Comments on: The Problem With Dell Support http://www.insignificantthoughts.com/2007/04/08/the-problem-with-dell-support/ Specializing in Bovine Fecal Detection Since January of 2002 Sat, 04 Feb 2012 17:29:03 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Vinny http://www.insignificantthoughts.com/2007/04/08/the-problem-with-dell-support/#comment-14652 Vinny Mon, 09 Apr 2007 16:48:39 +0000 http://www.insignificantthoughts.com/2007/04/08/the-problem-with-dell-support/#comment-14652 Wherever the problem is, it doesn't make it right. The fact that he had to verify his information to get into a queue at all then verify it again is stupid. Secondly, knowing the problem and then making him take 10 minutes to verify the owner of the computer (as if it was relevant) and then hand him a 1-second solution is unacceptable. You're right. It's policy. You're also right that he was just following the script he was given. That doesn't make it right, it just means he's following the dumb rules set forth by his company, which are the root of the problem. Wherever the problem is, it doesn’t make it right. The fact that he had to verify his information to get into a queue at all then verify it again is stupid. Secondly, knowing the problem and then making him take 10 minutes to verify the owner of the computer (as if it was relevant) and then hand him a 1-second solution is unacceptable.

You’re right. It’s policy. You’re also right that he was just following the script he was given.

That doesn’t make it right, it just means he’s following the dumb rules set forth by his company, which are the root of the problem.

]]> By: Vinny http://www.insignificantthoughts.com/2007/04/08/the-problem-with-dell-support/#comment-192127 Vinny Mon, 09 Apr 2007 16:48:00 +0000 http://www.insignificantthoughts.com/2007/04/08/the-problem-with-dell-support/#comment-192127 Wherever the problem is, it doesn't make it right. The fact that he had to verify his information to get into a queue at all then verify it again is stupid. Secondly, knowing the problem and then making him take 10 minutes to verify the owner of the computer (as if it was relevant) and then hand him a 1-second solution is unacceptable. You're right. It's policy. You're also right that he was just following the script he was given. That doesn't make it right, it just means he's following the dumb rules set forth by his company, which are the root of the problem. Wherever the problem is, it doesn’t make it right. The fact that he had to verify his information to get into a queue at all then verify it again is stupid. Secondly, knowing the problem and then making him take 10 minutes to verify the owner of the computer (as if it was relevant) and then hand him a 1-second solution is unacceptable.

You’re right. It’s policy. You’re also right that he was just following the script he was given.

That doesn’t make it right, it just means he’s following the dumb rules set forth by his company, which are the root of the problem.

]]> By: David http://www.insignificantthoughts.com/2007/04/08/the-problem-with-dell-support/#comment-14650 David Mon, 09 Apr 2007 16:41:56 +0000 http://www.insignificantthoughts.com/2007/04/08/the-problem-with-dell-support/#comment-14650 I am going to respectfully disagree with you on this one. Call centers have very draconian policies regarding the ways calls are taken. Dell (like every other company that provides support)probably requires a certain set of information be gathered on EVERY call. They have scripts and such things that they have to follow without question (or they face almost immediate termination). The guy on the phone could not help the policies that he has to follow. The customer is clearly upset and irrational about the whole situation. When customers are like that, there is no dealing with them. The poor guy answering the phone could not help that the customer was frustrated with the IVR system. Cussing him out and yelling and screaming didnt help him out one iota. Had he come on my line screaming like that he would have gotten a verbal warning the first time he called me an A-hole. The second time he would have been talking to a dialtone. I am going to respectfully disagree with you on this one. Call centers have very draconian policies regarding the ways calls are taken. Dell (like every other company that provides support)probably requires a certain set of information be gathered on EVERY call. They have scripts and such things that they have to follow without question (or they face almost immediate termination). The guy on the phone could not help the policies that he has to follow. The customer is clearly upset and irrational about the whole situation. When customers are like that, there is no dealing with them. The poor guy answering the phone could not help that the customer was frustrated with the IVR system. Cussing him out and yelling and screaming didnt help him out one iota. Had he come on my line screaming like that he would have gotten a verbal warning the first time he called me an A-hole. The second time he would have been talking to a dialtone.

]]> By: David http://www.insignificantthoughts.com/2007/04/08/the-problem-with-dell-support/#comment-192126 David Mon, 09 Apr 2007 16:41:00 +0000 http://www.insignificantthoughts.com/2007/04/08/the-problem-with-dell-support/#comment-192126 I am going to respectfully disagree with you on this one. Call centers have very draconian policies regarding the ways calls are taken. Dell (like every other company that provides support)probably requires a certain set of information be gathered on EVERY call. They have scripts and such things that they have to follow without question (or they face almost immediate termination). The guy on the phone could not help the policies that he has to follow. The customer is clearly upset and irrational about the whole situation. When customers are like that, there is no dealing with them. The poor guy answering the phone could not help that the customer was frustrated with the IVR system. Cussing him out and yelling and screaming didnt help him out one iota. Had he come on my line screaming like that he would have gotten a verbal warning the first time he called me an A-hole. The second time he would have been talking to a dialtone. I am going to respectfully disagree with you on this one. Call centers have very draconian policies regarding the ways calls are taken. Dell (like every other company that provides support)probably requires a certain set of information be gathered on EVERY call. They have scripts and such things that they have to follow without question (or they face almost immediate termination). The guy on the phone could not help the policies that he has to follow. The customer is clearly upset and irrational about the whole situation. When customers are like that, there is no dealing with them. The poor guy answering the phone could not help that the customer was frustrated with the IVR system. Cussing him out and yelling and screaming didnt help him out one iota. Had he come on my line screaming like that he would have gotten a verbal warning the first time he called me an A-hole. The second time he would have been talking to a dialtone.

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