• We’re currently investigating an issue related to the forum theme and styling that is impacting page layout and visual formatting. The problem has been identified, and we are actively working on a resolution. There is no impact to user data or functionality, this is strictly a front-end display issue. We’ll post an update once the fix has been deployed. Thanks for your patience while we get this sorted.

DELL CS suck

T

toant103

Lifer
ok, so my DELL axim navigator button crapped out. I call in for a replacement but they make me go through all these soft reset and restore a new rom. To top it off, I can't barely understand the CS rep.

AHHHHHHHHHHHHHHHHH
 
"I can't barely understand the CS rep."

so... if you can't barely understand him... does that mean that you can clearly understand him?

`K
 
Welcome to the wonderful world of outsourced customer service.

Nothing like telling an IBM rep that you can hardly understand that you need a replacement HD for one of your systems under warranty and they tell you to hold the phone up to the hard drive so they can verify that the drive is bad. I mean seriously WTF !?! Doesnt matter that I'm a desktop administrator they have to hear the heads bangin on the cylinders themselves.
Just another reason why Dell is now teh suck
 
Originally posted by: djNickb
Welcome to the wonderful world of outsourced customer service.

Nothing like telling an IBM rep that you can hardly understand that you need a replacement HD for one of your systems under warranty and they tell you to hold the phone up to the hard drive so they can verify that the drive is bad. I mean seriously WTF !?! Doesnt matter that I'm a desktop administrator they have to hear the heads bangin on the cylinders themselves.
Just another reason why Dell is now teh suck
Click to expand...
This is why Dell has not outsourced their corporate support. Sure, they screw the home customers, but whenever I have to place a call to them I face a 1 minute hold and someone saying hello from Texas.
 
Originally posted by: Kilrsat
Originally posted by: djNickb
Welcome to the wonderful world of outsourced customer service.

Nothing like telling an IBM rep that you can hardly understand that you need a replacement HD for one of your systems under warranty and they tell you to hold the phone up to the hard drive so they can verify that the drive is bad. I mean seriously WTF !?! Doesnt matter that I'm a desktop administrator they have to hear the heads bangin on the cylinders themselves.
Just another reason why Dell is now teh suck
Click to expand...
This is why Dell has not outsourced their corporate support. Sure, they screw the home customers, but whenever I have to place a call to them I face a 1 minute hold and someone saying hello from Texas.
Click to expand...
No kidding. If anything, their corporate support has gotten even better. 🙂
 
You can actually get to their CS? I usually sit there in automated menu hell unable to get to a person..and when I do I have the wrong dept., get transferred, and then get hungup on🙁
 
You can actually get to their CS? I usually sit there in automated menu hell unable to get to a person..and when I do I have the wrong dept., get transferred, and then get hungup on🙁
 
I think Dell's support is great. When I had to return my laptop the sales dude told me that he has to ask me
to do all these tests. I told him I will comply so I can get my return number... 10 min later, we went through
all the rediculous tests, and I got my return number. Customer support requires co-operation from the caller
too 🙂

Oh, and everytime I've called them, I got someone on the phone in 5 min.

 
The guy in CS has to go through a series of questions before he can order the hd for you. Did you actually think you could call up, say you need a new hd and they'd say ok, no questions asked, we'll ship it out today?

Give the guy a break. It's his 9 to 5 - I'm sure it's not his lifelong goal.
 
Originally posted by: Medea
The guy in CS has to go through a series of questions before he can order the hd for you. Did you actually think you could call up, say you need a new hd and they'd say ok, no questions asked, we'll ship it out today?

Give the guy a break. It's his 9 to 5 - I'm sure it's not his lifelong goal.
Click to expand...

Ok I should have clarified -- I am a corporate customer - I am in charge of all of our desktop machines, we are an IBM business partner and I am a certified technician, I believe that my telling them that the machine is still under warranty and that I have tested the drive and determined that it is bad should be enough-- I mean seriously what can you tell about a hard drive by having someone put the receiver next to it ????

 
Originally posted by: CrazyDe1
You can actually get to their CS? I usually sit there in automated menu hell unable to get to a person..and when I do I have the wrong dept., get transferred, and then get hungup on🙁
Click to expand...

I just select none of the options listed is the problem then I get a body. I can feel for toant103 I went through the same crap ordering a couple systems for my business.


Ausm
 
Originally posted by: Mucman
I think Dell's support is great. When I had to return my laptop the sales dude told me that he has to ask me
to do all these tests. I told him I will comply so I can get my return number... 10 min later, we went through
all the rediculous tests, and I got my return number. Customer support requires co-operation from the caller
too 🙂

Oh, and everytime I've called them, I got someone on the phone in 5 min.
Click to expand...

I've tried to comply, but if you deviate from their flow charts, they get confused. I waited 20 minutes for a customer support rep to return a defective hard drive. When I finally get a rep, he asks me to follow a few steps. I comply, realizing this is standard procedure. In the hard drive test, it blue screens, causes a memory dump and restarts. He asks me what the computer says. I tell him what just happened. He said I did it wrong and made me follow the procedure again. I decided to follow along. Same thing happened. He wanted me to do it again. Same thing happened. He wanted me to do it again! I hung up.

Of course, when I called their premier support (...whatever it's called), I got a rep in less than 3 minutes and scheduled a Dell guy to come over to replace a laptop cover.
 
You must log in or register to reply here.

TRENDING THREADS

Back
Top