Da Big Man Posted January 17, 2009 Posted January 17, 2009 It's 2009. Your 2002 "expensive Dell" is the equivalent of a horse drawn carriage against a ZR1. And your problem had nothing to do with your "Dell drives". It's pretty obvious you don't know a lot about computers or business. If you don't buy a PC every 3 or 4 years, no vendor is going to give a flying crap about you because you end up costing them money. PC companies are incredibly cyclical animals. Gateway and HPQ were both on the verge of complete collapse not too long ago. The market/margins/greed forces each of them to make decisions and generally in the short term they make bad ones. It is what it is. Its nice to know that I can vent here and not get called dumb! I know a lot about business, I run a successful one and a lot of it is based on customer satisfaction. I said I don't .....ah screw it, you people are idiots anyway.
Just Jack Posted January 17, 2009 Posted January 17, 2009 It's 2009. Your 2002 "expensive Dell" is the equivalent of a horse drawn carriage against a ZR1. And your problem had nothing to do with your "Dell drives". My example is my HP laptop I bought in early 2005 has a built in media slot that'll handle SD, as long as it's less that 1GB in size. Anything that or larger it wants to format but can't. Thankfully I can find a USB based card reader for under $15 that works perfectly.
Fezmid Posted January 18, 2009 Posted January 18, 2009 Alright, all knowing fezkid. The printer that was 109 dollars was the price of a Dell replacement last year when all this sh-- happened. I went with a nice canon. P.S. Programmers are a dime a dozen now, most are on the unemployment line and would appreciate a job. Dell treated me poorly and for that simple fact I will never do business with them again. If I ran my businesss that way I would be out of business. In your "I know everything" ramblings you failed to see the real message . It wasn't what was compatable with what , but the way they treated me, not steering me in any direction. Heartless Indians who would only try to sell me a new printer rather than amicably resolve the issue. Despite the economy, good programmers are NOT a dime a dozen. That's just further proof that you know nothing about IT or the industry. "India" steared you towards the easiest solution - buy a new printer because your old one won't work. What would YOU have wanted them to do? I'm seriously curious what you think would've been "good customer service."
Da Big Man Posted January 18, 2009 Posted January 18, 2009 Despite the economy, good programmers are NOT a dime a dozen. That's just further proof that you know nothing about IT or the industry. "India" steared you towards the easiest solution - buy a new printer because your old one won't work. What would YOU have wanted them to do? I'm seriously curious what you think would've been "good customer service." I know several programmers that are sitting on the sidelines. After years of having a 6 figure salary, the bottom gave out. Go back and read my post from the top of this thread and maybe, if you are capable, you will see my point. Which, by the way, has now been turned into a mountain instead of the mole hill it started as. I know, keep telling me what I don't know! I simply jumped on a thread about a company that I had bad dealings with. Oh yeah , they could have done somethig...something is better than nothing.
Fezmid Posted January 18, 2009 Posted January 18, 2009 I know several programmers that are sitting on the sidelines. After years of having a 6 figure salary, the bottom gave out. Go back and read my post from the top of this thread and maybe, if you are capable, you will see my point. Which, by the way, has now been turned into a mountain instead of the mole hill it started as. I know, keep telling me what I don't know! I simply jumped on a thread about a company that I had bad dealings with. Oh yeah , they could have done somethig...something is better than nothing. So because you know "several" programmers, that means they can be hired for peanuts? Yeah, whatever. Reading comprehension isn't your strong suit, despite what you're saying about me. So I'll ask again: What would YOU have wanted them to do? I'm seriously curious what you think would've been "good customer service." Or are you just another annoying troll?
The Dean Posted January 19, 2009 Posted January 19, 2009 Kelly, sorry to hear (once again) about your Dell horror story. Glad to hear that they MIGHT be addressing some of these issues...finally. Still, too little, too late. While Dell is nowhere as good as it used to be, for service, I still find them to be among the best that I deal with. It might take 2 or 3 different calls, to get the right person, but I am fortunate to have never had anything close to your nightmare. HP (and Microsoft and Network Solutions) on the other hand...
The Dean Posted January 19, 2009 Posted January 19, 2009 So because you know "several" programmers, that means they can be hired for peanuts? Yeah, whatever. Reading comprehension isn't your strong suit, despite what you're saying about me. So I'll ask again: What would YOU have wanted them to do? I'm seriously curious what you think would've been "good customer service." Or are you just another annoying troll? Here is what I would like to see from most companies of decent size, who sell and support products that cost more than $10 or $20: After an unsuccessful attempt to resolve the customer's problem at the initial help level, you should be able to opt to a customer service specialist that will handle your case until it is resolved. This person may not have the answers, but will be copied on all correspondence, involved in all calls (if possible) and charged with the ultimate responsibility of getting your problem properly resolved. I like this method as it stops the passing of the buck between departments, can coordinate problems that involve more than one department to solve and eliminates the need for the customer to re-explain the problem to every tech he/she speaks to. And any company that allows techs to mark issues as "resolved" or "closed" before getting feedback from the customer doesn't have a clue, when it comes to customer service.
Fezmid Posted January 19, 2009 Posted January 19, 2009 Here is what I would like to see from most companies of decent size, who sell and support products that cost more than $10 or $20: After an unsuccessful attempt to resolve the customer's problem at the initial help level, you should be able to opt to a customer service specialist that will handle your case until it is resolved. This person may not have the answers, but will be copied on all correspondence, involved in all calls (if possible) and charged with the ultimate responsibility of getting your problem properly resolved. I like this method as it stops the passing of the buck between departments, can coordinate problems that involve more than one department to solve and eliminates the need for the customer to re-explain the problem to every tech he/she speaks to. And any company that allows techs to mark issues as "resolved" or "closed" before getting feedback from the customer doesn't have a clue, when it comes to customer service. For a problem that Dell has the power to resolve, I agree with you. However, Da Big GUy's problem is that his 7 year old printer doesn't work with his new computer because Canon didn't write drivers for a new OS. What's Dell supposed to do in that case? His "solutino" was to "throw the Dell away," and buy a new PC and a new printer. Ummm, buying a new printer in general would've solved the problem... Can't expect Dell to give away a free printer though, can you?
The Dean Posted January 19, 2009 Posted January 19, 2009 For a problem that Dell has the power to resolve, I agree with you. However, Da Big GUy's problem is that his 7 year old printer doesn't work with his new computer because Canon didn't write drivers for a new OS. What's Dell supposed to do in that case? His "solutino" was to "throw the Dell away," and buy a new PC and a new printer. Ummm, buying a new printer in general would've solved the problem... Can't expect Dell to give away a free printer though, can you? Oh, I agree with you. I just used your post to set up my rant. EDIT: But, after thinking about it for a couple of minutes, in a system set up the way I explained, someone at Dell MIGHT know of a workaround, or some drivers that work, in that situation. I don't think it's Dell's issue, though. Either way, he should be treated well by support.
Chilly Posted January 20, 2009 Posted January 20, 2009 And any company that allows techs to mark issues as "resolved" or "closed" before getting feedback from the customer doesn't have a clue, when it comes to customer service. Not really, we do that all the time when we've solved issues. The customer can open it right back up, or confirm that its solved (and give it a satisfaction rating), or do nothing if they prefer.
The Dean Posted January 20, 2009 Posted January 20, 2009 Not really, we do that all the time when we've solved issues. The customer can open it right back up, or confirm that its solved (and give it a satisfaction rating), or do nothing if they prefer. An issue isn't solved for a customer until it is solved at the customer level. If the issue is closed, before the customer says it is fixed, it isn't resolved...and should at least be "reopened" if the customer still has a problem. I have had situations (personal, and for clients) where the entire CS process had to be restarted (with a new case #, etc) because the previous issue had been "closed" or marked as "resolved" by some tech. A case isn't resolved until the customer says it is resolved. IMO, of course, but as far as I'm concerned, it should be Customer Service 101.
Chilly Posted January 20, 2009 Posted January 20, 2009 An issue isn't solved for a customer until it is solved at the customer level. If the issue is closed, before the customer says it is fixed, it isn't resolved...and should at least be "reopened" if the customer still has a problem. I have had situations (personal, and for clients) where the entire CS process had to be restarted (with a new case #, etc) because the previous issue had been "closed" or marked as "resolved" by some tech. Which is because the customer couldn't open it back up, not because the techs marked it resolved.
The Dean Posted January 20, 2009 Posted January 20, 2009 Which is because the customer couldn't open it back up, not because the techs marked it resolved. Actually, it was because the tech marked it as "resolved", because, in that company resolved meant "closed". But, how can something even be considered "resolved", if the customer hasn't tried it, yet? CS will have one hell of a track record if all they have to do is say "it works here...RESOLVED!"
Chilly Posted January 20, 2009 Posted January 20, 2009 Actually, it was because the tech marked it as "resolved", because, in that company resolved meant "closed". But, how can something even be considered "resolved", if the customer hasn't tried it, yet? CS will have one hell of a track record if all they have to do is say "it works here...RESOLVED!" Yeah, I know thats why... I'm saying their system sucks because it wouldn't let the customer open it back up after a tech had closed it. You have to let the techs close tickets if it was resolved (lots of customers won't close it themselves), so you have to let the customers open them back up.
Fezmid Posted January 20, 2009 Posted January 20, 2009 Yeah, I know thats why... I'm saying their system sucks because it wouldn't let the customer open it back up after a tech had closed it. You have to let the techs close tickets if it was resolved (lots of customers won't close it themselves), so you have to let the customers open them back up. Yeah, I agree with you here. We close tickets all the time because the (internal) customer can't be bothered to call us and let us know that it works and never returns phone calls/emails. But they can open the call back up if needed. However, they then take advantage of that by re-opening calls that are weeks old on issues that are only vaguely related to the initial issue.
The Dean Posted January 20, 2009 Posted January 20, 2009 Yeah, I know thats why... I'm saying their system sucks because it wouldn't let the customer open it back up after a tech had closed it. You have to let the techs close tickets if it was resolved (lots of customers won't close it themselves), so you have to let the customers open them back up. Oh, I getcha. The tech (or someone at the company) has to be the one to close it, I understand that. But, the customer should have a chance to respond, first, and reopen, if it isn't satisfactory.
Just Jack Posted January 20, 2009 Posted January 20, 2009 Or you have a tech like I used to work with that kept calls open so he could show how busy he was. (This was an internal help desk person for a major manufacturer) I covered for him one week that he was on vacation. He didn't like me and the feeling was mutual but it was our boss who set it up. So firstly, rather than let me use his computer, he set up a piece of snit that could barely run, so I ended up sharing a system with one of his co-workers. Look at his log, he had somewhere around 40-50 open calls in his queue. So I start with the oldest, call the user, "oh, Bill* (not his real name) fixed that months ago, it's working fine". Good, thanks, just checking, I'll close the call. Next oldest, same story. Got it down to under 20 open calls that morning just by calling people, and by time the week was over, I had him under 10 open calls. I heard from another that... 1) he was pissed that I closed all those calls 2) our boss was pissed that he was sitting on his ass keeping calls open, since our contract with the company was partially based on time to resolve problems
Da Big Man Posted January 20, 2009 Posted January 20, 2009 Oh, I agree with you. I just used your post to set up my rant. EDIT: But, after thinking about it for a couple of minutes, in a system set up the way I explained, someone at Dell MIGHT know of a workaround, or some drivers that work, in that situation. I don't think it's Dell's issue, though. Either way, he should be treated well by support. Thanks Dean. You get it . It was the treatment, not the support,that had me griefed. ustomer service is what makes the world go around.
Fezmid Posted January 21, 2009 Posted January 21, 2009 Thanks Dean. You get it . It was the treatment, not the support,that had me griefed. ustomer service is what makes the world go around. I get it too -- you wanted something for nothing and got pissed off when they wouldn't give it to you. I quote from your initial post that you keep talking about: the Dell unit would not support the new printer because Dell in New Delhi said it was " out dated ". They would not aid me at all either by comping me a new Dell printer or getting me assistance to update my old unit to accomidate the new printer. So they wouldn't give you a new printer and told you that they couldn't help you get the old printer working because the vendors (Canon and MS) do not support the combination you had. But yet you kept calling: An American rep told me that this company ,Dell, is policy driven and that customer service is not something they practice. I doubt a rep told you that. But even taking it at face value, that's an awful lot of calls you're making for a $109 printer. At what point do you say, "Hmmm, you're right, maybe I should buy a new printer and stop wasting my time?" My guess based on your posts - you're saving Dell money by not buying their hardware.
Booster4324 Posted January 21, 2009 Posted January 21, 2009 I get it too -- you wanted something for nothing and got pissed off when they wouldn't give it to you. I quote from your initial post that you keep talking about: So they wouldn't give you a new printer and told you that they couldn't help you get the old printer working because the vendors (Canon and MS) do not support the combination you had. But yet you kept calling: I doubt a rep told you that. But even taking it at face value, that's an awful lot of calls you're making for a $109 printer. At what point do you say, "Hmmm, you're right, maybe I should buy a new printer and stop wasting my time?" My guess based on your posts - you're saving Dell money by not buying their hardware. There is no way a rep told him that, unless of course the rep was on his or her last week. You should read some of his other posts.
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