Anthony
Las Vegas,#2UPDATE EX-employee responds
Sun, July 23, 2006
I worked at Dell Computers. I talked to other employees around the company as part of my job. There was an air of fear and intimadation throughout that company and apparent with each employee I spoke to. There were numerous and constant violation of health and safety laws in the entire company but I know personally of violations on production lines. The violations concern medical attention not given to employees injured at work. I personally saw employees belittled and demeaned in front of other employees. This was a continuous practice within the company. Dell has to have contractors because there is a 40% or higher employee turnover rate with it's employees. I personally saw several people quit after being demeaned and belittled by managers. It does no good at all to complain to the management in Round Rock. That will only assure you that you will be quietly "pushed out" of the company. I urge anyone to not buy from Dell Computers! They treat their employees very bad!
Will
Grabnbury,#3UPDATE EX-employee responds
Fri, June 09, 2006
Where do I start. I used to work for a well known (In the technical world) Third party techsupport company that had the bulk of Dell's techsupport under contract. I am sure the "real" support people from Round Rock know who I am referring to. Anyways... I run a computer company myself now and will never recommend Dell ever. Did you know that Dell replaces your BRAND NEW part with a "Refurb" one. You buy a new part , it dies, you get a refurb. Even states it in the warranty , if you don't get bored and fall asleep reading it. Did you know that the reason why most Dell tech's can't speak english. Well thats because well Its not really a requirement. Just my opinion but out of 450 techs I have dealt with on the other side. Most 2nd level support are the ones who know whats going on. The rest just gawk out the most technical thing they remember from their 2-3 week training course. #1 thing with talking Dell Tech Support, take a good 15 minutes , and if your issues is not resolved, "Ask for a Supervisor" They can't refuse you one. They must comply at that point. Don't get mad, just get a supervisor , get that persons Id # and first name, Generally they are not a MANAGER - they are a 2nd level tech that is there to stop you from getting to someone in a team lead status. Re clarify issue, and most times will be resolved, unless you are completely insane, which I have dealt with a few, not all customers are right. Goes with the job. #2 CD's that came with the machine are the customers responsibility. Not DELL's according to the warranty which you agree to by buying the machine. Data is also not a huge concern because 90% of the time, the error is software (According to Dell) Thats why you have a restore CD. They know you will be lucky to even get halfway through the language barrier with your Special Tech, Habib or Raquiem. #3 Restore CD's are FLAT OEM Installs, no drivers. A seperate CD should have shipped with the system called a "Resource CD" This contains Drivers but from what I have seen. Sometimes they are other system's drivers and not the ones you need. #4 Get your computer Online - IE - Spend 20 bucks on a Nic card or modem - that has a driver cd and install them from the Dell Support site, its handy. Bout the only thing I applaud dell for. Or take it to your local repair shop and have them do it on a highspeed connection so you only have to pay for an hour of support. #5 Dont believe everything you see on TV. Why is DELL the best Tech Support Award Winning whatever. They are not but if you have enough money in advertising you can buy any award you need. Thats my two cents. This was not meant to be offensive - just informative. All information is in your warranty and can be deciphered with a GI Joe decoder ring. Don't get me wrong. There are alot of good folks that work for Dell and independent contractors , but they are forced to sign a non humanity aggreement in the hiring process. Hate the company not the people forced to work for them because they pay well.
Barb
Potosi,#4Consumer Comment
Wed, May 03, 2006
did i read this wrong or did the dell employee end in saying MOST DELL CUSTOMERS are ungrateful??? If she is a manager and i read this right WHAT IS THAT SAYING!!! Please correct me if i'm wrong. Also if there could be recourse for dell in a civil suit. Sounds like there are alot of ungrateful customers of dell.
Stacia
Uriah,#5UPDATE Employee
Fri, April 14, 2006
I currently work as a manager for Dell's tech support for Business, Government, and Education customers and I will look up the service tag for this computer because I find it insulting that you generalize all tech support and customer service for dell. I work very hard every day to do everything in my power to help my customers and most of my coworkers do the same. I do acknowlege that some representatives for Dell do not care about the customer and not every person is willing to help, but most of us are. You speak of the abuse that this customer recieved but the only abuse I have experienced is the abuse I recieve from customers who think that I am trying to make things hard for them when I am only following Dell's policies that I must to adhere to. As for the cdrw drive, I looked up the information for this computer to see if there is a record of a cdrw drive being purchased. Only a cdrom drive was purchased. I have a list of every amount that the customer was charged, and he the records indicate that he was not charged for a cdrw, only a cdrom. Although I will look into it further. If anyone called in asking for it within the first 21 days from the invoice date, the customer should have the cdrw drive. If the customer can produce documentation stating that a cdrw drive was purchased, the customer should get a cdrw drive. And as for the hard drive problem, I will look at the account information regarding that issue before I make any comments. Your letter does not state if the new hard drive was imaged or if it was blank. Dell's policy is to send a blank hard drive and the customer must format the hard drive and install the operating system, drivers, and any additional software, with our help. But if the hard drive was sent out imaged, that would be different. As I stated, I will look into that issue further. You state that the customer had windows 2000, which we cannot send due to the fact that microsoft no longer issues us those cds. They are what we call eol, end of life. We simply do not have them to send to anyone. Also, I see on the invoice that a windows 2000 cd was sent with the computer so the customer should have had that one. Misty sent an xp cd that the customer did not purchase, which I'm sure meant nothing to you. You recieved a restore cd because that is all Dell has to send. Microsoft does not allow Dell to send customers the full xp install cd. And regarding the drivers cd, once a computer is no longer being shipped, we cannot send a drivers cd. Dell does not have them available. We do not even keep them in the warehouse. All the drivers for this computer are available online and we can assist you or the customer in downloading and installing them. Dell does this because any drivers sent will be outdated and we keep the most updated versions online. You state that the drivers cd is required to complete the windows installation which is incorrect. The drivers are available right now online. I would also like more details as to how Dell violated their OEM contract with Microsoft. I know that contract quite well and would like to hear more about that and educate you on that agreement if necessary. In closing, I am sorry if anyone has been rude to you or the customer that owns the computer in question, but most of your complaints are regarding Dell's policies (which do not change often), not the individuals who advised you of them. The fact that you wrote a threatening letter to dell just reinforces my feelings that most Dell customers are ungrateful and only see the negative.