Unusual Business Practice @ Dell

I have been researching which is the best laptop for my needs and finally decided that my dream of a lightweight super-powerhouse is just that, a dream.

So I have been spending the last few weeks reading as many posts here on the Precision M6600 and have decided that is the one for me. But with an IPS screen coming out and the new Nvidia Quadro 5010M being added to machines, I am waiting until they are available in HK, which is where I will buy the machine from.

This is not a cheap computer, especially when you start adding the stuff you really want to it, so I have been very disappointed with the customer service who have been of absolutely no help at all. With simple replies to my questions like I do not know, or go to the website! In fact some of the replies have verged on the rude and rather insulting.

Some options such as the AMD FirePro M8900 Mobility Pro 2GB GDDR5, and the 1920 x 1080 screens are not even listed in the config options of the site and I only found out about them through this so called customer service rep.

But the appalling service aside, this is the machine I want, but when I asked if they offer 12 months interest free instalment plans with it, the reply was a very simple no.

What is strange about this is if I get an Alienware 17x or the new 18x which come to almost the same price after you configure it, they do accept the 12 months installment plan.

To be honest I am flabbergasted by the whole ordeal. I have two Dells on my desk now, and others that have died somehwere around, but I am beginning to remember why I bought a Sony as my last laptop. Problem is Sony does not have anything that can compete with a M6600 and I won't ever touch HP.

 

It's a business laptop, so you won't get promotions directed at consumers, like financing options for Alienware laptops. Large corporations do not finance their purchases.

 

It is a laptop which is aimed at SMEs up, that is from 1 to 500+ people.

But that is not my only gripe, the fact that there is no consistency among Dell outlets. For example in Singapore you can opt for no security software, HK you can't, the config page in HK does not even tell you that 1920x1080 is available but it is - in Singapore it is there, the "worldwide" launch of the Nvidia Quadro 5010M does not seem very worldwide to me as it is not in Singapore or HK. Plus why not do 0% interest plans on business computers? If I am willing to spend HK$50,000 on a machine I think I should get that rather than you ask me to pay one time or move to an Alienware which will likely cost around HK$ 30-40,000 but is not what I want. If you run a small SME with just a few staff you may not have the cash reserves to pay for every piece of elecrtonic equipment in full at purchase, as a large company would. Even if you did, anyone would prefer 0% installments over 12 months than one time payment. In HK there are even some shops that offer 24 months interest free.

And as for the service, I am seriously considering sending my entire email conversation with this customer service rep to the US so they can see how poorly they are being represented. It would shock anyone that has any sales or customer service training.

EDIT IN: The 5010M has just become available in config. The rest still applies though.

 

I personally wouldn't expect the sales person on the phone to know everything about every model ESPECIALLY if they're not from the U.S./UK and based in Thailand/India etc.

I've also experience poor sales service from people who are very experienced as well as from people that are not experienced.

If at any stage of the call you can or could simply abandon that call and ask to speak to someone that 'does' know the answers that you're looking for. At the end of the day you're dealing with individuals and that individual could leave Dell and work for HP or even Apple. Sure the company should represent itself better but there WILL Be off days.

You're not special and neither am I and we cannot and will not always get the service we require. Shame really. ALL oems are the same and to think otherwise is madness

 

They are probably based in China as it is Dell Hong Kong. But service in HK and via China is normally very good. And the poor service still does not explain why there are so many issues with the online configs of different countries. That is just coding. Nor does it explain why Dell HK would allow instalment options for most of their other laptops but not the Precision. I checked, and in the US financing is an option on their business models, as it is in the UK, and I assume other countries. In HK it is available on most just not the M6600 and a few others.

But with regards to the service, I do not want to post the email but it is not just someone not knowing about a certain model, it is just poor/appalling customer service. It would be like going into a good restaurant the waiter walking up and asking rather rudely "What do you want?" you "Are there any specials today?" and he replies, "I do not know" without even attempting to offer to find out or anything else. I simplify, as here we are talking about a machine that will cost HK$50,000 up, and a company that is one of the biggest in the world, but that quite accurately sums it up.

I do not expect amazing service, or service that is better than anyone else, and I would expect large businesses to get better service than me, but I do expect a minimum amount of service.

And these are not calls. They "Call me now system does not work" and I always get put through to a page where you have to email.

The service is all down to training, and the minimum sales techniques Dell wants its staff to have.

Would you prefer red or white wine with that sir? Or perhaps a glass Champagne to start the evening off?

 

large corporations do often finance their purchases and some of them rent the machines over 3 or 4 years. They also don't have to worry about how to dispose these old PC when they are at the end of their useful lifecycle. Finally it will look better on the balance sheet.

 

Oh boy the joys of being on the phone with people that have very heavy accents + little patience.

I remember calling them a few years back to order an axim for my dad, and before that to order a couple laptops. After getting that handheld PC I swore to never do business with Dell again.

Anyway, I hope you find what you're looking for.

I'm glad they're getting out of PC manufacturing.

 

I have no problems with accents etc, but this was all done by email as their online chat never seems to be working.

Anyway, until Dell US decides to monitor what its subsidiaries/franchises overseas are doing, so it can at least maintain a level of customer service that is acceptable and increase sales through improved sales training then I doubt anything will improve.

Dell HK has now had the 5010M on its config screen since 9 Sept now but I still have not heard from that guy. If I was not monitoring the page I would not know.

They still do not have a choice of screens available in the config page, you have to ask, or you get the 1600x900 which would just be so wrong on a M6600.

And, I won't go on about the lack of financing on this particular model - their most expensive laptop!

Unfortunately there is little competition to the M6600.