Subject:
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Off Topic Dell Gripe
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Newsgroups:
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lugnet.off-topic.geek
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Date:
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Mon, 26 Feb 2001 22:05:09 GMT
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Viewed:
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102 times
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Back in June I purchased a computer from Dell. Nothing fancy, just
something on which to do wordprocessing, net applications, and maybe some
graphics software. Everything works fine, but I'm on a payment plan at a
hideous interest rate, so I'm interested in paying down their loan to me ASAP.
This morning I called Dell to try and find out my remaining balance, and I
spent over 15 minutes negotiating a series of voice menus (I'm not
exaggerating--I have a call-timer on my phone). After that, I finally got
through to a person only by selecting the "repairs and service" option,
knowing that I would have to be transferred, since I was in the wrong
department. From there, I was bounced to a voice response system that
advised me that "due to heavy call volume, you may wait approximately 33
minutes to speak with a service representative." All this to find out my
account balance? Absurd!
I have an unfortunate number of credit cards, and I can check all of their
balances over the phone via automated system. I have a car loan, and I can
check this by phone. I can even check my gas bill by phone, for pity's
sake. Why is it that Dell can't offer this same simple and low-maintenance
form of customer service?
By the way, in my previous position I was chained to a phone (to provide
excellent customer service, of course) and we were *ahem* encouraged to keep
delay times under 15 seconds. Quite a difference from 48 minutes, I should
think. Perhaps Dell should rehire some of their layoffs and put them on the
phones.
Thanks for listening. End of rant.
Dave!
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Message has 2 Replies:
 | | Re: Off Topic Dell Gripe
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| in article G9DxCM.GpI@lugnet.com, Dave Schuler wrote: <snip> (...) Dear Lugnet User, Thank you for posting your message. Your post is very important to us. We are currently experiencing a high volume of posts. No one is available to reply to your (...) (24 years ago, 27-Feb-01, to lugnet.off-topic.geek)
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