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 DELL SUCKS!
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| Author | Topic: DELL SUCKS! |
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mark unregistered |
posted 05-25-2001 08:47 PM
 
I worked for Dell and I personally know how you all feel...I know the frustration of being transferred here there and everywhere...I know that after the sale is made, sale reps RARELY call you back...I know I understand why you call and are extremely upset, the lies, or maybe not lies, but not telling the whole truth...and then theres "be sure to check us out at Dell.com" Dell employees are required to say this, even if they know you will never look at Delll.com...Employees are scored and monitored on their phone calls, but Dell "strives for 1st call resolution" and there is a big difference between 1st call resolution and how they are graded on their calls...call times..."under 5min average"...wrap up...this is what employees use to log the call (which is supposed to be done thouroughly), "under 90sec."....I apologize if any of you was a customer that I spoke with and made upset...this is why I no longer work for Dell...and will never work for Dell again. |
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formerdelltech Member |
posted 07-31-2001 09:16 AM
You forgot, Not only do sales reps rarely call the customer back, but they'll sell customers anything, especially stuff that doesn't work well with other stuff in the system. They never tell the customer about the warranty/contract. They never tell them what it really means. They never explain next day service..."Oh yeah, if you have any problems call tech support and they'll send a tech out to help you with your problem." I mean, come on sales, get your s**t together!!! I've had more than my fair share of calls trying to fix a major screw up no thanks to sales. Thank God I don't work for Dell anymore. Have a nice day. |
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8100 Member |
posted 11-07-2001 06:06 PM
I agree as well, but i'd like to add the Dell and MSN don't tell each other what they support and what they don't, And with the salesmen they on;y sell the top of the line parts but they don't check the system to see if it's compatible. As well as say sell a joystick with a new system when the custimer only has a 64v sound blaster card it's idiotic, my sister works for sales abd all she has to do is see if the part is in then send it off |
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audra Junior Member |
posted 03-11-2002 03:35 PM
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audra Junior Member |
posted 03-11-2002 03:51 PM
I worked for Dell as well in the Heathrow,Florida. I got the same treatment there as anyone in the Technical support for Dell. The crap they put you through in the tech supoport relm of it and the hoops you have to jump to get someone to where they need to be is a big **** on your knowledge of the situation. The job is so dang boring... you are doing the same **** all day long. It gets so old after a while. Then there cheesey Recognition Events... They did the last two that I was in at the call center.... while you were taking calls. If you were lucky you got to pay half assed attention to the crap that is going on and if you were lucky as hellyou got 1 slice of pizza. Before that you could go to the bowling alley or to a children's park and ride the Go-Carts for a few hours.... fun,fun,fun!!! Not! Then they make you get back on the phones for the last 10 minutes of your shift after having all this fun and getting stuck on the longest call of the day with a complete moron that don't know his *** from a hole in the ground when it comes to computers. Gotta love Dell Technical Support.
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Graysonn Junior Member |
posted 03-13-2002 08:30 AM
Have to side with people here. Sales suck. The amount of times that they messed up an order and sent the wrong thing out and then tried to pass it off on us is ridiculous. But I have to say that the team I worked with in technical support were great. We had some of the best call resolution rates that you would find in any technical support anywhere. But sales were the bane of our existance |
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Yusaku999 Member |
posted 03-24-2002 01:09 PM
I hear you, Audra... I was there. Employees aren't appreciated anymore, and ...wait... were Dell's employees ever appreciated? After all... it's they who made Dell successful. Funny how many tech support centers are closed on major holiday, but just for the bragging rights of 365/24/7 support, the employees suffer. Reminds me of the last Christmas I worked at Dell in Heathrow... I found out that the Dell tech support center in Round Rock was closed, but the outsourcers were ordered to remain open. Employee appreciation event, I guess... |
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iwonderyiworked4dell Junior Member |
posted 08-02-2002 12:45 PM
i share your sentiments i regret having worked for dell....allthey ever do is cheat on there customer....for instance you buy a warranty for what $200 and if one of your devices is defetive what does dell do....they sent out refurbished part....not new but used refurbished part....how about the tech warranty....cust thinks they'll have technicians going to their houses for troubleshooting no sir....they'll send them out just to replace the part....just replace...they won't even test if the part is working....and how about ther new system....damn most of them crash before a month and when you call dell for this half of the people in support don't even know how to troubleshoot coz they just train for 3 weeks.....3 ****ing weeks....well i had computer education but half the people i worked with where as dumb as michael dell himself....so tell all your friends to quit purchasing dell...they're ripping their customers off....consumers ought to report them to better business bureue |
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formerdelltech Member |
posted 09-03-2002 08:47 AM
It seems that one of the biggest complaints is the refurbished parts thing and the warranty. I worked for dell tech support also at one point and yes it sucked, and as for the whole onsight tech issue, it was never our fault that the clients never read their contract or warranty. It was always clearly stated, but people don't read these things and the sales reps never helped matters much by telling people that a tech would come onsight to troubleshoot their PC. It's all just a lack of communication and unfortunately tech support gets all the crap for it, because people can't read and they actually trust a salesperson. As for the whole refurbished part issue. It's cheaper. It's a cheap way of doing business. It's just like if you get a major part on your car replaced like a starter or alternator, it'll cost you about $100 - $200 less if you buy a refirbished part. Besides a part is considered to be refurbished if it has been installed. It doesn't ever have to be used, but if it was taken out of the box and installed and then immediately taken out again and placed back in the box then it was used and is now considered to be refurbished. Why are you complaining? Dell sucks, but we don't work for them anymore and don't have to put up with illiterate customers anymore. Have a nice day. |
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PortTech Junior Member |
posted 01-04-2003 02:50 PM
Outsourcers suck, it's just that plain and simple. Their managers lie about their stats, their techs are sub par. Outsourcers were phased out of Dell after the HUGE volume of complaints. They are a joke to Dell badged employees. An Outsourcer's idea of an accurate call log is "Cust Disconnected" after 30mins of trouble shooting. As for sales, they're pushed to sell computers period, we in tech get pissed at them all the time but if it weren't for them selling we wouldn't have anything to fix. Of course Sales don't call people back, why would they, you should listen in on some sales calls, people leave their IQs at the phone prompt. They want 7 month old specials, free printers that expired a year ago it's ridiculous.
Read the warranty moron, it clearly states all trouble shooting is done over the phone, onsite techs are there to install the part and run diags to make sure it works. Only then are you supposed to sign their little form that allows them to leave. The refurb part thing is hilarious, do you really think with today's prices someone is going to refurb a CDROM? Do you know how complicated those things are? It would take damn near an engineer to open one of those things and a robot to fix the 4 layer board inside. They don't take broken Motherboards, HDD, CDRW/DVD/CDROMs fix them and send them out to customers. I worked in Manufacturing before I went to Tech support, if you take a part out of it's original container by law it has to be then marked refurb. It would cost 10 times as much to fix a CDROM as it would to just buy another one. People think Dell still makes computers they bought 4 years ago, go to another computer company see if they'll give you a 4 year warranty. Or Free tech support. Most of them now will not give you any tech support at all after 30days. If any after that it'll be billed by the hour on regular toll phone numbers. |
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