Dell Tech Support

Gnomie Chris “Vorped” writes:

Hey Chris, I just wanted to say thanks for letting the public hear Ponzi’s mom’s call. The call really touched me and made me think about all the people who have suffered this kind of problem. I seriously don’t know how these freaking OEMs can let any ol’ person who goes through some three-month training program — and memorizes a list of textbook responses to almost any problem — treat their valuable customers like crap.

You were on the mark about everything you said, and so were Kat and Lenny. What the hell is an industry without the customer? Companies, in general, just think that outsourcing and hiring pretty much anyone who can talk on the phone will make them millions of dollars to put in their pockets and get their CEOs Audis made of silver. It’s just wrong.

I hope that, if this gets on YouTube, Dell goes out of business and other OEMs and other companies in general quickly fix their act. I have to admit that Apple is a good example of an OEM changing with the industry. NO LONGER is computing just for geeks, but for the average consumers. Apple, in my opinion, has set that path perfectly, developing products that appeal to the professional as well as the average consumer. Its support isn’t the best, though. What major company has amazing support these days?

I would love the idea about OEMs hiring people who know and love what they’re doing. I’m not talking about someone who claims to be amazing at computers and just can’t find another job. I’m talking about people who are passionate about helping others (Kat is an amazing example, to be honest).

From a business standpoint, there is definitely money for hiring people like Kat. Perhaps a company that is willing to spend a little more on its human resources might increase the price of products, but hey, at least you have peace of mind.

People see a one-year warranty on something and think to themselves, “Oh, I’m fine if something happens to product xyz. Company xyz will fix it IMMEDIATELY!” It’s really sad how companies make you think that you’re going to be absolutely fine with their “amazing” warranties and so-called tech support.

Maybe I’ll become CEO of some huge OEM and make some serious changes. But that probably won’t happen, so calls like this — first-hand accounts — are what are going to change this new industry.