7:35 PM - give me a box. i will stand on it.
Current mood: precise
i obviously have too much time on my hands right now.
the customer service desk's worst nightmare
from my "Dell Satisfcation Survey"
16. For you to recommend Dell, what would we need to improve?
well integrity in advertising would be the first thing. your television ad campaigns have done a great job of convincing viewers that superior customer service and technical support are synonymous with the name "DELL". i find your products to be pretty solid. however i find the majority of your customer service reps (that i have spoken with) to be sloppy in executing requests, aurally difficult to understand (in terms of clarity of speech/accent), and ill-equipped to address the most issues in the least number of calls also known as "efficiency". that last observation of mine is not directed at the agents individually but at Dell's set-up of bouncing calls to different departments and not enabling every agent to make simple account adjustments i.e. change of billing/mailing/e-mail address must be done online, but no matter how many times we try to make this adjustment our old address REMAINS tied to account which recently resulted in nearly 6 weeks time wasted trying to have a box (come on people! a box??) sent to the correct address simply so i could have my notebook sent in for repair.
i digress. i understand that mistakes happen. i make them too! but, i find it terribly convenient that of all the times i've called dell only two calls have ended with me feeling confident that my issues would be resolved, and that on both of those occasions the agent informed me that i would be receiving a satisfaction survey. by the time the first survey arrived in my inbox it had turned out that my first positive experience was anything but positive as the agent sent the box to the wrong address after asking me for the mailing address, and verbally confirming it. i filled out the form as generously as possible but made comments at the end. i've yet to receive a response to my comments and questions.
it seems to me that agents only send out surveys when the customer sounds pleased. if this is the case then i feel even more swindled by promises of great service seeing as unsatisfied customers are either ignored or not given the oppurtunity to dissent.
in summary, for me to recommend dell you will need to:
- hire more agents that can speak intelligibly
- sincerely address the issue of customer satisfaction
and
- offer more systems/software directed to the arts minded consumer, since i'm a music student and i wouldn't conceivably recommend anything but the products made by apple computers for those with serious interests in producing quality artwork.
17. Thank you for your positive rating. Please let us know what we did well.
i'm sorry that i didn't catch her name
what you did well was hire whoever it was that i spoke with to reformat my computer.
she was great.
give her a raise.
and clone her.
Currently reading:
The Kingdom of God Is Within You
By Leo Tolstoy
Release date: By January, 1985
2 Comments - 2 Kudos
dead russian says "whaaaat?"
Posted by Landon A. R. on [16 May 2006 | Tuesday] at 2:20 PM
omigoodness
whose box are you going to stand on???
be careful not to hurt!!
Posted by danielle on [29 May 2006 | Monday] at 7:35 PM
1 comment:
Sorry to hear you've had an inconsistent experience in your dealings with Dell. We're working to improve all aspects of our customer support, including hiring additional support agents, upgrading their overall skills and solving issues with fewer phone transfers. Regarding Dell offering more to arts-minded consumers, the best way to make your wishes known is to submit your idea to www.dellideastorm.com. It's a way to help us gauge popular wants and needs, and all ideas are reviewed by our corporate strategy organization as well as line management. Who knows, your thoughts may make the site's "Ideas in Action" section.
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