A recent post on the Consumerist pointed to an address to send feedback to Michael Dell, and after I left a comment there (providing a better method for giving us feedback and getting issues resolved) I began to think about how Dell’s efforts in social media have changed since we began. I was pleasantly surprised by some of the comments there- but I’ll get back to that in a bit.
If you’ve been reading Direct2Dell for a long time you might already be familiar with the blog outreach program that we started in April 2006. The idea was to take customer support into a realm that it hadn’t been before: proactively contacting people online, in the blogs and forums where they were talking, and work with them on their own blogs rather than wait for them to come to Dell. The early days were filled with learning what did and didn’t work, and soon after the Online Community Outreach (aka Dell Customer Advocates) team was born.
Since the time of John’s post, the team has grown and evolved in ways that I think surprised all of us that were involved in the early days. One of the first transitions was combining the outreach team in with the team of Dell Community Forum moderators to pool their talents for community in general, given the team’s similar objectives.
Combining the teams was a precursor to what we’re trying to do with the new Dell community. Instead of separate groups that are tenuously tied together, we’ve combined the different pieces (blogs, forums, wikis, etc.) together with a goal of providing a seamless experience for our customers. By unifying the groups that work directly with people online, regardless of where the conversations happen, the hope is that we can more quickly and completely support our customers and bring them into conversations or present the information that is most relevant to them. Obviously we still have a ways to go on that front, but we remain focused on reaching that goal.
Getting back to the Consumerist post- what really grabbed my attention was the number of positive comments that appeared. In the beginning of the blog outreach team our efforts were focused on negative experiences and so the commentary we saw most often about Dell was also overwhelmingly negative. Seeing the positive commentary made me think that perhaps, as an entire company, we are beginning to move in the right direction again. Not all of the comments were positive, but we know that we still have more work ahead of us.
We’re still listening, and we’re still out there looking for ways we can help. These days, our monitoring tools are much more sophisticated. And while I think our team has come a long way since those early days, there’s no substitute for employees who focus on helping customers and connecting them with useful information.
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I'm new at this...I need to know where to go for receiving poor customer service.
I am trying to purchase a $3300 system,an upgrade from one I purchased 2 1/2 years ago. My old account was closed (not my choice). I had to open a new account with only a $2000 limit, which was not enough to purchase new system. DFS WILL NOT INCREASE THE LIMIT ON THE NEW ACCOUNT. I'm shopping other computer retailers who will take of their customers.It's sad because this would have been my 4th dell computer system.
@rubytwo Credit approvals and privacy issues such as those aren't really something we can help with very much via the forums or blogs. I would recommend that you contact DFS directly at www.DellFinancialServices.com.
Here is the direct link to their Contact Us page, and you can contact them via phone, mail, or email. Due to privacy laws and restrictions there is a limit on how much we can do directly to help.
Their reps can give you information on how to request additional review of your account and provide you with more information. I hope this helps.
DESPERATION POST - I apologize if this is posted in the wrong area.
90 days ago purchased an XPS 730 from Dell, desktop was refurbished. Since taking desktop out of the box it has been one issue after another. Took almost two months to get computer transferred into my name, have spent far in excess of forty hours on phone with tech' support. In all this time, desktop has failed to ever complete any diagnostic tests without locking up. In the first week I was told to back up hard drive aa spindle test failed and someone would call. No one called. Another partial test and I was told there was a serious power and/or cooling issue and I would receive a call within 24 hours. No one called. Tonight is the sixth time I have been promised a call back and it never arrived. I have paid $49 for Premium support to no avail. Computer randomly turns itself off, locks up, or fans begin to roar. Today's episode began twelve hours ao. I was told I had three or more definite issues and computer needed to be recalled and replaced and I would receive a call back within two hours - "Omar" (tech's name) promised to call every fifteen minutes after this two hour period until he contaced me. I did not recieve one call and I am where I was 90 days ago -- nowhere. I am still using the desktop the XPS 730 was designed to replace.
Dell does not appear to have any avenue, in place, for resolving such issues and after twenty-plus years with Dell find it almost unimaginable their support has evaporated to this.
I never purchased a refurbished computer prior to this one - obvioulsy a mistake. Now have a paperweight which cost in excess of four thousand dollars.
How much time is one expected to devote with no results?
Any insights would be ever so gratefully appreciated as I am getting nowhere fast. E-mails. of the above, to Dell receive stock returns telling me to contact tecnhical support.
Anyone who read this ... THANK YOU!
@ Ingalill There is an Unresolved Issues group that you can contact for help. If you go to http://support.Dell.com there is a link titled Unresolved Issues that you can use to contact a resolution group if you already have a recent case number for your issue.
You can click on the link above to contact them directly or if you want you can PM me more details about your case and I can see if I can find someone to help you.