mmbika

Originally Posted by niolonra

As I type this I've been on the phone with Dell for 63 minutes in an effort to find out when and how to get the Mobile 5.0 Upgrade CD for the Axim x50v. I emailed this weekend and was told to call Dell software and peripherals at 800-879-3355 extension 7245503. When I called, they told me they were *business* customer care and would have to transfer me to *home* customer care. When I talked with them, they told me I had to speak to sales and support. When I spoke to sales and support, they kept me on waiting with someone who was barely understandable for 15 minutes with "Just another minutes sir" and finally explained he was trying to find out whether they were selling that product separate from a newly ordered Dell. When I asked to have someone call me back, since I'd been on for 45 minutes now, he said "Just another minute sir" so I asked for a supervisor. After a few minutes I was transfered to Dell Parts, and demanded a real supervisor. She asked why I called, I explained, and then she asked, "So did you call to order a part or just complain about something?" I asked again for a supervisor and she said she could transfer me to customer care. I explained I had already spoken to them and they transfered me on to someone else two transfers ago. I wanted a different supervisor. She put me on hold and dropped me in the customer care queue where I waited for 7 minutes. I asked for a supervisor immediately, and he offered to transfer me to customer care. I explained I had been there three transfers ago and no supervisors seemed available. He promised to transfer me to a supervisor, and put me on hold. I was transferred to another basic sale person instead of a supervisor. When I told him I wanted a supervisor, he asked what the problem was. I explained I had been on the phone with Dell for 65 minutes and wanted to talk to someone who could escalate my call and answer my question for when and how I could order a piece of software. He put me on hold and sent me into some other queue. 72 minutes now.... I don't think Dell can sell these update CDs because nobody there knows if they are available, or how to sell anything, manage any customer issues, or answer any questions.... Richard

Earlier I had an impression that it must be truly proffesional in the US rather compared to other developing nations. IMHO I now think that technology has made the world truly GLOBAL and they have removed real "accountabilty" out of business, the value of customer is eroding day by day, they have hired this nice talkers - who just talk nicely may be with a netiquette. But yes, Customer Support is infact becoming a Bread & Butter Support designed for some smart and nice takling guys and gurlz. They talk anything in their 8 hours job, and rest enjoy! Technology and solutions have taken a back seat. I had a very bad experience with my cell phone company. I switched my plan and for four months they sent me bill for old plan. I had to mail the CEO of that firm and those silly (???!!!s) finally said it was a computer and system problem so that my billing plan could not be updated! Fry them! So for small problems, you have to reach to CEO level! Yes. this nice talking community of customer support is infact supporting themselves - not customers! May be we need to pall a stong legistlation to bring this new flaunting practice to harrass customer under control.