WOW, SEEMS TO ME LIKE YOU WERE THAT ONE IN A MILLION TO WIN THAT GRAND PRIZE SUPPORT....
CONGRATULATIONS....
Then there would be 10's of thousands of service complaints, not just 100 people complaining over and over. Even with their high end systems, I wonder what % of customers are satisfied overall ? I would bet the % is pretty high. They sell a lot of 'em , so they are doing something right :smileywink:
No one is denying that Dell sells many computers to happy customers, however, when Dell sells an XPS, that buyer pays more for specialized support. I'm not sure what kind of computer you own CCrusher, but I am one of the unhappy XPS 700 purchasers and I can tell you, we are not getting what we paid for. Are our numbers signicant in the big picture, probably not. But considering that Dell has preached, lately, about how they want the enthusiast market, and we are paying for specialized support, I don't think it's too much for us to ask to get simple answers as to the capabilities of our machines. I am happy that you are satisfied with the level of service you have received, but don't assume that we are all whiners because we are not.
Message Edited by CHSIsupplier on 10-14-2006 08:30 PM
You appearently misread the OP's post and the reply that I responded to. It referred to "Exceptional Support"...which Dell does have. You are referring to hardware capability that is less than you desire. No one that you can speak to on the phone can fix that...my response was that you get "Exceptional Support", not everything that your heart desires. You read more than there was in my reply (where did I mention whiners?)
WOW, SEEMS TO ME LIKE YOU WERE THAT ONE IN A MILLION TO WIN THAT GRAND PRIZE SUPPORT....
CONGRATULATIONS....
Then there would be 10's of thousands of service complaints, not just 100 people complaining over and over. Even with their high end systems, I wonder what % of customers are satisfied overall ? I would bet the % is pretty high. They sell a lot of 'em , so they are doing something right :smileywink:
No one is denying that Dell sells many computers to happy customers, however, when Dell sells an XPS, that buyer pays more for specialized support. I'm not sure what kind of computer you own CCrusher, but I am one of the unhappy XPS 700 purchasers and I can tell you, we are not getting what we paid for. Are our numbers signicant in the big picture, probably not. But considering that Dell has preached, lately, about how they want the enthusiast market, and we are paying for specialized support, I don't think it's too much for us to ask to get simple answers as to the capabilities of our machines. I am happy that you are satisfied with the level of service you have received, but don't assume that we are all whiners because we are not.
Message Edited by CHSIsupplier on 10-14-2006 08:30 PM
No one is denying that Dell sells many computers to happy customers, however, when Dell sells an XPS, that buyer pays more for specialized support. I'm not sure what kind of computer you own CCrusher, but I am one of the unhappy XPS 700 purchasers and I can tell you, we are not getting what we paid for. Are our numbers signicant in the big picture, probably not. But considering that Dell has preached, lately, about how they want the enthusiast market, and we are paying for specialized support, I don't think it's too much for us to ask to get simple answers as to the capabilities of our machines. I am happy that you are satisfied with the level of service you have received, but don't assume that we are all whiners because we are not.
Message Edited by CHSIsupplier on 10-14-2006 08:30 PM
You appearently misread the OP's post and the reply that I responded to. It referred to "Exceptional Support"...which Dell does have. You are referring to hardware capability that is less than you desire. No one that you can speak to on the phone can fix that...my response was that you get "Exceptional Support", not everything that your heart desires. You read more than there was in my reply (where did I mention whiners?)
Apparently I read to far into the part where you said "100 people that complain over and over". I took that to mean whiners. My bad, I guess. And just to clear it up, customer support does not just refer to a happy voice on the phone. It also refers to hardware and software support. Support meaning, able to answer questions and solve peoblems. If you are satisfied just by hearing someone tell you to " have a nice day ", more power to you. I on the other hand, want someone who can support the product they sell.
Well, the forum needs balance. I guess until XPS700 owners get their way, it will be hard to post anything positive about Dell. But those issues involve Dell at the design level, not customer support.
I ordered my XPS 410 on 9/27 and was given an estimated shipping date of 10/26 and in fact received it on 10/11. It was shipped 2 day express as a courtesy.
When I put the system together I discovered that a bank of rear USB ports were not functioning so I called the technical support folks for help. The problem was fixed by letting the help desk take remote control of my system in order to throw the right software switches. Following that they answered a bunch of questions I had and remotely checked each area of the system that we were discussing. They did not hesitate to answer or do any task that I had questions about. It was the finest and the most complete level of assistance that I have ever experienced. I left that session with a big smile and boat load of confidence.
Thanks to the complete Dell team that made this whole experience fun to be part of - I appreciate it.
Howard
I have 2 other Dell computers. In the past they have been most helpful. That is why I was so surprsed at the lack of support and the ineptitude I encountered over and over again on multiple occasions regarding this order. I ordered my first Dell back in 2001 and my son's computer in 2003. Up until 2005, if I called for any technical support I was 100% happy. This time it has been a series of mistakes, starting from the first rep puttingin the wrong social security number, even though I went over it more than once. Then they canceled the order rather than call me to try to straighten it out. It could have affected my credit! Then the second order I put in they also canceled for no reason. I had to fight to get the third order and went from India to Phillipine to Panama ( at least there I could use my broken spanish to get my point across).
So just count yourself as fortunate that this time around you had a positive experience.
I have 2 other Dell computers. In the past they have been most helpful. That is why I was so surprsed at the lack of support and the ineptitude I encountered over and over again on multiple occasions regarding this order. I ordered my first Dell back in 2001 and my son's computer in 2003. Up until 2005, if I called for any technical support I was 100% happy. This time it has been a series of mistakes, starting from the first rep puttingin the wrong social security number, even though I went over it more than once. Then they canceled the order rather than call me to try to straighten it out. It could have affected my credit! Then the second order I put in they also canceled for no reason. I had to fight to get the third order and went from India to Phillipine to Panama ( at least there I could use my broken spanish to get my point across).
So just count yourself as fortunate that this time around you had a positive experience.
Wow, you did experience a customer service nightmare. Sorry to hear it.
But your statement also speaks of the tremendous quality of Dell's service and products....because even after your order being twice botched and cancelled, you continued to place your order with Dell.
...and no, I dont work for Dell. But as far as CS goes, they are really good. Perfect?....probably not. Who is ?
I have 2 other Dell computers. In the past they have been most helpful. That is why I was so surprsed at the lack of support and the ineptitude I encountered over and over again on multiple occasions regarding this order. I ordered my first Dell back in 2001 and my son's computer in 2003. Up until 2005, if I called for any technical support I was 100% happy. This time it has been a series of mistakes, starting from the first rep puttingin the wrong social security number, even though I went over it more than once. Then they canceled the order rather than call me to try to straighten it out. It could have affected my credit! Then the second order I put in they also canceled for no reason. I had to fight to get the third order and went from India to Phillipine to Panama ( at least there I could use my broken spanish to get my point across).
So just count yourself as fortunate that this time around you had a positive experience.
Wow, you did experience a customer service nightmare. Sorry to hear it.
But your statement also speaks of the tremendous quality of Dell's service and products....because even after your order being twice botched and cancelled, you continued to place your order with Dell.
...and no, I dont work for Dell. But as far as CS goes, they are really good. Perfect?....probably not. Who is ?
No CS is not perfect, but I work for a company tht utilizes CS and they are very strict. Heads rolll when stuff like this happens. We strive for excellence, and there is zero tolerance for less because they competition in our field is fierce. that's what happens when you are hungry. Dell isn't that hungry. I placed my order a third time because of necessity. If I had the cash I would have gone elsewhere, trust me. I just took the availability of the Dell Direct 0% offer for the XPS. I actually was planning on getting one of the Dimensions when the sales rep stated that I could get the XPS for 0% so that is what honestly happened.
noxps410yet
10 Posts
0
October 14th, 2006 17:00
dgerard
126 Posts
0
October 14th, 2006 21:00
CCrusher
250 Posts
0
October 14th, 2006 22:00
CCrusher
250 Posts
0
October 15th, 2006 00:00
You appearently misread the OP's post and the reply that I responded to. It referred to "Exceptional Support"...which Dell does have. You are referring to hardware capability that is less than you desire. No one that you can speak to on the phone can fix that...my response was that you get "Exceptional Support", not everything that your heart desires. You read more than there was in my reply (where did I mention whiners?)
noxps410yet
10 Posts
0
October 15th, 2006 00:00
Message Edited by noxps410yet on 10-14-2006 08:15 PM
CHSIsupplier
807 Posts
0
October 15th, 2006 00:00
No one is denying that Dell sells many computers to happy customers, however, when Dell sells an XPS, that buyer pays more for specialized support. I'm not sure what kind of computer you own CCrusher, but I am one of the unhappy XPS 700 purchasers and I can tell you, we are not getting what we paid for. Are our numbers signicant in the big picture, probably not. But considering that Dell has preached, lately, about how they want the enthusiast market, and we are paying for specialized support, I don't think it's too much for us to ask to get simple answers as to the capabilities of our machines. I am happy that you are satisfied with the level of service you have received, but don't assume that we are all whiners because we are not.
Message Edited by CHSIsupplier on 10-14-2006 08:30 PM
CHSIsupplier
807 Posts
0
October 15th, 2006 02:00
Apparently I read to far into the part where you said "100 people that complain over and over". I took that to mean whiners. My bad, I guess. And just to clear it up, customer support does not just refer to a happy voice on the phone. It also refers to hardware and software support. Support meaning, able to answer questions and solve peoblems. If you are satisfied just by hearing someone tell you to " have a nice day ", more power to you. I on the other hand, want someone who can support the product they sell.
CCrusher
250 Posts
0
October 15th, 2006 03:00
SisLadybug
36 Posts
0
October 15th, 2006 14:00
CCrusher
250 Posts
0
October 15th, 2006 16:00
SisLadybug
36 Posts
0
October 17th, 2006 17:00
No CS is not perfect, but I work for a company tht utilizes CS and they are very strict. Heads rolll when stuff like this happens. We strive for excellence, and there is zero tolerance for less because they competition in our field is fierce. that's what happens when you are hungry. Dell isn't that hungry. I placed my order a third time because of necessity. If I had the cash I would have gone elsewhere, trust me. I just took the availability of the Dell Direct 0% offer for the XPS. I actually was planning on getting one of the Dimensions when the sales rep stated that I could get the XPS for 0% so that is what honestly happened.