(no subject)

[gwynhefar]

Ok, Dell Technicians, listen up. When my computer goes belly-up while still under warranty, *I* am the injured party here. I am not a supplicant. I am not required to turn my life upside down to accommodate *your* schedule and I am certainly not going to be slavishly grateful when you deign to grace me with your presence. The next person who huffs an exasperated sigh on finding out that no, I am *not* available in the middle of the day with no warning is going to feel my wrath. Such as it is.

Comments

[harkalark.livejournal.com]

Good lord. Still giving you the runaround, huh? What a surprise.

[gwynraven.livejournal.com]

Oh yes. I got the new computer, which now stalls whenever I try and do *anything* with it. Like install drivers or enable the network adapter. It even stalls on shut down and needs to be turned off manually.

[dameruth.livejournal.com]

I hate Dell. I really do. I just got done with a week's worth of pulling teeth and runarounds at work just getting a new power supply for one of the lab's Dell computers. *So* getting computers somewhere else next time.

[gwynraven.livejournal.com]

Yeah, I think I will too. I was appreciative of the fact that the replacement computer they sent me had better specs than the original, but that was before I found out the replacement one didn't work either.

Re: money back time

[e-scapism101.livejournal.com]

Dell has lost several sales due to your travails - I work in an electronics department and I won't recommend a Dell because of the customer service issues you've had...because people would be coming back to ME if that happened.

[curmudgn]

Still, I know why you're getting the sighs. Been there, had to do that.

For a phone tech to make an outbound support call requires he get permission from the phone queue manager (known as QWatch), AND QWatch is usually sitting with one eye on the service level (how many incoming calls were actually answered within the allowed hold time--in my former queue, it used to be 90% within two minutes), and he really doesn't want to let any agents out of the queue because once he starts, service level is likely to nosedive and he's in trouble with his management. And then there are the blackout periods--hours of the day when outbound calls aren't allowed, period, because of incoming volume.

Pleading yer case with QWatch, to get permission to make that outbound call, is at best enervating and at worst discouraging, so if an agent manages to wangle permission to make an outbound and then the customer says "sorry, wrong time of day, can't talk now" . . . well, yeah, he's likely to sigh 'cos he just went through a certain amount of hell trying to get permission to help the customer, and all for nothing. And because he owns that case and is supposed to stick with it to final resolution, tomorrow he'll have to go through the same thing again.

[gwynraven.livejournal.com]

This wasn't wanting to know if I was available to talk. This was calling while I was at work to want to know if I was available for them to come over and install new hardware in an hour. Um, no. I'm at *work*. I cannot just leave.