Customer Service

http://news.com.com/Growing+pains+hi...3-5162141.html

The March issue of Consumer Reports, which came out last week, included a
survey of 4,100 consumers, who gave Dell 62 points out of a possible 100 for
its support on desktop PCs. Although it still managed to top competing
brands Hewlett-Packard and Compaq, which scored 54 and 51, respectively,
Dell's rating represented a decline from the magazine's last desktop support
survey, published in June 2003, in which it received a 64.
"Kerry Goodnight" wrote in message
...
http://news.com.com/Growing+pains+hi...3-5162141.html

"Fixer" wrote:

The March issue of Consumer Reports, which came out last week, included a
survey of 4,100 consumers, who gave Dell 62 points out of a possible 100 for
its support on desktop PCs. Although it still managed to top competing
brands Hewlett-Packard and Compaq, which scored 54 and 51, respectively,
Dell's rating represented a decline from the magazine's last desktop support
survey, published in June 2003, in which it received a 64.

What did HP and Compaq get in the June 2003 survey?
--
OJ III
[Email to Yahoo address may be burned before reading.
Lower and crunch the sig and you'll net me at comcast.]

"Growing pains" my arse. Dell's customer support problems are very simple
and easily solved. This isn't rocket science for Christ sake. It just
takes the will and the MONEY! It appears Dell has neither since their
ratings continue to decline.

On the tech side it is plain and simple. Dell needs to bring back support
to the U.S. Foreign support centers for U.S. customers is a loser IMO. If
they refuse to do this because of cost then every single tech support call
needs to be examined. If the customer is constantly saying "what?" or
asking the tech agent to repeat themselves, then this agent has a
communication problem (assuming a clear telephone connection). Either get
rid of them or take them off and teach them understandable English. If they
have to keep putting the customer on hold to get information then get rid of
them or train them properly. If they can't solve a certain percentage of
calls on the first try without help then get rid of them or train them.

On the customer service side, empower the customer service reps to do their
job without bouncing customers between 3-4 different divisions in an endless
and frustrating loop of nobody being able to help. If a customer service
rep has to transfer you 2-3 times then YOU HAVE A PROBLEM with your customer
service model! If a customer has to call back repeatedly for the same
problem then YOU HAVE A PROBLEM with your customer service model! All this
run around is ****ing the customer off AND cost Dell money.

Measure this stuff and make managers bonuses dependent on fixing the
problems!


"Kerry Goodnight" wrote in message
...

http://news.com.com/Growing+pains+hi...3-5162141.html

You're right.

And I assume you're willing to pay an extra $100-200 for this?

Great!

Then just buy it through Small business and pay for Gold support.

Ever heard of "you get what you pay for?"

Buy a cheap Home machine and get offshore mediocre service.
Buy a better Small business machine and pay for onshort service.

How can they do what you want and still sell a $349 machine?

Tom
"Dogface" wrote in message
...
"Growing pains" my arse. Dell's customer support problems are very simple
and easily solved. This isn't rocket science for Christ sake. It just
takes the will and the MONEY! It appears Dell has neither since their
ratings continue to decline.

On the tech side it is plain and simple. Dell needs to bring back support
to the U.S. Foreign support centers for U.S. customers is a loser IMO.
If
they refuse to do this because of cost then every single tech support call
needs to be examined. If the customer is constantly saying "what?" or
asking the tech agent to repeat themselves, then this agent has a
communication problem (assuming a clear telephone connection). Either get
rid of them or take them off and teach them understandable English. If
they
have to keep putting the customer on hold to get information then get rid
of
them or train them properly. If they can't solve a certain percentage of
calls on the first try without help then get rid of them or train them.

On the customer service side, empower the customer service reps to do
their
job without bouncing customers between 3-4 different divisions in an
endless
and frustrating loop of nobody being able to help. If a customer service
rep has to transfer you 2-3 times then YOU HAVE A PROBLEM with your
customer
service model! If a customer has to call back repeatedly for the same
problem then YOU HAVE A PROBLEM with your customer service model! All
this
run around is ****ing the customer off AND cost Dell money.

Measure this stuff and make managers bonuses dependent on fixing the
problems!


"Kerry Goodnight" wrote in message
...

http://news.com.com/Growing+pains+hi...3-5162141.html

You get what you pay for. Any fool knows that.....

"Dogface" wrote in message
...
Hmmm.... I don't recall Dell ever calling out various levels of service
costing more and more money on any of their "award winning service"
commercials. Do home buyers see a line on their invoice that says
"Mediocre Service included"? It must be right under the line that says
"Torturous Customer Service included".

"Tom Scales" wrote in message
...
You're right.

And I assume you're willing to pay an extra $100-200 for this?

Great!

Then just buy it through Small business and pay for Gold support.

Ever heard of "you get what you pay for?"

Buy a cheap Home machine and get offshore mediocre service.
Buy a better Small business machine and pay for onshort service.

How can they do what you want and still sell a $349 machine?

Tom
"Dogface" wrote in message
...
"Growing pains" my arse. Dell's customer support problems are very
simple
and easily solved. This isn't rocket science for Christ sake. It just
takes the will and the MONEY! It appears Dell has neither since their
ratings continue to decline.

On the tech side it is plain and simple. Dell needs to bring back
support
to the U.S. Foreign support centers for U.S. customers is a loser IMO.
If
they refuse to do this because of cost then every single tech support
call
needs to be examined. If the customer is constantly saying "what?" or
asking the tech agent to repeat themselves, then this agent has a
communication problem (assuming a clear telephone connection). Either
get
rid of them or take them off and teach them understandable English. If
they
have to keep putting the customer on hold to get information then get
rid
of
them or train them properly. If they can't solve a certain percentage
of
calls on the first try without help then get rid of them or train them.

On the customer service side, empower the customer service reps to do
their
job without bouncing customers between 3-4 different divisions in an
endless
and frustrating loop of nobody being able to help. If a customer
service
rep has to transfer you 2-3 times then YOU HAVE A PROBLEM with your
customer
service model! If a customer has to call back repeatedly for the same
problem then YOU HAVE A PROBLEM with your customer service model! All
this
run around is ****ing the customer off AND cost Dell money.

Measure this stuff and make managers bonuses dependent on fixing the
problems!


"Kerry Goodnight" wrote in message
...


http://news.com.com/Growing+pains+hi...3-5162141.html

Hmmm.... I don't recall Dell ever calling out various levels of service
costing more and more money on any of their "award winning service"
commercials. Do home buyers see a line on their invoice that says
"Mediocre Service included"? It must be right under the line that says
"Torturous Customer Service included".

"Tom Scales" wrote in message
...
You're right.

And I assume you're willing to pay an extra $100-200 for this?

Great!

Then just buy it through Small business and pay for Gold support.

Ever heard of "you get what you pay for?"

Buy a cheap Home machine and get offshore mediocre service.
Buy a better Small business machine and pay for onshort service.

How can they do what you want and still sell a $349 machine?

Tom
"Dogface" wrote in message
...
"Growing pains" my arse. Dell's customer support problems are very
simple
and easily solved. This isn't rocket science for Christ sake. It just
takes the will and the MONEY! It appears Dell has neither since their
ratings continue to decline.

On the tech side it is plain and simple. Dell needs to bring back
support
to the U.S. Foreign support centers for U.S. customers is a loser IMO.
If
they refuse to do this because of cost then every single tech support
call
needs to be examined. If the customer is constantly saying "what?" or
asking the tech agent to repeat themselves, then this agent has a
communication problem (assuming a clear telephone connection). Either
get
rid of them or take them off and teach them understandable English. If
they
have to keep putting the customer on hold to get information then get
rid
of
them or train them properly. If they can't solve a certain percentage
of
calls on the first try without help then get rid of them or train them.

On the customer service side, empower the customer service reps to do
their
job without bouncing customers between 3-4 different divisions in an
endless
and frustrating loop of nobody being able to help. If a customer
service
rep has to transfer you 2-3 times then YOU HAVE A PROBLEM with your
customer
service model! If a customer has to call back repeatedly for the same
problem then YOU HAVE A PROBLEM with your customer service model! All
this
run around is ****ing the customer off AND cost Dell money.

Measure this stuff and make managers bonuses dependent on fixing the
problems!


"Kerry Goodnight" wrote in message
...


http://news.com.com/Growing+pains+hi...3-5162141.html

Just another "in defense of Dell". Pretty common with certain individuals
here.
"Dogface" wrote in message
...
Hmmm.... I don't recall Dell ever calling out various levels of service
costing more and more money on any of their "award winning service"
commercials. Do home buyers see a line on their invoice that says
"Mediocre Service included"? It must be right under the line that says
"Torturous Customer Service included".

"Tom Scales" wrote in message
...
You're right.

And I assume you're willing to pay an extra $100-200 for this?

Great!

Then just buy it through Small business and pay for Gold support.

Ever heard of "you get what you pay for?"

Buy a cheap Home machine and get offshore mediocre service.
Buy a better Small business machine and pay for onshort service.

How can they do what you want and still sell a $349 machine?

Tom
"Dogface" wrote in message
...
"Growing pains" my arse. Dell's customer support problems are very
simple
and easily solved. This isn't rocket science for Christ sake. It just
takes the will and the MONEY! It appears Dell has neither since their
ratings continue to decline.

On the tech side it is plain and simple. Dell needs to bring back
support
to the U.S. Foreign support centers for U.S. customers is a loser IMO.
If
they refuse to do this because of cost then every single tech support
call
needs to be examined. If the customer is constantly saying "what?" or
asking the tech agent to repeat themselves, then this agent has a
communication problem (assuming a clear telephone connection). Either
get
rid of them or take them off and teach them understandable English. If
they
have to keep putting the customer on hold to get information then get
rid
of
them or train them properly. If they can't solve a certain percentage
of
calls on the first try without help then get rid of them or train them.

On the customer service side, empower the customer service reps to do
their
job without bouncing customers between 3-4 different divisions in an
endless
and frustrating loop of nobody being able to help. If a customer
service
rep has to transfer you 2-3 times then YOU HAVE A PROBLEM with your
customer
service model! If a customer has to call back repeatedly for the same
problem then YOU HAVE A PROBLEM with your customer service model! All
this
run around is ****ing the customer off AND cost Dell money.

Measure this stuff and make managers bonuses dependent on fixing the
problems!


"Kerry Goodnight" wrote in message
...


http://news.com.com/Growing+pains+hi...3-5162141.html

I taught I taw a DellBot!
"Tom Scales" wrote in message
...
You're right.

And I assume you're willing to pay an extra $100-200 for this?

Great!

Then just buy it through Small business and pay for Gold support.

Ever heard of "you get what you pay for?"

Buy a cheap Home machine and get offshore mediocre service.
Buy a better Small business machine and pay for onshort service.

How can they do what you want and still sell a $349 machine?

Tom
"Dogface" wrote in message
...
"Growing pains" my arse. Dell's customer support problems are very
simple
and easily solved. This isn't rocket science for Christ sake. It just
takes the will and the MONEY! It appears Dell has neither since their
ratings continue to decline.

On the tech side it is plain and simple. Dell needs to bring back
support
to the U.S. Foreign support centers for U.S. customers is a loser IMO.
If
they refuse to do this because of cost then every single tech support
call
needs to be examined. If the customer is constantly saying "what?" or
asking the tech agent to repeat themselves, then this agent has a
communication problem (assuming a clear telephone connection). Either
get
rid of them or take them off and teach them understandable English. If
they
have to keep putting the customer on hold to get information then get rid
of
them or train them properly. If they can't solve a certain percentage of
calls on the first try without help then get rid of them or train them.

On the customer service side, empower the customer service reps to do
their
job without bouncing customers between 3-4 different divisions in an
endless
and frustrating loop of nobody being able to help. If a customer service
rep has to transfer you 2-3 times then YOU HAVE A PROBLEM with your
customer
service model! If a customer has to call back repeatedly for the same
problem then YOU HAVE A PROBLEM with your customer service model! All
this
run around is ****ing the customer off AND cost Dell money.

Measure this stuff and make managers bonuses dependent on fixing the
problems!


"Kerry Goodnight" wrote in message
...

http://news.com.com/Growing+pains+hi...3-5162141.html

Once again, just calling names, in face of the facts.

Dell Home service sucks.

I know that.
You know that.
Dell knows that.

For an average price under $1000, they accept that.

And sell millions.

Tom
"Jon Skidmore" wrote in message
...
I taught I taw a DellBot!
"Tom Scales" wrote in message
...
You're right.

And I assume you're willing to pay an extra $100-200 for this?

Great!

Then just buy it through Small business and pay for Gold support.

Ever heard of "you get what you pay for?"

Buy a cheap Home machine and get offshore mediocre service.
Buy a better Small business machine and pay for onshort service.

How can they do what you want and still sell a $349 machine?

Tom
"Dogface" wrote in message
...
"Growing pains" my arse. Dell's customer support problems are very
simple
and easily solved. This isn't rocket science for Christ sake. It just
takes the will and the MONEY! It appears Dell has neither since their
ratings continue to decline.

On the tech side it is plain and simple. Dell needs to bring back
support
to the U.S. Foreign support centers for U.S. customers is a loser IMO.
If
they refuse to do this because of cost then every single tech support
call
needs to be examined. If the customer is constantly saying "what?" or
asking the tech agent to repeat themselves, then this agent has a
communication problem (assuming a clear telephone connection). Either
get
rid of them or take them off and teach them understandable English. If
they
have to keep putting the customer on hold to get information then get
rid of
them or train them properly. If they can't solve a certain percentage
of
calls on the first try without help then get rid of them or train them.

On the customer service side, empower the customer service reps to do
their
job without bouncing customers between 3-4 different divisions in an
endless
and frustrating loop of nobody being able to help. If a customer
service
rep has to transfer you 2-3 times then YOU HAVE A PROBLEM with your
customer
service model! If a customer has to call back repeatedly for the same
problem then YOU HAVE A PROBLEM with your customer service model! All
this
run around is ****ing the customer off AND cost Dell money.

Measure this stuff and make managers bonuses dependent on fixing the
problems!


"Kerry Goodnight" wrote in message
...

http://news.com.com/Growing+pains+hi...3-5162141.html