Comments on: Interview: Dick Hunter, VP of Customer Experience at Dell

By: Senthilkumar

Senthilkumar — Mon, 23 Jun 2008 13:22:44 +0000

Also I am posted a thread on DellCommunity.com @ http://www.dellcommunity.com/supportforums/board/message?board.id=Tech_Talk_XPS_Laptop&message.id=19620#M19620

But No Issue…

By: Senthilkumar

Senthilkumar — Mon, 23 Jun 2008 13:19:34 +0000

Hello,

I am expereincing bad support from Dell India.

You can’t send email request from theier website. If you try, it will show you a form to fill out and you filled and click submit, there will be an error “The Dell Email Server Currently Unavailable”.

If you try by Online Chat, always there are all Representatives Are Busy”.

If you try phone, if you wait for more than an hour in their IVR System, they will attend if you have a luck.

The Dell India Support people, know only how to speak with the customer, how to avoid the customer. But they don’t worry about the customer’s situation.

I am trying to speak with the Dell India Support Rep. for last 15 days, but no luuck. It’s only luck to speak with Dell Support, problem solving is next thing.

As per me, I am expert user, i know what’s the problem. I only wanted to log a complaint to send a Service Engineer.

My Service Tag is 3RC7S1S, still in warrenty.

In thier IVR System, you can hear frequently, “Prevension is better than Cure”. but they will produce diffected product and you call them they never send the Doctor.

I had good thought about and I recommeneded many to buy dell products. But this time, I am very much disappointed.

I am trying to get support from Dell India from last 10 days. Even I can’t speak with them clearly.

Senthilkumar D.

By: Natacha

Natacha — Thu, 10 Apr 2008 15:52:38 +0000

I think the strategy to stratify customer service levels will eventually backfire. Because it doesn’t matter what “level” you choose customers will still expect quality service and tech support. And so I think the strategy to offer customers to buy-in to a service plan to which they are entitled as stakeholders and possible loyalists is going to backfire eventually. Dell needs to find a better way to streamline and raise profit margins and NOT do it at the expense of frustrating its customers.

By: Bart Knopik

Bart Knopik — Wed, 16 May 2007 13:40:52 +0000

Giving the customer the option to choose a level of service puts the consumer back in-charge and allows them to assume some responsibility. We at http://www.saturnsys.com have seen this trend for a long time now. It’s a matter of communicating risk & reward for the level of service. The issue is there is an assumption that if you choose the American option it’s a lot more expensive. I would like to hear what Dell is doing to lower its “High Quality” Dell badged America support. You can get the best of worlds, high quality & low cost by using rural locations. Here’s an example http://www.saturnsys.com/rural_outsourcing.html Saturn is 30-50% less expensive than metro based companies.

By: decloned - » Something Smells at Dell

decloned - » Something Smells at Dell — Wed, 16 May 2007 02:41:50 +0000

[...] John and I began a discussion about customer service in the comments on that post and then pointed me to a post that is an [...]

By: Service Untitled » Dick Hunter, VP of Customer Experience at Dell - customer service and customer service experience blog

Tue, 15 May 2007 22:07:46 +0000

[...] Part 1 – LinkThis part of the interview talks about why Dell’s customer service worse, who made the decisions that caused Dell’s customer service to worsen, and talks about Dell’s current position with outsourcing and offshoring. It also talks about how Dell comes up with its customer satisfaction numbers. Technorati tags: Dell, Dick Hunter, Interview, Customer Service « Interview: Dick Hunter, VP of Customer Experience at Dell [...]

By: Bill Gammell

Bill Gammell — Tue, 15 May 2007 20:18:47 +0000

This is a very interesting interview. I think this first interview crystallizes they way many of companies were thinking over the last few years- “What can we cut in order to get more money?” It seems that many of the “bad” decisions were due to this “Jenga” way of brand management – what will be the last thing we can take away before the brand tumbles?

Now, it seems with the introduction of the “premium service”, the thinking is -”What can we add that is of value to our customers that will bring in more revenue?” As long as the premium services are not seen as a bare necessity, I think this way of thinking will add value to the brand.