Direct2Dell

Below is an email from my wife sent today.

We have had a horrible time with the Dell Inspiron 1420 since we purchased in August 2007.  After several months of making complaints, Dell's rude and ineffective overseas customer support team finally sent a new harddrive and battery. 

Now, instead of an occasionally-functioning computer, we have a zero-functioning computer.  Simply put, the Dell contracted technician who installed the "new" parts says our computer is corrupted and we need a new one.  The computer is completely unable to unfreeze.  Can't someone PLEASE HELP US?! 

Someone from a position of authority in U.S. or Texas, you should know that the overseas customer support has been atrocious.  We have bought 3 computers from Dell in past 10 years, and this will be our last one unless we get help immediately.  PLEASE don't waste our $1200 purchase.  It has stifled my wife's profession and made us very impatient and upset for some real help.

From my wife:

To: Shamkumar, Senior Support Resolver

In regard to our conversation this past Saturday, July 19: I do not want another hard drive shipped to my home to be installed in my 1420 Inspiron Dell Computer. You did not seem to accept that I was not satisfied with your resolution in this regard when we spoke on the telephone.

We have gone through the channels you pressured us into when we accepted the last hard drive that was shipped to your contracted Dell technician. That technician, your very own Dell contracted technician, came to my home and installed the new hard drive which did not work. That technician, your very own Dell technician whom you pay to service your product said we need a new computer.

We have had numerous problems with this 1420 Inspiron and have attempted to resolve them with you. A problematic computer -- and now a non-functioning computer -- is extremely detrimental to my livelihood as I use this computer for work related business.

Mr. Shamkumar, you have been extremely frustrating to the point of being abusive and harrassing. My husband has requested to speak with your supervisor and you have refused. I have attempted to contact Dell through whatever other number I could reach so that I did not have to meet your robotic and unreasonable response which refuses to attend to our needs, a long-standing Dell customer.

In case you have missed the point once again, we do not want yet another feeble attempt to resolve fixing our computer with band-aid solutions. We want this computer replaced as it is defective.

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I will add that we do not want overseas customer support to send us another hard drive and battery, only to waste another day with my wife having to stay home to meet a techician, only to find that that one doesn't work either.  In fact, the technician that DELL SENT said it's likely we need a new motherboard and touch pad as well.  This is getting ridiculous.  Please send us a new Inspiron or refund our $1200. 

I've bought 5 dell computers, two printers, one scanner, and one Axim PDA over the years and, although there have been minor glitches (I was billed twice for the PDA and, when I called to have the second charge remove, a representative told me I'd have to send her a copy of my Mastercard invoice!), on the whole, I've had excellent service.

I've also had 4 Macs during that period, and their service wasn't nearly as good--but I never had any big problems either. They come out of the box, set up in a very few minutes, and work for years and years. My Dells have taken a bit of tinkering to get operational, but I don't think it's Dell's fault; the operating system(s) have been cranky, and Vista is a horror show. MS should not be allowed to sell something that works so poorly (and infrequently).

 I can run (though I don't) MS operating systems on my Mac; I sure wish I could run Leopard on my XPS!

rfp 

I never had any problems with dell customer care ever after buying 4 cameras and 4 notebook purchases... though the wait time on the phone can sometimes test your patience.

One suggestion : Please give up with these coupon code stuff and standardize the price so that all laymen and geeks buy notebooks and accessories at the same price !!

Today the person who has the outlet/time/geekiness to search for coupons gets a hell of a better deal than a normal customer.

 We do not know what the stuff is really worth because another guy might buy it at half the price using a coupon !

Standardize the prices like Apple. Please dont confuse and have customers search and wait for coupons to buy stuff !!

I wish I could say the same thing. I posted a lengthy comment on this site about my dreadful experience with Dells customer service, which for me was basically an Asian wall of defence that is impenetrable, and it wasn't even allowed to be posted.

I then emailed directly from this site and have had no reply. so I'm not really sure where exactly they are trying to improve their customer services because for me buying from Dell was really the worste experince I have ever had as a consumer and it has left a bitter taste in my mouth. It was my first and most certainly last time as a Dell customer.

Oh this is classic. Not only does customer@advocate@dell.com bounce, but so does lionel_menchaca@dell.com

Is there any link at the "Contact Us" page that actually works?? 

My personal experience of the past two days shows that Dell still has major problems. I have learned never to say never, but it will be a cold day in you know where before I decide to purchase anything else from Dell.

My eagerly awaited laptop from Dell Outlet arrived yesterday with keys and mouse buttons that were STUCK. After waiting on hold 45 minutes for tech support, a new keyboard is coming that I will have to replace. Then I remembered that wouldn't fix my mouse buttons. I went to "reply" just as the e-mail the tech sent me said I could do and I got a quick return -- MESSAGE UNDELIVERABLE. Huh?? He said I could just reply and it would be routed directly to him. Nope. I figured since I had authorization to remove the keyboard, I'd see what actually happened here. I found out that the previous owner had SPILLED LIQUID into the laptop. Everything underneath the keyboard was sticky. How did this pass Dell QA for sale on the Outlet??? I called customer service. They are in India. All their systems were down and no one could help me. They offered to call me back tomorrow, but I figured I'd just try to call them again. I e-mailed Dell support. It has been almost a day with no response. Then I found this site and the address customer_advocate@dell.com. Guess what?? That address BOUNCES as well!!

I am one frustrated Dell customer right now. I have used their business machines for years purely because of reliability. I'm hesitant to let one series of events cloud my whole view of the company, but so far that's what's happening. Just in the first place, HOW does Dell Outlet think that selling me a laptop that has had liquid spilled into it is in any way acceptable? If this had happened to me on Ebay I'd be going after the seller in a big way right now. 

I have been involved with a very frustrating engagement with Dell's XPS Gen 5 "premium" support since late October regarding a failing TV Tuner. Without diving into the details I will simply say that the frustration of not getting the system working properly has been far outweighed by the frustration of dealing with tech support.

Also, to set some context I will say that I purchased my first "Dell" computer when it was still called PC's Limited back around 1985 and that since then I've bought only Dell machines for myself, my family, and two companies for which I purchased computers. I currently own 5 Dell computers. So, I've dealt with Dell a *long* time and it's had its ups and downs. This is different. I'm pretty sure I've purchased my last Dell computer. I'm at least going to give HP a try.

Having made that decision I'd still like to report my experience in some detail to someone at Dell who presumably would care about such things. I've asked several tech support reps to provide me with an appropriate name/address, but they've declined, referring me to the "Contact Us" link on the Dell website. I can find no appropriate link following that path.

So, under the assumption that there are Dell employees monitoring this blog I'm posting this in an attempt to get appropriate contact information. My purpose is not to rant and rave, but to report the facts (at least as I see them) -- including the pertinent chat session logs and emails.

I will attempt to return to this blog to look for replies, but would appreciate direct responses via email.

Thanks in advance,
Bill

Hi,

I wrote in a comment to you a week ago about the issues my sister had faced with Dell technical support.  I would like to thank the team at Direct2Dell web site for forwarding my concern on to Dell Canada to generate a positive resolution to the issue.  It is nice to know that Dell is really listening to customers and cares about the after sales experience.  It is this type of support that turns customers into life-long customers.

Below is a copy of the email I sent to Dell Canada regarding the positive resolution of the issue.  Again, thank you once more for addressing the issue so speedily.

Best Regards,

Ken Knitter

Dear Jones Mitchell,

Thank you for resolving the issue so speedily.  My sister is happy to hear she can put this all behind her and will have a working laptop in a few days.  As I mentioned in my initial posting to the Direct 2 Dell web site (http://www.direct2dell.com/one2one/archive/2007/01/03/4715.aspx) , I am not just a loyal customer, but a Dell advocate.  I am considered to be somewhat of a gadget geek among family, friends, and colleagues, and as such am often asked to help people purchase their new computer.  Since purchasing my first Dell computer 12 years ago, I have always pushed people to purchase Dell.  The two key reasons being that Dell offers one of the best values for the dollar in terms of the quality, engineering, and components they use in their computers; and the consistently positive customer and technical support I and my extended network have received. 

So as you can imagine I was quite dismayed when my sister relayed her initial experience of with Dell technical support after I had encouraged her to buy Dell.  That disappointment was initially assuaged when she called back to complain that the initial technical support person had engaged in a conversation that could be construed as or bordering on sexual harassment, and she received a call back the next day by both a customer service rep and a manager to say that they had listened to the call tape and agreed that the conversation was completely inappropriate and that they would resolve the issue immediately.   However, my disappointment grew once more when three weeks had passed and she had not received any other communications.  Our calls to customer support after Christmas indicated that she would have to wait even longer, which under ordinary circumstances did not seem appropriate and given her initial treatment seemed like an additional slap in the face. Not willing to give up on Dell I posted my message to the direct2dell web site in hopes that it would stir a response. 

My faith has been renewed that Dell does care about the customer experience and does the right thing when called upon.  I’d also like to pass on praise to one of your Customer Care Representatives, Janie Gaetz.  She handled calls from other members of my family trying to resolve this issue with incredible responsiveness, grace and care.  She should be highlighted as an excellent example and role model of customer support in any organization.  Please pass on my thanks to her on behalf of my family.

Best Regards,

Ken Knitter

Lead, Web-Based Delivery & Marketing

Aircraft Services, Customer Training

Bombardier

My most recent purchase from Dell went well, but past experiences were bad and worse. Last night I had occasion to call MS about their Defender product and was blown away by their response.

I was walked through a software problem/fix by the tech. He seemed to know his stuff and we fixed the problem in less than 10 minutes. I was a satisfied customer. This was a 'no charge' call.

After I got off the phone, I received an email from the tech (with his name, work hours, and HIS email address). He said he assumed responsibility for fixing my problem and if I had any issues or further problems to get back to him. He also provided his supervisors name and email address.

I think this is a model of how good customer service should be. The folks at Dell should take a look at industry best practices - Microsoft clearly has one!

Dell,

Thank-you for paying attention to your customers, beyond the point of selling them a PC!  I am always amazed when companies always look for the next customer, rather than pamper their existing customer.  I guarantee that if you put your entire marketing budget behind those customer that have purchased a Dell - those customers via  word of mouth and/or the blogsphere would send you more customer than any advertising or marketing campaign you could come up with. 

Pamper your existing customers - and they will return with business!

Neil from Dell called me today to address my concerns. Thank you for the call and for listening. I appreciate it and will be in touch once I get the shipment item. Have a good day.

Lionel, I agree with GB's previous post.  I am glad to hear that Dell is trying to become a better company for its customers.  In the long run, I believe this will benefit Dell.  Gamers are known to buy a new computer every few years and spend thousands of dollars on each.  Taking care of this customer should be a priority at Dell.  I appreciate you returning my emails about the XPS 700 situation and I (and others) eagerly await information on a upgrade path to a better mobo.  There are many things I love about Dell(great design, great power supplies, solid performance), if Dell could just make a few adjustments to upgradability, customer service, and communication.  Better BIOS support wouldn't hurt either.  In the past I have recommended many friends and family to purchase from Dell.  I hope to be able to make that recommendation again soon.

Listening to the blogosphere, does not mean listening to one blogger.

I lefts links to two posts I made in this thread with one current item I need rectified (a dying keyboard on a desktop less than one year old) and two other items I'd like to have Dell say "we hear you" on.

http://scobleizer.com/2006/12/31/apple-rebooting-problem-hits-us/#comments

I have been a loyal customer of Dell, very recently I purchased a lap top.  To date I have bought 2 lap tops, 3 desktops, 3 printers, 1 Axim, and a digital camera from dell. My experiences with Dell customer service have forced me to make the decision to never purchase another item from Dell.  There is nothing helpful about dell customer service.  I purchased the wrong toner cartridge for one of my printers. Dell refuses to ex-change the item because it was pass the 21 day return policy.  When I told customer service I did not want a refund I only need to exchange the toner cartridge.  The response was still “sorry we cannot exchange this cartridge because of the 21 day return policy”.  I will be replacing my Dell printers with Cannon or HP laser printers. I find it much easier to head down to the local retail store and buy the spare parts for my computer or toner cartridge for my printer than to deal with Dell Customer Service department. 

Lionel, I for one have experienced much of what you are working towards. Your willingness to acknowledge mistakes and failures is what allows me and others to believe in your efforts. No one can relate to any person or corporation that doesn't admit failure or say, "I am sorry." Dell is wise to have you at the helm of Direct2Dell. For many, you are the face of Dell, and you communicate authenticity, integrity, and compassion. Customers tend to be loyal when they know that a corporation's customer care program is the 'real' thing, and not just a cover for more profit. I have encountered a few (well, maybe more then a few! lol) set backs in my dealings with Dell, but I have stayed the course of loyalty, because I have seen in you and others within Dell, a genuine desire to help the customer have a positive experience with Dell. Listening to the customer and caring for the customer is much more about direction then it is about arrival. Thank you for your efforts to change the direction of Dell, making it a more customer-centric Corporation. Corporate America has taken a few hits in recent years, and I thank you for working for something better for the Dell customer. This is the kind of thing that will separate Dell from the others and move Dell to the top of the PC industry, world wide. I believe it will be worth all of your effort! Thanks Lionel!