Dell Computer Corporation Complaint - The Dell Support Disaster
PETALUMA, CALIFORNIA -- Dear Mr. Dell,
I am an I.T. Coordinator for a City in Marin County, CA here in California. I'm sad to report to you that I'm in agreement with all of my colleagues, here, and in other cities that the best course at this point is to avoid Dell products until Dell straightens out the Gordian Knot it has created with it's support system! All of us are currently trying to navigate the dreaded Dell Customer Support experience. I currently have a number of unresolved Dell issues (some with emergency services equipment) and I'm near the point of giving up. I was hung-up on twice yesterday by two separate Dell Customer Care supervisors. On both calls, I was bounced to 4 different departments before demanding a supervisor, and both supervisors promptly hung up on me. Both of these so-called supervisors were in overseas call centers, and to get to them I had to argue with support technicians. This is a common experience with Dell Support. I was also advised by the technicians - in both cases - the supervisors would not be able to help me. I suppose they were correct as both hung up on me. The question begs: what the hell are they there for then?
Dell needs to consolidate these departments and get control of them. A support call made in America should stay in America, and Dell should institute a protocol where the first point of contact is the only point of contact. Each support call should have one representative who takes ownership of the customer's issue; and stays with them all the way through to resolution. There should be a termination clause for transferring a customer! You should abolish transfers, and consolidate your technical, warranty, return, and customer care departments, and finally, there should be readily accessible managers who promptly deal with situations where first tier support is floundering or wasting the customer’s time...
I'm doing all I can to reach the highest levels of Dell not just in an effort to help myself, but also to help Dell. I know you started this company out of a garage and I have enormous respect for that. I'm doing the same thing myself. If Dell was my company and I read a letter such as this I would be furious!
Again, sir, I have the highest respect for you and am merely trying to alert you to a very serious situation with your company's Customer Support system. Your support people are playing games with your customers, and eventually this will wreck Dell.Inc. Everyone I have spoken with about this reports a similar experience. It is impossible to get to anyone with true authority over your support people, and Dell has foolishly scattered its call centers all over the globe. Being bounced around infuriates your customers, and the inability to get support issues promptly resolved impacts the I.T. professional’s performance and productivity. You should know that my department supports the police and Emergency Operations Center in our city, and I'm unable to even broker an out of warranty repair for one of the Police Department Dell Notebooks. We can't have this!
I apologize for the stern words Mr. Dell, but you have to know what is going on with your company sir. Dell Support has become ridiculously segmented and many of your people do not care - particularly the overseas folks. They simply do not understand the meaning of "taking ownership of an issue."