Re: Dealing w Customer Support

Administrator wrote:
journey wrote:
Just the Facts:

Note: I will have a different take than complaining about Dell
service in a followup post. Mainly I list a few things that are
helpful in a situation like this.

I placed an order online. That order did not ship until last night.

I needed a modification to my web order, so someone in sales (Mathew
Stewart) did that for me last week (and charged me $24 for it) and it
was assigned a different order number.

All was fine in computer land.

Then, on Thursday I decided to change my order to have 3 years of
warranty service instead of 1 because I plan on keeping it fo 3 years.

On Thursday they said the original sales person is only one who could
change my warranty so I would have to go through him.

Every day since then I have sent an e-mail and have left a voice mail.
His voice mail says to leave a message and he will get back to me.

I called and e-mailed him over 5 tims on Thurs. and Fri. His voice
mail said that he is in the office and will handle any calls promptly.

So, today I sent one more email and left one more voice message, after
not being contacted all day, I decided to put on my disgruntled
customer hat to try to get someone to take ownership of the problem.

I was bounced around about 5 times. On a few occasions they wanted to
send me back to sales, but I said I didn't want that because sales
bounce me to some other department previously.

Then I ended up in extended warranty service.. After talking to them
for a significant time they could not handle it because it was for
small business. so, I got bounced over to some area in Small Business.

When I talked to the person in Small Business, it was the wrong area.
She gave me the number for another area.

At this time I told her how many times I have been bounced around, and
I want to speak to a manager or supervisor who could take ownership of
this problem. I was very persistent with this. She said she will
take ownership.

She was the best person I talked to, and her taking ownership was to
stay on the line to transfer me to yet another area. She stayed on
the line until I was connected to another area.

I knew the area at the time but I forgot it. The main thing is that
the person who was supposed to be able to help said Hi my name is Ron
and I will help you. Sounded like a real dufus. Then the line went
dead. I assume he didn't know how to hande a transferred call and
pushed the wrong button.

I got transferred to another area. My head was spinning. He sais
that I need to talk to customer care and that he would transfer me
there. He transferred me to the first phone area of Dell support,
just as if I had dialed 1 800 WWW DELL,

By this time I think I had talked to all the relevant areas.

I did try to get someone to take full ownership of the problem this
whole time and to tal to a supervisor but they never did that.

I navigated to through the phone system to customer care because it
would be most likely to enable me to escalte. The person said that he
was going to transfer me to sales. Instead the line back again. Back
to sales, the beinning. He couldn't help me and he said it's the
wrong area to escalate in so he transferred me to to the warranty
department. She said that I was in the wrong area so got transferred
to customer care.

At this point I wa ready to give up almost.

I talked to Customer Care. She says that they don't handle it so she
needed to transfer me to the warranty department.
She will talk to Warranty Department.

I had already talked to the warranty department.

The person in the warranty department is taking ownership of the
problem. She is very competant and helpful, so I asked for her direct
extension. Right now she is transferring me back to customer care.

She is talking to Customer Care now explaining the situation. I think
she is going to take more ownership of the problem.

I'm on hold now but this is enough to understand what happens to some
Dell calls.

I will have a different take than complaining about Dell service
rather than complaining in a followup post.

Journey



http://www.consumeraffairs.com/computers/dell_svc.html



Computers are essential but remain a mystery to many and the slightest problem can seem a disaster. All too often, the computer industry is its own worst enemy, with minimal customer service and technical support.

Having said that, a single computer manufacturer accounts for 53 percent of all the complaints we receive. Which one do you think it is? Click for the answer.

Buying a computer? Remember what the engineers say: "Good. Fast. Cheap. Pick any two." Want more evidence? Check out Vern's advice.

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