Michael and Kevin @ Tech Day

re: Michael and Kevin @ Tech Day

HIlda Bickham — Thu, 18 Oct 2007 15:49:56 GMT

I need a restore disk for my Dell laptop....operating system XP....please let me know how I can obtain this from you. I have already spoken to your techinal support....not resolved yet....if you look at my customer file you will see I recently got a home desk top...ordered under the name Joe Bickham and also a Dell laptop under Hilda Bickham....Please tell me how I can order this disk...Thank you!

re: Michael and Kevin @ Tech Day

Dan Stellmaker — Sat, 18 Nov 2006 18:34:38 GMT

The Dell brand offers such a rich potential for a positive on-linne puchase expereince, however, that has not been my case. Its obvious that customer service is a bureaucratic mess which is an afterthought instead of a primary focus. For example, the phone system "info tree" is something from the dark ages forcing you to go to the end to get information. Of course, the experience does not seem to want the caller to talk to a live person (whom I'm guessing is woefully unprepaired to help anyway). I've had shipping issues and now billing issues and there ought to be an expediant way to handle these issues, without taxing my time and patience.

The web experience is not much better requiring up-front information which you may or may not have. The search system was very taxing to get the data I needed to support my querry. We're all busy so ease of use is a primary concern. It appears the customer service management is ill-prepaired to deal with these issues as these problems are not new if you review the media. They cannot possibly be measuring performance as how could you continue such poor performance without doing something about it. Lastly, I equate the level of expertise here at Dell with the old AT&T, possibly the worst ever. Now they're a model of how to do things.

You need to face up that future purchases depend on the level of service.

Dell's reputation continues to spirial down based on poor customer service execution. I would love to spend a day in their headquarters questoning the people who are in charge of these areas. They are NOT thinking about customers that's for sure.

Dan Stellmaker

Union City, CA

re: Michael and Kevin @ Tech Day

Lionel_Menchaca — Mon, 02 Oct 2006 04:05:52 GMT

David: Sorry for the poor support experience you've had with us up to this point. I've emailed you seeking more details. From there, I'll have someone on the Support team follow up with you.

re: Michael and Kevin @ Tech Day

David Nelson — Mon, 02 Oct 2006 02:52:34 GMT

I have never been so frustrate by the lack of support by a company. I have a laptop that has had hard disk issues since I have had the computer. The computer did not come with XP disks or a boot disk and I am now getting "Files not found" error and cannot even do a restore. I need to replace the harddrive but need an opperating system software to load. I have searched the Dell web site for the ability to order the XP opperating system but cannot find that option anywhere. Dell was at one time one of the better manufactures but with such terrible customer support, even a good hardware manufacter will not last long. If you read their own press, you would link they are the best at customer service. It is too bad that their customers do not feel the same way. With such lack of support, I do not know how anybody could recommend Dell.

re: Michael and Kevin @ Tech Day

Lionel_Menchaca — Tue, 26 Sep 2006 17:14:13 GMT

Glen T.: I'll take the blame for the categorization. If the posts (or the links within them) have some element of Customer Experience in them, then I'll include them in that category.

Laura Bosworth and Downs Deering both blog about CE-related issues. We don't yet have functionality built in yet, but soon, you'll be able to access posts by individual.

re: Michael and Kevin @ Tech Day

Glen T — Tue, 26 Sep 2006 14:58:06 GMT

I just skimmed the 10 most recent posts to the "Customer Experience" blog. 8 of 10 (including this one) appear to be off topic. They include PR posts, battery recall posts (which have their own blog) and posts about specific hardware models.

You can't fix Dell customer service problems by creating a new initiative, giving it a new name, rolling it out with a big PR announcement and then trying to sell it to an audience who consist largely of people who are still struggling with the existing system. The last thing that most customers want to hear is positive spin. We want solutions to our problems -- now.

Dell 2.0 means nothing to a customer with a 10 week old notebook that has intermittent video problems, who just can't face running the technical support gaunlet again. It amounts to battle fatigue: you get to the point where you can't bring yourself begin the process because you already know the level of time and committment that it will take to get the problem diagnosed and repaired.

There are people right now on the Dell support forums who share common problems and who try to get each other to "phone it in" in the hopes that they can avoid the inevitable 1 hour and 45 minutes on the phone that it will take to get some action. To them (us) Dell 2.0 has no meaning.

re: Michael and Kevin @ Tech Day

Mr. Anderson — Thu, 21 Sep 2006 16:43:46 GMT

Lionel,

Thanks for the response. Many of us have been trying to get Dell's attention and have been ignored. Our attitudes towards Dell have dramatically changed in the last 6 months. Alot of us "enthusiasts" work in IT positions and recommend Dell each and every day. It is getting harder and harder to recommend Dell when we continue to be ignored. Someone from Dell needs to take control of this XPS situation and speak to the XPS 700 community directly. I am sure you agree, the longer that Dell is silent, the worse the situation gets:

1. http://biz.yahoo.com/seekingalpha/060921/17293_id.html?.v=1

2. Not to mention the Wall Street Journal article that was released today regarding the XPS 700. (Could not link to it but was released today.)

As I mentioned before, we wont give up. We were promised an enthusiast machine with a FUTURE upgradeability path.(BTX MOTHERBOARD, ETC)

Were still waiting. The numbers are growing on the forums..

Thanks for listening.

re: Michael and Kevin @ Tech Day

zbestwun2001 — Thu, 21 Sep 2006 15:57:04 GMT

Linonel,
As a long time Dell user, and a very pleased one at that.....my heart goes out to these XPS700 owners. Lionel they expected a roaring system not a cripled one. No, I do not own one....but I have alot of empathy for these guys.

Gamers want a machine that is expandable and not locked down. They want the full 590 chip capabilites, the want unstraped down RAM, in short they want what all the other gameing systems provide.

These people are so dissappointed and I really feel bad for them.

I own Dell stock, it has been going down. Please Lionel, make it right by these guys. That's all that I am asking for them

best
Steve

re: Michael and Kevin @ Tech Day

Lionel_Menchaca — Thu, 21 Sep 2006 05:54:17 GMT

Josh: Thanks for the comment. I'm looking into it and will let you know.

Mr. Anderson: Thanks for your comment. I hear you loud and clear. Know that there are several questions from XPS 700 customers. I'll continue to seek clarification from the development team and others. Please be patient.

re: Michael and Kevin @ Tech Day

Mr. Anderson — Tue, 19 Sep 2006 18:04:03 GMT

Lionel,

The XPS 700 users are still awaiting responses. It sure feels like we are being ignored and that the issues are just being swept under the carpet.

We will not go away. We paid too much for these systems to let our issues go.

ChrisM is fully aware what I am talking about and I am sure you are to.