Dealing w Customer Support 1618

On Mon, 13 Mar 2006 17:52:41 -0600, journey

OK, the last person in customer care said that she will "take ownership" and call me back. Extended warranty support couldn't help, so she is going to try to find the right person. I have her extension for followup

I left a voice mail to my sales person saying that I am going to file a complaint against him (and I will).

I was told that he shouldn't have charged the $24 service charge that he charge to me.

I asked customer care if they can give me a free printer or something. She gave me a $75 coupon. I don't know what I would spend it on but I'm sure I can think if something.

When I talk to wherever I will go, I will ask again for another incentive. They will probably say no but it doesn't hurt to ask. I think I would ask for a 3 year contract at the price of a 2 year contract.

To effectively deal with Dell's phone system:

- Give the person your phone number right way in case you get disconnected. A lot of Dell support people already do this -- maybe 50%

- Be a disgrunted person, not directed to the phone person, but pretend like you're having an anxiety attack :-)

- After a few transfers, insist on speaking with a manager. They recently try to avoid that.

- If you get transferred 5 times, let the person know that. If you were transferred to a department you already were at let them know that.

- Ask for someone to take ownership of the problem. The last person I talked to did this.

- Keep a log of each department you go to, what they say they can or cannot do, and if they transfer ask them to stay on the line. Document where you sent them to.

- You might end up in an infinite loop. Just keep count of how many people you talked to and where. It helps and eventually someone will take ownership.

Having a speaker phone helps.

I didn't some of the things above because I was using my cell phone to

Also, on I think one occasion I didn't give the person a phone number.

I did do a very good job of acting like a customer who had just run a marathon, that I was tired and all I want is someone that can help me blah

The last person said she will take ownership and I believe her.

OK -- so, this is a "Dell Hell" experience. I had one 10 times this bad on another occasion.

However, I try to look at the big picture. Most of the time Dell has provided good support, so a little anomoly like this is rare. Plus, it improved my communication and acting skills. Near the end I was no longer acting, I was burned out.

I am going to follow up and provide a complaint against Mathew Stewart. I asked for him to provide me with his supervisor's contact information. If he comes through with that great. If not then it's one more thing to talk to the manager aobut.

Journey