Direct2Dell

Hi,

I am satyabrata from India.I just brought a dell inspiren 1525 laptop on 22nd may'08 but it's not getting start giving some hardware error unable to start.I have called more than 20 times to support team and mail to support team but there is no reply from them.sorry to say it's pathetic service from Dell like reputed company to their customer.Before recd payment,sales guy call me so many times but once recd payment there is no reply.

Your support team no is always busy,hold phone more than 15-20 min for each time..

Anybody can help to get resolve my issue.

My name is  Cynthia G. Moon and I am trying to email Michael Dell of Dell Computers.  My mother bought a desktop for me, a laptop for my daughter and and another laptop for my neice.  The computers werre supposed to play "any game you want" according to the salesman, but we were given a computer with a 1.60 Ghz processor.  I called Dell technical support because we were only able to find 3 games that would work with that processor and one of those games wasn't compatible with Vista.  I talked to 17 different people, two of which hung up on me.  I was told by one person that since we asked specifically for a computer that would be used 90% for gaming and downloads (pics, music, etc) we should never have been given computers with a 1.60 Ghz processor and we should have been told about the XPS systems.  Another person told me that the laptops we were given were not even made for gaming.  All the games my daughter and neice are interested in require a 2.20 or 2.40 Ghz processor.  There was even one person who started a case file and told me he would work on it so we could get the computers we requested.  Then I would talk to each of these people's managers and they would say they could not do anything because it was past the return period.  I admit it is, but that is because we had complete trust in what the salesman told us and just figured the games were out there and we just needed to do some more searching.to find them.  Please help us find some contact information for Michael Dell so we can tell him what is going on.  I know he is concerned about the reputation of his company and rightfully so as he has spent years building Dell's reputation up.  Any help finding Michael Dell's contact information (email, etc( would be greatly appreciated.

Thank you very much,

Cynthia G. Moon

 Hi,

I m not a dell user,but i really like the dell philosophy of reaching out to the customers.

I have a true belief that as Mr.Dell has taken over as the CEO once again,he will motivate the company to the larger global success.

i think the company should enter into the different markets as well like India where the prospects as good.

The company should also think about launching new products in the newer fields that have the potential to grow for years to come.

Correct me if i m wrong. 

I need to send an email to the CEO of Dell for help.  Does anyone know how to do that?  Or can you recommend another person at a high level to send an urgent HELP email to

I have just started my own business (bookeeping & computer support).  I work parttime as an IT Support Person and have always used and recommended Dell.  However in my own business I come into contact with many clients who have need for Computer hardware (not my core business) source Computers @ cost from Dell and only charge Customers for my time and expertise.  However I am unable to order computers on behalf of my customers (even though the online ordering process allows the end user to be different from the customer or person paying for it). I'm currently waiting on a reply from a Dell Sales Rep.  I thought I'd check the Internet for Dell Reseller policy etc and came across this forum which has been very enlightening.  Maybe it is too complicated for me to serve my clients through Dell in this way - Will have to wait on the reply and decide then

michael,

I know you probably won't see this but here goes.  My husband, Mike Miekely, and I bought a dell computer several years ago.  Recently my 17" LCD monitor began to not work properly.  I call Dell to get some help, hoping that this time my experience would be more helpful.  Boy was I supprised.  First I can never understand the people your company hires overseas.  On this issue I spent at least 8 hours trying to get someone in your company to help me.  I was told I could buy another brand, Dell didn't care.  I know that my monitor was not covered by warrenty.  I was hoping someone could give me a better deal but no such luck.  anyway I am going to buy another brand.  I am tired of being called a liar, being rude and hatefully to me and wasting my time.  Just wanted to let you know.

debbie miekley

HI,

Can you provide any customer care number for mumbai.

Need urgently... 

I AM DISGUSTED! 

AFTER THE EXPERIENCE I HAVE HAD WITH DELL, I WILL DO EVERY THING POSSIBLE TO TELL EVERYONE I KNOW NOT TO GIVE DELL ANY BUSINESS, 

 IT HAS TAKEN ME OVER A WEEK TO SORT THROUGH THE MORASS OF THE VOICE TREE SYSTEM AND I STILL DO NOT HAVE THE INK I NEED TO RUN MY BUSINESS.

I CAN'T EVEN GET TO A HUMAN BEING TO COMPLAIN. 

My small non-profit business has given over $10,000 worth of business to Dell.  Two of the computers crashed due to hard ware issues within 6 months.  Now,I can't get ink.  This is the worst customer service I have ever encountered.  Rdiculous!

As soon as my small company can afford to, I will get rid of everything from Dell that we have. 

Dear customers, the mangement is doing lot to shape up the customer/technical support at Dell. We're expecting a lot more as Mr. Dell himself takes over. Just like to let you know that we hear you. I look forward to working with you in resolving your technical issues and giving you the best customer experience possible. Please hang on. We're doing all these for you. My mission is to build up every broken customer back to Dell. We want you back. We will make things better and efficient for you and your business.  Thanks for listening as well....sincerely, Mike - Tech Support

@ Dan

 AMEN. You hit the nail on the head. Its the management [at all levels] thats the root cause of most issues in Dell. - whatever you do dont rock the boat - dont try to create.  Well since most people tend rant about support, I'll provide an instance how this affects support -  Follow DSN - at all costs , even if you know the fix for the customers issue.

 Having said all that i still belive Dell is better than HP/Lenovo. I have a HP Laptop myself their support is far worse.

Hello Mr.Dell:

     It's very lucky I can find your blog,and now I read some topics of yours.I know your 2.0 strategy.But As a Chinese,I know you have a big plant in Xia men City and a big design center in Shanghai city.So what is your strategy in China?Would you like to make your Chinese Design Center biger and biger?How to fight with Leonovo and HP?

 Roy.

Michael taking over at the top won't change anything as long as the changes are being decided by upper management without getting input from the workers.  It only goes to show how disassociated from the reality of the problems they have become.

A great analogy would be Bush's "stay the course" plan in Iraq - the insanity of trying the same thing over and over again expecting a different outcome.

"Be The Reason", "Customer Experience", "Do It Right" and now "Dell 2.0" are nothing more than PR spin to make it appear problems are being addressed.

Putting $150M into Customer Service does nothing unless you put double that into Development in order to improve quality, which improves the Customer Experience and then results in reducing future phone call volume, allowing Customer Support more bandwidth to better do their job.  Over the past 2+ years nothing has changed to improve the product quality delivered by Development (mostly because the environment no longer attracts quality employees nor does it retain those you have). 

This quote of your memo to employees published in the Austin paper says it all:  "Product Group will shorten design cycles, increase speed and innovation/design that create real differentiated value for our customers. We will transition to a light touch ODM (original design manufacturer) model."

You have problems with innovation and quality of the current product line and shortening the development cycle won't help that.  In addition, leveraging ODM is an admission you will be less innovative in design.  A "lighter touch" will only result in Dell not having better quality which separated Dell from the pack in the past (the good old days) - Dell needs those better drivers than what is in the retail marketplace to stand alone and create demand for your products. 

Just the idea that you believe you can shorten product cycles when your Development team can't meet the current cycles on schedule with eatures and quality is nothing short of dellusional. Your flagship XPS 700 is the glaring reality of this and you've successfully avoided addressing it for over 6 months. That isn't Pure Dell it's Pure Shame.

The environment within Dell which rewards those who "go along" or "don't rock the boat" is counter productive as those who see what needs to be changed are those who know that continuing on the current course is the wrong course.  Yet, the management environment punishes them if they speak out or take a stand for the change - the change your PR sound bites imply you want undertaken.

Finally, taking bonuses away from Managment who put Dell on this course is fine but taking bonuses away from the workers who faithfully executed that plan with all their heart/effort is unfair. Without treating your lower level workers as you did in the 90's, is what will prevent you from seeing that dynamic return to your company. If you can't see the reality of your decisions on your employees, you will never be able to see the reality of your decisions on your customers.

Lionel probably won't publish this because the truth about what needs to happen inside Dell is something that is still part of the middle-management problem - denial.

ddude1 said -  "I can't believe how many of the folks say that the issue is outsourcing support..I bet these are the service folks types who got outsourced."

I certainly hope that no one at Dell has the blinders on that you do. Bangalore Babble is the primary reason I do not and will not do business with Dell. Customer service MADE that company and customer service is what it will take to fix it. And, no, I do not and never have worked for Dell! 

Too little, too late.

I'm sorry, but he never should have let the company go. I never should have had to get bad parts, wrong parts, and a bad machine. I never should have had to waste my time trying to talk to people who can't speak english and can't solve my problem. I never should have had to call Dell Corporate and be told that no one was there to help solve my problem.

That's right, Mr. Dell, it's all about me, the customer. Your company forgot about me, and I'm here to say that I've forgotten about you. 

Dear Lionel Menchaca,

                 I fully appreciate the civilized, customer-focused response you gave to Michael. M's comment. Your response is perfectly in line with the great culture that folks at Dell radiate. However, that does not hide the unmistakable bias illustrated in the man's words - "semi-intelligible Indian" so on. Surely, Mr. Murray would do well to convey his ideas and possible frustrations in a more becoming manner and without this sort of generic, sweeping, pre-colored tones.

 Best Regards,

VK.

I have and like Dell computers, but one time I told my brother in law to buy one and he bought an Inspiron, when he received the notebook it did not work very well, I was very embarrassed because I recommended Dell to him, it was a problem with the motherboard, he wanted a new one and they told him that that was not possible and that they were going to fix that computer, after a month he got his (“new”) computer fixed.

I bought an Axim X3 that I had to return because the wireless did not work.

Another time my wife was in charge to buy like 60 computers for a school and I told her to call Dell and she did, the service was very mediocre and the sales persons had lack of interest, my wife called like 3 times for a quotation that never arrived, then she decided to buy them from HP.

I have been waiting for a long time Windows Vista, now that it is available, I want to buy a XPS 710 but it does not have Windows Vista yet, I do not know if I am going to wait more or to buy a new computer from Alienware.

DELL has few information !!

I wonder if  THE DELL checkes issues, conpatibility,,,,
Dell document says "this software run under above sp1!"
I got means this software run under sp2! but actually can't run with sp2
DELL should write just run under sp1, if dell has no plan to check.
that software is array manager console.
All i say it is a little piece of dell policy. Please due to responsibility of manufacture sales company.


 

Dear Sir,

Been dealing with your CS of new purchases and the CSR's. Please focus your attention back to CS. What's happening is not working. I have read the open forum and the blogs. I didn't realize that there are so many people out there like me.

Help please, shed some light to the situation I have encountered.

Atila B.

Michael Murray, I just read about your experience with Dell. Believe me, I understand.  I messed my life up big time in high school, and into my first years of college. You name it and not only did I do it, but I did more of it! My failure is what gives me trustable credibility with my high school students. They love to hear about how I met my wife though a prank phone call at 3 in the morning! (My senses were not all in tact at the time!) The kids listen when I say that I care. Yes, Dell has made some mistakes, and in the case of customers like you and me, the mistakes were of the larger variety!

But don't you think that if Dell would became a more compassionate and caring corporation because of what happened to you and me; we would know if it was for real? Michael Dell has spent time with me, a customer, which has run into some customer care related issues.  I believe that listening to 'broken' customers and then not just fixing Dell, but also fixing what Dell broke, will begin with you and me. Dell can only get better if the customers will let them. I am thinking it might be worth the risk. I believe that Michael Dell wants to fix the broken customer. I hope that I am right as hundreds of XPS 700 customers are 'hanging in there"!

MM, I posted a message for you on the Dell Community Forum at the link below. Hope we can talk! 

David

http://www.dellcommunity.com/supportforums/board/message?board.id=xps_desk_genhdw&message.id=41385#M41385

Wow Micheal, if it wasn't for the fact that you are the founder, you may have been out there with Kevin tonight.

You better shape things up soon...

If you don't mind my humble opinion Dell 2.0 won't be enough.

Best of luck

Buster

Wonderful news.

Kevin Rollins was a lot of things - a good leader wasn't one of them.

Lets hope Michael can return the company to its former greatness.

I'm hoping he starts by looking at his internal senior manager org chart and start cutting those who lack spirit and a strong personality.  There are far too many managers at Dell who spend more time enforcing political correctness and sound bites instead of spending their energy kicking up some dust to get things changed for the better!

Go Michael - it's great to have you back!

Michael-

For the computer market - The only way to get Dell back on track is to solve a lot of the quality issues with some products - and continue with making computers for customers custom and fast.

Keep pushing the TV's  - great products at great prices.

Good Luck!

Welcome Back Mickael. i do think you'll do a great job again, as you already have done. Even if Kevin was a great chief executive, Dell will always have one leader : Mr Dell himself !

Michael returning to the helm is possibly the best chance for a Dell comeback, what is needed is a human face to the business and Michael has the potential to achieve that. In today’s market it’s become far more important to have customer empathy and an image of understanding that is founded on real customer experience. I know from my own experience as a Dell customer that great strides have been made on the delivery of the service and this blog is a great example of what I mean by developing customer empathy.

As an ex Dell executive I had the pleasure of meeting both Kevin and Michael on a few occasions and I believe my belief is that it boils down to personality. Kevin’s obvious, abundant intellect and organisational skills were brilliant and behind the successful scaling of Dell’s business, whilst leveraging operational costs to the nth degree. But I am sorry to say I never found him inspiring or compassionate, two essential ingredients for leadership. On the other hand I found that Michael exuded these qualities and for such a seriously rich guy – he was far more “human”. My guess is he really appreciated Kevin’s skills and track record as COO and assumed that was what was the magic ingredient needed to lead the business. Now the processes and organisation are fundamentally in place it’ll be down to Michael to add the necessary humanity to win the hearts of his customers. The moral has to be “You can’t buy customers goodwill you have to win it by building their trust.”

Back when the Dell 2.0 strategy was launched, item #1 on the list was "Deep Customer Relationships" -- which is a relatively easy concept to grasp from an enterprise customer's perspective, but it's more abstract if you are an individual consumer.

Regardless, the desire to actively engage each and every Dell customer in a meaningful way is still a very worthy goal. Why?

In the book entitled "Making Meaning" the authors chart the evolution of innovation relative to consumer demand through three main eras that have occurred since the early nineteen hundreds: 1900’s Product Focus, 1950s Brand Focus, and culminating in the current era “Experience Focus.”

The book then discusses how leading companies have evolved beyond the product and brand focus that has proven ineffectual with today’s consumers to deliver a more 'meaningful experience' to customers. The lesson, that decoding human behavior not only raises product and brand awareness, but can be positively applied to shape consumer demand.

Which brings us back to today's announcement. Tomorrow, on February 1st 2007, I hope that Mr. Dell will rise to the occasion by reaching out to all Dell customers and invite them to participate in shaping the company's future.

Continued authentic customer advocacy, and a passion for creating meaningful customer experiences, will deliver sustainable results. Mr. Dell, keep the faith -- stay the course -- trust your instincts -- and above all, evoke the dormant power of all your Dell loyalists.

I want to thank Kevin as well. He took the company from 30billion to almost 60billion and extended Dell's reach far and wide, in about 5 years.

 A reinvigorated HP and new competition from Lenovo and Acer certainly have put Dell off course in 2006 and I look forward to Mike's execution and hopefully bold moves. Dell has been living a risk averse life since 2001 and to re-invent Dell new challenges and risks must be doled out. I can say with certainty the workforce is eager to blow the industry away, again.

Welcome back to the helm Mike. Dell, the company, looks forward to your leadership. If you need a new number two let me know! I have about a thousand ideas.

Jim