I know what the Hall is up, but not what the Dell I'm doing - personal quote from me, twotablesnotime
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| Four Unboxed Mint Copies of Windows 8 Pro |
This is what I just sent off to four different Dell email addresses (some things deleted because its irrelevant)
I'll keep you guys posted.
RE: CUSTOMER SATISFACTION
CC: John Hall, President
His Company, Inc.
Case Number: 867-5309
To Whom it May Concern:
I feel my account needs corporate intervention because I need to speak directly with a department head that has the authority to do something more than tell me he's a manager. I've spoken to a manager practically every time I've called, and they do nothing more than be one more name I've written down.
Dell Technical Support has failed in the guarantees outlined in the Services I purchased for my company on January 16, 2013. My company has suffered from a complete lack of initiative that Technical Support promises to provide swiftly, as well as cost effectively to keep my business 'up and running' (I am quoting the hold message advertising). This certainly has not been the case. I have had to deal with Technical support before, and I must say, at first, one would believe Dell has been revitalized. You are no longer rude or obnoxious and the English is impeccable. Almost every technician was a pleasure as a person, however, personality only goes so far after a couple hours on hold. It took technicians almost three days to conquer that I needed to reinstall my OS on Service Tag xxxxxxxx, a xxxxxx xxx desktop that had been upgraded from XP to 7 HP and had hardware additions made self diagnostics on the Dell website obsolete. I called Dell because I thought: who better to fix my Dell than the manufacturer? I was sold a year service in the first hour of contact and thought how easy my IT life was going to be.
Wow, this service offers everything. Covers all my Dells and the software. I can have four meltdowns in one year. Sweet. My main computer is monitored by Dell and you call me before there's a problem! Oh I loved the thought of not worrying constantly. Then the night never ended. Two days later I slept for 18 hours with no solution. I spoke to 11 people, not including managers during that time. I feel I should have been provided a summary email from each person that remotely accessed my computer, so I have record of my service call, what they did and who they were, for security reasons, as well as for calculating hours and payroll. And certainly I should have been sent order confirmations when I ordered from the phone with them, which I did not (Ms. xxx emailed them for me because I asked her to). I have had nothing to provide to my employer to prove I have been on the phone constantly with Dell other than my actual phone. I also have not been able to tell my employer in detail what has been happening to our company computers and printers. I could not even show him expenses other than logging into the account directly, which does not work for accounting purposes. Luckily my employer trusts me implicitly, or your lack of communication could have cost me my job.
That being said, it is of no consequence that we are small business. Everything stood still. My business. My duties. My life. My obligations to my husband and child. It is inexcusable and unfair to think I was awake more than 36 hours on end trying to get a solution that never came. I spoke to so many people; it's been more than twenty. They were all very cordial and apologetic. I want someone to apologize to my daughter, who begged me not to call Dell over this past weekend. Explain to a seven year old why her mother had to go through all this for days.
I am now wondering how I can be certain that the Concierge service was a sound choice for my company. My employer is weary of double duties because I am on the phone. The lack of communication via email makes me believe no one will detect a problem and call to fix it and I don't think I want a remote port open for your company to just be able to go through my personal and business files. This poses a serious security risk. I trust Dell, but I don't trust individuals, and where is the guarantee our company and my files are safe from your employees. Then I had to spend so much money... and I could not believe the reasoning behind having to update all my computers... So, frustration because Dell took so long made me doubt, and thus I checked my install copies with Microsoft and used a solution based on research of my own, and Windows 7 Installed perfect. I tried to call and no one seemed to understand how I did it, even care, or apologize. I am still fuming. Tech Support was wrong, and it almost cost retraining each employee on how to use Windows 8, and it was not compatible with our Virus software, which we just renewed for 6 licenses. However, I believe in Dell computers, every computers we own is a Dell. But, Tech Support is wearing beliefs thin. My company card is now waiting on almost $xxxxxin credit, and I am frustrated. Two very wrong monitors. Four upgrades I don't need. A week has gone by.
Right now, I have at least 50 hours lost to technical support. So factor in another $xxxxxxx for pay compensation. What will Dell do except apologize to me? What about our corporate card? We pay it off monthly, and were not anticipating an extra $xxxxxx in charges. I have given you numbers to help you understand how critical my time is, and how each dollar counts. I honestly believed that I could renew faith in support for Dell products.
So how do I end this letter? How are you going to respond? I hope you have more than a speech, and more than your best technician. The President wants to know if we need to write another letter to home office and request their attention in making this extreme wrong a right. I speak for the company President, because he refuses to deal with Dell out of an issue years ago, but he will receive a copy of this notice.
So, there it is. One big complaint that speaks clearly. Whomever calls me needs to understand that Dell needs to do something. As a company, this is my THIRD huge incident. If need be, I'll take it up with your home office. They answer emails written to the company owner. Someone take action and get on the phone with answers and solutions and positive reinforcement. Because Personally, remotely, you've shown me how well my business is going to be taken care of in crisis.
Do not send me an email (oh wait, no problem, right?)
Call Directly and leave a message for call back.
Sincerely,
Me
Office Manager
His Company, Inc.
