Customer Service

Dogface wrote:

Hmmm... don't recall seeing that in the Dell ads either.
Shouldn't buyers expect what they have been promised?
Namely "award winning support"?

So the cheaper Dell system buyers get support fair to bad support.
The middle of the line buyers get mediocre support.
The top of the line buyers get the best support.
I doubt that is the Dell service model.

When I bring my Toyota in for service, the service is just
as expected... Very good.

When my wife brings her Lexus in for service, not only is
the service very good, they give her a loaner, wash her car,
and numerous other "pluses."

Do ya think it might be because she spent more money?

Notan

Hmmm... don't recall seeing that in the Dell ads either.
Shouldn't buyers expect what they have been promised?
Namely "award winning support"?

So the cheaper Dell system buyers get support fair to bad support.
The middle of the line buyers get mediocre support.
The top of the line buyers get the best support.
I doubt that is the Dell service model.

"WSZsr" wrote in message
. com...
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

Kerry Goodnight wrote:
Just another "in defense of Dell". Pretty common with certain individuals
here.

yawn

This "news" is so old that it's growing a beard....... I doubt that there is
anyone out there who thinks that Dell's support has remained at the same
level it was years ago..... the other OEM's are still worse....

--
Regards,
Hank Arnold

"Kerry Goodnight" wrote in message
...
http://news.com.com/Growing+pains+hi...3-5162141.html

Ironically, you have just made the point in favor of Dell! The PC business
(especially the consumer side) runs on razor thin margins. Reality is that
if they kept the service at the level it was, say 5 years ago, they would be
losing money hand over fist and be in danger of going bankrupt.

Could they do a better job,? You bet!! Will you ever see that level of tech
support again? Not a chance!!!

--
Regards,
Hank Arnold

"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!

Actually it is EXACTLY Dell's service model.


"Dogface" wrote in message
news
Hmmm... don't recall seeing that in the Dell ads either.
Shouldn't buyers expect what they have been promised?
Namely "award winning support"?

So the cheaper Dell system buyers get support fair to bad support.
The middle of the line buyers get mediocre support.
The top of the line buyers get the best support.
I doubt that is the Dell service model.

"WSZsr" wrote in message
. com...
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

Just NOT the model they advertise they have.

Dell needs to stop lying to the home buyers.

Dell needs to stop conning people into believing they
have award winning support and they will get it.

Just be honest for once!

"Tom Scales" wrote in message
...
Actually it is EXACTLY Dell's service model.


"Dogface" wrote in message
news
Hmmm... don't recall seeing that in the Dell ads either.
Shouldn't buyers expect what they have been promised?
Namely "award winning support"?

So the cheaper Dell system buyers get support fair to bad support.
The middle of the line buyers get mediocre support.
The top of the line buyers get the best support.
I doubt that is the Dell service model.

"WSZsr" wrote in message
. com...
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

Except home buyers of expensive systems get low level service as well.
It is not what they paid, it is their status as a "home buyer" that sends
determines their level of non-service.

"Notan" wrote in message
...
Dogface wrote:

Hmmm... don't recall seeing that in the Dell ads either.
Shouldn't buyers expect what they have been promised?
Namely "award winning support"?

So the cheaper Dell system buyers get support fair to bad support.
The middle of the line buyers get mediocre support.
The top of the line buyers get the best support.
I doubt that is the Dell service model.

When I bring my Toyota in for service, the service is just
as expected... Very good.

When my wife brings her Lexus in for service, not only is
the service very good, they give her a loaner, wash her car,
and numerous other "pluses."

Do ya think it might be because she spent more money?

Notan

Then all they need to do is to STOP telling people they are getting "award
winning" tech support.

Be honest and tell them "our tech support ratings for home buyers have been
declining quite dramatically over the last few years as Dell has moved to
overseas support to dramatically reduce costs and unfortunately that has
resulted in hiring people that our customers cannot understand as well as
people who don't know anything about Dell products that isn't written in a
script."

Do the right thing and be honest. Don't screw and/or mislead customers.
Long lost values I guess.

"Hank Arnold" wrote in message
...
Ironically, you have just made the point in favor of Dell! The PC business
(especially the consumer side) runs on razor thin margins. Reality is that
if they kept the service at the level it was, say 5 years ago, they would
be
losing money hand over fist and be in danger of going bankrupt.

Could they do a better job,? You bet!! Will you ever see that level of
tech
support again? Not a chance!!!

--
Regards,
Hank Arnold

"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!

Dogface wrote:

Except home buyers of expensive systems get low level service as well.
It is not what they paid, it is their status as a "home buyer" that sends
determines their level of non-service.

As a Small Business purchaser, I had to pay more for Gold Tech Support,
in order to ensure that I'd get good support... It didn't come free,
just 'cause I wasn't a Home buyer.

I do, however, think that (optional) level of support *should* be available
to all purchasers.

Notan