Dell complaints

DellJapaned

I posted here when during my 4 month epic battle to have a fan replaced. Eventually my problem was solved so I edited my original post and posted my good news in Good/Bad/Ugly. It's sitting in there with a whole bunch of complaints.

Rather than just enjoy complaining we have to tell people when things get solved, what Dell did right and which employees are good.

I suggest a forum under Customer Couch just for positive stuff. I wish I had read something about the most helpful employees before starting down the road.

Tailmon · Emperor of Dellhateology Joined: 17 Dec 2008 Posts: 1054

The last good thing Dhell and Mikey did was give use a dollar raise in 1990! That was only because he was loosing anyone that had good skills to the open market do to his crappy wages.

Sorry to say but "The only good news from 'Dhell is bad news"

To me the good news will be when Dhell folds and Mikey is bankrupt!
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Former employee of Dell and can say that they
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Rocke_T_Sinetist · Posted: Mon Aug 17, 2009 12:07 pm Post subject:

I like that idea. Let me think about how it might be implemented.

I mean, when you actually arrive in Hell, the first thing you see is that the E on the sign is turned sideways. We all know and agree on that. But a solution forum would be a resource for those who stepped into Dhell without realizing it. Doesn't help much to say "you should have read all these 20,000 complaints before you bought it".

It would create work for me at a time my plate is pretty full. That is, moderating it such that it contained ONLY solution paths and not wandering off into bitch sessions (we're already good enough at the latter).
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Rocke T Sinetist
as in, 'it doesn't take a...'

Rocke_T_Sinetist · Posted: Wed Aug 19, 2009 11:54 am Post subject:

This suggestion has been implemented, in the form of Resolution Station. For posting only routes to resolution, NO general bitching or unresolved issues. Minus the part about naming good employees. Several reasons for that.

Good employees, those who actually resolve customer issues, find themselves on the backside of Dell metrics. Increasing their volume by naming them will get them fired. Dell is already out to get them, because they are misfits in a culture of stonewallers.

Dell is also out to get anybody who actually understands the inner workings of computers. The ones who do have to expend extra effort to make it appear as though they followed the braindead script, because working outside the script is not permitted.

And these rogues who actually know and care what they're doing will shortly grow frustrated in a culture which penalizes rather than rewards them. So a name of a good employee this month is unlikely to be useful next month, odds are they won't be there anymore.
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Rocke T Sinetist
as in, 'it doesn't take a...'

DellJapaned · Posted: Sun Aug 23, 2009 10:57 am Post subject: Thanks

If it's possible to move the thread "One good customer service agent at Dell Japan" to the new forum that would be great.

I see someone has already posted about their success in getting a breast replacement from Dell. See! It's not all bad news!

100pcob · Posted: Sun Aug 23, 2009 5:37 pm Post subject:

What I like about Dell is that they caused this website to be created, thereby creating an outlet for upset customers to find helpful and resourceful people who can solve their problems infinitely quicker than hEll support.