WHY

DELL CUSTOMER SERVICE IS SO FRUSTRATING

I simply had ONE simple question about a DVI output on a specific Desktop tower that I was purchasing for research.  Upon calling:

———————————————————–

Person 1: Hello, how may I help you today?

Me: Hello, I just have a question about the Inspiron 570 MT.

Person 1: Great choice!  That’s a great model!  Okay, are you purchasing today?

Me: No, at a later time though.

Person 1: Okay, may I have your phone number?

Me: ###.###.####

Person 1: Okay, and also your address?

Me: No, I just have a question about a specific part of the Inspiron 570 MT.  Does the computer have a DVI output?

Person 1: Okay, I need to transfer you to another department to better answer your question

– wait –
———————————————————–

Person 2: Hello, my name is ???? from the sales department, how may I help you today?

Me: Hello, I just have a question about the Inspiron 570 MT.

Person 2: Great choice!  That’s a good model.  What is your question?

Me: Does the Inspiron 570MT have a DVI output?

Person 2: Will you be purchasing over the phone today?  May I have your phone number please?

Me: No, I just have a specific question about the computer.

Person 2: Alright, let me transfer you to our System and Sales department, they may better answer your question.

– wait –
———————————————————–

Person 3: Hello, how may I help you today?  My name is ???? How are you?

Me: Hello, my name is Randy from UCLA.  I’m good, thank you.  I just have a question about the Inspiron 570 MT.

Person 3: Will you be purchasing over the phone today?

Me: No, I just have a simple question, does your computer have a DVI output?

Person 3: Unfortunately I cannot answer your question, as we are in the Laptop and Accessories department.  Please let me transfer you to the Specialist Sales department where they may better answer your question.

– wait –
———————————————————–

While waiting – me, outloud: WHAT THE FUCK.

– wait –
———————————————————–

Person 4: Hello, how may I help you today?

Me: Hello, I just have a question about the Inspiron 570 MT.

Person 4: Great model!  Will you be purchasing today over the phone or online?

Me: No, at a later time.  Does the Inspiron 570 MT come with a DVI output?

Person 4: Unfortunately, I don’t have the specifications in front of me.  Please let me transfer you to the Systems and Sales department, where they may better answer your question.

– wait –
———————————————————–

Operator: Your call has experienced technical difficulties.  Please call again.

….

———————————————————–

2:22:41 PM System System
You are now being connected to an agent. Thank you for using Dell Chat
2:22:41 PM System System
Connected with BE_PR1_Rep_Marnel
2:22:41 PM Agent BE_PR1_Rep_Marnel
Welcome to Dell.com Live Chat! I hope you are doing well and thank you for waiting.

My name is Marnel and I’m your online Dell product advisor. I’ll be able to help you with any questions today or in the future, so feel free to contact me @ us_dhs_chat_reply@dell.com or via phone at 1-800-379-3355 Ext-2160085.

Hi Randy , How are you today?

2:22:53 PM Customer randy
Hello
2:22:57 PM Customer randy
Good, how are you?
2:23:16 PM Agent BE_PR1_Rep_Marnel
I’m fine thanks for asking. 🙂 On occasion, the chat does get disconnected. So, if it’s OK with you, do you mind giving me your phone #, in case we do get disconnected?
2:23:30 PM Customer randy
Actually I just have a really quick question about
2:23:37 PM Customer randy
the Inspiron 570 MT
2:23:47 PM Agent BE_PR1_Rep_Marnel
Glad you chatted in today, I’ll be happy to assist you with your inquiry.
2:23:55 PM Customer randy
Does the computer have a DVI or HDMI output?
2:24:36 PM Agent BE_PR1_Rep_Marnel
for this model, it will have VGA connector and HDMI connector.
2:24:49 PM Customer randy
Oh so it has both?
2:25:01 PM Agent BE_PR1_Rep_Marnel
yes.
2:25:20 PM Customer randy
GREAT THANK YOU
2:25:35 PM Customer randy
I was transferred between 4 different stations all of which did not know the answer
2:26:23 PM Agent BE_PR1_Rep_Marnel
Welcome, sorry to hear that and for the inconvenience, are you planning to purchase the system today online?
2:26:39 PM Customer randy
No not today
2:26:42 PM Customer randy
At a later time
2:27:13 PM Agent BE_PR1_Rep_Marnel
Ok I understand, will there be anything else I could assist you?
2:27:45 PM Customer randy
Is there a desktop solution that has a DVI graphics card?
2:28:39 PM Agent BE_PR1_Rep_Marnel
yes you can also get the Inspiron 570 but with a dedicated video card. like the ATI radeon 5450, it will have VGA, HDMI and DVI port.
2:28:51 PM Customer randy
Ahh alright thank you
2:29:05 PM Customer randy
THANK YOU SO MUCH
2:29:18 PM Customer randy
DELL NEEDS MORE OPERATORS LIKE YOU WHO ACTUALLY LISTEN
2:29:43 PM Agent BE_PR1_Rep_Marnel
My pleasure, and thank you for chatting.:) It’s my goal today to provide you with excellent customer service. May I ask if you’re very satisfied with the service I’ve provided you today?
2:29:48 PM Customer randy
I feel like they are just drones who repeat a script
2:29:52 PM Customer randy
I AM VERY SATISFIED
2:30:02 PM Customer randy
But you should tell them to listen
2:30:20 PM Customer randy
Seriously I got forwarded to 4 different “specialized sales departments” who could answer my question better than the next guy
2:30:55 PM Agent BE_PR1_Rep_Marnel
I understand and thank you for the feedback , we do appreciate it and will help us improve. I’m glad I was able to provide you with excellent service, thank you for your time, we greatly appreciate you business.
2:31:05 PM Agent BE_PR1_Rep_Marnel
also, My buddies and I are having a friendly competition. If you have about 60 seconds, please answer our survey at the end of this chat. If you have any additional comments, please add them to the “Comments” field at the end of the survey. Thank you for choosing Dell Inspiron, Studio and XPS online sales chat. Have a wonderful day!
2:31:27 PM Customer randy
Great thank you
2:31:30 PM Customer randy
you too
=

8 – Optional: We are always looking for ways to improve chat. Any comments or feedback are greatly appreciated.

PLEASE MAKE SURE THAT YOUR PHONE AGENTS ARE LISTENING TO WHAT A CUSTOMER IS ASKING.  I GOT TRANSFERRED TO FOUR DIFFERENT DEPARTMENTS, ALL OF WHICH CLAIMED THE NEXT DEPARTMENT COULD BETTER ANSWER MY QUESTION.  I SIMPLY HAD A QUESTION ABOUT A DVI OUTPUT ON AN INSPIRON MODEL, AND I GOT TRANSFERRED TO LAPTOPS AND ACCESSORIES, SPECIALIZED SALES, SPECIALIZED SALES AGAIN, AND SYSTEMS AND SALES, AND THEN THE PHONE LINE HAD A TECHNICAL DIFFICULTY.

It was then that I signed onto the chat, which was MUCH MORE HELPFUL.  MARNEL IS THE BOMB.COM.  WWW.BOMB.COM/MARNEL.  THIS MAN IS VERY HELPFUL.  YOU SHOULD PROMOTE HIM TO TRAIN OTHER CUSTOMER SERVICE AGENTS.

Thank you,
Randy

SERIOUSLY.  CUSTOMER SERVICE COMES DOWN TO LISTENING TO A CUSTOMER INSTEAD OF READING A SCRIPT.

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4 thoughts on “WHY

  1. Pingback: More Adventures with Dell Support « theworldofrandall

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