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April 29th, 2005 01:00
Dell support has been lousy for me
Thanks for the reply AL. I am not angry at you or your colleagues. My frustration is aimed at the top management of Dell.
After 2 hours of hold time on phone and 8 hours of nonproductive telephone discussions with three customer care reps, two technical support people, and other miscellaneous people as well as nonproductive 1 hour "computer chats" and numerous personal perusals of your self help sites, I decided reluctantly to terminate any more attempts to discuss the problems with Dell. But my problems with Dell persisted even when I asked for my money back. After three attempts over a 1 hour period to get some one to give me a return authorization I finally got the numbers. At this point the customer care rep finally offered to send me a new system and to pick up the old nonfunctioning system. Due to the continuing inept support system at Dell I felt like this was not a good deal for me. If you(Dell) had made the offer as your first service rep promised after the first futile 2 hour session with me , I would have accepted and you would have kept a customer. I now feel obligated to tell everyone about the lousy Dell support system. Which I will do with out an apology from Dell and assurance from senior management that Dell will provide better service in the future
Please note that I bought a 4 year at home service policy -good 24/7 and weekends and nights- that covered all the components that I bought from Dell on this order. (There must be a lot of fine print that an old man like me can not read.)
I naively thought that this meant that if we(Dell and I) could not solve a problem over the telephone in a reasonable time that you(Dell) would send me a new computer or send some one to my house to fix the problem. I never once dreamed of the hassle of dealing with the Dell support system. It would take the patience of Job to deal with Dell without getting angry.
Dell has obviously overreached in the market place. Your management has failed to increase the support staff to deal with the increase in sales. You have too few service reps, too many computer failures and poorly trained reps in some cases. More attention needs to be placed on quality and employee training.
Short term profits may look good but I predict that Dell is headed toward some rough years with the emphasis on growth without a proper support system. Dell will crash and burn if changes are not made.
In the meanwhile I suggest that you and your friends sell all of your Dell stock before it goes lower in response to decreasing sales and earnings.
As a proven management consultant, I am willing to come to Austin and explain the facts of life to your Board and senior management.
I have an impressive resume if anyone is interested.
If you believe in your company, want to keep your job and want things to get better , you will forward this email to Michael Dell.
I believe that you will agree with my observations but that you may not have the guts to confront your management. However this is an opportunity for you to get some attention and advance your career. Top management generally likes people who talk straight. I think Mr. Dell will listen to you
Doyle Little
817-280-0607
----- Original Message -----
From: "US_CTS_Mobile_Support" <
US_CTS_Mobile_Support@dell.com
>
To: <
doylelittle@charter.net
>
Sent: Thursday, April 28, 2005 5:22 PM
Subject: Re: #Inspiron#DHS##29# eTrack#=22595W4F1YM4WF010 - Other/Don't Know (KMM14622014I21063L0KM)
Thank you for contacting Dell Technical Support.
Please accept my apologies for the difficulties you encountered with
your technical issues. I assure you that your situation is not
indicative of the quality service Dell is capable of providing. I
sincerely appreciate your taking the time to share your experience with
us. Your comments are very important to us and will assist in making
improvements.
Please provide a detailed description of the problem/issue you are
facing. Please also include the exact error message/syntax if any, so
that we can determine what the exact problem is and resolve it
accordingly.
You are a valued Dell customer and your satisfaction is our main
priority. I appreciate your patience and understanding
Respectfully,
Al
DT C20715
Dell Technical Support
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NemesisDB
2 Intern
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7.9K Posts
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April 29th, 2005 04:00
this is primarily a user to user forum, not a place to contact dell. if you want them to see the message you might try sending a letter to their corporate office or reposting on the customer care section of this forum
for what it's worth, I'm sorry things didn't turn out well for you ...