Dell_Bill Appreciation

Meh, my main issue in employment atm is pushing quality customer service. Its an issue that so many companies fall flat on their face over, and yet it allows companies like Apple to mark up their products 10x manufacturing costs. Dell_Bill has gone above and beyond to provide that so I think it warrants the recognition of at least a thread.

Feel free to leave a 'Cheers' or 'Thanks' if youd like to give your appreciation for the effort. No love letters or poems, hes not in sales.

Edit: Yes I must apologise, I haven't had the fortune to run into any of the other Dell people here so far, but I have heard alot about them. And all of it is fantastic! Hats off to all of you 07, hope Dell appreciates your work as much as we do

 

Thanks Bill...keep up the good work.

 

a basket of thanks to you Bill...

 

I just joined this fourm, been following Bill's post. Just wow... really appricate everything.

Also throwing out a thanks to Allan as well

 

I honestly can't believe the way he tracks down part and order numbers for many individuals and then takes ownership of the problems they have. Add that to the subtle implications of the ivy changes and I must say, well done sir. Excited to be buying from a company like this.

 

Haven't had any problem with my AW that will need Bill's precious time and assistance. But if in case I'll have some in the future, I know that there will be someone I can rely on

I can see Bill helped a lot of people here and that makes me happy for choosing AW!

 

Thanks so much Bill!!! You rock!

 

Bill is wonderful. He is definitely loved by all of us.

Dell/Alienware really has demonstrated a high level of customer care. I would be wrong to not mention that every Dell/Alienware employee we have here as NBR Forums members is very awesome. Not only Bill, but this goes for Federico, Chris, Allan, Juan and Mauricio. I hope I haven't missed anyone. And, we cannot forget Louis Bruno... what a magnificent group.

I am not aware of another manufacturer/OEM with this level of representation in our Community, or another non-Dell forum. It is truly appreciated. Michael Dell has every reason to be very proud of how these gentlemen are representing his company.

 

Bill is undeniably doing great job, no doubts about that, yet support could be even better if we Europeans had a similar opportunity to talk prices, check parts and orders and so on. Looking forward to seeing someone from Dell talking Europe, especially as prices over here are by 1/3 higher. Thanks!

 

Bill is awesome as is Chris M. Great work fellas.

Sent from my GT-N7000

 

Dell if your reading this give that man a raise!

 

hear, hear!~ :cheers: fellas, and likewise to the support team in central america!~

 

I really enjoyed and looked forward to Bill's tips and hints in the Speculation thread. Thank you Bill!

 

Thaks a lot bill!!!

 

Seriously, he is selling computers for you, I for one am in the process of ordering an m17x and basically it is because if dell totally messes everything up, at least he is here to fix it all!

 

Bill for president (of Dell)!

 

Yeh Bill ftw!
He's kept the lights on throughout the whole release of the new models xD
Good Job !!

 

Thanks for everything Bill, enjoy your vacation.

 

I second all of this. Bill, you've been amazing and helped so many of us. I sincerely hope you and your family enjoy your vacation. Best or wishes to the little one, too.

Also, Mr. Fox is right. Thanks to all Dell/Alienware representatives we have here. You truly make the experience a great one.

 

Thanks to Bill and Chris M. (Helped me out big time). These are the type of people that keep me purchasing Dell/Alienware machines.

 

To the Dell Employees who frequent the forum. Thanks for all your hard work and going the extra mile! Your work is appreciated!

Thanks Federico, Bill, Chris, Mauricio, Juan and Allan!

Can't forget Louis for taking the time to have conference calls with us! Thanks!

 

So a few weeks ago I ordered an m18x, shortly after the money was taken from my account. My order processed, it was built and shipped reasonably quickly. However I received an email from Dell's order verification team which I thought was understandable given the value of the transaction. The first email I received stated they had been trying to contact me on a mobile number which I had not supplied them or was even mine! I replied and informed them of this and that my bank had authorised the payment and what more information would they like. I received no reply. A few days later another email from Dell verification team, I replied again- but again no reply. I sent an additional email and again received no correspondence from Dell. My tracking updated as shipped and went on its journey from China to the UK, I assumed whatever issue there was had been resolved as Dell had not responded to any of my emails! The item was due for delivery on Monday and Tuesday, failed to arrive.

I rang up the courier and asked them why this was, they said they I had to speak to Dell and were under instruction to not deliver it. Thats fair enough, I rang Dell and requested to be put through to the verification team to resolve the situation only to be told that there is 'No direct line' so we cannot transfer you to the verification department, brilliant. Instead they will ring me in the next 24-48 hours! About an hour later I receive an email saying,

'Refund will be processed; as the customer was not reachable and has not responded to emails send and the bank has declined the details.'

Yet they have managed to take the balance out of my bank. While additionally I have sent three emails to two different Dell reps regarding the matter, which I received no reply! (Nothing in junk folder either) I have rung up countless times, only to encounter the intermittent beeping. Then they accuse me of not responding? Im soo frustrated and disappointed in the service.

 

Now I have to take off my big nose Humpty glasses and be serious for a minute.

Thank you all so much. This really means a lot to the guys and me. The feelings go both ways. I think I can speak for all my Dellienware colleagues when I say we truly love engaging with you here and anywhere we meet in social media. Sometimes this is just a gig. Sometimes we get worn down by negativity, and it shows. At least with me it does, but with all the fun we have working here, we never cease to derive great satisfaction and a sense of accomplishment at the end of the day when we've been able to represent our brand and serve our customers.
Those named here are not the only ones listening to your voices. I'm very grateful to have executives who follow along, support what we do here, and don't get all sideways when we go a little off the reservation. I think this thread speaks to how sound their judgement is in regards to giving us some leeway as much as it does to our relationship with this community.
We couldn't do what we do without strong support from our team mates at Dell who don't actively engage here, but instead go do the real work of solving problems and creating a better customer experience- folks like Ghee Ling N, Louis B, Jeff G, Eddy G, Eddie M, Andrew D, Marz D, Cami C, Anne C...I can go on and on. Their numbers are legion, and they are willing.

/Humpty glasses back on
In the immortal words of Nathan Arizona, "Oh, stop. You gonna make me bust out cryin'."

 

Thank you for acknowledging Louis. +1

He does more for Alienware owners than most of them realize. The man is phenomenal.

numb18, I put your post in here, since Bill is visiting this thread. I'm sure this can be corrected.

 

As a former employee of DuPont, I was hired under Dell to do Break/fix, refresh and onsite support(Check out Decision One). Quality customer service is what sets people apart. I have never seen such enthusiasm from ANY tech or Rep like what I have seen with these individuals. It is a shame that the recognition the receive is solely on the forum. I hope someone with some clout sees this and rewards you with what you and your team deserve.

 

Thanks. I will go reply in that thread. Appreciate the heads up.
Edit:
oops. I see it now.

I apologize for the poor experience. Can you PM me your name, email address, order number, and daytime contact number, please? I will ask someone from the UK team investigate and reach out.

 

Totally agree....

Also, a special thanks to Bill (who is indeed one of the finest gents you would have the pleasure of dealing with) for all your hard work, attention to detail and for being a great prescence on the forum - without Bill frequenting these threads, we would all be worse off without his knowledge and flair for customer relations....

I'd definetly give Bill my vote for President - heck, I'd even say he could replace "Old Liz" here in the UK hahahahahahaha

 

While I haven't dealt with Bill regarding any issues (I don't own a Dell or Alienware machine at the moment) I can say that it's extremely refreshing and satisfying to see such a positive company presence on forums like this.

Hats off to Bill and the rest of the guys for giving us so much help (and useful info, around the time of product launches. ) while still managing to have a sense of humour (I been in similar situations to yours before, and at times, they really can crush your soul ) and an all-round positive attitude.

I'd say I'd buy the lot of you beer, but I'm a few thousand miles away...

 

Thankyou for the candid response, I was reluctant to post it in here initially as I didn't want it to reflect upon you, but I dont think there is any worry of that with your contribution and reputation to the forum!

 

No worries. My concern for providing you the level of service you deserve is on orders of magnitude more important than my concern for my reputation. Not that a good rep is unimportant. I just have my priorities.

 

numb18 - Your need being posted here and acted upon is just a timely example of the support our friends from Dell/Alienware provide on a consistent basis.

 

Awesome thread. I'd also like to thank all the Dellienware reps that put up with us on these forums.I hope that looking through the negativity, you can see that your caring actions have earned the favour of the majority of users here and does not go unnoticed.

Thanks again guys, you have a loyal customer here.

 

I totally agree with the comment about Bill selling systems for Alienware/Dell (and of course all the other guys from the company here as well that have been mentioned). Having a presence like this on a forum where they are held publicly accountable, are open to criticism, and are handling it the way I have seen has totally sold me on this company.

I was considering some other brands as well, but I've not seen any other company who does what these guys are doing. I will be an Alienware owner soon...trying to decide how soon based on 7970 Crossfire or waiting to see what Nvidia rolls out.

In any case, to Bill and the rest of the Dell team here, the accolades are very well-deserved and you have won my business because of the way you represent your company on this forum!

 

I would like to thank all of you who engage in customer satisfaction throughout this forum. You all go above and beyond what most companies do, and that, goes very far for customers. I would also like to extend my thanks, to Bill, Juan, and Allan, as they have helped me personally on issues and have set me up for my new computer that I am about to purchase. Once again though, hats off to you all. Cheers!

 

I've never bought an Alienware before because of 2 reasons.

1. More expensive (Alan ftw)
2. I've heard customer support was bad (Bill ftw)

So I'm waiting for my quote from Alan and then I'm ordering a M17x and my brother is probably going to order the exact same spec M17x as me. If there is anything wrong with it I know Bill has my back.

Keep up the good work, I would venture to say that Bill's presence here has saved/made Dell more money than he makes in a year. Give that man a raise

 

I also like to thank Alan as well, he really helped me with my order as well as post-purchase questions and concerns.

 

I would like to add my thanks. I just ordered my first Alienware and feel more comfortable with it knowing that I have additional support via Alienware reps on the NBR forums. It makes me less concerned about hitting a wall with stubborn support (happened with my XPS a last year).

 

This is my official out of office for vacation post. If I missed any replies, I apologize and will try to catch up when I return on May 21. If there are any service related issues that need immediate attention, please use the links in my signature or PM DellChrisM or Dell-Jesse_L.

 

So I am still without a laptop as Dell refuse to deliver it, since it has been 'requested back by sender' (By Dell). Yet they have debited the entirety of the balance out of my account a week ago. They tell me my bank would not authorise the transaction, when I have spoken to my local bank manager who has confirmed to me the transaction had been authorised and at no stage was there any doubt concerning the nature of the transaction. Additionally he pointed out that if there had been, then the transaction would not of been authorised and Dell would not of been able to debit the funds out of my account. Dell state I was unreachable and did not reply to emails, yet It was me that replied 3 times in total to 2 different reps and never received a response! I rang Dell who cannot transfer me to the Dell verification team because 'there is no direct line'. Now I am left without a laptop and without funds!
Never thought buying a laptop would be so difficult, I bought a mac around this time last year, completely trouble free for around the same price, could not have gone any smoother.

 

I dont mean to be rude, but my experience of 'local bank managers' is that they know less about your bank than you do. I'd get on to your banks customer service team, it may be that the payment was blocked for some reason and is now in limbo (the funds have been placed in a holding account but hove not been sent to Dell) hence potentially why they havent been paid.

After that get onto dell customer service and ask to speak to a manager.

 

Bill, I need your help.

I can only give you so much rep. (

Please fix this!

 

I have checked, the funds were made available for Dell to take by my bank and Dell did just that. There was never any ambiguity to the location of the funds. Went from the source (My acc) directly into the recipients (Dells acc).

Still trying to remedy the situation with Dell, will update as and when.

 

Just in case you missed the post... probably should not wait for Bill right now.

 

For one reason or another, they cannot simply send me the laptop I had bought with the 6990m, despite them taking the £1300 out of my account and me ringing them before they had even received the laptop back from the courier. Instead they are going to refund me the £1300, then I get to start the whole process again and buy another laptop, though they have since removed the 6990 crossfire from the options, so I can't buy the laptop I had originally purchased.

Instead they offered me a m18x with a single 675 for £1940... Ehm no thankyou. Can't believe they want me to pay an extra £640 for a lesser spec because of their mistakes. Just waiting for them to get back to me with something remotely sensible now.

 

Just in case you didn't read the post... I'm mad at the forums for only letting me give +rep to Bill so often.

 

Just to update for the sake of completeness. I now have an m18x R2 with Dual 7970 and 3 year warranty, cost me a little bit more- but they gave me enough discount to compensate, I am happy.

 

A bit late to the party, but I wanted to add my appreciation to Bill and all the Dell/Alienware staff who help out or even simply read here. I wish I had known about you all when I made my own purchase back in March, as I was torn on who to buy from, and once I finally decided on Alienware I was really put off by the treatment I received from the sales rep I spoke with - who flat out lied to me more than once, charged me way too much for a system that was not going to be in production in a month despite my having pointed that out, and provided me with an incorrect product on my order which was never addressed after I received it. I came very close to regretting my purchase.

Having said all that...

I am now more than happy with my purchase and I adore my little monster. I am beyond appreciative of how easy it is to open and upgrade, how amazingly simple, (respective to other brands I work on regularly), it is to clean-install the OS and drivers, and the lifespan I will get from my machine simply because the brand I settled on continues to support the ability to upgrade components like the GPU, despite the R3 being out of production - something I hadn't even realized would be an issue until very recently, had I gone with a Sager/Clevo. That last point was key to me, so I'm even more appreciative now than I was a week ago. I know beyond a doubt now that I made the right decision in buying an AW.

So while I wish I had known about the resources available to me here on NBR with Bill, Alan and everyone else back then, I have been won over by the Dell/Alienware teams here on NBR despite my less than fantastic initial experience. Simply having read their threads since my own purchase, and having seen first hand their level of dedication and support to their customers, I am thrilled and proud now to be an Alienware owner. I know I can rely on the teams here if I ever need to in the future, and knowing that makes the price I paid for my machine much more palatable now. Well, that and using it...

+1 to you all, and thank you for all you do. As I see you around the forums I will try and dole out that Rep every chance I can. I am a very loyal customer to companies who appreciate and strive to support their client base, and I will be certain to rave & recommend to everyone I know - actually I'm doing that already.

 

Whew! I was reading along from the earlier posts already composing a response in my mind as I was getting down to the end of the thread. Glad it's sorted.

Salticid,

You are very kind. Thank you for taking the time to post your thoughts. I truly appreciate it. That goes for everyone on this thread.

Now, let's get back to to work and do some bidness!

 

Announcement:

My final post on NBR as a Dell representative.

 

Wow! This is truly a bittersweet thing. I know I speak for many that you have been a wonderful friend and invaluable liaison for Dell in this community. I trust you will continue being our friend and hope to see your contributions in the forums continue. I wish you and your family the greatest success in whatever direction life is taking you. We all love you, Brother Bill...

May happiness, health and prosperity follow you wherever you go, my friend. :thumbsup: +1 Rep! You deserve more than we can give.