Customer Service in Second Life

re: Customer Service in Second Life

Laura Thomas/Pyrrha Dell — Sat, 08 Sep 2007 01:52:30 GMT

Ivie - we've not changed the customer service hours, but I do know that Second Life was having some concurrency issues recently (http://blog.secondlife.com/2007/09/07/post-mortem-september-6-web-caching-issues/), so that may have made it difficult for Todd to get in-world. I'll double-check on it.

Is it Possible to be Everything to Everybody?

Direct2Dell — Fri, 07 Sep 2007 17:10:59 GMT

As I hinted in my last post here , a rather large 2D web project has been taking my focus away from 3D

re: Customer Service in Second Life

Ivie — Thu, 06 Sep 2007 20:21:16 GMT

Hi, I found this site from your info in your SL profile. I hope you can answer my question! I am interested, unlike some other close minded people, in have a Customer Service option in SL. Can you tell me if there has been an update to the hours at the coffee shop in SL? I've been there the last two days waiting for some Dell guidance but no one has shown up yet! On an up note though, I did make some nice friends that were also waiting there for some assistance!

Thanks,

Ivie (in SL!)

re: Customer Service in Second Life

Jim Caldwell — Thu, 06 Sep 2007 03:14:17 GMT

Why on earth can't Dell do a simple modification to an order - especially considering the long delay for the XPS. I ordered mine on August 24th, but made a simple error as I wanted the 9 cell 85Whr as well as the 4 cell 37Whr battery (which was only $20 more). However, I can't get anyone to make that simple change and one person wanted to cancel my order and re-enter it which would mean another 2 week delay not to mention that the system has gone up price since my original order.

I have written and left numerous phone messages with the original order taker and he has not responded to either. If it is this difficult to get a simple order changed (especially considering the long lead time and the fact I'm not changing anything on the computer itself), how difficult will it be to get technical assistance if needed. For heaven's sake, what is wrong with this picture???

If anyone from Dell can get back to me with a simple and understandable answer, I would sure appreciate it!

re: Customer Service in Second Life

Laura Thomas/Pyrrha Dell — Thu, 30 Aug 2007 20:34:59 GMT

SEROBEL,

You can find a list of the hardware and software required to run Second Life on their site at: http://www.secondlife.com/corporate/sysreqs.php.

If your Dell system needs a driver update, you can download it from here: http://support.dell.com/support/downloads/index.aspx?c=us&l=en&s=gen

re: Customer Service in Second Life

SEROBEL — Thu, 30 Aug 2007 18:04:04 GMT

I tried to pla Second life and there is a note that told me that I dont have or is update my video card driver, so what can I do, if there a free download of this card I can have? please let me know, I been playing Sims long time ago, and this new game could be the next step in virtual life, so please help me as soon as posible.

re: Customer Service in Second Life

Joye C. Hyman — Thu, 23 Aug 2007 16:35:37 GMT

All I wanted to do was buy a computer, too......thought I had one...till something went wrong and I found out the truth about what I had been sold. None of the comments I've posted here on this line I was given by a Dell employee to register my complaints have been posted....so can only surmise that the ones I DO see are the best of what has been sent to you...pretty pitiful thought....that all these horrible things I'm reading are the BEST that anybody can say about Dell.

I will NOT drop a dollar in MIchael Dell's cup when I see him standing on a street-corner in Austin in the future....because he will be the one person who DESERVES to be there!

re: Customer Service in Second Life

TGW — Sat, 11 Aug 2007 01:10:40 GMT

I have to agree that it seems a gigantic ***-up to spend company resources on a virtual CSR outlet when traditional resources are so dismal.

I wrote to the customer advocate e-mail address on the Direct2Dell web site -- no response.

I wrote to lionel_menchaca@dell.com to ask why no one responded to the customer advocate inquiries -- again, no response.

I can't get a person who can do any more than read from a script when I call for pre-sales assistance.

I tried calling the real Round Rock phone number -- a toll call on my dime -- and couldn't get through to a departmental directory or an operator.

After an hour in a CS on-line chat session, I finally gave up and dropped out. The guy was just taking too long to "research" the answers.

I was promised -- along with others at my school -- the ability to use a substantial discount coupon that was test-marketed. It didn't work. And, my school has paid a staff person's salary to deal with student complaints while trying to do his regular job.

I can't use the coupons that I received in an EPP mailing -- there is nothing about qualification other than an expiration date. The "Coupon Error" message gives me no information.

I can't get any help by calling the sales staff, because they don't have access to information. And, most of them are reading from a script anyway so can't deal with "unusual" requests like mine.

All I want to do is buy a computer.

Sigh...

re: Customer Service in Second Life

Barrett Niehus — Thu, 02 Aug 2007 06:25:41 GMT

Second life reaches a very specific demographic. Is Dell specifically targeting the online Second Life population as a primary market, or are they just taking advantage of new web 2.0 communication platforms?

-4MySales

re: Customer Service in Second Life

elrodo barbosa — Wed, 01 Aug 2007 18:58:55 GMT

hello folks. I ve tried to contact kerya on sl many times. Requesting her an audition for a sl job at Dell's Island. I know that she must be very bussy, but she never replied my messages. I would love to work for Dell's good at sl. We are a huge sl latin group who would love to get involved with Dell at sl. Host events at our Discos or provide technical assitance.. just get involved. Personally i don't think that just one person will make a difference to increase traffic on your island. We know how to make it. Just reply our messages or contact us back. My sl name is ELRODO BARBOSA. i hope to hear from you soon. thank you.