Dell complaints

tomvason2 · conscientious beginner Joined: 10 May 2008 Posts: 2

I have tried and tried to pass this stupid test! I have worked in IT support for 12 years, have worked with the public in a professional manner with non-profit's for 25 years! I have no trouble with customer skills, yet I can't get this crazy test! I have looked at the video's dozens of times, made notes, went through all of the practice test-failed them all-, took one of the actually test and failed it!

I have had no problem with any of the other test I have taken. Some 27 at this point, and passed them all!!

I think this test is set up so as to make you fail. That is the only possible explanation! What else could it be? Please help if you can. Thanks.
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keptman · Regular Hater Joined: 21 Jun 2007 Posts: 37

tom, it could be you. you can't spell. it's specialist.
i passed the tests when i worked for dell. a couple of optiplex tests took me a second test, but never, ever more than a second test. sorry guys and gals, no sympathy here.
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tomvason2 · conscientious beginner Joined: 10 May 2008 Posts: 2

Not trying to watch my spelling here, smart ass! ( Did I spell ass right?)

Not wanting anything here but some insight into why this test seems to be so hard for some of us. I never have this kind of trouble. When taking the practice test, which I took five times, I watched very carefully, made sure I answered some questions different each time (in order to try and learn which ones it was docking me on) and still could not pass them.

I'm not sure it is meant to be passed. Otherwise, so many of us would not have trouble with it. If you do pass it, then it is simply the luck of the draw.

If I'm wrong then give me some direction or idea of how to find the answers they are seeking within the videos provided to prepare for the test. Otherwise, don't be a smart ass it helps no one here.
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Rocke_T_Sinetist · Posted: Mon Jun 23, 2008 5:03 pm Post subject:

In all seriosity, Tom, you may be being too ingenuous--too honest--to suit Dell's nefarious purposes.

I don't know. I worked with customers in the video hardware industry, but not in phone support. Most were highly pleased, some were highly displeased. I think that's the nature of customers, especially when they're already pissed at the product and the company before they ever contact you.

And while Dell policy and procedure gives you the authority to lie to them, it does NOT give you the authority to actually solve their problem directly, honestly, upfront.

If they won't tell you what questions you got wrong, the test itself is nefarious, which is about par for Dell. Why again do you want to work there? The best they're going to do is use you until they find a foreigner willing to work for 1/5th as much, then blow you off.
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Camarorock · Posted: Mon Jun 23, 2008 8:41 pm Post subject:

Be nice to tomvason2. He is just an on-site technician who is looking for help to pass this mandatory test. The questions can be misleading. I know, I have taken it myself. tomvason2, PM me. Maybe I will be able to help you, and I'll give you a little more of my background. I think I will be able to help you.

100pcob · Posted: Mon Jul 07, 2008 12:53 am Post subject:

Do you seriously think that failing this test will stop BancTec from putting you in the field?

By the way, the soft-skills are the easiest of all the tests. Honesty will not work. You always need to choose the "I am an emotional punching bag" choice as the correct answer.

Example question: "You arrive on-site and the customer is furious. He has been talking for 12 hours on end to India, to a person reading a script, and is angry that you are arriving 5 minutes past 7am and he is going to be late for work. You reply to him by saying:"

a) "Not my problem. Where's the computer?"
b) "Look, I was here within the 2 hour appointment window, and I just picked up the part 15 minutes ago, and got a ticket rushing to your lousy house 40 miles out of the way in rural BFE"
c) "Can I use your bathroom? It's been a long drive and I gotta take a dump."
d) "I am very sorry that you are upset over this matter. If there is any way I can help, please feel free to ask, and I will follow-up with anything that will help you. I will even drive you to work and write a formal letter to your supervisor stating I held you up from work and nearly cost you a day of vacation time."

D is obviously the correct answer.

FallenAngel · Super Hater Joined: 21 Feb 2006 Posts: 1492

I don't know. Answer C seems the right one there Razz

alex733mhz · conscientious beginner Joined: 18 Jul 2008 Posts: 2

I just passed the test 80%. I failed all the practice tests and passed on my second attempt. The only advice I can offer is study the material in the zip file as best you can. I called up my agent before I took the test for a second time, I say, whats the worst case scenario I don't pass this test. His answer was that I would not get the Job. I find it odd that the non English tests only require 75% Passing score and only have ten questions. While the English test requires 80% and 15 questions.

100pcob · Posted: Sun Jul 20, 2008 7:16 pm Post subject:

Hey congratulations. Hope you enjoy that $23 flat rate, driving over 150 miles a day while running your car into the ground and being verbally abused by your boss when you can't run every single after-hours and weekend call when the EU demands them.

So out of curiosity, who does your "agent" work for? BancTec uses a dozen temp peons....I've gotten over 8 offers for the same job (aka my OLD job) in the past year, from SmartSource, RCM Technologies, and DISYS, to name a very select few. Looks like they can't seem to find anyone. Oh boo hoo hoo.

alex733mhz · conscientious beginner Joined: 18 Jul 2008 Posts: 2

Well I'm looking forward to it. Sounds pretty crummy I'm a very entry level tech those first tests where a walk in the park compared to the customer handling skills. I couldn't figure out which ones I was getting wrong it was really driving me quite insane because every time I took the test I got a lower score it seemed. The only reason I passed is because I tried to go by exactly what the study material said and even then there we're questions that came from nowhere. They ask the most retarded questions I've ever seen I can't see how anyone wouldn't give you a job because of the test its total BS. Nobody knows how someone is actually going to perform until they're out in the field. Anyways my agent works for Apex systems they seem really nice but it was dumb how many times they congratulated me on getting the job when there was always some other requirement.

MADMATAGAIN · Posted: Tue Jul 29, 2008 7:31 pm Post subject:

Just make sure you are very firm on what you will run and what you won't run.

I refuse 1-6 calls per day. I send one simple email saying to far or to many and I don't even think about it. They can bitch and moan all they want. Don't let it get to you. Just run what you want ....period......even if they say you have to...say no thanks.....I decide.
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