Dell lowest rank in customer satisfaction

http://biz.yahoo.com/bizj/070814/1506166.html?.v=2

 

Interesting. Well, I'm sure not disatisfied. Love the computer and recieved it way sooner that I expected, so as of right now, no complaints.

 

I believe now is the time management will be scurrying for cover and fixing some of this

 

Dell makes a good point. If they are surveying people who bought systems 3 years ago, and they got bad service back then (which Dell admits to) then they are not going to give good reviews now when their system is nearly ready to be replaced again.

 

I agree with CM. And they are not lowest. Compaq scored as lowest.

 

I think Dell's customer service is good as a whole. The overseas support is professional and they always call back with follow ups. On new systems, it seems they are very willing to send out replacement systems for customer issues. The problem is not with customer care.. its with their manufacturing processes and component suppliers. I don't think Dell's build quality is close to where it should be. But most of the issues cannot be blamed on the CSR's.. They really have no control over the build issues and design flaws. At this point, I believe that Dell is having some critical issues with their new lines. And if they don't act quick in resolving these issues.. the word will get out that Dell's build quality is lacking. All the people, including myself, who are returning systems are quickly spreading the word about these problems with Dell. It takes a long time to build up a reputation. Not very long to lose it.

I recently just ordered a HP and like to make one comment on HP CS. When I placed the order for the HP DV6500t I made the mistake by not clicking the free LightScrub upgrade. Up front, HP tells says you can't cancel order or modify it. With Dell, you can cancel order and even modify it. Thats a big plus for Dell. But when I called HP, I actually got US based CSR who spoke perfect English. That was kind of nice since that never happened with dell. I think HP also uses overseas support but its nice to know they still have some US based support. With Dell, I don't think they even have one US based CSR for the inspiron line. The HP CSR ended up giving me another 100 dollars off for my mistake for not choosing the free LightScrub option.
She also said that she may have been able to cancel the order.. but since I didn't, I don't know if she could. At least they say you can return systems for full credit within the first 21 days.

 

Yep my experiences with my M1330 have been pretty good. They follow up when they say they will, and the chat is a good way to get fast support and helps avoid some of the language problems.

I have had problems with my system that I am not happy about, but the support to get the problems fixed has been much better than I am used to with other companies.

Overall I would say I am satisfied with the service, I do not feel like I am being neglected or anything.

 

I think it depends on which part of the world you are. For instance, by reading these forums, U.S Dell Support seems to be just great and outstanding. My experience with LatinAmerica support has been, on the other hand, the worse ever. They are just nice-talking people that can't solve anything.