Dell Global Services: We’re Listening

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Over
the past year, many of our business customers have shared candid feedback
through our support specialists and in places like IdeaStorm and Direct2Dell
about Dell's technical support solutions. 
You tell us what we're doing well, and in many cases, what we need to
change.  I'm here to tell you that we're
listening, and we're finding ways to act.

You've
given us many ideas, and we're taking time to consider all of them.  Here are three suggestions that you've made
loud and clear:

  • Simplify the purchase
    process. 
    IdeaStorm user beefman and many others have told us to simplify the purchase process for
    Dell products and support solutions. 
    Beefman described the current "multilayered, multitiered pricing
    structure" as "immensely confusing today" and urged Dell to "simplify!"
  • Skip the scripts and
    treat IT professionals as the professionals they are. 
    IdeaStorm user hipowerone and many others have asked Dell to differentiate between IT professionals and
    end users
    calling for technical support.  They've asked that Dell "get rid of the
    scripts" and mandatory troubleshooting for IT pros who call with a clear
    understanding of their problem – thus, saving time on the phone and helping to
    resolve the problem faster.
  • Make support services
    consistent globally. 
    IdeaStorm user xaerts, an IT manager for the European region of a
    multinational company, expressed the challenges associated with managing the IT
    needs of 15 different offices.  He
    suggested that Dell organize a more streamlined, global service and
    solutions
    offering. 

We've
heard you, and have made significant progress in giving you what you've asked
for.  Next week, Dell Global Services
will share more details on upcoming enhancements to our service offerings for
business customers of all sizes.

Thanks
for your feedback… more to come soon.

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11 thoughts on “Dell Global Services: We’re Listening

  1. I just had a dealing with Tech support at Dell. The NIC in one of my brand new (less than 2 weeks old) Optiplex 755's was bad and would lose connection every 5 minutes or so.

    1/29/2008 2-3pm EST

    I called Dell and they ran through their list of questions…Is the cable plugged in?; Is the cable good?; Have your tried another computer on this port?; etc. The NIC went into one of the short periods where it worked, so I hung up with the tech and rang a continuous ping test to another computer on the LAN to see if the NIC quit again…and after a few minutes it did. I called back to Dell tech support, gave them the case number, and guess what…the tech (Abrahm) who answered the call started with the same questions. I told him that I already did all the steps and just need the board replaced. He said that he needed to do some diagnostics first. If he had read the case, then he should have seen what the previous tech did, and noticed that he was repeating the steps in the same order. I struggled to get him to understand the problem, and to understand his accent. After about 10 minutes of troubleshooting with the second tech he finally says it sounds like you are have a NIC problem and your motherboard needs to be replaced (this is an on-board NIC). GREAT!!! Finally I have gotten through and the light bulb has turned on. I was told that according to the Next Business day support contract we have on the system that the part would arrive the next day and a technician would come to install it. Not too excited that I now have to tell my end user that her new computer is broken and won't be ready until the next day, but I did and moved on.

    1/30/2008

    The Qualxserv tech calls me and tells me that there was a problem with DHL's plane and the part didn't arrive. Being the pain in the neck I am, I checked the Dell site and got the tracking number for the part. I then check with DHL…to my surprise that part did arrive and was sitting at the warehouse waiting to be picked up by the technician. I called Dell customer service and explained what was happening (spoke to Elen in the SMB customer care group). She told me that it sounded like a technical issue and transferred me to tech support. I explained it again to the tech (Elliot) and he attempted to get things moving. He gave clarification the what the Qualxserv tech said by saying it wasn't picked up because it wasn't ready by the right time for the Qualxserv tech to pick it up (evidently they only pick up parts once a day in the morning). He said that I would have to wait until the following day for the part. I am getting upset at this point. This process is making me look bad to my end users and my boss. I called my Account Manager at Dell and he starts calling managers. Calls me back a few minutes later and says, that someone from tech support will be contacting me shortly regarding my issue. Tech support never calls.

    1/31/2008 1pm EST

    I haven't heard anything from the Qualxserv tech. I check the status of the package again and see that it still hasn't been picked up per DHL's website. I call DHL to verify and they say the same thing…that the package is still waiting to be picked up. I call my Account Manager at Dell again, and he starts making calls…he too seems irritated with the situation, DHL and the tech (can't say I blame him). At 1:30pm I finally hear from the Qualxserv tech…he is on his way. He finally shows up and switches out the part and is gone by 2:15pm or so.

    Why is it that I pay for a next day support contract with Dell and it takes 3 days to receive that part and fix the problem. I see several things very wrong here.

    1. There appears to be a quality control issue if a system makes it out the door with a malfunctioning piece of hardware in it.
    2. The Dell techs don't know what each other are doing, and aren't using the tools provided to them to ease the customer through the support process.
    3. The chosen shipping provider for Dell doesn't deliver on time.
    4. I am left holding the bag until DHL and Qualxserv get around to meeting their end of the support agreement.

    How do I get the techs that will let me call in and say that my NIC isn't working and I need a replacement without having to go through the script of questions?

    Is it pointless to buy a next business day support contract? What about the 24/7 4 hour support contracts for my servers? I will say that if this ever happens with one of my servers, you WILL lose a customer.

    -Craig

     

  2. I'm the owner of a Dell XPS m1710, and I've noticed that this "IT service" modification should be extended as well to regular everyday consumers too.  Although the majority of Dell users may be people who do not know their way around the computer, there is a significant population of home / small business users who are effectively their own IT units.  These people are capable of telling not only what is in their computers, but what each component does, the RAM, the GPU (if applicable), in essence, their entire configuration and monitor the performance / status of their computers, much like a small-scale IT.  However, in spite of this, Dell continues to blindly regard its home / small business users as in need of a script, even if a person knows their computer better than the people at Dell who built it. 

    Apparently, Dell feels that they must always be right, and that a consumer cannot possibly have the ability to know what a computer possesses and its capabilities.  However, an increasing number of people, in light of the debacle of Windows Vista as well as a general interest in computers are reading up on at least what the basics are of a computer so that they will not be blindly led by technical support.  Technical support is not supposed to be a robotic call center that merely chooses answers off a list designed to appease the average user; rather it's meant to accomodate to both the needs of the user as well as find a viable solution.  In essence, the well-read, "I know more about this computer than Dell probably does" is obviously going to feel that his / her intelligence is being insulted upon detection that answers are scripted because the user input has been disregarded for a "general answer".

    Furthermore, Dell has for its home users differing service, one for typical level users, and one for XPS support, and yet while the XPS is supposed to be a higher-level geared towards gamers and performance users who probably have a greater range of knowledge than the average user, from what I have witnessed, I have seen the same scripting as I would receive if I asked for service for a friend's garden-variety e1705.  If my memory serves me correctly, the initial purpose of the XPS line was for performance users who wanted the reputation and business size (and presence and support a large company such as Dell can provide), while offering a gaming platform that could hold its own with the very best.  While the last 2 to 3 generations of XPS have delivered, technical support on both phone and chat departments are still stuck in their scripted responses, perhaps because Dell is not used to being viewed as a gaming company in which its gaming clientele are usually their own IT monitors of said computers.  (Ie: upgrading memory, OS, hard drive, CPU, independently of DELL.)  By Dell belittling these customers and their prowess, it can cause Dell to lose sales.

     Dell wants so badly to be seen as a gaming company, and while they may have changed the IT tech's method of receiving service, this change needs to extend to all customers who show prowess / knowledge of computers.  Many of these users are power users who want to maximize their performance and receive a REAL technical support interaction, not one with smokescreens and paper scripts.  If Dell wants to be a force in the gaming niche of computing, there needs to be a wakeup call that gamers do tweak  / modify their computers, and in the ensuing process learn a great deal about what their computers are,   These same users are just as capable of jumping to a custom brand such as Falcon-Northwest, WidowPC, etc., and receive customized, gamer-catered support from other people with IT-like knowledge.  So before Dell goes and changes only for ITs, why don't you see what your users are like in other divisions such as gaming before you leave us merely with scripts, smokescreens, and migraines by the thousands.

  3. Craig RE:

    That sucks but it sounds like you had some failures of individuals to execute their jobs properly there. 

     

    Hopefully an actual Dell representative can comment on this but my experience has been that 4hr response warranty service works as advertised. 

    To handle the 24/7 4hr response contracts the local tech will have a supply of parts reserved for those customers.  For example lets assume that you had 2 of the desktops where you needed a motherboard replaced at the same time.  They are supposed to have one of those motherboards in stock locally for customers with a 4hr response contract.  They are not allowed to use it to fix the next business day desktop (in case it's needed for a 4hr user).  So you would get the 4hr response desktop fixed without waiting for parts to be shipped from the warehouse but the other one will have to wait even if there were enough motherboards in stock with the local tech to handle it at the same time.  Where that system fails is when they have more requests for parts replacement than are in stock locally but it's not going to happen very often if you are in a major centre.  

     

    As for the main topic of changes to the global services.  Well unfortunately they just announced yesterday that another North American support centre is closing.  We assume that it means those calls will be split between the remaining NA centres and the Philippines.  So you should expect more foreign accents.  I totally understand closing the Edmonton location though.  The job market in Edmonton is hot hot hot and wages for all entry level jobs are rising.  In front of every convenience store, restaurant, retail store, and warehouse is a sign advertising jobs.  If you work at the 7/11 they will give you $700 if you stay for 3 months.  So yeah but it looks like they will not be moving the files to another NA location.  A guy on the news said that some people from Edmonton were sent to the Philippines to train new people.  I doubt this will improve the customer experience.

     

  4. I have purchased five dell systems over the past several years. I find the multiply options that Dell provides gives me the ability to purchase the system with the options I want and not what Dell wants me to have. When I go to other vendor like Gateway, I'm given the option to purchase a preconfigured system which doesn't get me the system I want. I think Dell has an advantage over other company that decide what you need instead of giving you different option to build the system you want.

  5. Wow!  Craig, I know exactly what you just went through! Not only was the process frustrating, but it was a complete waste of time and energy. I would like to add that in my case the Dell rep was rude with me when i asked him to skip the script!  I knew it was the motherboard b/c i had the EXACT same probem 5 months ago when Dell said they replaced it (while my INSPIRON 5150 was still under warranty), but now I am thinking that they just refurbished it. Funny how i'm having the exact same problem again, but they're refusing to cover the costs this time ($400+taxes). The kicker is that the rep even told me that it is more than likely a defect with the last motherboard i received (you think?) and then he had the nerve to tell me that i should have sent it in 4 months ago (while my laptop was still under warranty). Wow!! what insight!! I guess this is the quality we should be expecting, especially from an outsourced customer service group. Simply Ridiculous!  

    – Matthew

  6. Craig: 
    I’m sorry to hear that you had a bad experience with Dell tech support.
     You have every right to be frustrated, and I’m glad you brought this
    to our attention.  I want you to know that we’ve been working on
    changes to help our customers resolve their problems faster and easier.
     

    We’ve
    given a lot of thought to mandatory troubleshooting,
    specifically.  We’re announcing several changes and enhancements to our
    service offerings this week, so I hope you’ll check back here.  

  7. sms1295: Thanks
    for your note.  I’m glad you’ve had a positive experience with Dell.
     We know that this type of flexibility is important to our customers,
    and we’re committed to offering even more flexible options in the
    future.
     

  8. I need to reach out to someone and let them know that my experience from the time after i paid for my pc till now  i've never had the experience i did from Dell ,I am blown away by the way this company deals with the consumer ,I am at the point where I do not want to use my pc and it is a very good product but the issue's stems from the service & credabilty,recieved my pc one week ago,it is really to bad because it was my first Dell product and I,ve heard nothing but good things about the products itself.

  9. Cary:

    A way that you could help skip the scripts for the IT folks who are in the know with Dell products is to offer a new certification for customers.  I don't want to take the Dell certification every year, nor do I need to get my Dell Certified Systems Expert certificate (DCSE).  I would pay to take a class and get Dell certified for a certification that lasts 2 years or more and allows me to skip the scripts when I call in and get straight to a tech who can verify my conclusion and setup dispatch.

    -Craig

  10. Craig: Thanks for your feedback. It’s comments like yours that helped shape some of the concepts in our ProSupport offerings that we just announced. You’re requesting a way to skip the tech support scripts to get the parts you need quickly… and we’ll allow you to do that through something we call Fast-Track Dispatch. It’s part of our ProSupport offering.

     

    I will blog about it and more on a follow-up Direct2Dell blog post that's coming shortly. Thanks again.

    My updated
    post on ProSupport
    is here.

     

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