Dell Spends $150 Million On Customer Service Improvements... And Its Customer Service Ranking Falls
from the ouch dept
Dell clearly had a pretty major reputation problem when it came to customer service for much of this budding century. Despite problems going back for many years, it took way too long for Dell to admit it had a problem that needed fixing. Unfortunately, whatever it's doing isn't exactly working. John Paczkowski notes that, despite spending $150 million to improve customer service, the latest customer satisfaction rankings from the American Customer Satisfaction Index show Dell dropping 5%. Ouch. While some are reasonably calling the methodology of these rankings into question, that still can't be what Dell hoped to see. Of course, much of the customer satisfaction ratings may be a hangover effect from earlier bad experiences, or the massive publicity around some high profile bad customer service experiences at Dell. If that's the case, though, Dell will probably need to go beyond just fixing its current customer service problems to getting the word out that it really has changed. That means admitting the mistakes of the past while making the changes quite transparent.
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What did they improve?
I wonder how many customer service reps they were able to move back to the United States from India for $150M?
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Re: What did they improve?
Come on that would be the logical thing to do. No they improved phonelines to india, added more indian people who can't speak english. I'm sure thats where the 150mil went.
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Re: What did they improve?
I don't quite think that's where they spent the money...
Product recalls and replacements... like the battery issue and the XPS 700 motherboards that are all getting replaced would cost a very pretty penny in labor and shipping as well as parts.
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I remember the India hell days of Dell, the service has gotten much better than back then.
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Re: Re: What did they improve?
India was a british colony for a long time. They speak english, it just isn't american english.
The language barrier isn't even my problem with their tech support. It's the fact that their support is 100% scripted. None of them know a usb port from their butthole.
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Maybe it's not a problem for YOU, but I can never understand a damn thing they're saying
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Dell CS still sucks.
Don't blame India or its people for the bad customer service. Its all about saving money by denying customers the service they paid for. The representatives do talk everything by the scripts and do not listen to the customer. I think they are just trained that way.
Here is what happened to me just last week.
My PC kept rebooting automatically and it would not even reach the windows logon screen. Being computer engineers, my and my husband knew it was a memory going bad issue. We confirmed this on the internet. Dell has a quite nice Boot Menu (F12) which has a Dell utility to diagnose hardware issues. We ran the tests under this utility and saw that the System Memory MATS test failed. So it was what we suspected - BAD RAM. We called up Dell and the rep tell us to reinstall windows. Ofcourse I told him all about running the utility and also the error code and he still insisted on reinstalling windows saying it was an OS issue. After 20 minutes of telling him the symptoms and asking him why he suspects OS issue, he still kept saying the same thing and explaining that the OS is bad if the machine doesn't reboot if we are in BIOS. Finally my husband took over and insisted that its a RAM issue. Finally after removing one of the RAMs, the machine worked fine and the rep admitted a RAM issue and told us Dell would send new RAMs. Then he switched over to his manager, who we companined to about asking us unecessarily to reinstall OS knowing how hard it is to take backups and resintalling all software. He started making excuses as if we were lame ducks. I don't think we will be buying another Dell anytime.
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Somewhat unrealted but that story reminded me. I actually had great customer service with Microsoft for my "Red Ring of Death" Xbox360. I told her, yes, I had red the internet self-help page, yes I had tested the power supply separately, and yes, I had removed the hard drive and that all told, I was pretty sure the DVD motor had burned out as it had been making funny noises a few days prior. The weird part, that left me absolutely flabergasted, was that she actually believed me! It took them a couple weeks to get me a replacement, which is still slightly too long, but all told, I was very happy.
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Depends on Type of Dell Customer Service
Dell has two "Types" of customer service. Basic Support & Business Support.
The 150m spent was probably on the Business Support end. That support is for customers who purchased under any area except home & home office (HHO). Small Business (SB), Large & Medium Business (LMB) & G.E.H.L. all get the business support option, which provides U.S. Based phone support 24x7. Home & Home Office still get transferred overseas for the level 1 & 2 support centers.
Dell has always been notorious for the variations between the HHO purchase options and the SB options. When designing a system, always try both options, as one is usually quite cheaper than the other. It is this variation that many consumers complain about as they fount out of it after they bought from HHO.
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Their hardware is their real problem
I work for a company that has 20,000 desktops. 99.9% are Dells, more specifically the "stable business model" Optiplex line.
Motherboards and power supplies die at a ridiculous rate. Recent models like the gx620 and gx745 small form factors are laid out like a drunken monkey designed them. (for ex. the hot air blown off of the processor gets blasted over the hard drive).
The old beige Dells were pretty solid but the new Chinese made Dells suck big time.
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ALLOFMP3.COM
when are u going to put up an article about them? they just won the case, tho, of corse, its being apealed. read about it hours ago.
ssssssllllllloooooooooooowwwwwwwwwww
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Upselling
I had purchased a Dell workstation 18 months back and recently the DVD drive went bad (started making funny noises). I called their customer support only to be told that it wa out of warranty and that it would cost $35 bucks to diagnose the problem. Then they tried selling me a new DVD drive for $75, when I know I can run down the street and pick one up for half that price. I think the $150M might of been spent on training customer support how to upsell!
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Re:
When I got the "red ring" I returned it to WalMart and got my money back.
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CS for which Dell?
Dell is much better these days than they were at customer service. All companies with millions upon millions of installed units in the field have similar problems with customer service. Personally I think the problem is that they aren't trained to pass customers on to a knowledgeable technician soon enough. If 70% of problems can be solved by going through the first 5 steps in the script, that's great, but as soon as that's determined to NOT be effective, they need to move the customer onto someone who can solve problems.
Second, if the CS scores for Dell Financial Services are getting co-mingled with scores for the rest of the company, it's no wonder they went down. I have never, ever, in all my life, not even when dealing with phone companies, had a more horrid experience in trying to straighten out problems with an account or billing information than when having to work with DFS. It's a freakin' joke what those guys call customer service. You couldn't write a parody as bad as that!
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Business CS
Interesting comment regarding business vs. home support. I hadn't realized there was a difference, but it makes sense now that you mention it. I had a minor issue with some Dell equipment I installed at a business in late 2006 and found the tech support to be surprisingly helpful. I think they sounded American, but I can't be 100% sure.
My mother, on the other hand, has called Dell support quite a few times recently for her home computer, and she's found it generally less than enjoyable.
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Dell Sucks...
I wonder what part of their CS they improved. How is one supposed to pacify irate consumers who call up to complain about the PC not working and get to hear that the warranty is expired or the issue can't be fixed. I have had bad experience with Dell. I lost all my data, thanks to some CSR in Nashville and ended up paying 100 bucks and still a faulty laptop. I ultimately had to shift to SONY VAIO. I would never ever recommend Dell to anyone.
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Delays?
The message posted by pri, above, got me thinking:
How many tech are trained to simply delay the customer instead of helping them? Yes, re-installing Windows may solve your Windows-related issues, but isn't this like having major surgery because you have a tooth ache?
Then, after you re-install Windows, you have to re-install your software, then you have to set everything up the way you like it (folder views, menu options, etc), then you have to restore back all your documents and files.
Depending on your system, this could take 4 to 8 hours. And while you're off on your wild-goose-chase, the tech doesn't have to help you. And, of course, after you've re-installed everything, you've probably forgotten about your problem.
Sorry... I know this doesn't relate specifically to the Dell story. ;)
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Payback
About three months ago a customer brought me a dell lap top the the display had gone bad on. I called Dell and inquired into a new display, got the price and called the customer back and got approval to purchase. Upon calling back I was informed that I had two options A. Pay somebody an outrageous amount of money to come out and replace it. or B. send it back to them for an equally outrageous price. Neither was an option that the customer cared for. Since then I have sold 47 laptops to customers AND None of them have been Dells. Since all they seem to understand is $$ I am making my complaint in the only way I can, by making damn sure I never ever sell nor recommend another Dell product.
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Re: CS for which Dell?
Amen Brother
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You get what you pay for.
If I buy dirt cheap wood and build a house with it, it's my fault when it costs me thousands to fix it.
Interesting comment regarding business vs. home support
And yeah, it's not right... We have corporate support from HP, and I must admit it's top notch. But I have gotten into the other queue sometimes and they aren't even on top of it enough to realize where they should direct me
Used to be - when people asked me for advice on purchasing a PC, I wouldn't hesitate to say Dell, HP, etc - because of the warranty.
But now, I'd solidly recommend a local shop, because you really do get top notch service from most smaller places.
They can take a lax attitude towards personal support all they want, but when the 'computer guy' many people knows starts getting all kinds of calls from family on the Dell or HP they bought because the customer service sucks bad, don't think I will recommend something different.
I wonder if these big companies have any clue at how many people ask IT people they know for recommendations on what computers to buy. I almost feel bad about recommending some of these companies anymore.
It's like recommending your drunk uncle for a job - some mistakes you won't repeat twice, regardless of 'promises' of improvement.
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What did they improve?
See it's all boils down to margin.
If we all expect the parts/entire Dell Laptop NOT tobe manufactured in China, support be given from US, then, we should be ready to purchase all the laptops selling today at double the price OR buy with a 50% of the configuration options they provide.
We expect all DEALS, COUPONS, MAIL-IN-REBATE, FREE 2GB RAM, FREE 160GB HDD, BUY 1GB RAM upgrade to 2GB RAM FREE, Free WebCam, etc. etc. etc, still with an excellent support from US and still manufactured in US, then, it would be like this only going forward and China is comming up in a big way in BPO. Atleast Indian's know UK english, think of China speaking Chinglish. Guys, be ready for anything. Afterall, we Western countries only insisted and implemented the so called GLOBALIZATION. We've to live with it.
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dell dell dell
i wouldnt even use a dell to rake my lawn by dragging it behind a rider mower while drinking a six of molsens. such crap.
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Dell has a 1000 employee customer service center here in Edmonton, Canada. The only info about it is that it "supports North American customers". Don't know what level or area
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DELL support
I've had similar problems. My father had a simple problem with his DELL that I'm sure if I was in town I could have fixed in moments, maybe would have required re-installing an application. But after 2 hours of a Dell tech remoting in an poking around, the best solution the tech could come up with was to reload the OS. Next I had a problem trying to get Vista's Email working. So I called DELL and it took 2 attemps to get remoted in and I watched him move around and check every thing I did. While the tech scratched his head, I made one more attempt at the settings and found my error. Is it DELL or is it the challange they have with MS products?
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Re: Re: Re: What did they improve?
That's easy for you to say. I have had tech people so bad that I just gave up trying to translate them. Heck, I have had some that are in the US that were just as bad. The quality control of who is hired for customer service over the telephone needs to be increased. If you can't speak clear English in person, why would they think it would work over a telephone?
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Useless as teats on a boar hog!!!
Speaking as a citizen of the city of Roseburg OR who was just reamed up the poopshoot by Dell I would say that the chances of one of their products entering my home is only slightly better than SCO not going bankrupt. As far as customer service is concerned, I look to the way their employees are treated to gauge how effective their customer skills are. Micheal Dell should sell out to a company that really knows how to treat people right and go stand in a corner and think about what a naughty boy he has been. Either that, or, he should be forced to contact every single person his company has screwed in the last ten years(undoubtedly any time further back there would be premature deaths caused by the stress of not being able to personally strangle the worthless git) and offer his sincere, heartfelt apology for the mess he's made of so many lives.
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Improved? Hahaha, what a joke. I haven't even gotten my computer yet, and I've had my fair share of Dell screwing up already. I'm going into college and all, and specifically asked whether or not there would be anything with my configuration that would delay it massively thus preventing me from having it by the time I start. Idiots there of course, said no. So, I thought everything was well and good and I'd have it in 2 weeks. One month later, I'm still stuck on my crappy PC, haven't gotten my laptop, and starting college in less than 2 weeks. Even been calling them off and on trying to expedite matters, and from what I could understand (which, wasn't much) I'm still screwed. Next time, maybe Dell should just take the $150mil and shove it up their asses, seems it would do a lot more good then trying to improve a CS that you can't even understand anyways.
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DELL IS NOT A SPECIAL CASE
HAVING SPENT NEARLY FOUR DECADES IN SALES AND CUSTOMER SRVICE ALMOST EVERY COMPANY I PURCHASE SOMETHING FROM OR COMPANY I REQUEST A SERVICE FROM HAS THE SAME PROBLEM. THE FOUNDATION OF THE PROBLEM IS THE PEOPLE WE RELATE TO AND I DONT PUT ALL OF THEM IN THE SAME BOX IS THEY JUST DONT CARE. MARSHALL FIELD THE FIRST SAID, GIVE THE LADY WHAT SHE WANTS. I AGREE, BUT ALSO MAKE SURE THATS WHAT SHE WANTS. HEY FOLKS AT DELL JUST BECAUSE YOU CALL YOUR EMPLOYEES ASSOCIATES DOES NOT MAKE THEM FEEL MORE IMPORTANT OR LOYAL TO YOUR COMPANY,NOT ONLY LISTEN TO WHAT THEY HAVE TO SAY BUT MAYBE JUST MAYBE THEY HAVE SOME GOOD IDEAS YOU SHOULD CONSIDER. BEST REGARDS BRADLEY STEWART
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I've been buying from Dell since 1987, when it was still called PCs Limited. I've seen the quality of their support deteriorate for all the reasons mentioned above.
However, since Michael Dell returned things have noticeably improved, although I'm sure there is still much to do.
#4 mentioned the India hell days
Yes how true. And, yes things are getting better.
Nevertheless, whenever a tech answers my call with, "Hello. This is Lance." or "Hello. This is Buffy" and I hear an East Asian accent, I know I'm in for a bad time.
#5 mentioned scripting
The East Asian support is 100% scripted, and with the language and cultural difficulties they know they need it. It's difficult to bypass and it's awful.
In Canada, Panamana and the Phillipines, their command of American English was as good as my own, and scripting was not as rigidly adhered to. Who you get depends on the time of day you place your call.
#14 mentioned - Dell Financial Services
Today I purchased 2 Dell Model 960 engineering workstations and a 2407 monitor, on the web site - small business division. Typical, reasonably good experience until the payment page. I tried to use our Dell Financial Services account, as in the past, and things went to hell fast. To make a long story short, I called Customer Care, and got a nice fellow in Austin who fixed me up quickly and efficiently. In the past, the hell would have lasted for days. This time it was fixed in 20 minutes of civilized conversation with a US english speaker who knew how to treat a customer. By the way, I did not have to wait - I was talking to him the minute they figured out where to route me. Excellent.
#9 mentioned - two "Types" of customer service. Basic Support & Business Support.
Although we are a business customer we often had East Asian support. I haven't need any recently (OH NO - JINX!) but it always sucked. However, Canadian, Panamanian and Phillipine support has been uniformly excellent.
Regardless how bad Dell might be now or was in the past, from what I hear and read, the others are equally bad or worse. (Of course, you can't believe what the Mac cult members say. - JUST KIDDING)
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Amazingly bad customer service.
I called Dell Australia recently to order backup tapes, which are the probably the only things not available through the website. I was on hold for 40 minutes and was then transfered around between a few different people until I was finally transfered to a random answering machine.
I called back the next day and something similar happened. So I ended up going out to a computer store to buy them.
Amazingly bad customer service.
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Dell and Alienware
It was interesting to see that Dell purchased Alienware last year. Has anyone experienced Alienware's customer service as I'd be interested to see how that compared?
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Dell tech support
First problem is a lot of companies are moving their call centers to India. This wouldn't be bad if they could speak clearly or even understand me. Having to repeat yourself or them repeat themselves gets frustrating, I'm sure on both ends. Of course, this can happen with a call center in America as well. So this issue is about training or hiring people that can speak well. Good listening skills are needed too.
Second problem is that tier 1 support needs to escalate the call in a more timely fashion. I spent 45 min with tier 1, which consisted of the tech asking me the same questions at least 3 times. Once I got frustrated with the repeated questions, he then sent me to tier 2 support which resolved the issue in a matter of minutes. I'm sure this is procedural and that Dell would prefer that most calls are resolved at tier 1 level.
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HP Support
I got a support from HP (India) call center, but the support was excellent. I don't know what's the diff. here with HP India support & Dell India support. It all depends on how much they pay the call center for their support. Offcourse, HP is bit costlier, but nowadays its onpar with Dell laptops.
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Tech support still sucks
I am on the phone right now with a "tech" who can't think with the problem and wants to run through possible solutions. On my side it is simple: IT IS A BAD HARD DRIVE. All I want is a new hard drive and this guy won't send it to me. He does not seem to understand BAD SECTORS. And he won't transfer me to tier 2 where I know they will just send me the hard drive that I requested.
Bottom line: Their tech support still sucks. As far as I am concerned...it is worse now than it has been. Insert a few choice curse words here_____________________.
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clearing a doubt
my dell laptop puchased a few days before.Today its monitor
suddenly become dim,how can i correct this problem.please send me a solution to this email id.I am from country india
and my state is kerala.also when it is connected to current using adaptor it become more brighter.please send me a reply soon.
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Dell support
Customer support and Tech support are two different things at Dell. And yes home vs SB there is a big difference. Some of the biggest issues are with Customer support for Dell Financial. Imagine thinking you bought the system and find out the sales rep set you up for a lease... just one example.
I know, I was tier 3 SB support for this Round Rock company.
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Support on Higher End Machins
Dont know about other people, but have noticed different levels of service depending on what Warrent options.
So with basic warrenty's you get basic hit or miss CS.
but with Business machines or machines with a next business day or onsite service have had excellent service.
So basicly you get what you pay for.
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Dell Customer Services is defunct
My experience with Dell Customer Services for the last 14 days has been terrible. Dell sent me software that was damaged during shipping, which requires 3 layers of communication to get replaced. After 4 attempts, I still do not have the software and there is no USA manager to speak with. I keep getting the "Floor Supervisors" when requesting a manager. They tell me they are in India. Example: "May I speak with a manager?" "Sure, I gladly help you with that, please, let me help you with that sir. So you are calling looking for a manager? Is that correct?"
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You Get What You Pay For
I worked for a company that had one of the top business warranty plans with Dell. I called at about 5:30 PM on Friday with a problem and it was determined that it was probably the RAM or motherboard. I got both by 7:00 AM Saturday morning. I don't know about you but there isn't anything I can find to complain about with that.
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DELL Customer Service Problems
I have spent several hours just making sure that Dell Financial Services does not send my address to the wrong state. Dell Financial Services has also decided not to use my name as I presented it to them at the time of purchase on my account.
The challenges of purchasing the computer were endless. Unfortunately, by the time I decided to cancel the order, the mislabled computer had arrived. I will not buy another computer from DELL
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Switched to Apple
I owned a dell in the past. Needless to say, the service was nothing to brag about neither was their product. I've since switched to Apple and am in techno heaven.
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Not so bad
I bought my Dell in 2000. One hard drive failed, the second
I thought failed but came back to life after I purchased the third hard drive. The customer service is not the greatest, but if you are patient, you can get through it. When you leave your phone number they actually do call you back. Don't be so spoiled by instant McService. Just because you paid with American dollars doesn't mean that you have to be catered to. Relax people. Computers are physical objects that are going to break down, just like cards, radios, and everything else. If you don't like the product, don't buy it again, and pass the word. My last purchase was a Compaq and so probably will be my next purchase.
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Dell Server from HELL
I have a friend that owns a 1 Year old Dell Server (high end RAID 5 HOT PLUG drives), one morning when he went to work he heard an alarm going off. He realized it was his server. He called me and I went over to his office. One of his hard drives had failed (no biggy,, sooner or later all drives will fail) we called Dell and explained that he had a 3 year 4 hour onsite warranty and we wanted a new drive. We explained the beeping alarm and the red light right on the front of the drive that said "failed" and these idiots kept us on the phone for 2 hours, they wanted to know if we had flashed the BIOS first, we had to do that to appease the Dell gods first or something, we had to download the new SCSI drivers, after we were given the wrong download site twice, the third time was the correct driver. The tech at Dell was actually amazed that the SCSI driver (A PIECE OF SOFTWARE) didn't fix a drive that was not even spinning(A PIECE OF HARDWARE). What a moron. Finally they opened a service ticket. (My friend had paid almost $900 for a 4 hour onsite contract) We now have spent 2 hours on the phone, 3 hours later some guy in cutoff jeans and a marijuana leaf T-shirt shows up with a box in his hand. My friend told him where the server was and the guy stated that he was the parts guy from the local service provider not the tech, but reminded my friend that since he was there within 4 hours that Dell had met their contact of the 4 hour response. Now some of you may know that most RAID 5 drives are "HOT PLUG" which means that can be swapped out while powered on and rebuilt without downing the system. This one was. The Dell tech didn't know that he downed my friends server (without asking - they were still up and running) and kept it down for almost 6 hours while he rebuilt it using the RAID controller disgnostics.
Do you think my friend has even thought about buying another Dell???
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What tech support?
Just 5 months ago I called Dell and informed them what the problem was on my Dad's PC (bad DVD drive). I let the gentleman from India know I had 25 years experience with PCs, and that I do repair for a living. I still had to go thru the Dell script, page after page, for 3 hours. I lost it when the "technician" said I had to put a Dell branded CD in the drive to troubleshot. I let him know that I was never going to buy another Dell, I would let work know that they should never buy a Dell and I needed to speak to his supervisor. He then relented and said we needed to do only one more test. To put the Dell Branded recovery disk (bootable) ain the drive and reboot to see if the disk was seen during boot-up. Needless to say the CD wasn't seen, he confirmed my original diagnosis, and a need DVD drive was sent.
I have a Dell Axim that the GPS doesn't work anymore, but I don't have the 3-6 hours that will be needed for Dell to agree with me that the GPS satellite receiver is faulty.
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Dell's Customer Service
Dell's customer service hasn't changed. I just spent a total of 8 hours on the phone before I started shouting at them to send a service rep as per my expensive 4 year warranty
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Terrible C/S
I tried out a Dell XPS computer and it was having problems.
The tech service and customer service could never resolve the problem and I was able to send it back before the trail period expired. Thank god because Dells cutomer service is run by a bunch of retards. If your going to outsource to India make sure your employees can communicate and understand what to do to fix problems. They were clueless and one tech guy even fell asleep on the phone while running a dianostic on the problem computer. Mike Dell needs to go have a cup of tea and pull his head out of his a**.
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ACTUALLY THERE PHILIPPINES
I cannot officially say that but lets just say I know the company that works for them, and yes we have to go by scripts unfornately since all the companies we work for require us too and will fire us if we don't since we are monitored almost daily at least 4 times.
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Laptop for Christmas
Thanks for this information, I was planing to buy a laptop or computer this Christmas
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Sending Bills
I'll have got several calls for not paying the december bill, when I respondt to there "collection Co " they tell my that even if do not recive a bill I'll should know and paid any way becouse they DO NOT HAVE A OBLIGATION TO SEND A BILL,JUST ACOURTESY1111 What??????????? so they charge me late payment fees, also the ooriginal interes rate suppots to be around 9%, they send the firts bill to a wrong addressso they change the interes rate to 29.9%!!!!!!!!!ha,ha,haha.so after more then two years paying $100.00 a month I still ow then more then $ 2.500.00 for a pice of equipment thatcost $3.000.00!!!!
I'm going to sued then in federal court soon.
Joseph Canton
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Sending Bills
I'll have got several calls for not paying the december bill, when I respondt to there "collection Co " they tell my that even if do not recive a bill I'll should know and paid any way becouse they DO NOT HAVE A OBLIGATION TO SEND A BILL,JUST ACOURTESY!!!!! What??????????? so they charge me late payment fees, also the ooriginal interes rate suppots to be around 9%, they send the firts bill to a wrong addressso they change the interes rate to 29.9%!!!!!!!!!ha,ha,haha.so after more then two years paying $100.00 a month I still ow then more then $ 2.500.00 for a pice of equipment thatcost $3.000.00!!!!
I'm going to sued then in federal court soon.
Joseph Canton
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Poor Dell Software Technical Service
I purchased a new Dell Inspirion 531 3 mos. ago, and :
1.) I am very displeased with the Software Technical service purchased with the unit. Sales assistant mislead me on capability provided with extras, which have not yielded any benefit: e.g., Roxio CD/DVD creator; Belkin transfer cable; On-line music download capability; 1 yr. 24 hr. support; etc.
2.) I did however, find the hardware technical support to be timely & efficient.
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Dell service
I have purchased Dell computers for the past several years, but last month purchased an Apple. My son also owned Dells, but he also purchased an Apple three months ago. The reason - poor customer service and support from Dell. It is too late for Dell to win me or my son back.
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How About doing some Self Help Desk Support?
After 30 plus years in computer biz, nothing surprises me anymore. So, with that, why not some Self Help Desk work? Try that link to see how it works for you.
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Re: clearing a doubt
I believe you are saying that when on battery power your screen is somewhat dim but when plugged in (on AC power) your screen is bright.
This is normal and is done to help preserve battery life. On my Dell Latitude D830 (and the others I've used over the years - my company purchases mostly Dell laptops) you can make it brighter on battery by using the Fn and up arrow keys together. Fn and down arrow makes the display dimmer again.
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dell CS
For some background I work at a call center in the US that contracts to dell to provide customer service for them.
I do not know anything about a difference of CS from Home to Business but I do know that my call center is XPS systems only. If your paying for a crappy $700 PC your going to get crappy CS in India most likely. If you buy a XPS you are going to be talking to an agent who has his CompTIA A+ certification and has gone through 6 weeks of dell training.
You get what you pay for.
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Dell
Dude,
You got a piece of junk...I hate Dell. I have a wedding business in South Florida and I can not afford to be without my internet and email as I have 2 websites for my wedding business. I have to be my own webmaster and marketing guru. I had a Dell and it had problems and the vista seemed to be a problem as well. I am not sure if it was vista or the Dell - but the tech support from India was useless. I returned the dell to the store for a refund less the 15 restocking fee and I purchaed a mac. Good bye dell go to PC *ell
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Service
When my Dell Computer "Crashed" big time (because of my error), the Dell service tech spent hours with me getting it back, drivrs and all even though I was past my warranty period. I have no problem with their service and will purchase a Dell again.
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Customer No service
Have spent 5 days attempting to place order for laptop. Placed order and next day got coupon for 250.00 discount if over 999. Since it as close to 999 contacted cust sve to see about adding services to bring up to 999. Rep said no problem would add warr service extensions to bring total up- requested no changes in hardware or programming. Rep said he would duplicate order add ext warr and cancell orig order. Said he would email copy of order. Re-do took him about 2 hours. Sent e mail but it was late so I shut down. In the morning I printed the email and on review found he had changed computer pkg to less costle and program to Vista BASIC- not what I had ordered. When I called back the rep said they would cancel the order. I was told to call back and place a new order. I attempted again and got as far as the coupon when rep advised I could only use the coupon on line. (Coupon had phone # on it to call with option of web site ref) Again they cancelled to order. WILL CONTINUE*****
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Customer (Lack of) service
AFTER 3 ORDER ATTEMPTS and last one telling me I had to order on line to use coupon I waited 2 days and re-entered the order on line. After about an hour of searching features finally came up with the correct order. Got as far as application of the coupon when it came back with- coupon already used - appears first order that was canceled used the coupon and thereby made it useless. Re=entered order as originally placed before coupon fiasco. Called customer service next day to advise of difficulty experienced. Was told "sorry you had that problem-I will tell my manager" NO RECOVERY OFFERED. i THINL THIS IS THE LAST DEALING WITH DELL- THEY REALLY SUCK
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Dell Customer Service
The biggest bunch of douche bags I've ever encountered.
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Dell service, quite simply, sux. Nothing else to say except speaking English must not be a requirement to get a job in their service department.
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Dell's Rip-offs
Dell has had my laptop for repairs since 20 June 08 and I have had to listen to repeated excuses as to why I have not recieved my laptop back from repairs. I was finally told they lost it in Jul'08 and only found this out through my persistence that they had the laptop. Not one call from them and nothing but put offs from email and chat lines with Dell customer service and then I find out on 4 Aug 08 that Dell re-registerd, refurbished and sold or sent my laptop to another customer. No apology from Dell yet and they want me to wait another 16 days while they try to find another laptop that they can refurbish and send to me. This is not customer service...this harassment from Dell and I can't believe they had the audacity to ask me to wait another 16 days. In Texas, we call what they did with my laptop theft and I am in the process of obtaining names of Very unhappy Dell customers that feel they were ripped off for a class action suite against Dell and Dell Finanical Services since even with all this crap, I have not defaulted on my payments to them. Dell is nothing but a Rip- off with no concept of what customer service is. Thank You, Reta Heard.
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DELL SUCKS SHIT
CUSTOMER SERVICE SUCKS. I WAS ON THE PHONE FOR AN HOUR AND A HALF, I WAS LIED TO, AND HASSLED. WHY SHOULD ANYONE WASTED THEIR LIFE FOR COMPANIES SUCH AS THIS, WASTING THEIR TIME ON THE PHONE HOPING FOR A PROBLEM TO BE RESOLVED? LIFE IS TOO SHORT AND THESE COMPANIES CAN FUCK OFF!
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150 million
why dont they give their customers the money in rebate form and see if it helps their rating. prob not
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dell spends millions on customer service
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dell spends millions on customer service
but say sir do the needful and bow down adn say would u like a slurpy with that dell order or my favorite camel deodorant.
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