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.
Posted to Unresolved Issues.
I have a page of case numbers.
First of all, please let me say that I have been an a true blue Dell customer for well over 5 years now. Well tonight, I am no longer. I just purchased the Vizio 32" LCD TV on Sunday (3/1/09) for $449.00 plus the $79.00 extended warranty. I log in tonight to find that the same TV, which I have not even received yet, is now $349.00. I purchased the TV on my preferred Dell acount. I thought that this would be an easy fix. Call them up, explain the problem and bam, I thought I would have the $100.00 put back on my account. No problem, right? Wrong! I have spent well over an hour tonight on the phone with several people that basically told me that they can do nothing for me. They told me that I need to ship back the TV, wait for a credit on my account, and then repurchase the TV for the lower price with no gurantee that once the credit has been taken care that the price will still be $349. Why not just give me the $100.00 credit on my account or give me $100.00 toward the purchase of something else? No, they can't do that. Now I know that $100.00 might not seem like much to Dell, but to me, it is. The sad part of this entire story is that I am going to take Dell's customer service reps advice and I am going to send back the TV and get my credit back. But I will not be purchasing anything else from them. I can get the same TV for Dell's price at Wal-Mart. In a time where every dime counts for businesses, I can't believe that Dell is ok with losing a customer over $100.
I have many issues.. 1- I purchased a LapTop for my mother, I used her Visa and it was shipped to her, the sales person made the mistake of putting the ownership of the Laptop under my name, I have chated and e-mailed and spoke to every person I can and no one can make the change..
2- I spoke to a sales person on Chat, he told me I could buy the same 500 gig Hard Drive for my XPS M1530 and also for my Inspiron E1505, I asked him are you sure, he said yes, Now I have them and the 500 gig does not fit in the Inspiron E1505, and now I have a laptop that does not work right becuase I took every thing off of it and put on a external.
3- When I tried to fix both of these issues first by chat (5 times) and then by phone (4 times) I could not get any one that would help me, get these issues fixed and fast, no one would put me in contact with the people in the united States and no one could speak any better english then the one before..
I NEED A HARD DRIVE THAT FITS MY INSPIRON E1505 AND I NEED IT ASAP, WHO DO I NEED TO TALK TO TO GET THIS TO HAPPEN ASAP. AND SPEAK ENGLISH AND IS LOCATED IN THE UNITED STATES
TODD R. VANDER GALIEN
<Admin Note: Removed phone number and email due to TOS violation>
@ toddvg Sorry you've been having problems with the system. You can change the owner name yourself by filling out this form online. It will take a few days to process but it will and then there shouldn't be any issues with getting support.
The hard drive that you purchased, what type of hard drive was it? I'm not that familiar with the specs of those two systems off hand but you say it won't fit, is that because of the connector types used for the different models? Or will it not physically fit? I'm not sure how the hard drive carry cases for the two models differ but if you'd like to PM me a bit more information I can take a look into this and see if there is anyone I can contact that can help you.
Unfortunately I am one of those people who have unresolved issues with Dell. As a loyal DELL customer this most recent experience with Dell and Customer support has been nothing short of a nightmare. It began on 30 Jan 09 with an order for a refurb Dell XPS ONE, 20 inch. It arrived 7 days later and was DOA. Since then trying to get a refund or replacement has been a journey worthy of chapter in Dante's Inferno. Customer support has been rude, uninterested, uncaring, and full of canned phrases which they all repeat to customers incessantly without conviction. All I wanted was a computer to replace my older Dell desktop. What I received was indifference. Until this day I have no idea if and when I will get a computer or refund. The computer is always in production, in the build phase. The dates for shipment change every day twice daily and to boot my first replacement order was cancelled for what reason I know not and now there is a second replacement order. I just do not think it is reasonable to have to wait month's for a computer or not be given a refund. I have grown tired of this issue as it seems I can't get through to anybody in RoundRock where I used to live closeby when stationed at Ft Hood. Is this the new improved more friendly Dell? I hope someone can help/offer advice from the Dell Community as I truly see no solution in sight, just an endless string of phone calls and postponed production dates.
@ ARPiace If you would like to PM me some more information about your case I'd be glad to find someone who can try to help you. I'm sorry for any problems and hopefully once we get more info they can look into it and help you get everything resolved.
I purchased an Inspiron 1525 because I was under the
impression the product was made in the USA. I received the computer and found
it is actually made in China.
I had the computer two weeks and the screen went black. So I
contacted support, to find that I was on an over seas call. The person I was
speaking to was hard to understand. She had me disassemble the computer and
trouble shoot it before deciding to have a service person come to my house (have not seen one yet). Now
I keep getting calls about my case number and the part being back ordered. The
service department is not coordinated.
I thought I was supporting an American company with American
employees. I am very unhappy with the entire situation.
It has been a week now and I still dont have my new laptop working.
I'm sorry for the delays in getting your service call completed. If you would like to PM me with some additional info I'll ask someone to take a look at the dispatch and see if they can get a better idea of when the parts will be available.
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I added you to my friends list. I cannot respond to the e-mail. I am really
frustrated with the service department. They told me last night that a
technician would contact me today. I did not hear from anyone, so I called the
center that is supposed to send the tech. They told me I was not in their database.
I am concerned now that I will always have issues with this laptop and
always get the run around from someone I can hardly understand. I don’t want to
get stuck with a laptop that is nothing more than a paperweight.
You should be ale to PM me without needing to be on my Friend's list. If you can send me more info maybe I can find out what is going on.