 11, 2008 9:57 pm Post subject: |
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| paul_dellcc wrote: | | Commendatore wrote: | I think the main problem is with the Tech Support Reps. For example, I had just finished telling one something and he puts me on hold, then comes back and tells me the exact opposite of what I said. I asked him if understood the words that were comming out of my mouth before, that we already went through this, and what was the matter with him? He tells me "well, I was instructed to tell you that". I told him I guess if your bosses instructed you to jump off a bridge you'd do it too, right?
Dell Tech Support Reps need to start listening to and doing what the customers want. Not for nothing, customers are entitled to that. They paid Dell money! But no. The only thing most Dell employees give a shit about is their lousy careers and how to impress their bosses. It's about time they got locked up in a fucking museum. |
I disagree. In your particular case the Dell tech rep was not listening to you, if he did, he would have moved forward in the next DSN's (Dell Solution Network) step. It happens to be this way because of 2 reasons, 90% of computer problems are caused by the user, and 80-90% of computer problems can be solved following a stupid database.
Customers are not always right, in fact, they rarely are. You paid for a computer, you didn't pay for a 365 days 24 hour free customer care/technical support assistance. |
That's where you're wrong. The money I paid to Dell does include 365 days 24 hour free technical support assistance. It's called XPS Technical Support. Customers call Dell support not to have a good time, get their jollies off or just to chat, but because they are having a problem with their Dell computer and they expect it to be fixed right the first time, not be bullshitted or toyed with. Another example, I called Dell once about a blue screen I got. The lazy rep took the easy way out with me and told me I should reinstall Windows. I asked him if he was shitting me or what. What about getting the minidump file and analyzing it with Driver Verifier (verifier.exe) and the Microsoft Debugging Tools to trace and find out exactly what the hell caused the Blue Screen in the first place. He told me "well, if you have time for that but we are judged on the amount of time a call takes". Yeah right, better I waste my time, but not his, reinstalling Windows and all my software and he impresses his precious bosses with how many damn calls he can handle in an hour?. The lazy bum wanted to do the least amount of work for the most amount of money.
Some poor fool that doesn't know what a minidump is would have been bullshitted and gullibly gone ahead and wasted his time and been inconvenienced reinstalling Windows.
I'm tired of having phone sex with techs at Dellsuck. |
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paul_dellcc
Super Hater
Joined: 04 Oct 2004
Posts: 1960
Location: Buenos Aires, Argentina
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| Posted: Wed Jun 11, 2008 10:41 pm Post subject: |
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Ok, you paid for XPS Technical Support, but most of customers doesn't. The price you pay for your computer doesn't include technical support, it's free.
I'm not on Dell's side...but I do like customers to know how things work.
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I see DELL people!!
If we don't remember our past, we can't understand our present and we can put in danger our future... |
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AngelusDaemonicus
Dances with Hate
Joined: 08 Mar 2008
Posts: 111
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| Posted: Wed Jun 11, 2008 11:51 pm Post subject: |
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Bah... likely you got some poor slob who was hired not long ago and realized he was about to be outta work.
You think dealing with DELL is bad? Try calling Rogers about a bill. DELL is a walk in the park.
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