Dell and Radian6: It All Starts with Listening

re: Dell and Radian6: It All Starts with Listening

Sean McDonald — Wed, 17 Sep 2008 17:02:42 GMT

I got a great suggestion from William e Storm http://www.radian6.com/blog/76/consumers-are-shouting-into-your-brand%E2%80%99s-%E2%80%9Csocial-phone%E2%80%9D/ .

Often comments section of blog posts on D2D catch some unresolved customer issues. This blog post is a good example. We do listen and want to help all customers. If you have a technical or customer service issue that is not resolved, then please follow links found on http://direct2dell.com/one2one/contactus.aspx

This does not mean we will not resolve your issue if you post a comment to one of our blog posts. But it is not the direct path to getting help. Unresolved Issues or email to Customer Advocate with a description of your product or customer service issue is best path to getting quick assistance.

When we do find a customer that needs our help (on D2D or any blog/site). We work with the customer privatley to prevent posting any private customer information (account numbers, address, phone numbers, email). the team does work behind the scenes at times because customer privacy cannot be

re: Dell and Radian6: It All Starts with Listening

David Alston — Wed, 17 Sep 2008 02:40:05 GMT

thanks for your great feedback on Radian6 Rob. Always appreciated.

re: Dell and Radian6: It All Starts with Listening

William Gaultier — Wed, 17 Sep 2008 02:20:34 GMT

Sean,

Thanks for the post and interesting to see that you have made some serious inroads into "social media monitoring" and started to listen to more customers beyond the walls of Dell.

Radian6 is a strong tool indeed. We have compared a LOT of them and I can safely say they are one of the strongest indeed.

For those that are wondering what you can do beyond listening to conversations, here are some insights into "participating" into the conversations:

http://www.e-storm.com/blog/2008/07/re-comcast-is-watching-us/

http://www.e-storm.com/blog/2008/03/afraid-of-social-media-marketing-dont-be-dive-in-now-your-organization-will-benefit/

Otherwise, SlideShare.net has lots of interesting presentations on social media and how companies like Dell are participating in the conversations.

William

re: Dell and Radian6: It All Starts with Listening

Rob Cottingham — Thu, 04 Sep 2008 18:45:46 GMT

I had the Radian6 tool demoed for me a month or two ago; it's a very impressive piece of work. Glad to see Dell using it - especially given the new workgroup features they're talking about on their blog.

re: Dell and Radian6: It All Starts with Listening

Kaddoum — Tue, 02 Sep 2008 03:15:20 GMT

Thats ridiculous... Can't Dell see that this situation is getting worse everyday? I'm no businessman, but I know better than that... As this news goes around the world Dell's next year's profits will reflect the way we - custmers - are being treated now.

I'll make sure nobody I know buys a Dell or a NVidia product... I'm pretty sure I'll have more and better options then.

re: Dell and Radian6: It All Starts with Listening

Linds — Sun, 31 Aug 2008 17:34:01 GMT

I am blogging too. My son's laptop lasted less than 48hrs. Customer service? Diabolical. Tech help? Even with a technician's visit and his request for replacement or refund, I am still sitting here. Calls not returned. Lies and broken promises. Phones slammed down by call centre. No managers or supervisors prepared to talk. Scripted conversations. Wake up DELL.

Never ever again, and I am spreading the word loud and clear. I left all details on your customer advocate blog. And by the way, you should be monitoring it 24/7. The rest of the world is not having a holiday weekend.

re: Dell and Radian6: It All Starts with Listening

e bandley — Sat, 23 Aug 2008 02:12:48 GMT

what a crock.... It has been 5 days since I started my support experience and it is a joke.

agents for dell tech support have done nothing but tell tales, show phony concern, do not answer my questions and have not fixed the issues and Dell's warranty service providers are just as bad. One company I was told the dispatch went to does not have it. then another company called me and i am supposed to have the parts, but the parts were sent to a third company. Dell Agent called third company and assured me they had all the parts, and to call them. I did and they do not have the parts, some one picked up the parts but no one knows who or where parts are. The second company is supposed to do the repairs but no parts. And when I spoke to a Dell Agent he admitted that my Customer Care-Next Business day Warranty was basically useless as they cannot provide the service they are selling.

I am blogging this problem every where I can on the net. Why? Because Dell does not care about customer satisfaction.

re: Dell and Radian6: It All Starts with Listening

Unhappy New Dell Users — Thu, 21 Aug 2008 19:37:49 GMT

More the better,

Yeah, right... Tell me about being transparent...

Dell could start acting with NVidia and releasing information like serial numbers of the faulty GPU's

Vostro 1510 (affected by NVidia issue) is less than 30 days old still, couldn't return it because I bought from a reseller. I don't care what agreement Dell has between it's reseller, it's a DELL. You should be able to return it to the OEM, period.

re: Dell and Radian6: It All Starts with Listening

Alejandro Lopez-Araujo — Thu, 21 Aug 2008 18:26:14 GMT

Its interesting how this thing just came up on the blog.. If you go to the Blog that announces the 8800 SLI replacement plan for the M1730 (http://direct2dell.com/one2one/archive/2008/06/17/a-beast-of-a-card-for-a-beast-of-a-laptop.aspx#89207 ), there are costumers there that havent received their orders after 3months of being placed and yet noone has come out to face up and give them some kind of reasoning for this. Can you imagine paying 1000+ dollars for a replacement video card and having to wait for 3 months where it has been delayed and delayed and delayed?!?! I just feel so sorry for those people.. Not to mention the fact that they are being replaced because DELL advertised the M1730 with 8700's as being a beast of a computer for gaming when IT IS NOT. This is not a practice a powerful company like DELL should be doing. This is just aweful.

re: Dell and Radian6: It All Starts with Listening

NorthBayJeff — Thu, 21 Aug 2008 16:03:09 GMT

I must agree with R Schachter. I am also a Dell Canada customer who is unhappy with customer care. I have been a loyal Dell customer for 8 years now and this year, when I really need customer care, it falls apart. I have spent 2 days trying to find a real person other than someone in customer care (who has not returned my emails or my phone calls) to get my issue handled.

Is there anyone from Dell listening or am I just typing to myself?

North Bay, Ontario, Canada