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Sep. 7th, 2010 10:55 am![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
gwynhefarOk, so I realise that Dell subcontracts their technicians, so an annoying technician doesn't necessarily reflect on Dell themselves, but this guy is ticking me off.
So Friday I went out to a social held by one of the student groups associated with Women & Gender Studies, to which I am the new liaison. It was open to all, student and faculty alike, and it was probably about one part work and two parts fun. At some point between 4:30 when I headed over to the social and about 7pm when I left, the Dell guy had called *twice* wanting to set up a time to install the part that Dell wants to be replaced that I can almost guarantee will not fix my problem. I called back and got a recording, which I expected, and said I was returning the call and for him to call back when he got a chance, acknowledging that that probably wouldn't be until today because of the long weekend.
So he calls today at 7:15am which in my opinion is straddling the line between awfully damn early and *unreasonably* damn early. And since I don't have to get up until 8 I put my pillow over my head and ignored the phone. I was going to call him back when I got into work to set up a time. So a little before 9am (I didn't have to be in until 9:30 today since I'm working until 6) I'm leaving my apartment and this guy walks up and introduces himself as the Dell technician and asks if I have some time.
Um . . . no. Just NO. You do not randomly show up on my doorstep. And he looked at me like it was *my* fault he'd made a wasted trip when I told him that no, I was on my way to work and I did *not* have some time. I told him I'd be home by 7pm. He then got another annoyed look on his face and said he'd have another technician call me since he "didn't usually work that late."
Well, excuse me for having a life and a job! If you'd waited until I returned your early-ass phone call I might have been able to work out a time later in the week where I could take a long lunch or leave work a bit early, but damn. *I'm* the customer here. I'm the one with the crappy broken computer that *isn't my fault* and you should be finding a way to accommodate my schedule, not getting ticked off because I haven't accommodated yours.
*GRRRRR*
So Friday I went out to a social held by one of the student groups associated with Women & Gender Studies, to which I am the new liaison. It was open to all, student and faculty alike, and it was probably about one part work and two parts fun. At some point between 4:30 when I headed over to the social and about 7pm when I left, the Dell guy had called *twice* wanting to set up a time to install the part that Dell wants to be replaced that I can almost guarantee will not fix my problem. I called back and got a recording, which I expected, and said I was returning the call and for him to call back when he got a chance, acknowledging that that probably wouldn't be until today because of the long weekend.
So he calls today at 7:15am which in my opinion is straddling the line between awfully damn early and *unreasonably* damn early. And since I don't have to get up until 8 I put my pillow over my head and ignored the phone. I was going to call him back when I got into work to set up a time. So a little before 9am (I didn't have to be in until 9:30 today since I'm working until 6) I'm leaving my apartment and this guy walks up and introduces himself as the Dell technician and asks if I have some time.
Um . . . no. Just NO. You do not randomly show up on my doorstep. And he looked at me like it was *my* fault he'd made a wasted trip when I told him that no, I was on my way to work and I did *not* have some time. I told him I'd be home by 7pm. He then got another annoyed look on his face and said he'd have another technician call me since he "didn't usually work that late."
Well, excuse me for having a life and a job! If you'd waited until I returned your early-ass phone call I might have been able to work out a time later in the week where I could take a long lunch or leave work a bit early, but damn. *I'm* the customer here. I'm the one with the crappy broken computer that *isn't my fault* and you should be finding a way to accommodate my schedule, not getting ticked off because I haven't accommodated yours.
*GRRRRR*
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no subject
Date: 2010-09-07 04:21 pm (UTC)no subject
Date: 2010-09-07 05:13 pm (UTC)Maybe Dell is trying to compete with Comcast for the Worst Customer Service Ever Award.
no subject
Date: 2010-09-07 08:36 pm (UTC)And get this kind of "service" ?
Yeah, i'd be more than just a little annoyed.
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Date: 2010-09-07 09:10 pm (UTC)no subject
Date: 2010-09-07 10:02 pm (UTC)That's just what I hear, though.
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Date: 2010-09-07 10:06 pm (UTC)no subject
Date: 2010-09-07 10:41 pm (UTC)You're more generous than I am if you don't let that reflect on Dell themselves. Dell has control over who it subcontracts with. If they continue to give contracts to people who act that way, then it reflects badly on them in my opinion. Given that poor service is an ongoing issue with them not something unique to this incident, it seems likely that they're continuing to give contracts to people who act that way. They should have rules for what is and isn't acceptable behavior and what you describe is not acceptable.
no subject
Date: 2010-09-09 11:24 pm (UTC)I will grant that the usual "customer service" approach that says that they will- possibly- show up between 8 snd 6 on some random day is not good either.