The Voice of the Customer

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While this blog has certainly added a new dimension in our ability to get feedback from customers, it is not the only method we use. We have many avenues ranging from the direct relationships with our business customers, to customer focus groups, to the direct product quality data that comes from our tech support, to externally published product and satisfaction rankings. But today, I want to share some details about our formal corporate wide “Voice of the Customer” program. This research program is centered on customer surveys.

We use responses to surveys to help us 1) determine what issues need to be addressed 2) how to prioritize the issues we work and 3) to help us monitor whether or not the changes are actually working. For the business folks – you can appreciate that we need to ensure our investments get the right return; for the process engineering folks – you can appreciate that we need to use rigor and good design practices when we start to change processes.

The inner workings of this program are quite fascinating. We need to make sure we don’t over-survey our customers (and I am sure some of you feel like we do!) yet still survey about all aspects of the experience—in enough detail to make sure we can do something about it. What d’ya mean? Well, we survey about your online shopping experience, how you felt about any interactions with sales agents and what about the delivery of your system? Did you need to call customer care to get any help during this time – if so – how did that go? Maybe you used Dell Financial Services and want to give us feedback on that. And while you’re at it – how was your last interaction with Tech Support? I think you get the idea.

You might be surprised to learn that there is a great deal of science behind this type of research. We need to make sure that we have statistically relevant sample sizes…. Yikes what does that mean, you ask? Well, just think about all the political polls that come out. They always mention how many people were interviewed—say 500—and then they tell you the margin of error is + or – 1 point. So when we make changes we need to get a statistically relevant survey sample to make sure those changes actually worked.

Worldwide Dell receives about 2 million survey responses a year associated with our Voice of the Customer Program. You tell us resolving problems quickly and easily is one of the most important things we can do. But we’ve also learned that preventing problems is equally important – we need to make sure your order is right and gets to you on time and you want us to deliver a high quality product. This is how we are investing our efforts and ultimately you are the ones that tell us if it is paying off.

OKAY…but does it really work? Last year, for our US consumer customers, our surveys showed we had declining satisfaction and loyalty. This was supported by industry customer satisfaction surveys like University of Michigan (ACSI) and the PC Magazine Reader Satisfaction Survey. Since many of these industry surveys only happen once a year, our internal surveys actually tell us sooner whether our changes are working. Recently, the results show we are starting to turn the corner in the consumer business. And fortunately, our Americas corporate business, Europe and Asia did not see the same declines last year and are making steady progress. We are not celebrating and we have a lot left to do—but it is encouraging for all of us—that you are noticing some of the changes.

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38 thoughts on “The Voice of the Customer

  1. You mentioned in this blog entry "this blog has certainly added a new dimension in our ability to get feedback from customers".

    This lead me to wonder about the minimal number of replies I see in the comments for each blog entry.  Is this due to the limited amount of time the blog maintainers have for approving posts? Are there really so few posts that are… without inappropriate content, that these few are what passes the approval filters?  Are you finding that many customers are using this blog to request personal assistance with their issues, including personal information that should not be shared with the public? Or are there just so few people posting comments?

    I’m also curious about the levels of traffic your blog is getting.  is that too personal to ask?  As a Dell customer, I’m curious about how interested other customers are in this blog.

    Either way, as painful as it may be occassionally, thanks for reading, and approving, some of the more negatively phrased comments, even those from me.

    -DL

  2. Hi Dell Lied:

    Lionel has written several posts about our process for posting customer comments. (see here & here)  Our intent is to filter very few!!  Unless it is way off topic or profane.  So what you see is pretty much what you get.  A few do get routed into a support group… but not that many.

    Makes you see why a more formalized program like our survey process gives us a more statistically relevant sample size.  Otherwise it is hard to tell if people posting are the majority or minority on any one opinion.

  3. Laura, thanks for your partial response. I don’t discount the value of the survey process, hence my suggestions for improvement.  In fact, I believe they’re quite valuable to Dell and in the end, to the customers who benefit from the results.  I only question the process, as I have seen mildly frustrating limitations and potential flaws in the existing poll methodology.  However, I’m no expert. So perhaps the existing methods are best? Only by asking the questions, can we determine if they are valid or not.

    I’m honestly sad to see so few overall comments to the articles on the Dell blog (Direct2Dell.com). Especially, with the vast number of people "out there" that are Dell product owners.  Granted, the blog is very new, but some of the less sales oriented entries have been very interesting. I look forward to more of them.

    Good luck with all your efforts to communicate with your customers beyond the existing direct sales/support channels. I hope they work, as they would benefit me, being a Dell customer.

    -DL

  4. Ms. Bosworth,

        I read the comments in your last paragraph with interest—-"….we

    had declining satisfaction and loyalty."

        I’m writing you on a Dell 4600C,next to its A960 Dell printer—an able replacement of the first A960 that died 40 days after arrival and taking weeks, plus dozens of hours/emails with India(?) to replace.

        These will be last Dell products in this house, which started with

    our purchase of Dell Pentium 60.  So, your records would show we stuck by Dell a long time over the years. Thankfully, now, I’m even getting your mailings and perky email ‘come -ons’ to cease.

        As much as ‘we stuck by Dell’ , Dell’s ‘customer service’—-

    which we may have contacted a maximum of 3 times(I can remember

    only2)—- abandon us so completely, at every turn, it seemed as if

    Dell viewed us as the enemy/unable to communicate on even the

    basic of matters.

      So, Ms. Bosworth, your quote was of no news to me….but

    your admission is refreshing.

    Signed,

    Steve Spencer

  5. ….me again,

        As a social scientist I understand the underlying assumptions of survey research ….having spent years teaching it I think I can appreciate your "beliefs" in its efficiencies..

        However, your Organization (DELL I assume) has gathered together a group of people and requested that they enter into a dialogue with its representatives (You being one of them.)

         There appears to be a large number (Majority?) that have a set of common concerns.  They have been very vocal.  And they have repeatedly requested that, instead of ‘preaching,’ you respond in a true conversational mode.

         To respond with:  "Makes you see why a more formalized program like our survey process gives us a more statistically relevant sample size.  Otherwise it is hard to tell if people posting are the majority or minority on any one opinion. "(Bosworth, August 15, 2006 1:35 AM )

         As a Social Scientist (PhD in Social Psychology), and as a Businessman (fifteen years in a successful service organization) let me suggest that "statistically relevant sample size" has absolutely nothing to do with you and your colleagues entering into a dialogue with the participants.

        Arrogance (‘overbearing pride evidenced by a superior manner toward inferiors’)  is no excuse for ignorance (‘lack of knowledge’.)

        As I mentioned in another post:  do some statisical and qualitative analysis on the data you are receiving, report it back and at least give the participants a ‘feeling’ you are listening — if nothing else ‘pretend’  — you know, like "putting on a face"  — sort of like using "makeup"

    P.S.   Please separate the Academic from the Practical — if Dell has a large enough group of "disatisfied" customers that CRN runs a cover story, and Dell starts this ?Blog? then the issue is "statistically significant"!!!

  6. I have an idea why not try to survey the blogs and answer the peoples questions?

    Only a very small percentage of the questions have been answered as Dell Lied pointed out.

    Or better yet maybe Dell should do an internal survey to find out who is responsible for the drastic decline in Dells once Flagship customer service.

    Heads should roll

  7. My last 3 experiences with trying to get in touch with Dell to resolve problems have been very bad.  You are on the phone for hours at a time being passed from one person to the next.  Sometimes being disconnected in the process.  Getting an e-mail response which does not solve the problem and tells you to call Dell is not the answer.  Customer Service with Dell is a thing of the past.  Has anyone at Dell tried using the call in system to try and solve a problem?

  8. David: please re-issue a comment with your e-mail and contact info (not to be published).

  9. I had commented on an issue a few days ago about the bad experience I’ve had while trying to extend the warranty (I say trying since the issue is still unresolved) and I do not know what happened to my comment or the fate of it since it has not been published.  Or for having purchased so many Dell systems, will I have to keep contacting the customer service and keep getting unhappy about problems being unresolved?  Has anyone at Dell bothered to contact the customer to try and solve a genuine problem that the customer has?

  10. I don’t actually believe that the customer necessarily has a voice that Dell wants to hear. This blog may be a good example, in that customers can only respond to postings, which seem to be more spin doctoring than self-critical. Blog responses appear to be heavily screened.

    I once asked a Dell CSR to connect me to the "Complaints Department". She paused for a moment, and then told me that Dell did not have a complaints department. I asked her who I could complain to about the poor service that I had received. She said "you can talk to me." I responded, "but its you I want to complain about."

    My point is that customers have long ago crossed the threshold where they no longer believe that their complaints and suggestions are being heard by anyone who cares or who can effect change. We have the impression that people are just nodding and smiling.

    Many tech companies should consider renaming their Customer Service Representatives (CSRs) to Customer Management Representatives (CMRs), because their primary role appears to be to manage customer expectations and reduce costs, rather than to provide the level of service that the customer is seeking.

    In fact, some companies will spend large amounts of time stonewalling service requests, to the point where they have expended more time and money fighting than they would have in providing the requested service.

    I’ve dealt with large tech firms who truly believe that they are better off without the 10% of customers who complain because they consume a disproportionate amount of customer service resources. Their CS departments are obsessed with process, and actual service is secondary to this.

    And buying a customer service award from J.D. Powers and Associates is not the answer.

    It can become a personal crusade to get past the gate keepers and connect with someone in a large company who is empowered to act on a customer’s service complaints and suggestions.

    Is it any wonder that, after a while, the customer just quits trying? My suggestion: bring back the Complaints Department. It is only too easy to craft surveys that only tell you what you want to hear. Ask customers how they would fix the process. You might be surprised at what you learn.

  11. Srikumar: Sorry about your experience.  Please re-issue a comment with your e-mail (not to be published).  As noted in our rules of engagement and ‘Note’ in the comments section, comments related to specific product support or customer service issues will be addressed separately rather than posted here.

  12. "when customers contact Dell for help, they want us to fix their issue(s)"Laura Bosworth, Director – WW Customer ExperienceAugust 24, 2006 11:51 AM

    Relook at the data ….might it be interpreted as:  ""when customers contact Dell for help, they want us to fix"  DELL’s  "issue(s)"

    I’m curious, what are you doing to fix Dell’s problem(s)?

  13. ooooops!!!!

    ,,,,I bet I was wrong   …reference my request to consider reinterpreting the data that yielded: "when customers contact Dell for help, they want us to fix their issue(s)."  Laura Bosworth, Director – WW Customer Experience August 24, 2006 11:51 AM

    — a significant number of participants of this website have pointed out that there is NO way to file a complaint [actually there is — it’s just not very easy to find (especially when you are experiencing a case of "blinding frustration")

    ,,,,it would logically follow that any survey utilized would deal with respondent’s "issues" rather than Dell’s "issues" thus the data interpretation would correctly refer to "their issues" NOT "our (Dell) issues."  —Not sure if we can extend this to "Blaming the Victim" (so I won’t go there)

  14. Regarding the topic of Customer Experience and specifically, customer service, what Direct2Dell commenters are saying in response to most of my posts (or the ones from Downs Deering) are generally inline with what our surveys tell us: when customers contact Dell for help, they want us to fix their issue(s).

    This is the #1 expectation and they get very frustrated when it doesn’t happen. Unfortunately – if you read many of the comments in response to my blogs – more than half (warning: not a statistically valid estimate; I’m just trying to lighten up the moment a bit as this is heavy stuff) of the people writing have not had the experience of successful resolution. So the blogs have a higher percentage of “dissatisfied” customers. But let’s face it… that statistic doesn’t help much. So we keep working the problems.

    Many folks here have complained about “foreign” support for a variety of reasons—Downs Deering wrote a post about that. We see this in our surveys. Folks complained about bloatware—our surveys showed this. We asked Michelle Pearcy to comment about this.

    But sometimes, I see things that give me an idea for a post—like a handful of comments about our telephone system in my very first post; which I subsequently wrote about.  But since that one, I learned something we are looking into: the issue of background noise when folks use the automated voice system. In fact, the teams working on this were really excited about the responses. So, know that we are listening and learning—and we want to thank you for the feedback.

  15. Networks – I can’t understand your previous post…

    What they are saying is, when a customer has an issue (read "query" or "complaint" or "problem") they want it solved.  

    I’m not sure what your issue / query / complaint / problem with this is, other than pure semantics?

  16. Pat W:

       Language defines what we see —  I really think Dell should spend more energy resolving their "customer service problems"

       I am trying suggest to Dell in a number of different modes that they might want to shift their focus from "customer problems" to "Dell Problems"

       Data does not state facts — Data must be interpreted (Ms. Bosworth set the stage by wanting to deal with "statistically significant" findings) — what you look for is what you "see"

    — the fact that it is so "difficult" to communicate ‘complaints’ to Dell suggests to me that "they don’t want to hear" about their problems

     — I had a "performance standards" issue (next-day-onsite was ?seven days later?) — an attempt to ‘complain’ resulted in absolutely no response for 45 days — after I finally had a ‘supervisor’ point out the way to communicate a ‘concern’ —- I received:   "And in this matter let me tell you that the promise of a Next-business-day services it all seems to be a misperception because you purchase a BancTech Service Corporation Contract, this states that the Next-business-day has a principal period of maintenance." email datestamped Aug 1, 2006 9:53 PM from a person identifying themself as a representative of Dell

    —- that is ?semantics?

    p.s. My request for interpretation what he/she was trying to communicate was met with silence

  17. I just purchased a Dell Dimension desktop computer.  The model number is 8110 … not a recognized number on your outdated popup list of model numbers.   I thought after spending that much money, Dell could at least afford to hire a few people to respond to their customers email questions.

    I tried to send a message explaining my question by clicking on technical assistance.  After 2 hours of endless, insane do loops I gave up.

    My question was simple.  I just wanted to see a picture of the back of my computer to show me where the 15 pin gameport is located.  I want to hook up a joystick for Microsoft Flight Simulator 2000, and I needed instructions.

    Obviously, once Dell gets your money, they have no interest in ever hearing from their customers again.  I still have the box that the computer came in.  Please give me a good reason why I should not re-box it, return it, get my money back, and buy a HP who does provide excellent customer support. 

    An outraged Dell buyer. 

  18. Artley: Sorry for the frustration you’ve experienced up to this point. I’m thinking if it’s a new system, it’s probably a Dimension B110. Regardless, the system doesn’t have a 15-pin game port. It does have several USB ports though. Most current joysticks connect via USB these days.  If you want to use the 15-pin one, would recommend that you search the web for “USB to 15-pin” to find a vendor who sells a converter.

    Hope this helps. If not, please let me know.

  19. I have to agree with Artley, once Dell gets your money, that’s it.  I’ve been trying to get some one to talk to me about a problem and all I’ve gotten is phone trees and transfers, and when I finally got some one to talk to about home installation of a PC, they told me I had to talk to the Install Group.  It’s the install group that’s unresponsive as I’ve explained to several people at Dell — sorry not Dell’s problem.  Well it certainly is Dell’s problem since they contract with this group to install the home PCs. And since they don’t have a complaint department or anyone who actually wants to resolve issues I am forced to blog — my only outlet since no one wants to deal with a problem.  But more the fool me since this is the third Dell I’ve purchased in the last couple of years.  And  they want me to  extend my warranty — why would I do that if I can’t get them to have the computer set up. I’ve tried in the past to get them to help with technical problems and ended up taking the computer to a local firm to fix, even under warranty.

  20. Question:  Are the Chat Technicians required to keep the chat going for 20 minutes to get “credit” for handling a chat?

  21. When I purchased my new XPS M1330 laptop on 8 November, I rang Dell to ensure I would get it by 23 November. The timing was critical for me, because I fly out of the UK on 29 November, for a month.  I was ASSURED that the laptop would be shipped to me in good time by the salesman who I spoke to before placing my order online. This is the FOURTH DELL I have purchased in 3 years – 2 in Australia, and 2 here. I have had a delay every time, hence my phone request for an assurance of delivery on time. I wanted to give them another chance. Yet once again DELL have let me down. I am furious at this appalling service. The woman I  spoke to at DELL said I would get a full refund if it is not delivered by 23rd November. That is useless  because I want and need a laptop for my trip. Dell just seem incapable of keeping their delivery time promises.

  22. Three years ago I leased a computer from Dell Business for 36 mos.  The rep. stated that at the end of the lease I could either pay a fair market value and keep the computer or return it.  Guess what people they want to charge me a fair market value and I still have to return it.  After being transferred six times I still dont have an address to send it back.  I went from India to Pennsylvania trying to get this done.  Patrick whoever you are thanks for the help you gave me.  I had trouble with Dell for the entire lease.  This is why my last two computers were purchased from Compaq…..Please tell me somebody, why should i give them money to take back a computer? 

  23. This is not an attempt to blemish the reputation of Dell or, any of it’s products, not even to bad-mouth any of Dell’s representatives I’m only offering some experiences I’ve encountered with Dell and some of it’s products and a few of Dell’s representatives.

    About 4 years ago we purchased several Dell products; Laptops, desktops, wireless net cards, wireless routers and whatnot. And we’ve experienced problems with all of them less the wireless router (Thanks Dell) great router by the way is Linksys.

    Only a month after the purchase of one of the laptops (Inspiron 1150) it crashes cannot get it to boot, no problem we have restore cd’s lets not cry. Put the cd’s in restored the unit booted up life is good.

    But wait were is the pre-installed programs? Called Dell explained our dilemma after 45 minutes hold time, 4 transfers from one person to the next, a couple disconnects and call backs, another hour hold time some more transfers, and a lengthy conversation to determine if we even deserved the pre-installed programs I was told I could download the pre-installs from dell.com.

    It did not take long to discover this was not the truth we could not down load these programs, we could not find mention of any such downloads not even a link. And after the disencouraging phone experience, I was not about to call back we just purchased the programs.

    A couple years or so after the purchase of the Inspiron 1150 my wife purchased an Inspiron 600m for my birthday we were affected by the battery recall, Dell made good on the exchange everything was done online was very convenient and quick, however, the defective battery ran the laptop for 2 to 3 hours easy never heated up once whereas the replacement don’t hold a charge for 45 minutes and gets hot as the devils den now I can only use the unit with the AC plug in fear it will catch fire. Called Dell, you know how that works, I was told I have to purchase a new battery.

    A few weeks later the Inspiron 1150 the screen keeps going dim, move the AC jack and it brightens up again very annoying but I figure what’s worse wiggle the plug, or call Dell. With my previous experiences with Dell at no avail I opted to wiggle the plug big mistake, after doing this for months the entire plug have come lose and know after the battery is dead so is the unit.

    Contacted Dell and much to my surprise, after only an hour and a half I could not believe my ears guess what? The warranty is out on this system we would have to replace the main board at your expense I was told. Well DAH, I’m not calling to inquire about the warranty on this unit, I’ve been doing some research and I have found that almost if not everyone that I know with this laptop have the same problem and I intend for Dell to fix it that’s why I’m calling I told the entity on the other end of the phone. I’m sorry, but Dell is not responsible for repairs on out of warranty products. And that’s how I arrived here and after reading some of the post here I have ascertained that my friends and I are not the only ones with this same dilemma. Fix the problem or recall the product Dell.

    It is not my words that blemishes Dell’s reputation the cooperation is doing an outstanding job of destroying itself.

    If Dell’s intent is to disencourage it’s customers and disregard there opinions, concerns and problems and to sell, sell, sell than they are successful in every aspect of the word. Thank you very much Dell for making me a cautious shopper.

  24. Cautious: Sorry to hear the Inspiron 1150 has caused you several problems. I'll ask someone from Tech Support to follow up with you.

  25. Rebel: Sorry to hear about the lease issues. If you can send me another comment with your e-mail address completed, I can have someone from Dell Financial Services follow up with you.

  26. Thank you Lionel, any help or support I can receive is greatly appreciated. I have never and will not ever give up hope that somewhere in our world of darkness God has placed Angels of light.

     

    Your response is welcomed glow.

  27. Expensive Lesson: 

    We purchased a laptop for $3900.00 from Dell eighteen months ago. We financed it through Dell Financial Services as a no finance charge promotion. The promotion expired April 1. The balance on the account, after the March payment was 433.78.  So Dell Financial Services assessed finance charges for the entire $3900.00 rather than $433.78.

    This issue was not made clear to us when we entered into the  contract with Dell Financial Services.  We have another contract, a business lease, and the contract will be paid in full by the end of the week. We do not intend to enter into any of Dell’s no finance charge promotions again or lease from this company again. I am posting this so that other people will not learn this “expensive lesson.”

     

  28. Dell is the worst!!!!!! I will never use you again and will let everyone know in my local business associations how terrible your customer service is!

    I used to order all of my company's tech needs through Dell but I started using Tiger Direct for most of our needs a couple of years ago because I had a problem ordering at Dell and no one could help me. I I gave Dell another shot on Tuesday (7/22/08) when I tryed to order a refurbished model on line. After entering in all of the necessary info (credit card etc), I got an error message when I hit "send". After the 2nd time it happened, I called the Customer Service # and asked them to make sure I got the system. The women tried for 10 minutes and then transferred me to another person. He said that the order had gone through and sent me an email to confirm. He said "not to worry". I never got another confirmation email and when I checked on my Dell account yesterday, it said that there were no orders pending. I sent the rep an email asking for him to check for me so I didn't lose the machine and he responded by email that I should call Dell resolutions. I called today and spent over an hour with 4 different reps with no one having a clue how to help me. Finally, the last person's response was for me to just go back to the Dell store on-line and try to get another similar model. Unbelievable!! They don't know where the machine is or what happened to it and no one was willing to help me!

    I will never use Dell again!! You are so big that you don't care about small businesses like mine. I will order everything from Tiger from now on

  29. I just got my first Dell laptop for mothers day this year.  I have had 2 other Dells in the past, not to mention the countless Dell's my family has had.  When I was going to order mine, my family warned me not to.  My husband warned me not to.  Now I know why.  My computer has not ben working (crashing multiple times a day) in a couple weeks.  I have called Dell to have someone with a strong accent that I can hardly understand, try to walk me through fixing my computer.  My computer is only 3 months old!  I shouldnt have to be worrying about it not working.  It is some software problem (so the guy says), and I am on tears everytime I look at my computer. I have only made 2 payments and I wish I never got it.  I asked him if I could send it in to be fixed and his reply was "Thats not the warranty you got", well if Dell continued the make the product they used to, I wouldnt need that warranty!  I have not added any software to the computer and it is still everything that originally came on it. 

    I am so upset by this purchase and I know, as I sit here in tears upset by my computer (which still isnt fixed), I will NEVER buy another Dell computer again.  I will not recommend it to anyone.  If anyone asks me, I will tell them to buy from Sony or some other company that treats their customers better with better products that don't break down. 

    Thank you.

  30. I brought a dell XPS M1710 its been working fine and i've have had the laptop for a bout a year, what im disgusted about is there incompitent customer service

    1 there rude and un helpfull and thats when u can get hold of them, costing a bomb to ring everytime

    2 there is never anyone english to talk to, so i have problems understanding what they are saying and they cant understand me.

    3 there direct debits come out 3 weeks after there suppose to so im getting bank charge after bank charge

    4 I have only seen one statment even after asking

    I'm so angry with dell thay are useless. I was warned not to buy a dell i wish i'd listened. i have had enough im writing to the compliants watchdog and im going to cancel all payments and return my laptop im better off with a sony and there much cheeper aswell sort it out dell before you losse any more customers.

  31. I just put up a comment; don'tknow if it will be published; I want to know what to do when my lease expires?  I don't want to payfor one month past my agreement.  The three years will be up in March or April.  I'd like to keep the computer but I want to know how much it'll be.  Otherwise, how is the computer returned?  Lookes like from above postings we have to pay to ship to India or some other godawful place?  Please give me an answer?

  32. Well, if I had known of all the complaints about Dell and their lack of support or committment to their product then I would never have purchased a laptop from them.

    My laptop is a model vostro 1510 bought five weeks ago and has not worked correctly since I got it.  I have been on the phone with ii.net five days every night, followed by several more nights on the phone with Dell service tech, (service with a pun as I am not sure it really exists because they could not fix it.)

    After five weeks chasing up people in dell for an answer, I am now  told that the problem is a software issue and that the software is not covered by warranty.  dell do not cover third party products. Did I buy a third party laptop??  Are all the items that make up the laptop made by dell?  I think not.  Therefore the statement third party products does not clearly state what they mean.

    If I buy a new car with warranty then I do not have to take out a seperate warranty insurance for the microprosser that controls the motor.  If the motor does not work correctly because there is a software issue with the microprossor, then the car sales people arrange for the replacement of the item. They do not say that the processor is not covered by warranty.

    I want the laptop replaced, not attended to by the so called technical service . I wonder what they will say aboout this?

     

     

  33. Hi,

    I'm afraid at this point that there is very little you can do to get me to buy Dell again.  I have already bought Toshiba and Gateway laptops since my last Dell desktop purchase, (which was my 3rd Dell computer).  The frustration relating to service under my Dell warranty is just too high.

    I would like to get resolution regarding my desktop computer.  I have had ongoing problems with the computer for several months with an intermittent "blue screen" condition.  My wife and I have gone through many iterations of trying different approaches to fix the problem with online support.  Many of these have involved backing up our data and reloading windows.  This is not a trivial operation because of the need to ensure that all of the data is backed up.  We even bought a 1 terabyte drive for $300 (not from Dell) just so we could backup more easily becasue of the frequent requirements related to the blue screen problem.

    Honestly, at this point I rarely stay calm with your service representative.  I feel I am just a record on your system, no one at Dell has any sense of ownership of the problem.  To each of your customer reps, it is just another call, there is no sense of the frustrating duration and sequence of repetitive events and overwhelming burden for users.  Your staff seem unable to recognize that after awhile, fatigue sets in for your users.  My wife and I have spent so much time on this problem, instead of doing our work as self-employed professionals, that we would have been better off to buy a new computer and escape Dell once and for all.

    About 6-7 weeks ago, I insisted that Dell stop trying to do phone support and send out a technician to look at the computer.  The technician came and told us that there were liquids "oozing" from the motherboard, (I assume he means that some metal became molten and some point).  He replaced the motherboard and did some tests of the system.  It passed the tests but we were concerned that because of its intermittent nature the blue screen problem might still be there.

    Sure enough, within a week, the problem had returned.  I called Dell support and was told that the solution involved reloading Windows.  I told him that I was not prepared to walk through the process with him again, that I wanted s technician to come to my home and do whatever was necessary.  He refused and I asked for his supervisor.  After attempting to get me to follow the "Windows reload" process again, he agreed to have me speak to the supervisor.

    I explained to the floor supervisor about my ongoing problems and how I could not keep spending time reinstalling windows after doing a backup.  I also reminded him that the types of problems that the site-visit technican had identified would not have been resolved without that visit.  He refused to authorize a home visit, saying that the situation did not warrant such a visit.  When I asked to speak to his supervisor, he stated that he had no supervisor.  At this point, I got angry at his lack of willingness to give me contact information to escalate the matter.  The dismissive attitude is particularly upsetting.

    I spent a bit of time looking for a contact phone number immediately, but with no luck.  I haven't had time to pursue this until now.

    What I have found are Canadian and US websites devoted to complaints about Dell service.  This does not bode well for Dell.  I have also told this story to anyone who will listen.  This poor service was not news to these people.

    I hope that you can get someone to authorize a home visit to thoroughly diagnose and fix my computer problem.  Having a technician visit still means taking time off work, but at least I can spend some time trying to be productive on something else while the technician works and I feel that there is a better chance of resolution.

    If the problem persists after this next technician visit, I was wondering if Dell could provide a replacement unit, refurbished, if necessary.  I also wonder if Dell would extend my warranty by at least six months given that the computer has been used sparingly for at least that long because of the hassles associated with the Blue Screen.  (For the last couple of weeks, the blue screen has appeared at the point of booting the computer about 1/5 of the time, with blue screens also occurring later on in the sessions in which the boot is successful).

    Thank you for your time.  Hopefully I will at least be listened to here.

    John

     

  34. I was reading Consumer Reports the other day and I wish that I had followed their advise. I have been using Dell product for years and it seems that all the items I purchase only last 5 years, when the warrentee runs out the product follows within a year. The last product I purchased from Dell was a TV/Monitor, lasted 5 years. I have had many TV's through out my life and none of them lasted only 5 years, another $700.00 down the drain! Seems that Dell does not want future business from me, I have written and spoken until I can't anymore. As Consumer Report reports, HP is far superior to Dell in all feilds. So for now on I will be buying HP products. You would think at these times Dell would be trying to keep all their good customers, as one gentilman said before, once Dell has your money, they forget about you, such a shame.

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