backtop


Print 48 comment(s) - last by TakinYourPoint.. on Aug 20 at 2:40 PM

Company takes shady Indian call support and battering the beleaguered customer to new levels

Laptop magazine has unearthed a rather large steaming mess of hustlery and hucksterism in a series of support calls to Dell, Inc. (DELL).  Dell, the world's second largest computer retailer has been in midst of a big round of layoffs and outsourcing, as it has struggled with
"sluggish" profit growth
.

Mark Spoonauer, editor and chief of Laptop, spent hours being willing sucked into a nightmarish vortex of Dell support calls, which the company insists are unusual and a series of "misunderstandings".  The calls began when inquiring about issues with a Dell laptop.

First the Dell representatives in India tried to pitch a $239 USD warranty "discounted" to $199 USD or a one-time payment of $129 USD to solve the firmware issue. Dell would later acknowledge that the issues should have been covered by the hardware warranty, blaming the sales attempt on a "misunderstanding".

On a second call Mr. Spoonauer inquired about using Dell DataSafe to back up his computer, at which point a second Dell rep in India informed him that software questions were not allowed under hardware warranty and customers without warranties could not ask questions.  The service rep's manager "Raj" then again pitched the software warranty, bafflingly unveiling a second pitch -- that he could support those kinds of questions if the caller bought an affiliated hard drive at their local electronics store.  

But the real kicker came in the third call when the service rep Sherma interjected in a discussion over poor battery life in a recently purchased device with an exciting announcement.  Describes Mr. Spoonauer, "In a surprised tone, told us that we had won a daily drawing to purchase a four-year extended hardware warranty for our laptop for $317.


"You may already be a winner!" Dell tries its best Publishers Clearing House impression in Laptop's latest investigation [Image Source: Ticker Times]

When Sherma's excitement was met with caller apathy he went into panic mode, attempting a harder sell.  Only three customers win the drawing a day, he informed.  And the normal price was $512 USD.

Dell comments:

Daily drawings are not a regular practice nor encouraged tactic in technical support and we have used your feedback to reinforce this with our teams. Their only priority is to resolve our customers’ issues.

As much as Apple, Inc. (AAPL) is criticized for its belligerent legal tactics, customer support is one major perk of the computer makers' products.  After all, Apple is one of the few companies to offer in-store support covered by warranty, and better yet to offer U.S.-located tech support.  Dell, apparently opts for quite a different approach, though its products are, of course, significantly cheaper than Apple's.

Source: Laptop



Comments     Threshold


This article is over a month old, voting and posting comments is disabled

iDontCare (C) Tony Swash
By Pirks on 8/17/2012 1:58:18 AM , Rating: 1
because Dell still has best online service/repair manuals for their Vostro line of business laptops (didn't check the other model lines, know only about Vostro) so my family stays with Vostro until Dell fucks up those excellent manuals impossible to find for other laptops.

although lately I'm paying more attention to Sony laptops, just installed Win8 RTM on my Vaio S 15" and it flies like a rocket, system boots in 10 second INCLUDING POST. This is fuckin unbelievable people... looks like Ballmer is not such an idiot after all, Win8 RTM so far feels like a VERY solid OS. much much better than win7 for sure. I love how Reclaimer cluelessly trolls it, such a funny clown hahaha :)))

so for now it's Dell or Sony for me due to very good experience with both

tried Gateway but its video card burnt in two months so I sold off this junk qiuck. tried Asus but its build quality is quite below Dell's and Sony's, some pieces started to fall off and it's full of cheapo glossy plastic everywhere and cheapo glossy screen as well, but its 14 hours of work time on a single battery charge kinda compensate :P




"If you look at the last five years, if you look at what major innovations have occurred in computing technology, every single one of them came from AMD. Not a single innovation came from Intel." -- AMD CEO Hector Ruiz in 2007














botimage
Copyright 2014 DailyTech LLC. - RSS Feed | Advertise | About Us | Ethics | FAQ | Terms, Conditions & Privacy Information | Kristopher Kubicki