Comments on: Telephone hell with Dell… http://www.tomrafteryit.net/telephone-hell-with-dell/ Tom Raftery, social media consultant, speaker, blogger and podcaster Fri, 16 May 2008 20:47:30 +0000 http://wordpress.org/?v=2.5.1 By: Dell - doing their bit in the war against terror. » Aonach Consulting http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-109066 Dell - doing their bit in the war against terror. » Aonach Consulting Tue, 07 Aug 2007 13:28:56 +0000 http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-109066 [...] I was babysitting TomR’s blog for him, I posted about my experience calling Dell about a machine on their outlet store… I did eventually purchase from the outlet store and [...] [...] I was babysitting TomR’s blog for him, I posted about my experience calling Dell about a machine on their outlet store… I did eventually purchase from the outlet store and [...]

]]> By: FrankP http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108830 FrankP Sat, 04 Aug 2007 11:46:47 +0000 http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108830 Booted up last night... mmmmmmmm... it's lovely... beautiful screen... it's the coolest thing I ever bought... I'll post about it soon. Booted up last night… mmmmmmmm… it’s lovely… beautiful screen… it’s the coolest thing I ever bought… I’ll post about it soon.

]]> By: FrankP http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108776 FrankP Fri, 03 Aug 2007 16:01:57 +0000 http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108776 it arrived - and it is a thing of beauty... I haven't set it up yet, just looking at it. More soon! it arrived - and it is a thing of beauty… I haven’t set it up yet, just looking at it. More soon!

]]> By: FrankP http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108652 FrankP Wed, 01 Aug 2007 15:34:32 +0000 http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108652 Mine should be arriving tomorrow... it was actually due this time last week originally, but on the day it was due I got a call from Dell to confirm my details. When I asked when I could expect delivery they said 5 to 7 days... I explained that was what the site had said initially, and that the expected deliver date was the previous day. "Oh yes," she replied "I don't know why it was delayed..." Hmmm... anyway it should arrive tomorrow, I actually can't remember was Office with it, but I'm not too bothered I wouldn't use office a huge amount... Open Office or some such would do me... Mine should be arriving tomorrow…

it was actually due this time last week originally, but on the day it was due I got a call from Dell to confirm my details.

When I asked when I could expect delivery they said 5 to 7 days… I explained that was what the site had said initially, and that the expected deliver date was the previous day. “Oh yes,” she replied “I don’t know why it was delayed…”

Hmmm… anyway it should arrive tomorrow, I actually can’t remember was Office with it, but I’m not too bothered I wouldn’t use office a huge amount… Open Office or some such would do me…

]]> By: NAW http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108619 NAW Wed, 01 Aug 2007 09:35:13 +0000 http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108619 Follow up to previous above... Laptop arrived yesterday and it appears to be fine and the spec I picked. Regarding a 'refurb' the only defect I can see is a tiny chip out of the side of the lid Follow up to previous above…

Laptop arrived yesterday and it appears to be fine and the spec I picked.
Regarding a ‘refurb’ the only defect I can see is a tiny chip out of the side of the lid

]]> By: Jimmy Corr http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108550 Jimmy Corr Tue, 31 Jul 2007 12:21:17 +0000 http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108550 Did you get the MS Office with yours, Frank? If so how much is it? How long is the wait for delivery from Dell? Did you get the MS Office with yours, Frank? If so how much is it? How long is the wait for delivery from Dell?

]]> By: FrankP http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108547 FrankP Tue, 31 Jul 2007 10:50:31 +0000 http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108547 Well, maybe more fool me, but I went ahead and ordered a different machine from the Irish Dell outlet store in the end. It's a sad state of affairs, but I've come to expect this sort of malarkey from most companies. Well, maybe more fool me, but I went ahead and ordered a different machine from the Irish Dell outlet store in the end.

It’s a sad state of affairs, but I’ve come to expect this sort of malarkey from most companies.

]]> By: Jimmy Corr http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108544 Jimmy Corr Tue, 31 Jul 2007 09:49:11 +0000 http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108544 Thanks be to God, I read the above stuff! It's no wonder that you cannot find a telephone number in their website. I bought a Dell very successfully about five years ago over the phone. Now I think I will go for a HP instead. Thanks be to God, I read the above stuff! It’s no wonder that you cannot find a telephone number in their website. I bought a Dell very successfully about five years ago over the phone. Now I think I will go for a HP instead.

]]> By: GD http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108361 GD Sat, 28 Jul 2007 20:52:22 +0000 http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108361 Frank, I can understand your frustration - I've dealt with Dell quite regularly for work as we have a few very important servers running a Unix variant on Dell hardware. We have had numerous firmware/hardware issues involving memory, motherboard, drives, PSU, system & array controller bios. Dell's reaction thatwe run Unix on Dell - "it is unsupported" is always funny. We still regularly receive Windows executables to debug the o/s :) Then eventually the engineers turn up completely unprepared and without floppy disks, USB keys...anything! Unfortunately all hardware changes have to be done by recognised engineer or you invalidate the warranty. Needless-to-say, the issue is eventually resolved but never within the agreed SLA and it's a nightmare trying to get anything from them. We run a 24*7 infrastructure on which these servers play a vital role. Our Premium Support has never been satisfied and we usually waste a week resolving the issue and escalating to the VPs across Europe and the US, trying to ensure the problems don't re-occur the next time though they invariably do :) You can only laugh! Frank,

I can understand your frustration - I’ve dealt with Dell quite regularly for work as we have a few very important servers running a Unix variant on Dell hardware. We have had numerous firmware/hardware issues involving memory, motherboard, drives, PSU, system & array controller bios.

Dell’s reaction thatwe run Unix on Dell - “it is unsupported” is always funny. We still regularly receive Windows executables to debug the o/s :)

Then eventually the engineers turn up completely unprepared and without floppy disks, USB keys…anything! Unfortunately all hardware changes have to be done by recognised engineer or you invalidate the warranty.

Needless-to-say, the issue is eventually resolved but never within the agreed SLA and it’s a nightmare trying to get anything from them. We run a 24*7 infrastructure on which these servers play a vital role.

Our Premium Support has never been satisfied and we usually waste a week resolving the issue and escalating to the VPs across Europe and the US, trying to ensure the problems don’t re-occur the next time though they invariably do :)

You can only laugh!

]]> By: The DOBlog » Dell Hell... but not mine, but perhaps a different circle of the same techno hell http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108282 The DOBlog » Dell Hell... but not mine, but perhaps a different circle of the same techno hell Fri, 27 Jul 2007 18:05:41 +0000 http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108282 [...] across this on Tom Raftery’s blog. Looks like Tom’s guest writer Frank P had ‘issues’ with Dell when trying to buy [...] [...] across this on Tom Raftery’s blog. Looks like Tom’s guest writer Frank P had ‘issues’ with Dell when trying to buy [...]

]]> By: jim http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108238 jim Thu, 26 Jul 2007 17:52:20 +0000 http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108238 I am so glad to see your blog, I am intersted in purchasing a new computer and wanted the super dooper dell PC. Tried their Irish site and it was blank!!! After reading your article I think I will purchase elsewhere or get one with my own specs built for me.thanks for the ever friendly warnung, I will not wasrte my money on the inter net, too many corners to go round if something goes wrong and I am a man of little patience. It would kill me to go through what you went through I am so glad to see your blog, I am intersted in purchasing a new computer and wanted the super dooper dell PC. Tried their Irish site and it was blank!!! After reading your article I think I will purchase elsewhere or get one with my own specs built for me.thanks for the ever friendly warnung, I will not wasrte my money on the inter net, too many corners to go round if something goes wrong and I am a man of little patience. It would kill me to go through what you went through

]]> By: NAW http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108167 NAW Wed, 25 Jul 2007 19:06:36 +0000 http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108167 I came across this while Googling 'Dell Outlet' I was searching the Irish outlet for an Inspiron 9400 when I came across the spec I wanted for a reasonable price-about €900 pre vat & delivery.Ordered online (Sunday).Monday morning got the confirmation emails etc,everything going grand including the price put on hold on my plastic. Checked the status website and my order was there going through the motions until late Monday night it disappeared off their site. Emailed Customer Service and got a prompt reply telling me that their was a 'problem' and they had to get one from the factory with the same spec,gave me a new order number which is in the same Pre-Production state since yesterday morning. The odd thing is I see one with the exact same spec. on the outlet site this evening but €200 odd more expensive.....did they pull my order cos it was under priced and will they try to send me a lower spec one..... I have a bad feeling about this......... I came across this while Googling ‘Dell Outlet’
I was searching the Irish outlet for an Inspiron 9400 when I came across the spec I wanted for a reasonable price-about €900 pre vat & delivery.Ordered online (Sunday).Monday morning got the confirmation emails etc,everything going grand including the price put on hold on my plastic.
Checked the status website and my order was there going through the motions until late Monday night it disappeared off their site.
Emailed Customer Service and got a prompt reply telling me that their was a ‘problem’ and they had to get one from the factory with the same spec,gave me a new order number which is in the same Pre-Production state since yesterday morning.

The odd thing is I see one with the exact same spec. on the outlet site this evening but €200 odd more expensive…..did they pull my order cos it was under priced and will they try to send me a lower spec one…..
I have a bad feeling about this………

]]> By: James http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108158 James Wed, 25 Jul 2007 17:55:18 +0000 http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108158 AFAIK it is not "illegal to record a telephone conversation unless both parties to the call are expressly informed"... Only one of the parties needs to be aware, i.e. it's illegal to record without one of the parties to the conversation being aware, such as a phone tap. However, some industries, especially financial services, require that they (banks, insurer, mortgage broker etc.) notify callers that their calls will be recorded.... AFAIK it is not “illegal to record a telephone conversation unless both parties to the call are expressly informed”… Only one of the parties needs to be aware, i.e. it’s illegal to record without one of the parties to the conversation being aware, such as a phone tap. However, some industries, especially financial services, require that they (banks, insurer, mortgage broker etc.) notify callers that their calls will be recorded….

]]> By: FrankP http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108147 FrankP Wed, 25 Jul 2007 16:37:04 +0000 http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108147 I did not call her an idiot... at any point, here or while speaking to her... I did not call her an idiot… at any point, here or while speaking to her…

]]> By: capt'n http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108132 capt'n Wed, 25 Jul 2007 12:58:47 +0000 http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-108132 It is illegal to record a telephone conversation unless both parties to the call are expressly informed, hence the "this call may be recorded for training purposes" blurb at the beginning of all these type of calls. This is them notifying YOU that the call is being recorded, if you are recording it you must inform THEM - and they can refuse also. Anywho.... so, the lady in the irish sales team tells you you cannot buy stuff from the UK outlet store and you call her an idiot. Wow good blog, try buying something from expedia. It is illegal to record a telephone conversation unless both parties to the call are expressly informed, hence the “this call may be recorded for training purposes” blurb at the beginning of all these type of calls. This is them notifying YOU that the call is being recorded, if you are recording it you must inform THEM - and they can refuse also.

Anywho…. so, the lady in the irish sales team tells you you cannot buy stuff from the UK outlet store and you call her an idiot. Wow good blog, try buying something from expedia.

]]> By: FrankP http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-107992 FrankP Mon, 23 Jul 2007 22:18:16 +0000 http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-107992 mmm... some good points there on all sides... I think though I was fair and reasonable and very polite up until I got through to the Irish lady at which point I just became pedantic and 'stupid'.... childish of me perhaps, I admit, but I felt like I deserved some fun. I mean let's face it, the ridiculous thing is that I was trying to give dell several thousand euros worth of business at the time! @John from Dell - that's good to hear... if you're serious... :) mmm… some good points there on all sides… I think though I was fair and reasonable and very polite up until I got through to the Irish lady at which point I just became pedantic and ’stupid’…. childish of me perhaps, I admit, but I felt like I deserved some fun.

I mean let’s face it, the ridiculous thing is that I was trying to give dell several thousand euros worth of business at the time!

@John from Dell - that’s good to hear… if you’re serious… :)

]]> By: Eoin O'Leary http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-107836 Eoin O'Leary Sat, 21 Jul 2007 09:26:58 +0000 http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-107836 Hi Frank, I feel your pain, it's the only thing I don't like about Dell, they need to get their act together. Try calling them for anything and it's a nightmare. I don't blame the staff. The person that you want to talk, gets to you after 10 to 15 minutes of you playing phone hop scotch, so your voice "tone" is not very friendly at that stage and they react to it. Mac anyone ? Hi Frank,

I feel your pain, it’s the only thing I don’t like about Dell, they need to get their act together. Try calling them for anything and it’s a nightmare.

I don’t blame the staff.
The person that you want to talk, gets to you after 10 to 15 minutes of you playing phone hop scotch, so your voice “tone” is not very friendly at that stage and they react to it.

Mac anyone ?

]]> By: Cian http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-107715 Cian Thu, 19 Jul 2007 21:50:47 +0000 http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-107715 "I am recording this call, the recording may be used to show up your company's bad customer service. It may be broadcasted, streamed, or stored in any way. It may end up in the hands of people with names like Joe Duffy or Damien Mulley. “I am recording this call, the recording may be used to show up your company’s bad customer service. It may be broadcasted, streamed, or stored in any way. It may end up in the hands of people with names like Joe Duffy or Damien Mulley.

]]> By: omaniblog http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-107705 omaniblog Thu, 19 Jul 2007 19:24:27 +0000 http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-107705 Actually I really don't think it's fair to have a go at the front line staff. They are as good as their managers: their selection, training, development, reward systems and so on... By the way, since Sky Handling Partners have been mentioned, could someone please tell me whether the fuss died or what happened next. please. Actually I really don’t think it’s fair to have a go at the front line staff. They are as good as their managers: their selection, training, development, reward systems and so on…

By the way, since Sky Handling Partners have been mentioned, could someone please tell me whether the fuss died or what happened next. please.

]]> By: omaniblog http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-107704 omaniblog Thu, 19 Jul 2007 19:21:48 +0000 http://www.tomrafteryit.net/telephone-hell-with-dell/#comment-107704 I'd like to vote for recording and podcasting calls to customer service. It would be even better if we could come up with some calls that were excellently handled and set up a site which could be full of source material for management training courses or MBA students. There could be an annual award for the best and worst in class. Some of you bright people would find it easy to set up and write instructions so that the rest of us could easily record and upload. I’d like to vote for recording and podcasting calls to customer service. It would be even better if we could come up with some calls that were excellently handled and set up a site which could be full of source material for management training courses or MBA students. There could be an annual award for the best and worst in class. Some of you bright people would find it easy to set up and write instructions so that the rest of us could easily record and upload.

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