CRITICAL ERROR!

Question

My mother-in-law has an Inspiron 5593 laptop with the usual issues related to excess heat retention inside the case-- keyboard failure, video/graphic glitching or screen going blank, Processor (i5-10th Gen) throttling all the way down into safe mode because it is burning up. Read the forums--- there are LOTS of people experiencing this---

...but that is Not the problem here.

The problem is DELL SUPPORT. It is BROKEN and is suffering from a CRITICAL ERROR! I am afraid the structure and policies in place at DELL SUPPORT are so dysfunctional that techs and customer care managers are unable to READ these community forums and see the huge numbers of people who all have the same problems with the 5593 laptops. It is mystifying! Their job is to help customers, but they are somehow suffering from some kind of mass-psychosis in which they deny reality itself. They seem to live in their own little echo-chamber and are only allowed to believe what someone (upper management?) has told them is real.

That altered perception of reality seems to go all the way to the top. I was told "that's your opinion" by a senior tech manager who said he was THE senior top-level manager for ALL support when I explained to him why a processor would throttle down to safe mode crippling performance (like waiting 40 seconds for 10 typed characters to appear on screen). I truly fear for the mental health of those who work in that division of Dell, as the pressure to comply and conform must be so intense that they no longer accept truth and can no longer distinguish what is moral, ethical, or responsible.

What can we do to help Dell Support regain their collective mental health?

sdkidx · Accepted Answer

I think the solution to the dysfunctional behavior and lack of ethics within Dell Support is to bring in a team of Organizational Psychologists to get to the root of the dysfunction, and have the most unethical irresponsible members of that team fired.

Then, they could rebuild the division with a training program based on the concept of acknowledging inherent flaws in products and acting with ethics and morals to correct issues-- you know-- things like not blaming customers for Dell design flaws or dismissing the collective experiences of hundreds or thousands of customers. Treating customers with Respect.

I know-- it's a crazy concept-- especially considering the state of Dell Support today. I think it can be salvaged though. Maybe they'll start with the flawed horrible computer with the design failure inherent in the Dell 5593's. Yeah, like the one I bought for my Mother-in-law.

Step into the light Dell Support.

Do what's RIGHT Dell Support.

I sense the good in you. Give in to what is right, ethical, and moral, and do the Responsible thing Dell Support. Show them all you can do it.

sdkidx · Answer

Perhaps they all need some group counseling?

sdkidx · Answer

Does Dell only hire sociopathic personalities for their support positions?  Or is it just the top-level managers who are sociopaths?

Inspiron

CRITICAL ERROR!

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