Talked to DELL a yesterday and....!

Hey all!

I talked to a DELL tech support guy yesterday evening, and barely 24 hours later, I am now very, very happy.

I called, and talked to him very calmly, and with respect, and he reciprocated. First, I told him that my Windows is up-to-date, with the latest drivers and the latest BIOS installed. Then, I said my some keys on my keyboard are not working, although, they press fine. Also, the right arrow key is pressed permanently. I told him I have taken the key out and cleaned under it, it is pressing just fine, but still it is sending continuous signals, making it impossible for me to work. Then, I told him my long lasting hate story with my DVD drive, very calmly. He said, no problems, and that he'll send in replacements tomorrow. No "Do this, now try this" BS. I told him to just send the parts, and not an engineer, because the last time DELL's engineer came a week ago to check the keyboard (it has been giving me problems since then), he dropped his screwdriver on my screen, and there's a scratch there now. He said, no problems, I'll send a new screen as well! I said I'd rather not take a chance lest I get a grainy screen, or worse since it might be a refurb, and he said no, all the three parts will be new, and they were. Now today, a DELL engineer came, and replaced all the 3 parts. New keyboard, new DVD drive, and a new screen! Now here I am typing, instead of clicking on the On-Screen Keyboard (I did that for a week! )!

So, if you have a problem, just talk to the person like you want him to talk to you, don't go all ape**** on him/her, it is not his/her fault that something in your notebook is not working. Maybe he has had a bad day, and if you make it worse, he'll put you in a never ending cycle of mails, tests, mails, tests, policy and ****, instead of helping you out.

Just wanted to share, maybe it'll help some of you out!

 

Damn, can a mod change the thread title to -

" Talked to a DELL technical rep yesterday and...."

Thanks!

 

That is an awesome story!
Hooray for Dell's CS

 

I agree. Be polite to the reps. But, you need to be firm. Do not ask. Tell them what you want...but again, be polite about it.

 

Yes, be firm. The guy told me that he'll only send me the same model of the DVD drive that came with my notebook, and I said I've already had 3 of them over the last 8 months or so and they've all been failures, and I want a different one, since this model is clearly bad! He said no, it's DELL's policy, but I was adamant, and in the end, he agreed to a different model, and I now have a different model, which is reading ALL my DVDs. I'll now test it with burning, and I have no reason to believe that it'll fail.

 

I had a dell d630 that had an overheating problem.
I called dell and they said I could return it for a full refund or get it replaced.
I just had it returned for a refund. I was happy that I didn't lose 1 red cent.
I bought it for $1206 and was refunded $1206 and I didn't have to pay shipping ot return it.

 

Judging by the topic title of the thread I almost thought you had actually talked with Michael Dell on the phone or something who decided to have some fun being a tech support rep. XD

 

I just love dell customer service. I would say they are best in my opinion.


just order laptop over phone. got my price with great service when I had to upgrade some stuff on same laptop they cancel my order quickly,too.

I just recommend Dell to anyone now.

 

Brilliant!! I never would have thought to treat someone else with the same respect I expect in return!!!

Glad you had a good experience, but honestly, who doesn't realize that if you start beaking off to someone, they aren't going to want to help you? Common sense, no?

 

i usually find screaming and physically threatening them or their families to be far more effective motivators.

i'll stick with that thanks.

 

I hate to say it, but when I was trying to get my 1720 refurb replaced b/c it kept shorting out on me, I was polite and courteous like ten separate times and kept getting transferred, hung up on, or told to do step A step B or to send it into the depot again (which I'd already done) when all I wanted was a replacement b/c it was obvious there was more wrong with the comp than they were telling me.

The ONE time I got kinda angry and started raising my voice, I got a manager who immediately ordered me a new, better system and sent it to me within a week as a full replacement system.

 

Lol,scream at them and they'll curse you in Indian

 

is it in 21 first day return no question ask?

 

That's a great story.

I know when I worked in customer service, if a customer was kind and polite, I was actually motivated to go above and beyond with them and make sure I could make their experience as exceptional as possible.

The ones that yelled and screamed got dealt with exactly according to procedures and often got lost in bureaucratic steps and actions.

 

I am usually firm with the CS reps. I usually tell them all the steps i did so they dont tell me to do all the BS again over the phone.

Being polite is the key. And You just have to accurately tell the issue to them and the procedures you did to try to fix it.

It never hurts to let them know what exactly you need provided that you give a good reason and they can understand you and your problem.

 

I've always been respectful and polite and frankly, I haven't noticed it leading to particularly effective service. I don't think you received upgrades because you were Nice. I think you received upgrades because you were incredibly lucky.

I'm not rude but I don't coddle either. I'm succinct and to the point, and I try to make it clear that there's something specific I want and it'll be a short call once the specific something is taken care of, but that I am willing to stay on the phone as long as it takes to get it taken care of. What the call center reps want is fast cycle or call resolution time. What really hurts them is not a rude customer but one who's going to tie up the line for 75 minutes or longer dragging out some issue, and killing their quota. If they know I don't mind this being a 3 minute call, but I'm willing to make it a 90 minute one to get the service I feel I am owed, then usually I find myself putting down the phone in 3 minutes, completely satisfied.