Dell support process failure 1751

Leythos,

My box is up, so I'm on to other problems, but there are some simple lessons that Dell can learn from this exchange.

1. Customers don't appreciate getting handed off over and over. 2. Looping customer back to a previous support division is telling the customer you're toast and no one cares. 3. Someone at Dell needs to take ownership of customer problems and just fix it. The buck stops here. At each level I was told the next level would fix the problem only to be forwarded and told it would be the next level, and eventually looped back to start the game again. This indicates that the different levels do not know what services are available at the next level, and that each level is unwilling, or unable, to take ownership of a problem and provide one stop shopping to the customer. 4. Training, training, training. The outsource may save money, but without proper training this sort of hot looping wastes time, and money for everyone. Proper training could stop this game. 5. What the heck is Dell doing trying to enforce ownership ? If the system is out of warranty, who cares ! Just open the ticket, and sell the product, or service. Beyond warranty validation, Dell is NOT a policing organization, and dropping sales because of some silly process model oversight, well ... that's just silly. 6. There does not appear to be a customer escalation path. Why not ? When support org has failed, and the customer is left holding the dead chicken, where the heck is the escalation path ? 7. Problems in customer support lead to problems in sales. If I, as the admin of an organization, get hbuttled by support, then, by god, that is the end of any business relationship with that vendor. org wide, a ban will immediately follow, and a phase out plan will be instigated. If Dell marketing knew this was going on, I think they would offer some suggestions, or request some resignations.

Enjoy, Postmaster