Dell Computer Support - Less Than Should Be
Posted on March 20, 2006
Filed Under Economy, Technology |
Dell makes a big deal of their support offering, both the initial warranty and the fee-based extended support. From an outside look, it appears to be a sound and well implemented model. However, having recently again tried making use of it, they are still lacking in overall execution.
Since Dell apparently monitors the blogosphere for references to themselves, this critique should eventually get to the right people. Yes, I know about the feedback surveys, but have yet to see much change as a result of submitting them.
The first gripe is the length of time required to reach a human. Even if that ordeal is necessary to make initial contact with the right department, subsequent calls should not require the same approach. At least allow immediate voice or dial responses without having to wait to the end of each dialogue. Even my airline gate check system can do that. Also, routing all direct extensions to group voicemail boxes is sort of useless.
Second, the technicians should be understandable in the language of the country they are supporting. This is one very large problem with Dell, especially with the hardware technicians. In all fairness, it doesn’t seem as much of an issue on the software side.
One of the biggest annoyances is the process used to identify callers. It seems to be keyed on whatever contact info was submitted with a particular order. Well, that’s wonderful if you don’t move around, but I’ve used several emails, addresses and phone numbers for ordering different equipment, depending on where I happened to be, and I’m sorry but I could care less about trying to dredge up a memory of where I had one specific machine shipped to. Nor do I recall answers to the cute security questions about my dogs favorite uncle. When I come with the right name and express service code – it shouldn’t be that much trouble to sort out the rest.
On top of that, having once worked through the identification process, you could at least update your records – but no, I actually had to go through the process five times. What was really pathetic, is they eventually shipped a new part to a non-existent address, and it became my problem to straighten it out.
As far as technical ability goes, there seems little beyond some rudimentary knowledge and the ability to troubleshoot according to a script. Now I’m not disparaging a decision tree type of approach, but most of the technicians I dealt with, especially in hardware, can’t do much beyond the script. Even related questions, on a parallel course of action garner a “deer-in-the-headlights” response, or maybe the frantic typing in of keywords hoping for illumination.
All of this points to a need for some sort of escalation approach, especially if the customer has a decent understanding of the technology they’re working with. And by the way, the escalation to more experienced support technicians should happen before too much script plodding, checking things we’ve already checked. That just frustrates customers.
The last item relates to call-backs. When a technician says they will call back at a specific time, then they need to follow up. I had one that never got back, but according to someone else, he’d noted in the log that he’d tried. First off, I know the call never came through, and even if it had, he should kept after it. For the ones that did call back, they seemed to feel it was okay as long as they hit the time plus or minus an hour of what was promised. That really doesn’t work either.
Dell has what could be an exceptional model if it worked as advertised, and it would be in their own best interest to fix it. As one can easily ascertain from the previous discussion, I’ve no real problem with their products. But service is a critical part. Maybe some will say my expectations are too high. Perhaps, but Dell set them there. They should live up to the claim or stop making it.
del.icio.us Digg Reddit Google StumbleUpon Technorati Yahoo!
Comments
Leave a Comment
If you would like to make a comment, please fill out the form below.
LAUGH at GAS PRICES!
Find out how you can drive around using WATER AS FUEL and Ignore Rising Gas Prices
Click Here to Learn More!
STOP PAYING for Electricity!
Let The Power Company Pay You by Creating Your Own Renewable Energy
Click Here to Find Out How!
Categories
- A to Z
- Choices
- Credit Cards
- Diving
- Economy
- Faith
- Healthy Living
- Humor
- Inspiration
- Lifestyle
- Mortgage Smarts
- Personal Finances
- Quit Smoking
- Retirement
- Saving Money
- Technology
- Travel
- Uncategorized
Recently
- Avenues To Coordinate Insightful Teaching For Estate Planning Personnel
- Preferred Timeshare Locations In The Country
- Wellness Clubs
- Stop Smoking Methods - Which Programs Are The Most Effective At Helping You Stop Smoking
- Reception Decorations To Complement The Wedding Theme: Winning Guide
- Practical Vacation Advice: Honeymooning In St. Thomas
- Fun In The Sun With Santa Barbara Eye Care Prescription Sunglasses
- How Much Can I Afford To Borrow For A Mortgage From Home Loan Companies
- Phone Recorders Catch You
- Improving Your Hospital Stay At Emory In The Atlanta Area
- Get More Features With Blu Ray Players
- You Too Can Be Organized: Practical Self Help Info
- Dive With Sharks In South Africa
- Top Family Vacation Ideas: Disneyland Resort Near Newport Beach
- How Smoking Increases Your Chances Of Heart Disease