Dell Customer Service really does Blow

[philipwhiteold]

After having delt with them myself I tend to agree.
http://asia.cnet.com/newstech/systems/0,39...39169310,00.htm (http://asia.cnet.com/newstech/systems/0,39001153,39169310,00.htm)

[rajc007]

Not sure if its just the language gap of their offshore reps, but I can't seem to communicate my problem to the Dell rep. I called today regarding a problem with my 2 week old laptop, they said it was most likely a problem with the hardware and transferred me to sales without allowing me to respond.

After buying 3 Dell laptops in the past, I think I will by a lower-priced generic one next time.

[philipwhiteold]

I was suppose to get a rebate code in the mail when I bought my laptop. Its been since the end of December and nothing has come. I never get a hold of real people when I called them. You must have been lucky.

The laptop is great but I'm a bit worried to see how many loops I would have to run through to get something fixed.

[manishg_123]

The problem is not with the reps . Certainly not ! The problem is the age-old problem of businesses. And that is : Make hay when the sun shines (No Milk the company when it is making money ).... As if there was no tommorrow ! Hurry up generate cash....as much cash as possible. Gather all of it.. !!!

Any and every quality of call center reps are being hired to do Dell Call center support which is very technology specific work. I have met many of these representatives personally. These are people who have started using a computer only about a year back. And only for Yahoo Mail or Chat !! Make no mistake about the talent there in India, please. Just like in every other country in the world, there are brainy people in India. Proportionate to its population they are much more in number than in US or UK.

The problem is not being able to put the right talent in the right place. That is where Dell's managers are at fault. They would be fools to let there customers go talk to an undergraduate college kid about solving their computer's problem. But then thats what they are doing. Putting the entire blame on Outsourcing and India is similarly stupid.

-M

[mnphysicist]

I see nothings changed... When I bought my 2 Dell notebooks in 93, their service really sucked.... Eg, my cmos battery died early on, tech support says I need a new motherboard.... $4800. I don't think so, yet no one could tell me how to set the bios to the default settings so I could reconfigure it.... I had to reverse engineer their board to reset it.... Those were my last Dells.

Ron

[jokiseki]

Yes i agree wholeheartedly that Dell's service needs plenty of improvement. I bought one of their PCs and I had to wait for more than half a year for the rebate! N to make things worse, I had to call repeatedly to check it out cos apparently, they claimed to have sent it to the wrong address! After this, I told myself not to buy another Dell product. The PC is as good as its service. In a year, it broke down, just right after warranty period.

[subnet_rx]

I've got to agree here. And I also agree that the outsourcing is a problem also, there's a definite communication barrier.