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rsw@jfet.org
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an anti-policy move
Normally I don't touch "satisfaction surveys" with a ten-foot pole, but when I saw a SPAM from Dell asking me to rate my satisfaction (which reminds me... how in the fuck did they get my email address when I explicitly refused to give it each and every time they asked for it?), I couldn't resist. Highlights from the survey:
- If Dell failed to keep any commitments made to you, please explain what happened:
- I explicitly informed the technician that I had changed my address, and that the computer should be shipped to the new address. This was at least somewhat understood, since the RMA box arrived at my new address in Texas. Unfortunately, upon completion of service, the computer was shipped to my old address—in Massachusetts. I spent a total of five hours on the phone with Dell and DHL straightening things out. The majority of that time was with Dell, not DHL, and I found that while DHL's agents where knowledgeable and helpful, Dell's were unable to communicate effectively, did not know what to do, and were completely unhelpful. This experience has convinced me that I will never buy another computer from Dell again. Sure, the price is right, but that savings of a couple hundred bucks is more than made up for in the abysmal technical support and customer service.
- What does Dell Technical Support currently do well, and what can be improved?
- I can only assume that the first half of that sentence is intended as a joke. As to the second part: bring your call centers back to the US, for the love of God.
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