Dell Customer Advocates in the Blogosphere

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re: Dell Customer Advocates in the Blogosphere

FrogLick — Wed, 14 Jan 2009 18:38:37 GMT

In all fairness to Dell I have had reasonable Technical Support for significant hardware problems encountered with the two XPS systems I purchased within the past year. I did manage to speak with N. American based support personnel for both of these tickets. (The fact that both systems needed repair is another issue entirely.) It seems to me however that the vast majority of bad press revolving around Dell on this and other blogs & forums is most frequently associated with a variety of issues when dealing with the Customer Support operations in India. My perception is that there is a direct correlation between the increased level of customer frustration/dissatisfaction and the movement of a significant portion of this operation overseas in about 2005(?). Surely this dissatisfaction and bad press is driving previously loyal and potentially new customers to competitors and the cost of lost business opportunity will at some point excede any potential operational cost savings. One has to wonder, "Is Michael or any of his senior management team aware of or paying any attention to this?" It looks to me like instead they are relying on "Premium didicated support" options, Dell Dollars, rebates, Promotional Gift Cards, and other marketing incentives to drive sales instead of making the obvious fixes. All of these gimics would seem to indicate an awareness but only increase the level on customer confuion and frustration without addressing the underlying problems. Customers have a reasonable expectation that post-sales support during their warranty period will be handled by representatives with whom they can communicate and who have the interest and authority to actually resolve the problem and not just give a polite response -without having to buy an extra cost option! All of these posts are obviously by those who really want to remain loyal Dell customers or they wouldn't be wasting their time blogging about their concerns. Is anyone at Dell truely hearing what they're saying or will they do to little to late to make changes that will assure that Dell's future is bright?

re: Dell Customer Advocates in the Blogosphere

atul anand — Tue, 09 Sep 2008 16:36:53 GMT

three days back i bought inspiron 1525 model .i am having some problems regarding that.like my bluetooth device is not working properly. my stock trading websites are also not opening in this machine due to data execution prevention bcoz of which i am not able to open up many sites. my mcfee software is also not working properly

i am not getting any concerned person to talk with

please help me out

whom to concern for ?????????????

re: Dell Customer Advocates in the Blogosphere

Subramanian S — Mon, 01 Sep 2008 05:11:27 GMT

I have raised an online purchase request for Inspiron 1525 from Bangalore, India, on wednesday, 27-Aug-2008.

I got a quotation on the next day which is valid till 29-Aug-2008, Friday.

I tried to contact the Sales Personnel assigned to me, but am dissapointed. They are out of office.

And till now I am not able to contact anyone.

Please give me a proper solution, as I need to buy your Laptop. I do not want to log another sales request again.

re: Dell Customer Advocates in the Blogosphere

Anippicky — Wed, 04 Jun 2008 21:00:55 GMT

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re: Dell Customer Advocates in the Blogosphere

Richard — Tue, 15 Apr 2008 02:38:34 GMT

Hey guys,

Haven't you learned yet that the best computer you'll ever get is the one that you build yourself out of the best parts available at the best price possible. That way, you know exactly what goes into your machine and exactly what goes wrong if something ever does goes wrong. But I guess you don't want to own the responsibility for what might go wrong with your machine , eh?

re: Dell Customer Advocates in the Blogosphere

Christina Farese — Sun, 30 Mar 2008 20:58:26 GMT

I purchased a new computer from them in August, 2007. From the beginning the computer has not worked properly, constantly crashing, freezing, and losing information. I have spent countless hours on the phone with Dell Technical Support Services (a minimum of 35 hours); Dell replaced the video driver and mother board, and they have run endless tests on the computer. Dell still cannot find or resolve the problem.

It has now been 8 months of continuously waiting on hold, trying to communicate with technical support people from India who are not only difficult to understand, but also who do not provide a standard of excellence for customer support. The most recent example, after waiting on hold for an hour to speak to a Technical Support person, the person answered and put me on hold for over a half hour so he could get a drink of water! I requested to speak to a Manager. After speaking with the Manager, they finally after my insistence agreed to send a new computer as they now think that the problem is the hard drive even though they tested the hard drive which took over an hour to assess and the conclusion was that it was not the hard drive. The computer arrived today and it is refurbished. I paid for a brand new computer and I now have a refurbished one as a replacement.

This ordeal has been frustrating, extremely inconvenient and I am making little headway with Dell. Dell’s customer service process does not allow a customer to lodge a complaint, receive conscientious consideration or provide any type of an effective resolution mechanism. It simply does not exist. You must always speak to a technical support person who has no interest in truly solving a problem of this magnitude; you are just another voice on the phone. You can never speak to the same person twice and you can’t find a Customer Service Manager or problem solver for an extreme case such as this. You end up in an endless loop. I’m at the end of my rope after spending all of this money to be treated so cavalierly. If I’m running into this type of poor service, there must be many other people in the same boat.

Both Dell's service and product have been substandard. You can be sure that in the future I will be purchasing an Apple.

re: Dell Customer Advocates in the Blogosphere

Phillip — Mon, 04 Feb 2008 15:42:37 GMT

Dell Customer care and support are very inefficient. I order products Dell Rep cancelled it never got a call from them. I reorder the products, few days later got a call I have two the same products. Cancelled the product and now I have a product that I do not need if I need to send it back, I cannot. I talked to Bob the manager, he said I could if I pay the UPS cost. Now I have a product that I do not need and want to send back it, it is going to cost me. I should buy the products from local store then I could drop the product at the store. This the lowest a company got so far. Move to oversea and people with different culture that have no idea how the businesses do work in US. They all speak English that is good. However if they do not know your question they answer it anyway, Like you want printer and you asked do you have it the printer on sale? They say, we do have a good sale on the Laptop. Do you get it?I spend $1200.00 on products from them. That is the last shopping I do with Dell, even if they offer $1200.00 coupon.

re: Dell Customer Advocates in the Blogosphere

Donna Curl — Tue, 30 Oct 2007 04:37:02 GMT

I need to know how to send one note to everyone on my address book

without writting the letter over and over.

Thank You.

re: Dell Customer Advocates in the Blogosphere

john — Sat, 27 Oct 2007 02:22:38 GMT

how do you get internet on a laptop?