Jeff Jarvis—Dell Hell: The End?

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How will you respond to a customer complaint in the age of Social Media?

MountainRunner.us — Thu, 09 Jul 2009 16:54:13 GMT

This is a lesson fully applicable to public diplomacy, strategic communication, global engagement, or whatever your tribe uses to describe the struggle for perceptions, relevance, and support. Unlike Las Vegas, what happens in new media doesn’t stay in

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re: Jeff Jarvis—Dell Hell: The End?

Marcel LeBrun — Thu, 26 Jun 2008 19:46:29 GMT

Congrats guys. A huge accomplishment! Plus, you have a great humble perspective on it too... Good on 'ya!

Marcel

re: Jeff Jarvis—Dell Hell: The End?

joanne_hamann — Thu, 12 Jun 2008 14:36:58 GMT

Peter,

The only reason some comments are not posted is that they violate the Terms of Service agreement that includes, no profanity, abusiveness to other posters.

The poster should be notified by email the reason it was not posted.

Joanne

re: Jeff Jarvis—Dell Hell: The End?

Peter — Wed, 11 Jun 2008 21:00:07 GMT

Judging by the storm of issues surrounding Dell's XPS 630i, I am surprised anybody at Dell can say with a straight face that Dell is actually trying to better the customer service. I can to this very spot looking for help since one of the other people having issues said that Lionel was very helpful. I posted my request on the blog. Its been 7 days now and it has still not posted. I imagine it has been moderated out of existance. I'm suprised some of the posts in this blog are here. Most of the people I have been speaking to that have posted negative comments find that the post vanishes from sight quite quickly. So I am posting this to see if it will actually see the light of day. I hope it does, and I hope that someone steps in to help not just the XPS 630i customers that were lied too and are currently being stonewalled by Dell, but all of the folks here that not treated anywhere NEAR how a customer should be treated.

re: Jeff Jarvis—Dell Hell: The End?

Pat RIchards — Thu, 01 May 2008 12:06:42 GMT

I have never had a postive experience with Dell. The language problems alone is enough to make me pull my hair out. I take that back, the person who took my order spoke English as a FIRST language. It was all down hill from there.

When I bought and paid for this computer, I spoke English, and English only, still do. SInce my initial purchace, I have never spoken with a person who had working knowledge of the English language. Then, when they speak garbled English at a rate only the Marahani would understand, it becomes YOUR fault that you can't understand them.

Problems can't be resolved because of the language barrier, and there ARE problems, oh MY are their problems.

And the loaded programs are only trials. Oh my HP I got full programs, Oh I probably paid for them, but the price I paid was for what I needed.

There is literally NO CHANCE that I will ever buy a Dell again.

STAY AWAY, RUN, HIDE.

re: Jeff Jarvis—Dell Hell: The End?

Richard Dellefave — Tue, 01 Apr 2008 22:12:02 GMT

I opened a Dell Preferred Account in January 2004 and purchased 2 Dell computers with it, one in 2004 and one in 2005. I was purchasing a 3rd computer today and found out that the account had been closed for "inactivity" and the closure reported to the credit rating agencies. No notice was ever received by me. As anyone with a bit of knowledge about credit reporting will tell you, a credit card closing by an issuer negatively impacts your credit rating. Your "preferred accounts" department told me it is company policy to close accounts that are inactive for a year. My question is why would Dell treat its most loyal customers in this manner by negatively impacting their credit ratings. Surely Dell does not believe that customers should be purchasing new computers once a year. I wish someone could explain to me what benefit there is to Dell with a credit policy that downgrades the ratings of your best customers. Had I known this in advance, I would never have opened the account in the first place and simply used another card.

re: Jeff Jarvis—Dell Hell: The End?

Lee — Fri, 28 Dec 2007 18:13:40 GMT

I have just been reading some of the sorry experiences customers have had with Dell and I have to report that I also did not have a very good experience.

I had ordered a 1520 laptop through a Dell kiosk at a local shopping mall. The young saleman did not inform me that with a glossy LED panel there could be a problem with reflections and that there was an option for a anti-glare screen. Well!! There sure is a lot of glare. It was like a mirror - I don't like looking at myself while working on a computer. I called customer service and got the Center in India. I had a very difficult time understanding the two people I had to talk to over there. At one point it sounded like a fight was going on in the background. Was he working from home? I finally got an authorized return number but it took 30 minutes which should have taken only 5 minutes.

Both the experience at the kiosk and with foreign customer service leaves a sour taste in my mouth regarding Dell. Customer service would be much more efficent if it were done in this country and there would be greater satisfaction. Dell, are you LISTENING?

Lee

re: Jeff Jarvis—Dell Hell: The End?

andrewdijak — Tue, 11 Dec 2007 00:02:32 GMT

Ouch....I guess listening starts here.

Is anyone listening??