Great Customer Service!

I think these forums are a clear example of people making a lot of noise when they are unhappy but rarely being appreciative when things go right.

Glad it is all working out for you.

dlr356,

Thanks for the kind words.

Regards,

Robert

You are one of the lucky ones.

Well, I have to say I purchased through their Employee Purchase Program.  Maybe the experience is different, because I have had several issues, and all have been resolved quickly and very much in my favor. 

The positive experiences outweigh the negatives, but the negatives make a lot of noise about it.

Isn't that life!  I have to say, some of the negatives appear to be placing blame inappropriately, but it isn't my concern.  Just wanted to try and counteract some of the negativity. 

dlr356:

Isn't that life!  I have to say, some of the negatives appear to be placing blame inappropriately, but it isn't my concern.  Just wanted to try and counteract some of the negativity. 

I agree totally - placing blame inappropriately is seen a lot on these boards... Another one is expecting that certain issues will be better with other computer companies.

While there are complaints here that are valid, they are hidden among all the unfair and unrealistic posts.

Thanks for reminding peple that. for the most part, Dell does things right.

Does everyone in this thread work for Dell?

Say hello to Michael for me.

To answer your question, I do not work for Dell, and I'd guess the others (other than the clearly marked Dell employee a few posts up) do not work for Dell either.

If you're implying that the only people that have good experiences with Dell are Dell employees, I think you'll find you're mistaken if you look at things rationally.

well i am not having any luck with customer service. i called to place an order for a laptop and i got a wrong specification.i have been trying to call dell since yesterday and all i get is a go-around and a break in connection. it is frustrating, very frustrating. i didnt order online but spoke with a sales rep to make sure i got the right specs but i am still stuck trying to speak to someone who knows what they are doing.

dell needs to improve its customer care department.

I love to get good customer service. After 2 days of trying to get a replacement cd (since they sent me the  wrong one) and Dell customer service and tech support keeping on the phone for 5-6 hours(half the time claiming they can't find me and the OTHER half trying to transfer me again and again, I am about to pull my hair out. Glad you got good customer service. BTW I am not blaming it on foreign support since I had a foreign worker at Verizon and had EXCELLENT customer service.

hrova:

To answer your question, I do not work for Dell, and I'd guess the others (other than the clearly marked Dell employee a few posts up) do not work for Dell either.

If you're implying that the only people that have good experiences with Dell are Dell employees, I think you'll find you're mistaken if you look at things rationally.

Hrova - I would think that the reason people may think you (or others) work for Dell is the fact that you've been a member since 2003, you've got over 3k posts to this forum, and the posts that I've seen you post seem to have the same "tone".   I guess its just curious why some random person would spend six years posting on this forum (it really isn't that great).

Let me explain to you the problems I've had with Dell....  oh wait, you've probably heard them all over and over again from countless people in your six years.   Dell deletes these messages frequently.  Will you deny that?

The only thing I ask is that Dell work on their customer service in the following areas:

1.  Dropped Calls.

2.  CSR that you can clearly understand and that can clearly understand you.  

3.  Limit transfers, limit having customers repeat their information more than let's say three times.

4.  Educate Sales Reps or hire ones that actually understand that not everyone that buys a PC has the same technical knowledge and may need advice on their purchase(s).   Train them to give solid, reliable, informative, and TRUTHFUL information.  (I'm not saying the consumer shouldn't do their best to educate themselves on their own PC needs)

5. Have a solid system to handle customers that fall outside the typical scripted text scenario.

6.  Fix your website, shipping and tracking updates, incorrect coding that interfers with correct billing, and check/correct the prices when ordering PC systems additional accessories (they were charging me $40 more for a gaming keyboard with the PC build up then it was advertised for).

7.  Give your employees more power to make the consumer happy (or at least satisfied).   If its a small and easily fixed solution that costs you next to nothing, but keeps a customer happy, why not?

I have a few other suggestions, but I would think any business advisor worth a blah blah...  would have already been on top of these things.   Pretty basic concept that we all have to deal with every single day of our lives....     if you have termites, you have them professionally removed so that you protect your investment.   If you have a bad cold/flu you go to your Doctor and take medication to protect your investment.  You get your oil changed in your car to protect your investment.   If you own a big successful business that owes its success to consumers you take care of your consumers when they're unhappy.

" Dell deletes these messages frequently.  Will you deny that?"

Dell deletes posts which violate the Terms of Service people agree to when they sign up for these forums. As you have noted, there are several negative posts still  around, so it is not a case of Dell just deleting negative posts.

hrova:

" Dell deletes these messages frequently.  Will you deny that?"

Dell deletes posts which violate the Terms of Service people agree to when they sign up for these forums. As you have noted, there are several negative posts still  around, so it is not a case of Dell just deleting negative posts.

 

I never disagreed with that, I'm just stating they delete a lot of forum posts that deal with people having issues.   It may be because the people having issues are fed up enough to hit a forum they don't usually hang out on and seek a little relief by ranting/venting/getting it out of their system.