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CUSTOMER SERVICE NEEDS IMPROVEMENT
I have spent 5 plus hours today trying to get an upgraded OS for my new XPS 720, to go from Vista ultimate 32 to the 64 bit version.
I have been told by no less that 4 different persons in every department I called that:
1 Its not available.
2 We dont offer that, call Microsoft.
3 Why do you want to do that ? It wont work !
4 You cant do that, and
5 You have to change the motherboard out if I want to run Vista 64 ultimate.
6. Dont believe everything you read !
When I reference the thread in this forum that says I can do it, and give them the Dell document number that the forum moderator Chris references they say, it does not exist.
When I ask them for an Employee number, so that when I write a letter to Dell I can reference my conversation I am hung up on.
When I ask to move this up to a higher lever ie: a manager or above they say "they cant help you "
I have talked to India twice, Canada, possibly Haiti or Africa, and even the USA. All give the same answer.
So, is the information in this forum a lie, or is the rest of the compant asleep ?
Dell is quick to take my money.... but after the sale ?
This is my third Dell computer, and each time I said I would never buy another one, because of various issues. But I come back every 2 years, thinking things are better.
This is my last Dell.
In fact I say issue a pick up RMA and come get it. 1200 bucks is not much to Mr Dell, but its a lot of money to me.
Give Dell a second chance ? No, as today is the end of the 21 day "Dell takes it back " contract.
I will now spend my dollars on a computer from Mr Hewlett and Mr Packerd, God rest their souls.
I cant get much worse service from them I guess.
Please post this, as I think it does not violate your rules. Thank You
cademetz
1.3K Posts
0
April 25th, 2008 17:00
kill_dash_nine
61 Posts
0
April 25th, 2008 17:00
The general consensus is, no you cannot get a 64 bit disc from Dell. Yeah, so someone in a post said they were able to get it... doesn't make it true. Several people, including myself have asked Dell about this, and we all tend to get the same answer. "No"
"No" due to the fact that driver compatibility is an issue, and they'd need to open another 50 call centers to support the issues that can arise from it.
Cancel your order, buy an HP if you're than unhappy.
:smileyhappy:
JAQUEBAUER
33 Posts
0
April 25th, 2008 18:00
THIS IS THE THREAD, OR GO TO THE XPS DESKTOP SECTION AND SEARCH ON 'DELL XPS 420 VISTA 64BIT "
THIS IS A THREAD THAT A DELL MODERATOR HAS STATED WHAT I CONTEND THAT DELL CAN PROVIDE THE 64 BIT OS
http://www.dellcommunity.com/supportforums/board/message?board.id=Tech_Talk_XPS&thread.id=45970
AND SIR, I HAVE ASKED FOR MY CALL TO GO TO HIGHER LEVEL THAN FIRST LINE SUPPORT EACH TIME THEY STUMBLE WITH MY QUESTION.
AT NO TIME DID I REFERENCE "SOME RANDOM POST ON A MESSAGE FORUM" AS YOU CONTEND. THIS IS A DELL FORUM, AND IT REPRESENTS DELL AS A COMPANY. IN ALL CALLS TODAY I GAVE THEM THE FORUM PAGE AND HOW TO GET TO IT. I GAVE THEM THE SEARCH TERM, AND SPELLED IT OUT FOR THOSE THAT HAD A HARD TIME UNDERSTANDING AMERICAN ENGLISH. ONE LADY COULD BARELY NAVIGATE THE FORUM PAGE.
YES, I AM FRUSTRATED.......................MAYBE I AM EXPERIENG THE RESULT OF ALL THE LAYOFFS....ITS A DOWNWARD SPIRAL IT THEY CANT GET TRAIN AND RETAIN CUST. SUPPORT PERSONELL. DELL USEDT TO BE THE TOP DOG......NOW THERE NOT. AND IT SHOWS WHY.
WHO DID I CALL ?? ANYONE AT THE PHONE NUMBERS LISTED ON THE SUPPORT.DELL.COM PAGE IN EACH CASE AN AUTOMATED SYSTEM TRIES TO DIRECT YOUR CALL......I AM AT THE MERCY OF THE PHONE SYSTEM. BUT, ALMOST EVERYONE I TALKED TO WAS POLITE, EXCEPT THE LADY IN INDIA---SHE SHOULD LOSE HER JOB FOR TERMINATING THE CALL MID-SENTENCE.
I SAID WHAT I SAID---MAY MR DELL SHOULD GET BACK IN THE TRENCHES AND SEE THE WHOLE PICTURE.
IT WAS HOME USERS THAT PUT DELL IN THE BIG TIME A FEW YEARS AGO. DIRECT SALES, A TECHNICALL SUPERIOR PRODUCT, GOOD TECH SUPPORT. WHAT HAPPENED ?
YOU ASK A LOT OF QUESTIONS...ARE YOU A MID LEVEL MANAGER OR DIRECTOR WITH DELL ? IF SO, MAYBE YOU CAN DISCUSS THIS AT TH NEXT SALES MEETING
BELOW IS A SECTION OF THE POST I PASTED HERE;
DELL-Chris_M wrote:tasone,
=====
Document ID: 158098 Operating System Changes and Operating System Swaps - Dell Global Policy
This policy is for Windows Vista Ultimate and Vista Home Premium only. Linux/Ubuntu and FreeDOS are NOT eligible for operating system swaps from Dell.
32-bit to 64-bit (or vice-versa) for Windows Vista Only. If a customer expresses a desire to change their operating system from 32-bit capacity to the SAME version of the operating system with 64-bit capacity, this is permitted. An example of this situation is if the customer is running Windows Vista Ultimate 32-bit and wants to run Windows Vista Ultimate 64-bit. These swaps require no approval, nor does a replacement certificate of authenticity (COA) need to be sent.
Patrick Murphy
133 Posts
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April 25th, 2008 18:00
cademetz
1.3K Posts
0
April 25th, 2008 18:00
JAQUEBAUER
33 Posts
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April 25th, 2008 18:00
IT SUPRISES ME THAT THE RESPONDENTS TO THIS POSTING DEFEND SUCH MEDIOCRE CUSTOMER SERVICE.
AS FOR SHOUTING, IF YOU ARE OFFENDED BY THE USE OF CAPS, I FELL SORRRY FOR YOU.. GO OUTSIDE AND GET SOME SUN ...BUT PLEASE DONT WHINE THAT YOUR EARS HURT FROM USING CAPITAL LETTERS.
YOU SEE YOUNG MAN, I DONT HAVE THE USE OF ALL MY FINGERS SO IT IS HARD TO SHIFT AND UN -SHIFT A KEYBOARD.. FOR THE SAKE OF COMMUNICATION, YOU DO GET THE MESSAGE...ALL CAPS OR NOT
THIS FORUM IS RUN BY DELL, IS PART OF THE DELL WEBSITE, AND THERFORE DOES REPRESENT DELL POLICY, IF SUCH STATEMENTS ARE WRITTEN BY DELL EMPLOYEES, OR OTHERS THAT REPRESENT DELL.
ALL REFERENCES TO DELL DOCUMENTS ON THE AVAILABLILITY OF THE 64 BUT VISTA ULTIMATE OS WERE WRITTEN BY A DELL MODERATOR.
SMILE, BE HAPPY, AND TRY TYPING WITH ONE HAND AND THREEE FINGERS
JAQUEBAUER
33 Posts
0
April 25th, 2008 19:00
NEXT ON MY LIST TO SHOUT TO
* Michael Dell
Chairman and CEO
michael_dell@dell.com
* Donald Carty
Vice Chairman and CFO
donald_carty@dell.com
* Ronald Garriques
President, Global Consumer Group
ronald_garriques@dell.com
* Michael Cannon
President, Global Operations
michael_cannon@dell.com
* Mark Jarvis
Senior VP and Chief Marketing Officer
(Dude, You're Getting An Email!)
mark_jarvis@dell.com
* Lawrence Tu
Senior VP, General Counsel
lawrence_tu@dell.com
* Susan Sheskey
Senior VP, Chief Information Officer
susan_sheskey@dell.com
* Andrew Esparza
Senior VP Human Resources
andrew_esparza@dell.com
* Paul Bell
Senior VP and President, Americas
paul_bell@dell.com
* Stephen Felice
Senior VP and President, Asia
stephen_felice@dell.com
* David Marmonti
Senior VP, President, Europe, Middle East and Africa
david_marmonti@dell.com
* Brad Anderson
Senior VP, Business Product Group
brad_anderson@dell.com
* Jeffrey Clarke
Senior VP, Business Product Group
jeffrey_clarke@dell.com
* Martin Garvin
Senior VP, Worldwide Procurement
martin_garvin@dell.com
* Alex Gruzen
Senior VP, Dell Product Group
alex_gruzen@dell.com
* Joan Hooper
Vice President, Finance, Chief Accounting Officer
joan_hooper@dell.com
* William Gray
Board of Directors
william_gray@dell.com
Patrick Murphy
133 Posts
0
April 25th, 2008 19:00
Ryanh6178
670 Posts
0
April 25th, 2008 19:00
That's GREAT! =) oops I shouted.
You know I think it's kind of funny that, because you're sitting in this forum with this particular problem with this particular company and complaining that the support has just gone downhill (which I certainly won't deny being ex-tech support for Dell). You negative praise for the company of which you purchased 3 systems from over the last 6 years just bewilders me.
You stated that the customer service level is lacking. Well, ok. Also note that everytime my mortgage company calls me, they're foreign. Every credit card now asks "Hello I'm Bob" in their best foreign/English accent. The bottom line is that many companies see the benefit of cheaper support so they choose to seek oversees support. Ok, who cares.
You don't need to slam Dell. You need only ask some of the very talented and intuitive individuals in this forum to help you with your problems. (technically speaking). We utilize this forum for support on actual issues and suggestions to making our systems run better.
Please, if you want to slam Dell then write them a letter, but allow this forum to continue providing much needed solutions to the needs of these individuals.
This is not a slam, but I will say that it's time to relax.
Davet50
14.4K Posts
0
April 25th, 2008 19:00
JaqueBauer
Knock your self out ..
Patrick Murphy
133 Posts
0
April 25th, 2008 19:00
Ryan,
I had to google it up, but that's pretty funny.
tasone
182 Posts
0
April 25th, 2008 19:00
Hello
i can understand your problems, i am also having a few issues with support.
the problems i have is not one of them says the same thing as the next
i have vista 64bit is ONLY for servers.
to dell dont do any 64bit OS whatsoever.
and yes we can swap it for you, but i cant you need to goto customer care, and their tell you no, and your on-site cover is also not covered anymore!!!!!!!
andy
tasone
182 Posts
0
April 25th, 2008 19:00
he he
i remember CP/M what a pig that was to use, (i need to use this floppy, but i need to log it on, but i cant log it on, until i can see it, but i not able to see it until i log it on, oh what a good system that was)
CP/M plus was must better (not that showing my age a little bit :)
Andy
Ryanh6178
670 Posts
0
April 25th, 2008 19:00
I should complain about mine too as I'm trying to upgrade from Vista to CP/M.
;)
JAQUEBAUER
33 Posts
0
April 25th, 2008 21:00
I thought (mistakingly) that since Dell employees moderate this site, that possibly someone from Dell would act on my issue---since no one at the end of the phone will.
The non independent contributors are not the focus of my dissapointment...quite to the contrary. I learn more from the you, users and contributors every day, and as such I am thankful.
Your dedication to this company is most amazing. Your right, this is not the vehicle to express dissatisfaction with Dell.
In the future, all my rants will go elsewhere on the net. I will only pray to dell here