Dell Service

Rodh · 01-15-03, 12:26 PM

I recently had a problem with my Axim with the toggle on the side. It was sticking after only having the unit for 2 weeks. Not a huge deal but I thought that for the money I shouldn't have any problems at all and who knows to say if it would get worse as time went on.

Considering the fact that use my Dell everyday as I am an accountant and Manager of Information Systems for a municipality, I called to get it replaced and get the problem taken care of right away before it became a bigger issue. I can honestly say that I got the complete run around for even suggesting that I would like it fixed. The customer service rep argued with me for 15 minutes saying that I should just live with it and that Dell would not fix the problem. Needless to say, I was very suprised as I certainly did not expect this considering Dell has such a great reputation for their customer service. In the end, I was on the phone for an hour and a half and before they finally agreed to replace the unit.

I am definitely an individual who is "name brand loyal". To date I have been very happy with Dell products, specifically the Axim, as well our municipality has also invested considerable amounts of dollars into Dell products. However, I must admit that I am a little disappointed in the service and run around I recently received. I am going to chalk this one up to a bad rep on the phone. Hopefully in the future any issues or problems I may have will be addressed in a more professional matter.

Emonair · 01-15-03, 01:10 PM

Yea you just have to get past the gateway of "receptionist type reps" and talk to the real tier three reps or so. They are trained in more than how to blow you off. If they didn't all of us would have brand spankin new axims every other day.

Dell Rep: Hi, May I have your ... blah blah blah...What can I help you with today?
Shmoe: I have some dust on my screen, and want to know a safe way to clean it.
Dell Rep: Yes sir, I will have a new one shipped out immediately.

Not very cost effective

Instead we have the brainless tier 1:

Dell Rep: Hi, May I have your ... blah blah blah... What can I help you with today?
Smoe: I have some dust on my screen, and want to know a good way to clean it
Dell Rep: Yes, sir, of course sir, could you make sure it is plugged in and fully charged for 4 hours?
Smoe: Yes I charged it for the full 4 hours
Dell Rep: Did you do a soft and a hard reset to make sure that wasn't the problem?
Smoe: Yes, I did all the manual and website recommended, I don't see how resets would clean the screen?
Dell Rep: Well sir, I just have a list of things we could do to fix your problem.
Smoe: Could I please speak to an Native English speaking rep with more experience sense my problem seems a little over your head?
Dell Rep: Um, I'm not supposed to...
Smoe: Shut up and give me someone who won't waste my time!
Dell Rep: Yes sir, sorry sir.
Smarter tier Rep: Sir, I understand you have a dirty screen, please RTFM on page 23 where it states safe ways to clean your axim's screen.
Smoe: Oh, I must of missed that... um sorry, thanks a bunch! (did he say RTFM, what does that mean, maybe I'll read the manual and find out)

anspa · 01-15-03, 04:59 PM

Emonair: you are funny! :)

If a rep giving you hard time, just hang up and dial again untill you speak to a human. In the end that would be even less time consuming than dealing with a brainless rep. This method works for any kind of customer service.

Rodh · 01-16-03, 01:26 PM

Well I am now impressed ... One day later after making my complaint, a new Axim has arrived ... that is service ... that is what makes Dell the company of choice to deal with. Well done!