Archived from groups: alt.sys.pc-clone.dell (More info?)

Want to know who is responsible for the slide in Dell's service? It's
us, the customer. Dell is driven, like any other corporation by
profit. How many customers really are willing to pay the difference
in price for better tech support? Consider that number versus those
who would buy Brand X if it were a couple of hundred dollars cheaper?

If the market really wanted and paid that extra few bucks for Dell's
once famous support, it would still be provided.

My take on this is, Dell sees no value and perhaps a loss in its old
tradition. Perhaps I'm out in left field. As long as now one else
offers better support and a certain segment of the market is willing
to chase a few extra bucks in savings we aren't going to see tech
support quality any where.

Archived from groups: alt.sys.pc-clone.dell (More info?)

Bill wrote:
> Want to know who is responsible for the slide in Dell's service? It's
> us, the customer. Dell is driven, like any other corporation by
> profit. How many customers really are willing to pay the difference
> in price for better tech support? Consider that number versus those
> who would buy Brand X if it were a couple of hundred dollars cheaper?
>
> If the market really wanted and paid that extra few bucks for Dell's
> once famous support, it would still be provided.
>
> My take on this is, Dell sees no value and perhaps a loss in its old
> tradition. Perhaps I'm out in left field. As long as now one else
> offers better support and a certain segment of the market is willing
> to chase a few extra bucks in savings we aren't going to see tech
> support quality any where.

Warranty is a contract and the issues seem to be that Dell is having
some difficulty honoring the terms of whatever warranties are in force,
for whatever reason Dell has. Possible reasons are low product profit
margins coupled with any or all of deteriorating product quality,
increasing consumer expectations of performance, high level of product
returns, etc. Dell is also having to go the extra mile in coupons,
discounts, freebies, and the like in order to maintain both product
volume sales and total revenues in a market with falling product prices,
intense competition, and falling numbers of new computer purchases.

I fail to see where the customer's choice of warranty model has any
impact on Dell's warranty service and support obligations.

Q

Archived from groups: alt.sys.pc-clone.dell (More info?)

here's my two cents, support is important to us the consumer to Dell it is
another story.
Dell has one objective and that is to make money, support does not do that
as a matter of fact
it is a drain on the cash flow. That is why in my opinion it has been
reduced in quality, in other words
cheapened. I don't like it but that is my spin.

"Bill" <bgross@nospan.airmail.net> wrote in message
newsmvpd1l93rrmginkocel4dktjpijmkposa@4ax.com...
> Want to know who is responsible for the slide in Dell's service? It's
> us, the customer. Dell is driven, like any other corporation by
> profit. How many customers really are willing to pay the difference
> in price for better tech support? Consider that number versus those
> who would buy Brand X if it were a couple of hundred dollars cheaper?
>
> If the market really wanted and paid that extra few bucks for Dell's
> once famous support, it would still be provided.
>
> My take on this is, Dell sees no value and perhaps a loss in its old
> tradition. Perhaps I'm out in left field. As long as now one else
> offers better support and a certain segment of the market is willing
> to chase a few extra bucks in savings we aren't going to see tech
> support quality any where.

Archived from groups: alt.sys.pc-clone.dell (More info?)

BigJim wrote:
> here's my two cents, support is important to us the consumer to Dell it is
> another story.
> Dell has one objective and that is to make money, support does not do that
> as a matter of fact
> it is a drain on the cash flow. That is why in my opinion it has been
> reduced in quality, in other words
> cheapened. I don't like it but that is my spin.
>
>

While support may be important to the customer, just how
vital is it? Support should not mean hand-holding the user
who does not want to read the manual. Nor should support
mean attempting to resolve a third-party question beyond
the scope of the computer system as it is delivered. Nor
should support be used as the teacher for neophyte users
when both free and tuition-based education programs are
available to many users. IOW, support should be used for
the purpose for which it was intended...not the way it is
being currently (ab)used.

Archived from groups: alt.sys.pc-clone.dell (More info?)

"BigJim" <woody10277@hotmail.com> wrote in message
news:F5mdnboecPsHvkDfRVn-2A@comcast.com...
> here's my two cents, support is important to us the consumer to Dell it is
> another story.
> Dell has one objective and that is to make money, support does not do that
> as a matter of fact
> it is a drain on the cash flow. That is why in my opinion it has been
> reduced in quality, in other words
> cheapened. I don't like it but that is my spin.

The extent of the slide seems to be wider than just post-sales support
though.

I tried ordering a PC from them last Thursday. However, despite getting the
'Thank You For Your Order' web page I've not received the promised
confirmation email and have yet to receive a significant and satisfactory
response to any of my emails to the complaints department, the Outlet
department nor the emails and voice mail to the 'Sales Executive' dealing
with the order.

This is for a NEW SALE for heaven's sake!

See my thread entitled '(UK Dell) Tracking an order' below.

JJ (UK)

Archived from groups: alt.sys.pc-clone.dell (More info?)

Have you phoned Dell Customer Service? Did you get an order number, and if
so, did you check the order status on the website? I received my order
confirmation within two hours of placing my online order. My follow up
email arrived early the next morning after my late evening order, or about
36 hours later.

There seems to be some problem with you guys in the UK and Dell. I've never
seen so many issues so centered on one geographic location. And, if you
also check newsgroups like comp.periphs.printers, you Brits have some
serious printer maladies.

"JJ (UK)" <nah@way.com> wrote in message
news:zUcDe.3440$Hd4.1912@newsfe2-gui.ntli.net...
> "BigJim" <woody10277@hotmail.com> wrote in message
> news:F5mdnboecPsHvkDfRVn-2A@comcast.com...
>> here's my two cents, support is important to us the consumer to Dell it
>> is
>> another story.
>> Dell has one objective and that is to make money, support does not do
>> that
>> as a matter of fact
>> it is a drain on the cash flow. That is why in my opinion it has been
>> reduced in quality, in other words
>> cheapened. I don't like it but that is my spin.
>
> The extent of the slide seems to be wider than just post-sales support
> though.
>
> I tried ordering a PC from them last Thursday. However, despite getting
> the
> 'Thank You For Your Order' web page I've not received the promised
> confirmation email and have yet to receive a significant and satisfactory
> response to any of my emails to the complaints department, the Outlet
> department nor the emails and voice mail to the 'Sales Executive' dealing
> with the order.
>
> This is for a NEW SALE for heaven's sake!
>
> See my thread entitled '(UK Dell) Tracking an order' below.
>
> JJ (UK)
>
>

Archived from groups: alt.sys.pc-clone.dell (More info?)

"Kevin" <webman6@hotmail.com> wrote in message
news:yYhDe.90$NS2.25012@news.uswest.net...
> Have you phoned Dell Customer Service? Did you get an order number, and
if
> so, did you check the order status on the website?

No, I only got a reference number and was unable to track the order with
that alone.

> There seems to be some problem with you guys in the UK and Dell.

You got that right!

--
JJ (UK)

Archived from groups: alt.sys.pc-clone.dell (More info?)

"JJ (UK)" <nah@way.com> wrote in message
news:uQoDe.3692$yH4.3406@newsfe2-win.ntli.net...
> "Kevin" <webman6@hotmail.com> wrote in message
> news:yYhDe.90$NS2.25012@news.uswest.net...
>> Have you phoned Dell Customer Service? Did you get an order number, and
> if
>> so, did you check the order status on the website?
>
> No, I only got a reference number and was unable to track the order with
> that alone.
>
>> There seems to be some problem with you guys in the UK and Dell.
>
> You got that right!
>
> --
> JJ (UK)
>
>

If I recall the original post, the order was from the Outlet? You don't get
an order number or tracking number from the Outlet in the US either.

Tom

Archived from groups: alt.sys.pc-clone.dell (More info?)

"Kevin" <webman6@hotmail.com> wrote in message
news:yYhDe.90$NS2.25012@news.uswest.net...

> There seems to be some problem with you guys in the UK and Dell. I've
> never seen so many issues so centered on one geographic location. And, if
> you also check newsgroups like comp.periphs.printers, you Brits have some
> serious printer maladies.

Yeah and we pay more for the privelege!

Chris

Archived from groups: alt.sys.pc-clone.dell (More info?)

"Tom Scales" <tomtoo@softhome.net> wrote in message
news:CQpDe.11425$iG6.5388@tornado.tampabay.rr.com...
>
>
> If I recall the original post, the order was from the Outlet? You don't
get
> an order number or tracking number from the Outlet in the US either.
>
> Tom

Correct. Which was one reason why I was asking if anyone knew if it was
possible to track the order.

Still waiting for a response from them!

JJ (UK)

Archived from groups: alt.sys.pc-clone.dell (More info?)

To quite an automobile TV sport featuring a prominent former industry
chairman-----"I couldn't have said it better myself".



"Bill" <bgross@nospan.airmail.net> wrote in message
newsmvpd1l93rrmginkocel4dktjpijmkposa@4ax.com...
> Want to know who is responsible for the slide in Dell's service? It's
> us, the customer. Dell is driven, like any other corporation by
> profit. How many customers really are willing to pay the difference
> in price for better tech support? Consider that number versus those
> who would buy Brand X if it were a couple of hundred dollars cheaper?
>
> If the market really wanted and paid that extra few bucks for Dell's
> once famous support, it would still be provided.
>
> My take on this is, Dell sees no value and perhaps a loss in its old
> tradition. Perhaps I'm out in left field. As long as now one else
> offers better support and a certain segment of the market is willing
> to chase a few extra bucks in savings we aren't going to see tech
> support quality any where.

Archived from groups: alt.sys.pc-clone.dell (More info?)

oops,,,,,,,,,,,SPOT.

"Irene" <girlsrule@hotmail.com> wrote in message
news:x2vDe.21$U%6.7@fe05.lga...
> To quite an automobile TV sport featuring a prominent former industry
> chairman-----"I couldn't have said it better myself".
>
>
>
> "Bill" <bgross@nospan.airmail.net> wrote in message
> newsmvpd1l93rrmginkocel4dktjpijmkposa@4ax.com...
>> Want to know who is responsible for the slide in Dell's service? It's
>> us, the customer. Dell is driven, like any other corporation by
>> profit. How many customers really are willing to pay the difference
>> in price for better tech support? Consider that number versus those
>> who would buy Brand X if it were a couple of hundred dollars cheaper?
>>
>> If the market really wanted and paid that extra few bucks for Dell's
>> once famous support, it would still be provided.
>>
>> My take on this is, Dell sees no value and perhaps a loss in its old
>> tradition. Perhaps I'm out in left field. As long as now one else
>> offers better support and a certain segment of the market is willing
>> to chase a few extra bucks in savings we aren't going to see tech
>> support quality any where.
>
>

Archived from groups: alt.sys.pc-clone.dell (More info?)

Irene wrote:
>
> oops,,,,,,,,,,,SPOT.

Also, QUOTE! <g>

Notan

Archived from groups: alt.sys.pc-clone.dell (More info?)

What can I say. I have long finger nails and it makes typing on a computer
keyboard some what challenging.
No excuse for not catching the typo's before I posted, though.


"Notan" <notan@ddress.com> wrote in message
news:42DE8512.AC771ED8@ddress.com...
> Irene wrote:
>>
>> oops,,,,,,,,,,,SPOT.
>
> Also, QUOTE! <g>
>
> Notan

Archived from groups: alt.sys.pc-clone.dell (More info?)

Just like IBM has done for decades, many computer manufacturers as
well as support companies are sliding back towards corporation and
big-business-based support. The long-term corporate strategies of
some companies are leaning towards higher certifications for on-site
server and network-based technical support staff. Many believe home
computers will become so inexpensive and cheap that the typical
break-fix residential and small-business service calls won't be worth
the time, money or effort. A 3-year warranty will cost more than
buying a new computer outright. Luckily the break-fix trend is still
cost-effective for laptops, although most of my calls had still been
for desktops. Dell might drop desktop support altogether and only
provide on-site support for laptops.

A good example of de-valued computer equipment is todays printers...it
costs more money to fix than to buy a new printer (hell, it costs more
to buy a new INK CARTRIDGE than to buy a new printer with the ink
cartridge included).

Dan

On Tue, 19 Jul 2005 08:28:00 -0500, Bill <bgross@nospan.airmail.net>
wrote:

>Want to know who is responsible for the slide in Dell's service? It's
>us, the customer. Dell is driven, like any other corporation by
>profit. How many customers really are willing to pay the difference
>in price for better tech support? Consider that number versus those
>who would buy Brand X if it were a couple of hundred dollars cheaper?
>
>If the market really wanted and paid that extra few bucks for Dell's
>once famous support, it would still be provided.
>
>My take on this is, Dell sees no value and perhaps a loss in its old
>tradition. Perhaps I'm out in left field. As long as now one else
>offers better support and a certain segment of the market is willing
>to chase a few extra bucks in savings we aren't going to see tech
>support quality any where.

Archived from groups: alt.sys.pc-clone.dell (More info?)

On Thu, 21 Jul 2005 18:27:53 -0400, Dan <jasdfosd@asjedfoi.com> wrote:

>hell, it costs more
>to buy a new INK CARTRIDGE than to buy a new printer with the ink
>cartridge included).

Maybe not. I heard some new printers come with cartridges half full.
--
Top 10 Conservative Idiots:
http://www.democraticunderground.com/top10/

Archived from groups: alt.sys.pc-clone.dell (More info?)

Not only that, if you pay the premium for CompleteCare, you still get poor
telephone support.

Maybe if Dell reduced there operating costs by eliminating the huge waiting
times talking to India for support they could spend more on quality support
techs who can answer the questions.


"Quaoar" <quaoar@tenthplanet.net> wrote in message
news:JOadncli69hai0DfRVn-3w@comcast.com...
> Bill wrote:
>> Want to know who is responsible for the slide in Dell's service? It's
>> us, the customer. Dell is driven, like any other corporation by
>> profit. How many customers really are willing to pay the difference
>> in price for better tech support? Consider that number versus those
>> who would buy Brand X if it were a couple of hundred dollars cheaper?
>>
>> If the market really wanted and paid that extra few bucks for Dell's
>> once famous support, it would still be provided.
>>
>> My take on this is, Dell sees no value and perhaps a loss in its old
>> tradition. Perhaps I'm out in left field. As long as now one else
>> offers better support and a certain segment of the market is willing
>> to chase a few extra bucks in savings we aren't going to see tech
>> support quality any where.
>
> Warranty is a contract and the issues seem to be that Dell is having some
> difficulty honoring the terms of whatever warranties are in force, for
> whatever reason Dell has. Possible reasons are low product profit margins
> coupled with any or all of deteriorating product quality, increasing
> consumer expectations of performance, high level of product returns, etc.
> Dell is also having to go the extra mile in coupons, discounts, freebies,
> and the like in order to maintain both product volume sales and total
> revenues in a market with falling product prices, intense competition, and
> falling numbers of new computer purchases.
>
> I fail to see where the customer's choice of warranty model has any impact
> on Dell's warranty service and support obligations.
>
> Q
>

Archived from groups: alt.sys.pc-clone.dell (More info?)

What operating costs would they eliminate? The connections are all VOIP, so
essentially free calls.


"Al" <dvst8@videotron.ca> wrote in message
news:C%WEe.19508$mv2.230410@weber.videotron.net...
> Not only that, if you pay the premium for CompleteCare, you still get poor
> telephone support.
>
> Maybe if Dell reduced there operating costs by eliminating the huge
> waiting times talking to India for support they could spend more on
> quality support techs who can answer the questions.
>
>
> "Quaoar" <quaoar@tenthplanet.net> wrote in message
> news:JOadncli69hai0DfRVn-3w@comcast.com...
>> Bill wrote:
>>> Want to know who is responsible for the slide in Dell's service? It's
>>> us, the customer. Dell is driven, like any other corporation by
>>> profit. How many customers really are willing to pay the difference
>>> in price for better tech support? Consider that number versus those
>>> who would buy Brand X if it were a couple of hundred dollars cheaper?
>>>
>>> If the market really wanted and paid that extra few bucks for Dell's
>>> once famous support, it would still be provided.
>>>
>>> My take on this is, Dell sees no value and perhaps a loss in its old
>>> tradition. Perhaps I'm out in left field. As long as now one else
>>> offers better support and a certain segment of the market is willing
>>> to chase a few extra bucks in savings we aren't going to see tech
>>> support quality any where.
>>
>> Warranty is a contract and the issues seem to be that Dell is having some
>> difficulty honoring the terms of whatever warranties are in force, for
>> whatever reason Dell has. Possible reasons are low product profit
>> margins coupled with any or all of deteriorating product quality,
>> increasing consumer expectations of performance, high level of product
>> returns, etc. Dell is also having to go the extra mile in coupons,
>> discounts, freebies, and the like in order to maintain both product
>> volume sales and total revenues in a market with falling product prices,
>> intense competition, and falling numbers of new computer purchases.
>>
>> I fail to see where the customer's choice of warranty model has any
>> impact on Dell's warranty service and support obligations.
>>
>> Q
>>
>
>