Comments on: How to fix Dell

By: Ken Ft Lauderdale FL

Ken Ft Lauderdale FL — Sun, 30 Nov 2008 02:49:57 +0000

Dear Mr. Dell

I’d just like to express my total lack of respect that I have for your Customer Service Department. In today’s very tough economic times moving forward along with myself and my wife we’re sure you are losing customers based on their performance. Let me explain to you what happened to us today. I will first start out by saying I am a Corporate Trainer who teach sales people how to speak on the phone and also train them how to use the phone so I’m familiar with how Call Centers work. Not once during all that happened did I ever raise my voice or act rudely in any manner.

When my wife tried to turn on her Inspiron 6000 laptop it said the battery was low and went straight to hibernation. Now it shows no sign of power at all with our without the battery or plugged in using the a/c cord. She had purchased a service pack back in July 2007 for $245.60 and called in to receive one of her three solutions to any problem she needed to be repaired. Hence here is where I’m calling it the “4 Hour Adventure” begins.

The first person she spoke to “John” told her that the package she purchased was only good for 1 year and only for Software Issues and that it would be an additional $49 dollars to have the Hardware Department diagnosis her current issue. She stated that she was not told either of those conditions and would not have purchased the pack if she knew that. This started at 4:15pm on Saturday November 29th.

I then called back and spoke with Kevin 101917 and this is where the problems began. He was very rude on the phone and constantly interrupted me. He repeatedly said it would be $49 dollars and that it was a hardware issue. When I told him we didn’t need to pay someone to tell us our computer wont start he said that that $49 dollars included a “guarantee” that it would work. Yes he used the word guarantee. When I followed up with “so if the motherboard is bad that would be included in that cost” then the back peddling started. Then it became “try and make sure” and that I cut him off in mid sentence. If you have the ability to listen to calls find this one. When I told him I wanted to speak to a manager he cut me off in mid sentence and transferred me.

Next up transferred to Veronica. She kept stating the $49 Hardware charge even after I repeatedly said I wanted to speak to a manager. This is where I figured out “everyone” has the title of manager but has no true authority. She said it was a Software Department Issue and said she would transfer me. After a 15 minute wait the phone was answered and immediately hung up.

Called back and got Daniel at the main switchboard for Sales he said he would he would transfer me to the Software Department. Instead he transferred me to Gerald in the Spare Parts department in the Philippines. He then said he would transfer me to the Software Department and after a 10 minute wait was hung up on again. (Number 2)

Called back and spoke with Neru who said she would transfer me to the Software Department ended up in the Sales Department with someone named Daisy. She looked up the charge and said it was for a warranty extension. First time anyone had said anything along those lines. Once again I repeatedly asked to speak to a Supervisor. She said she would transfer me to the On Call Department.

But was transferred to Tech Support to Emil and let me say he was the ONLY person who did something right or at least I thought so. He said I needed to talk to the Executive Escalation Department but they were short staffed only 2-3 people and I would probably be waiting a long time. Well be now it was after 6:00 pm waiting would not be a problem so he transferred me.

Now on hold for the Executive Escalation Department beginning at 6:09 pm till 7:19 pm, one hour and ten minutes in which the phone was answered and immediately hung up, this being hang up Number 3.

Called back and got Anu who was VERY rude and wouldn’t let me finish a sentence. He rudely said let me transfer you to a supervisor and was transferred to extension 0000. Which of course is just another way to get hung up on. Number 4

Called back at 7:28 and got Vivasha and told her I needed to speak to a Supervisor she said sure let me transfer you. Right to extension 0000 for hang up Number 5

Then called back and spoke to Nick 747569 and explained in short detail if that was possible about all the issues I was having and needed to speak to a Supervisor not a manager like everyone on the floor is called, not his boss but his bosses boss. After about a 10 minute wait was transferred to an extension 70481 which I left my name and number. While this was going on I went to the Dell website and started a complaint to Customer Care. Do I think I will get a call back? I’d say the chances are very slim to say the least.

Are you as outraged as I am right now? I would hope so. When all this started I even mentioned to my wife well if the motherboard is bad Dell has some great prices on new computers so we will probably just end up doing that. Looking back that seems funny because as of right now there’s now way that’s going to happen.

I also want to include the information that I sent online to your Support Department and we will see what the follow up on it is. I’m getting a feeling it’s going to be sorry you’re out of $245.60. And that’s a shame because I really enjoy my Inspiron 1720 but it will be my last Dell Product. We also have 2 Dell Axioms so we’ve been a customer for years.

By: Jamie P., RTP, NC

Jamie P., RTP, NC — Wed, 19 Dec 2007 21:55:33 +0000

I purchased a Dell Inspirion 530 with the top offered processor, video card, etc. Totaling more than $1300. I have had the computer for 2 months. Already the hard drive has failed (ticking noise like a clock). They have sent a replacement part which arrived very quickly, but the Bantec technician will not answer his phone or return voicemails to come fix the computer. When I first got it, the monitor had a scratch on it, but I was given the run around on that for 3 weeks so I have just dealt with that problem.

I will never buy another Dell. This was a splurge on myself since I hadn't bought a new computer in five years, but never another Dell. I hope the new HD, when it is installed, will last a while. I want to get at least 3-4years out of this computer before I have to buy another.

This of course does not include the Blue Screen of Death errors I get on my 3month old machine at work (Also a Dell). The IT department hates to even see me call or email because this machine is so buggy.

By: Alexander Poeh, Munich, Germany

Alexander Poeh, Munich, Germany — Tue, 18 Dec 2007 11:28:28 +0000

I agree that the problem of outsourced services is huge. For you guys in the US it´s India, for us Europeans it´s Eastern Europe, where all the call centers are and where nobody can help. Dell certainly should show more regional/national presence.

By: Donna Winnetka, IL

Donna Winnetka, IL — Sun, 16 Dec 2007 20:31:42 +0000

Dell, hmmm let’s see i bought a used latitude junkbox, called “customer support” haha got some girl in india who couldn’t understand what i was talking about after about 30 minutes….

I couldn't agree more!!!! Dell has lots of problems beyond a non-sleek look!!! We've been through three Dells. Never again. I tell everyone I know not to buy a Dell.

By: jim schmidt,lancaster pa

jim schmidt,lancaster pa — Wed, 12 Dec 2007 13:54:42 +0000

Dell, hmmm let's see i bought a used latitude junkbox, called "customer support" haha got some girl in india who couldn't understand what i was talking about after about 30 mins on the phone,after finally getting to someone who i could understand flat out told me it needed a motherboard,then i was asked for a credit card number to purchase another without even really knowing what was wrong,i wouldn't purchase a pencil from a dell rep if they were blind on a corner,because it would probably be defective. my experience with dell,the worst customer service i have ever dealt with. btw i have been in the customer service industry for 23 years,and have never treated a customer with the rudeness and incompetence,that dell has dealt their customers, i hope for christmas they go under to a smaller better qualified,company.

By: Ken E., Yorba Linda, CA

Ken E., Yorba Linda, CA — Tue, 11 Dec 2007 20:50:28 +0000

I've been a Value Added reseller for 6 years now for HP. When customers have asked me to quote them Dell, I often remember the times where I had involved Dell in my business and days later my customers had been contacted directly by Dell insiders. Dell can never be Partner Friendly when their own sales people are back dooring the partners that feed them. Usually when I get a Dell request now, I push HP only. If the customer refuses to by HP then I hang up the phone and make a new customer who will buy HP. Most intelligent customers aren't driven by price alone. If I wanted to sell crappy service, I'd sell white box.

Ken

By: SV, norwood, MA

SV, norwood, MA — Mon, 10 Dec 2007 21:51:09 +0000

Jesus -Look at the number of people looking for tech support. Dell should start giving computers free and charge for the support

By: Bill M, Warren MI

Bill M, Warren MI — Mon, 10 Dec 2007 19:53:53 +0000

Bought a Dell desktop two years ago and it was DOA. Several calls to the tech support didn't help get it fixed. Rather, they kept asking me to run and interpret diagnostics which I have no clue to understand. Although I had "next day service warranty," it was like pulling teeth to get them to come out. I finally had to threaten them with total return of the computer before they sent someone out with a "reman" motherboard, even after I told them new parts only for my new computer. NO MORE DELL.

By: Stan Deutsch, Richmond, VA

Stan Deutsch, Richmond, VA — Mon, 10 Dec 2007 18:51:25 +0000

I have been buying Dell computers for almost 25 years. I started buying from them because their machines had the best perfomance in their class, were highly reliable and Dell had the best customer support in the industry.

Now they have so, so products that have more problems then they should and are backed by support techs who you can't understand.

All they have to do is get back to the basics.

By: Frank, Dayton, OH

Frank, Dayton, OH — Mon, 10 Dec 2007 07:12:35 +0000

What few people understand is that the tables are about to turn. Mark Hurd has destroyed much of the R&D infrastructure of HP, hired a hopelessly incompetent CIO that's destroyed productivity, and destroyed employee morale. Sell HP, buy DELL.