Message to Michael Dell - Page 3

All I wanted to do was order some hinges for a customers 8100. Two CSRs gave me part numbers for a set of hinge covers despite my explanation of exactly what I wanted, the third wouldn't even entertain looking for the part without a servicetag.
All three were obviously from India or wherever they're hiring from now.
Anyhow I gave up, told the customer I couldn't get hold of the parts and recommended he look to another vendor to buy a laptop.

12 months ago this would never have happened.
I've bought countless parts and machines from Dell and have worked as a repair tech directly for Dell because I truly believed in their products and the way they handled customer service. Things were great and it was a real pleasure to talk to a CSR about a warranty issue or ordering a spare part.

Bear in mind that this as objective as it gets, I've been on both sides of the fence and have seen the gradual and honestly saddening state of affairs at what was once a truly superb and pleasurable place to do business.

It looks like Dell aren't the only company to slide. I ordered a part for a current model Gateway laptop 6 weeks before Christmas, I made sure I ordered it in time as my customer needed the part for a machine he was giving as a Christmas gift.
My credit card was duly charged and was given a ship date of late November.
Mid December arrived but my part did not so I called Gateway who informed me that the order had been cancelled. I asked why, the CSR explained the part was not in stock (Even though it was at the time of the original order)
I asked the CSR why my card had been charged to which she couldn't answer - she was literally clueless to which I thanked her for not letting me know my oder had been cancelled.
To cut a long story short I was out of pocket for $230 until they refunded my card which could take up to a month according to the CSR which, for a one man repair setup, is a bad thing especially at Christmas.
I ended up buying the part from eBay, I'd have bought the Dell hinges from there if I could have found them.

Apologies for the rant.

Edit: To keep OT, a message to Michael Dell. Sort your shit out.

what's wrong with outsourcing? Yo mike, please stop outsourcing your tech support during the night to people in India. I'm not trying to be racist, but I can't understand the thick accent. I'm glad to see that this was mentioned on google's news site and you have scaled back on the indian support.

I'm very happy with the way I was treated the last time I broke my screen and the accidental damage covering it. Called dell, next day purlorator came and two days later it was back brand new. They even put it in a new box with styrofoam that fit the laptop perfectly because I sent it out in a busted up box. The bios version was also upgraded for me. Good stuff.

I recently purchased a second laptop, and the guy was trying to reject my $150 coupon. I said it's on your website, its valid and if you don't accept it I'm not buying it. I was put on hold for 10 minutes, and then he's like oh yeah it works now. Please... you can afford to lose 150 dollars to a student.

Mike you cheap bastard, you still owe me that round.

Mike, Mike, Mike. Whatever happened to your company? I remember the good old days, when owning a Dell was a really big deal and you almost wanted something to go wrong so you could talk to one of your ever-chipper CSR's. Now it seems like pulling teeth just to get an invoice. I called your company because my laptop shipped without a PCI door cover (that $0.01 piece of plastic on the bottom) and wanted one. After 8 calls, totalling 5 hours I was told that one would be shipped out, for a small fee. I said that I would not pay for something I already bought, and after 3 minutes I was told that they would send it free of charge. Two days later I get a package from you, but its not what I wanted. Stay posted for round 2.

Michael,

Pick up the phone, call your customer service center, after an hour or two of getting the run around, transferred to wrong extentions, getting folks that can hardly speak english, etc, I bet you fire the people you put in charge of building that organization out. If not, you should.

Go ahead, call your own support, I dear you!

Casus...
That's freaking awesome!

I have been a loyal customer since PC's limited. I have built my own computers and presently there are 2 dell laptops in my house, along with a plazma 42 in TV. ALL are working quite well. I dealt with a competitor and had more horror issues with them almost every time I had dealt with their customer service (as opposed to tech support).

I have gotten a few "end arounds" when calling customer support but on the whole my experiences have been quite positive.

Keep up the good work.


PS the "go ahead and call your own customer support" is not bad idea, it does support MBWA (Management By Walking Around), there are always improvements to be made regardless where the source originates (panama or India).


Tattooz

Well I've never called tech support - but I LOVE my 9200

Hey Mike,

Why don't you go and pick up one of your great screen protectors (the ones you sell on your website for laptops) and put it on your LCD screen.

After you realize how fugly it is to have a strip of adhesive on all sides that is visible on the screen, go smack yourself on the head. Hard. Really Hard. I wanna see some blood.

Also, why don't you ask a fair MARKET PRICE for your addons & upgrades when you configure a laptop. Anyone who pays close to $200 for 1 512mb SoDIMM needs their head examined and their purchasing ability withdrawn.

Oh, and btw, I'm still waiting for you to fix that crack in my I7k's lid (a rather notorious problem for the I7ks). You know, the one I called about while it was still in warranty? The one your dumb@ss reps said they couldn't fix because it was out of warranty. Nice job, d!ckweed.

Because of that little experience, I now only purchase loss-leaders from your company. And thats only if I get stackable coupons and rebates and free shipping. My original I700 was almost $3000. I got a new, top-of-the-line fully loaded I8600 for not even 1/3 of that. Lets see how long you really like all of Best Buy's "devils" now...


Oh, and please don't stop the outsourcing. It makes for some HILARIOUS websites dedicated to your wonderful company. Nothing makes you feel better about your problems than reading about some poor sap who's having an even worse time than you...on the web, for all to see.

I seriously doubt he checks these posts, but if he does...

I have to say that your CSR's suck really bad and you need to get a few that can speak decent english. Also, one shouldn't have to call numerous times just to get one problem fixed!!! I've spent many hours on the phone with your "wonderful" CSRs and Tech suport angents, half of which don't know what they're talking about.

You should look more towards happy coustomers and not unhappy ones with max complaints.

Hey, better yet, why don't you all go out and start your own companies with your great ideas! Why let Mikey have all the fun and "glory". Then, if you can actually keep yourself in business long enough to have enough customers create a forum about your products you can be all wise an shit and listen to your customers ask you to give them a better product for less money all they while constantly drooling over your shit like they're gonna die if they can't get more.

By the way, is it OK if I say "shit" in here? If not, please substitute the word "feces" or something similar in your mind when reading this post.

To be quick about it, in which case Dell customer unsupport cannot do, Customer support sucks!!!!!!!!!!!!!!!!!!!!

do you actually think a great capitalistic society can achieve greatness by sending all the jobs out of the country. you see how out-sourcing is so great when you are eating from a soup line, and someone in india has your job.

Dear Mikey,

I've loved my dells and will continue to buy them. Thanks for making good products at prices I can afford. And how about another $750 coupon after all the new sonoma's are released? I need a laptop to carry to class with me.

Thanks,
Justin

Hey Mike! Tell me this, you have on your site the Canon Rebel XT and on 4/7 i placed an order for this item, which was listed as ready to be shipped on the next day. Ok, after i placed the order (great price btw), it showed as it could be delivered only on the 4/22 or before. Yesterday i got an email saying it will be ready to ship on 5/5 or before, and if i wanted i could just cancel it. Here is my point, if you don't have an item, why list it then?
Things like this shouldn't be overlooked!!

Make the LCDs as good as the best Sony X-Brites consistently.

Please enable Sata and the new card slot in the XPS 2, both capable in the chipset...

Please put your response time in the specs for the display and then work on getting the best display possible for this machine. If Sony buys your machines and sells them, you should be able to get Xbrites from them.

Make sure you follow through on the Video card and offer upgrades in the future. One upgrade on the XPS 1 was kind of a slap in the face. If you do that on round 2 no one will believe its a feature anymore.

Talk to Seagate and get those 7200 100gb drives in 9300's and XPS 2's pronto. And make them the NCQ sata versions please

Talk to Corsair or OCZ and at least get us better timed DDR2 if you are going to charge us out the *** for RAM. $750 for 2gb is highway robbery but I'm sure you know that. Caveat emptor? At least if you were getting 533 @ 3-2-2-8 you might be happier paying that price.

Give us the honest lowdown on whether this thing will take a Yonah (and whether we can use only the single core version of Yonah). You already are testing designs of it, so let's get honest. I doubt folks would end their sale on the news but they'd be grateful for the honesty.

Sony Xbrite 17" and sata 7200 100gb with the ability to use a Yonah single core later would really bring this to the cream of the crop. Isn't that where you WANT to be?

Thank you,
your customers