Dell complaints

[jason1x9]

I've worked at Dell now for just about a year, and in customer care you will put up with more bull sh*t then anyone else in Dell. You have on average 2-3 escalations a day, and supervisor's telling you more bull-shit to tell the customer just to get them off the phone, nevermide the fact that I've seen supervisor's get on a call at the end of the day, and just hit the Release button.

The way customer care is honestly run, (from my own opinion, an employee for dell customer care now) is bullshit the customer until they have had the system for 30 days and can't return it anymore. Anyone that has ever called in will know exactly what I'm talking about.

Also for all those Indian tech's out there, what the hell are you thinking? Do you really think you can help them with you know knowing what your doing yourself, I've gotten hundreds of calls from people saying that when they talk to dell technical support that it feels like the rep is reading from a book to see what to do. Now I don't expect you to memorise everything but try and make it less obvious. Plus a little note, why hang up on the customer and piss them off even more, just say that you don't know and your get them someone who can help them.

Just my opinion for now, please reply and let me know your comments, not only from Dell employee's but also from the Dell customers.

Jason (Service Zone) Lake City, FL Outsource Call Center

[tamedinnocence]

jason,

just a few points. i have worked in customer care at SZ for well over a year. a few things that stuck out to me....manager's who hang up on customer's....chuck comes to mind...oh wait, we see what happenned to him! you've been here a year and you still get 2-3 escalations a day? get with me, i will offer you some "mentoring." I have had a total of MAYBE 2-3 escalations in my time here. One of them was a lady who was upset that Dell does not sell other companies computers.

[i]"The way customer care is honestly run, (from my own opinion, an employee for dell customer care now) is bullshit the customer until they have had the system for 30 days and can't return it anymore. Anyone that has ever called in will know exactly what I'm talking about."[/i]

let's brush you up on the pnp. if a customer has a known issue within 30 days, and the resolution is not accomplished w/i 30, then the cust may still return the system.

as far as the indian techs hanging up...i've gotten those complaints too...but you know those of us in the states do it sometimes too. its not unheard of.

[UpstairsToHell]

[tamedinnocence]

I apologize if I came off as saying that it was acceptable. Under no circumstance is it EVER acceptable to disconnect the call. If it gets to the point of extensive abuse, you should request that a manager S/O in to the conversation, and let them disconnect if necessary. Every effort needs to be made to get the situation under control. Point being, it was a longshot to blame India entirely.

[Tech-Tonic]

[paul_dellcc]

I know we are not damn shrinks, but you must think that the people who call Dell were really f*cked up by the named company...

So, the customer is calling in for help and you hung up

I've done it (the first two weeks, I felt it personal) till I understood why they are so angry.

You may disagree with this, but you are avoiding a very important part of your job: provide support to the customer.

It's your failure you couldn't calm him/her down.
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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...

[Blaze]

Saw one tech who used to be in Escalations On Demand escalate 3 calls one day. What a sorry excuse for a tech !

[Mideastcoast!BT]

[paul_dellcc]

[Mideastcoast!BT]

Paul I agree it shouldn't happen. But unfortunately its a daily experience for the field techs.

[paul_dellcc]

I think I expressed myself incorrectly...

What I meant was that is not your job to calm the customer down.
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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...

[loverboi19_02]

ok this is to all of issues.... from the start. I work at Dillards i was to get Employee purchas program up to 12% discount... could never get my cupon code cause the browser at work for dell was down. I called dell they told me to order anyways then at a later date give the code to a rep.
That was a lie it took me over a week of calling and threating to have them just come get it.( they said that was impossable b.t.w.) Finaly I got some reduction not alot but some...so I gave dell another shot.

I placed an order for another flat monitor and a memery chip for my digital cam. They screwed up there and did not put my apt # on the packages so DHL could not deliver.... Took me a few weeks to get a discount due to dell telling me [b]they dont make the lables! DHL does. [/b] thats a lie i work in shipping at dillards we make the lable and only if the custermer is sending from their home does the shipper make the lable.

Finaly a dell windows up date screwed my computer up my screan saver stoped working finaly my bfs computer stated to work faster then the dell!MY BF's computer is old as hell. system restore wouldnt work we could never get help we only have cell phones and in two months used about 700 min on the phone.... had " " legal call and threaten till i set her str8.! got sent a broken tower to re-place the first one..... 2 weeks later i am to get a new tower sent but we had the computer re-formated and dell doesnt include the mother bord drivers and a few others....

So tell me this where is the custermer care... from Feb to now June i have gone through the DELL HELL system..... but hey the only way not to ruin your creadit is to ..... bend over smile and take it....NOT

Fight back complain enough maybe Dell will get with it....

[loverboi19_02]

[quote="Tech-Tonic"][quote="tamedinnocence"]Under no circumstance is it EVER acceptable to disconnect the call. If it gets to the point of extensive abuse, you should request that a manager S/O in to the conversation, and let them disconnect if necessary. Every effort needs to be made to get the situation under control. Point being, it was a longshot to blame India entirely.[/quote]

Wrong. If a customer is being verbally abusive and violent, Dell technicians are told that they can and should hang up. I've been on the phones for five years. I've hung up maybe three times because a customer was verbally abusive. In all three cases, I immediately sent my manager the facts of the case as soon as I hung up.

No one should ever have to take verbal abuse. Not the customers and not the techs.[/quote]



Wrong to that as well ...... what about ppl calling Men GAY men maam time after time when its said " this is MR. ..... and ME and MY BF..... are not happy and 4-5 times in a call be called Maam' .... and you ask them please lisen and afte 30 min they still dont listen you should be able to say dam it get me a f*cking super... like i asked and you know the dam problme and your not taking care of it!....
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One Fag no company wants to piss off!

[jbooger]

It's just a lot easier to understand why Dell sucks so hard if you take the following words to heart:
Dell makes a lot more money by screwing a certain percentage of their customers than by helping them.

Why is most of our tech support offshores? Because Dell makes more money that way.
Why won't Dell fix the customer's computer? Because Dell would lose money if they did.
Why can't I get my sales rep on the phone to help resolve this issue? Because that sales rep is only handling calls that will result in Dell making more money.

You might ask,"wouldn't Dell make more money by helping everyone out and therefore, have a larger customer base because of the massive appeal?" Well guess what, Dell is and has been way at the top of the ladder despite all of the unhappy customers, because these are INDIVIDUAL customers. Sure an unhappy customer will tell a few people about their bad experience with Dell and maybe turn away a potential buyer or 2, but what Dell fears and works harder to protect is the attention of its BUSINESS customers. This is why Dell is #1. If you're not on a business account with Dell, then you're really not that special and have an exponentially greater chance of getting screwed. That is why individual customer care and tech support sucks so hard at Dell.

No amount of complaint is going to change anything on this one since Dell is so high atop the leader ladder, unless something starts happening to all of Dell's corporate accounts. This is how I view things at Dell, being a former customer, a friend to several customers, and a current employee for the past 2 years.

[paul_dellcc]

loverboi19_02: if you didn't apply for the EPP (Employee Purchase Program) at the moment you placed the order, Customer Care can only give you a 10% discount, not more. Which is not exactly a discount, it's a refund through a MCR (Manual Credit Request). So I don't think it was too smart from you to place the order anyway...

Regarding the shipping labels, you are wrong, Dell doesn't make it. They send the information to the carrier and this one is who makes them. I'm talking about last year, but I think it's the same on 2005.

Regarding the Windows Update: it's not Dell's fault In the best of cases it's Microsoft's.

jbooger: I agree with you, however I think Wal Mart is bigger than Dell. There are Wal Marts down here but not Dell Kiosks, through the web, you can buy 200+ computers for businesses.
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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...