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fusa
conscientious beginner
Joined: 03 Oct 2008
Posts: 1
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 Posted: Fri Oct 03, 2008 11:58 am Post subject: Re: Qualxserv, Dell and their stupid customer surveys..... |
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| booyah171 wrote: | 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. |
Qualxserv is by far the worst company I've ever had to deal with. a week ago Dell issued a on site repair for a bad motherboard. Qualxserv is 1.5 hour drive from here. In order to delay them doing the work, they leave the package at DHL since it is suppose to be completed within 2-3 days of receipt. So after missing four days of work since they keep calling and saying they will show up the next day, I call Dell. They tell me the technician is on the way to pick up the replacement motherboard and will arrive the next day. The next day he calls at 7 am to say he will try to be here sometime next week. After being told how incompetent their service is, they refuse to do the work. They also refuse to refund the extra warranty that was paid for this (non-existant) service. I highly recommend not using their extra on site warranty service. Qualxserv's terms of service even states they are not liable for intentional damage done by a technician. |
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FreeSpoken
Regular Hater
Joined: 05 Oct 2008
Posts: 17
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| Posted: Sun Oct 05, 2008 5:59 pm Post subject: |
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As new kid on the block, must say I'm not only saddened by what I've read, but frightened. Not only can I understand the dilemma tech workers face, I'm at this moment waiting for a representative from Qualxserve to come out and replace the master control board for an XPS 730 bought only a couple of months ago.
I've a 7 year old Dell Dimension 8200 which is still running thanks to my own vigilance after it went out of warranty 3 years ago, which Banktec kept running the first 4 years. They had to come to my place on an island 22 miles off shore to do this too, but now I have to wonder how worth it this is to them. To think these tech's might not be certified hadn't occurred either. So while I sit here quivering and wondering what's going to happen to my new machine... as if what it's been doing as of last night wasn't bad enough, I'll wonder if anyone is going to show up or not. Guess I should thank you all for these pearls of wisdom which just made my day! lol 
Help... seriously... someone. This machine is my living. |
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Rocke_T_Sinetist
Moderator
Joined: 26 Aug 2005
Posts: 2683
Location: DFW airport
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| Posted: Sun Oct 05, 2008 6:12 pm Post subject: |
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Not to be rude, but if you need a reliable machine, what on earth are you doing with a Dell?
Hang on to that 8200. 7 years ago, Dell wasn't the hosebag schlock vendor they are now. My 1998 XPS still works. It likely will still be working when the 720 goes up in smoke. So will your 8200. Those are before Dell sold out to the Chinese, when they still had an inkling of concern for product integrity. That was then, this is now.
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Rocke T Sinetist
as in, 'it doesn't take a...' |
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FreeSpoken
Regular Hater
Joined: 05 Oct 2008
Posts: 17
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| Posted: Sun Oct 05, 2008 6:47 pm Post subject: |
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| Rocke_T_Sinetist wrote: | Not to be rude, but if you need a reliable machine, what on earth are you doing with a Dell?
Hang on to that 8200. 7 years ago, Dell wasn't the hosebag schlock vendor they are now. My 1998 XPS still works. It likely will still be working when the 720 goes up in smoke. So will your 8200. Those are before Dell sold out to the Chinese, when they still had an inkling of concern for product integrity. That was then, this is now. |
I don't consider that rude, you make a good point, however I bought another Dell because of where I live mostly. Sure isn't because I trust their sales people. To add a little levity to the conversation... they told me the new system wouldn't be much larger than my Dimension and would probably fit nicely in my old CPU cabinet! hahaha Considering that 77 lb. behemoth nearly killed me getting it out of the box, I think this is worth at least a chuckle.
Several people where I am buy Dell though because we haven't computer repair people to fix them. Now that is just plain sad. Unless we like using laptops it's the way it is, so now you know why I've been the one fixing and replacing parts on that Dimension too. I wouldn't 'think' of getting rid of that machine, it's my beloved Frankenstein. Instead I've networked to the new machine and will use it as bkup, am looking for a nice little desk for it too. Would give anything for an XPS half as good as the Dimension with all the speed and memory in that smaller footprint... but as you've pointed out, that was then, this is now. Next will probably be an Apple if I ever move away from here being as it suits the type of work I'm now into such as digital photography and compositing.... unless.... someone comes up with something better to use in the meantime. Won't hold my breath, but no harm in dreaming now and again. My boyfriend is planning on getting an Apple, and I'm fine with it even though I serve as his tech support and know little about them. Figure I'll just have to learn. |
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Rocke_T_Sinetist
Moderator
Joined: 26 Aug 2005
Posts: 2683
Location: DFW airport
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| Posted: Sun Oct 05, 2008 8:15 pm Post subject: |
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Apples aren't supposed to need tech support, are they?
My 1998 Dell never did either. All I do is vacuum out the spiderwebs every other year.
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Rocke T Sinetist
as in, 'it doesn't take a...' |
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FreeSpoken
Regular Hater
Joined: 05 Oct 2008
Posts: 17
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| Posted: Sun Oct 05, 2008 11:15 pm Post subject: |
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Well, dunno about that. Never met a computer that didn't need our help, and a neighbors 'sad' mac' could vouch for this. Been a business machine user so many years it would be a huge switch to go Apples from Oranges.
Wish I could show off the pristine interior of Frankenstein. A person could eat off the components, and reason I believe that machine is such a soldier to this day. Gets a lot of TLC. Every Christmas I'd buy it a nice fat can of compressed air. 
Even for a computer of maturity it manages to hold it's own, and when new was considered a serious Masterblaster, so I show it the respect it deserves. After all it's a long haul from my first system which was a Compaq Portable Plus (aka lovable luggable), and a classic. Believe when I say, there are times when I regret this XPS, but I really didn't know what else to do. Unfortunately realized it was time to move on when Frankenstein couldn't handle UT3, even with an upgrade to Nvidia's Gforce 6200 which was the best it's power supply could handle according to Dell. All the same, that computer is good at what it can still do. May even break down and buy it more of that over priced propitiatory RAMBUS as a parting thank you gift. |
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