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Props to Dell

post #1 of 16
3/3/05 at 9:41am
Thread Starter 
I've had an issue with Dell recently and was angered by the way the staff in India handled my complaint (hanging up,putting me on hold for Yoda's lifetime x2,pretending not to understand me,not understanding me,being impossible to understand,ignoring me etc.) so i emailed a bunch of senior vps in the US.


Amazingly, two of them replied and genuinely seemed to care that I'd had a rough time of it.

So it's only fair that as I have bashed them recently I highlight it when they do something good. I would certainly consider buying from Dell now.


However,no matter what anyone says the Indian thing has been a disaster for us home users. I don't want to have to go through hoops to get in touch with someone from Dell who isn't just about $ with no regard for customer care.
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post #2 of 16
3/3/05 at 9:55am
I spoke to a Indian Salesman over the phone. And his accent was so thick I honestly couldn't understand 95% of what he said.

I try to be honest to everybody. So I'm honest in telling you that too.

The accent was so thick it wasn't decernable english most of the time. But it all worked out. And I'm happy.

I'm sorry if this sounds geared to be a downer. I'm just telling you what happened. I love Indians, every color, and shape of people, and the way about them etc...
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post #3 of 16
3/3/05 at 10:02am
Ya, it was hard to understand them sometimes, but, I was suprised at how polite they were. I insisted they send me a copy of the actual order (not just the quote) so as to ensure that what I said was what they actually heard.
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post #4 of 16
3/3/05 at 10:47am
I called the "lovely" tech number when I couldnt get my wireless WEP key to work, and spent 1.5hrs on the phone with some guy named Adrian. After 1.5 hours of being put on hold (because he obviously didnt understand a word I was saying either), I figured out the problem myself and hung up. And I paid for extra warranty and support for what?????? Thats my only gripe with Dell.
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post #5 of 16
3/3/05 at 10:50am
Quote:
Originally Posted by solobaricsrock3
I called the "lovely" tech number when I couldnt get my wireless WEP key to work, and spent 1.5hrs on the phone with some guy named Adrian. After 1.5 hours of being put on hold (because he obviously didnt understand a word I was saying either), I figured out the problem myself and hung up. And I paid for extra warranty and support for what?????? Thats my only gripe with Dell.
That's why I only bought the 1 year on my new laptop. Other than something being actually broken I just resolve it myself because most of the phone support people are worthless (not worthless as people, just worthless when it comes to actually knowing the resolutions to problems beyond powering on the system).
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post #6 of 16
3/3/05 at 11:01am
Yes I am looking to extend my one year to just two years and I would liek to have complete care on that just incase my lcd wants to throw itself in front me when playing panitball or something.

But come on home support may not be a big cashcrop for them and they think home users dont mind being put on hold for 1-3+ hours.

I dont think I should have to pay extra for support so I can get to a tech quicker cause it bumps me up higher in the queue. I remember when I could call Dell and talk to someone who actually had a clue about what they were doing and I could understand them. I did not have to have some super duper primere account with 3 sacraficial chickens nor did I need to resort in buying a business class laptop or system to get tech support in america.

Every CS/TS that has ever been outsourced at a company I have done business with has been complete and utter misery. For all the main reasons people gripe about when needing an issue fixed.
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post #7 of 16
3/3/05 at 1:25pm
I recently figured out that the 4 year at home service plan would be a lot cheaper than I thought and figured I'd get it just incase something breaks. However, I've not been able to get anyone to do anything about it. Nobody can modify my order, nobody can cancell it so I can reorder it, and nobody is in the right department to make this adjustment for me. Now the sale changed and I don't want them to mess up the pricing on my system.

So how did you email the higher up people at Dell? I'm curious now because I"m getting garbage from the lower people in email.
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post #8 of 16
3/3/05 at 2:44pm
[quote=dlinkin]
The accent was so thick it wasn't decernable english most of the time./QUOTE]

Those of us who speak the Queens english have the same problem with you Colonials sometimes...
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post #9 of 16
3/3/05 at 3:27pm
Well, yesterday I had to call Dell for two machines, I needed a new screen for my new M70, didn't like the back light issue and I had to get a replacment battery for a new 8600 that came with busted plastic. For the M70, it was english all the way and the dell guy was here this morning switching the screen out. On the 8600, I got India, lousy english, on hold several times, but since it was just to replace the battery, the call get completed. Now we'll see if the new battery shows up. The 8600 was $2,800 and the M70 was $5,800. so I guess we get what we pay for.
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post #10 of 16
3/3/05 at 3:58pm
I hope this forum is not Dell bashing (which is quite popular I notice). But I myself have grievances.

In order to raise it (for what it is worth), write a "stinker" - let your (hopefully true) emotions run out on email. List down how your time was wasted.

But do not abuse or use derogatory terms. Last week I was spent 2-3 hours getting to know whether RAM from Dell voided my warranty. That and a few more hours when trying to change my orders. Ofcourse they never answered my questions.

Writing a terse email did get a response from them on how much they want customers to be happy yada yada yada. I believe after that it can work faster.

I think Daddyof3Girls has had a similar experience of improved service after sending an email like this. You should get that thread if you search.

ps: Daddyof2Girls - I didnt misspell your name by mistake
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post #11 of 16
3/3/05 at 4:14pm
My view is that I am thrilled to be able to reach human support for the computers I buy at Dell. Sure, their behavior can be somewhat robotic, but if you've ever tried to reach support at other consumer electronics companies, you know how hard it is to actually reach a human.

Dell sells me nice computers and other devices for far less than I can find them elsewhere, and on top of that, they give me accessible human support. I really find this amazing!
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post #12 of 16
3/3/05 at 4:14pm
Har har.........

I will say (after my "horizontal lines" debacle) that my experience yesterday was actually pleasant. I spoke with an Indian CSR (female) who was VERY good at diagnosing my problem and then her manager got on the line and confirmed that I was being taken care of and I let both he and her know that she had done her job VERY well.

I think the MO is going to be that before Dell would ever pull out of India completely, they are going to push hard to *perfect* (if that's possible) the Indian-CSR thing by micro-managing every instance of troubleshooting/service/returns/etc.

And what was it that gal said on the Oscars the other night? Oh ya......

"And as we say back home.....That's the dog's blocks!!!" <---Did I say that right???

Hardy har har !!!
[quote=Panuno]
Quote:
Originally Posted by dlinkin
The accent was so thick it wasn't decernable english most of the time./QUOTE]

Those of us who speak the Queens english have the same problem with you Colonials sometimes...
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post #13 of 16
3/3/05 at 7:01pm
Quote:
Originally Posted by redgtxdi
Har har.........

"And as we say back home.....That's the dog's blocks!!!" <---Did I say that right???

Hardy har har !!!
It's the "Dog's Bollocks"
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post #14 of 16
3/3/05 at 7:11pm
LOL!!! Daggummit........I knew it!! I was going to type "bullocks" but I am clueless as to which either would mean.

So what does that mean "literally" and then "figuratively"?? (Though I assume I could figure out the "figuratively" part....LOL)

TIA!!
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post #15 of 16
3/3/05 at 7:16pm
Well literally, its the dogs testicles.
Figuratively it means its brilliant, great, the best, in short something you're really happy with or about.

HTH
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post #16 of 16
3/3/05 at 7:29pm
While I haven't had to deal with their support side, I have had to deal with the financial side which also has it's call center in India. That has been a total nightmare I have to admit. Ended up having to reach higher up's here in the state to get the matter resolved. It's terrible. I'm of the mind that if I were going to be dealing with folks from another country, I had better be able to speak the language well enough to be understood easily. Just the way I am.

I'm sure that dell itself has little to do with who gets hired at the india call centers, thats up to the companies there to deal with.

Oh and as for the dog bollocks/testicles thing going on....Here in the South East US, it's the Muttz Nuttz. Though I have to admit, british insults sound so much better that what we use states side.
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