Comments on: Dell hell, still http://www.buzzmachine.com/2006/04/21/dell-hell-still/ by Jeff Jarvis Sun, 23 Nov 2008 00:24:46 +0000 http://wordpress.org/?v=2.5.1 By: Marketing » American Customer Satisfaction Index http://www.buzzmachine.com/2006/04/21/dell-hell-still/#comment-113061 Marketing » American Customer Satisfaction Index Fri, 18 Aug 2006 15:37:17 +0000 http://www.buzzmachine.com/index.php/2006/04/21/dell-hell-still/#comment-113061 [...] Almost a year ago, influential blogger Jeff Jarvis began writing about his problems with Dell customer service. As an owner of a Dell Inspiron 9300, I’ve had reasonable success dealing with Dell customer service. Of course, I recognize that I may be in the minority based on the response to Mr. Jarvis’s postings. [...] [...] Almost a year ago, influential blogger Jeff Jarvis began writing about his problems with Dell customer service. As an owner of a Dell Inspiron 9300, I’ve had reasonable success dealing with Dell customer service. Of course, I recognize that I may be in the minority based on the response to Mr. Jarvis’s postings. [...]

]]> By: Apple leads, Dell drops in customer satisfaction - stocks blog http://www.buzzmachine.com/2006/04/21/dell-hell-still/#comment-111256 Apple leads, Dell drops in customer satisfaction - stocks blog Tue, 15 Aug 2006 20:01:35 +0000 http://www.buzzmachine.com/index.php/2006/04/21/dell-hell-still/#comment-111256 [...] Almost a year ago, influential blogger Jeff Jarvis began writing about his problems with Dell customer service. As an owner of a Dell Inspiron 9300, I’ve had reasonable success dealing with Dell customer service. Of course, I recognize that I may be in the minority based on the response to Mr. Jarvis’s postings. [...] [...] Almost a year ago, influential blogger Jeff Jarvis began writing about his problems with Dell customer service. As an owner of a Dell Inspiron 9300, I’ve had reasonable success dealing with Dell customer service. Of course, I recognize that I may be in the minority based on the response to Mr. Jarvis’s postings. [...]

]]> By: tins ::: Rick Klau’s weblog » Props to Lenovo http://www.buzzmachine.com/2006/04/21/dell-hell-still/#comment-46093 tins ::: Rick Klau’s weblog » Props to Lenovo Thu, 11 May 2006 21:35:51 +0000 http://www.buzzmachine.com/index.php/2006/04/21/dell-hell-still/#comment-46093 [...] Thanks to Joe in my office taking care of me, I’d already received a replacement hard drive and much of the last two days was sacrificed to get the machine back up and running. But David graciously offered to help figure out what happened, gave me contact info should I have any future issues, and was really proactive in helping solve my problem. In contrast with other certain computer manufacturers, it speaks volumes about the kind of commitment David’s helping to bring to Lenovo. Makes me happy to own a ThinkPad, and excited to think that there’s a group over there paying attention to us customers. Thanks, David!On this day...Getting things done - 2005Happiness is... - 2005My RadioLand WishList I - 2002 Filed under: Uncategorized, Business Strategy, Marketing, Leadership by — rick @ 4:35 pm [...] [...] Thanks to Joe in my office taking care of me, I’d already received a replacement hard drive and much of the last two days was sacrificed to get the machine back up and running. But David graciously offered to help figure out what happened, gave me contact info should I have any future issues, and was really proactive in helping solve my problem. In contrast with other certain computer manufacturers, it speaks volumes about the kind of commitment David’s helping to bring to Lenovo. Makes me happy to own a ThinkPad, and excited to think that there’s a group over there paying attention to us customers. Thanks, David!On this day…Getting things done - 2005Happiness is… - 2005My RadioLand WishList I - 2002 Filed under: Uncategorized, Business Strategy, Marketing, Leadership by — rick @ 4:35 pm [...]

]]> By: craig montgomery http://www.buzzmachine.com/2006/04/21/dell-hell-still/#comment-45951 craig montgomery Thu, 11 May 2006 15:31:47 +0000 http://www.buzzmachine.com/index.php/2006/04/21/dell-hell-still/#comment-45951 Unfortunately, customer service is not the driving force for Dell's demise. Its the margin and price game....and a lack of new sources to offset the ever growing pressure to make unit targets for wall street. Customer service is a death nail, but you have to have other things going terribly wrong to miss earnings. Check out more of this point of view at www.montysbox.typepad.com. Unfortunately, customer service is not the driving force for Dell’s demise. Its the margin and price game….and a lack of new sources to offset the ever growing pressure to make unit targets for wall street. Customer service is a death nail, but you have to have other things going terribly wrong to miss earnings.

Check out more of this point of view at http://www.montysbox.typepad.com.

]]> By: clause http://www.buzzmachine.com/2006/04/21/dell-hell-still/#comment-44081 clause Thu, 04 May 2006 22:08:49 +0000 http://www.buzzmachine.com/index.php/2006/04/21/dell-hell-still/#comment-44081 If you think they treat customers badly, wait till you find out how they treat their employees. It will explain a lot about "why" customers are getting the kind of treatment. Check out the employee complaint section at http://www.ihatedell.net If you think they treat customers badly, wait till you find out how they treat their employees. It will explain a lot about “why” customers are getting the kind of treatment.

Check out the employee complaint section at

http://www.ihatedell.net

]]> By: Andy http://www.buzzmachine.com/2006/04/21/dell-hell-still/#comment-41324 Andy Tue, 25 Apr 2006 03:39:19 +0000 http://www.buzzmachine.com/index.php/2006/04/21/dell-hell-still/#comment-41324 To hell with Dell a unethical company. I bought a digital camera on dell on April 10, after the purchase was complete the order status showed as inproduction. Today when i logged in to check the order status it showed as cancelled. I called and for 2 hours i could not get hold of any one to explain this, later when i spoke with a representative then he said i need to talk to sales and transferred to a dead end. When i called again then someone said that i need to speak to customer service and again it went to dead end. Finally after 2.5 hrs of struggle i could get hold of someone and they asked me all the personal information and later said that the order was cancelled because the customer didn;t want to have this product. When i put up an argument saying if i have cancelled the order then why would i try calling dell for 2.5 hrs. Then she said let me speak with manager and after putting me on hold for 5 mins she comes back and said that they cancelled the order because the vendor (SONY) stopped the digital camera (Cybershot DSC-H1) which is not true either. They tried to give me all different reasons to blame me that i was the one who cancelled the order. I have the print out of my order and also saved electronic copy. They refused to reinstate the order. The persons i spoke gave me these ref ID Mary - ref ID - 9721 Gita - ref ID - 77515 They did the same thing when i ordered dell m 700 series laptop during thanksgiving days. I would apprecaite if you log my complaint and do the needful, i would be more than happy to bring this unethical practice to everyones notice. regards Anant To hell with Dell a unethical company.
I bought a digital camera on dell on April 10, after the purchase was complete the order status showed as inproduction.
Today when i logged in to check the order status it showed as cancelled. I called and for 2 hours i could not get hold of any one to explain this, later when i spoke with a representative then he said i need to talk to sales and transferred to a dead end. When i called again then someone said that i need to speak to customer service and again it went to dead end.
Finally after 2.5 hrs of struggle i could get hold of someone and they asked me all the personal information and later said that the order was cancelled because the customer didn;t want to have this product.
When i put up an argument saying if i have cancelled the order then why would i try calling dell for 2.5 hrs. Then she said let me speak with manager and after putting me on hold for 5 mins she comes back and said that they cancelled the order because the vendor (SONY) stopped the digital camera (Cybershot DSC-H1) which is not true either.
They tried to give me all different reasons to blame me that i was the one who cancelled the order.
I have the print out of my order and also saved electronic copy. They refused to reinstate the order.
The persons i spoke gave me these ref ID
Mary - ref ID - 9721
Gita - ref ID - 77515
They did the same thing when i ordered dell m 700 series laptop during thanksgiving days.
I would apprecaite if you log my complaint and do the needful, i would be more than happy to bring this unethical practice to everyones notice.
regards
Anant

]]> By: Bill G. http://www.buzzmachine.com/2006/04/21/dell-hell-still/#comment-41289 Bill G. Tue, 25 Apr 2006 01:34:43 +0000 http://www.buzzmachine.com/index.php/2006/04/21/dell-hell-still/#comment-41289 This might be relevant to Dell's position. Our company bought 27 laptops to be used by our technicians and sales staff who travel to coal fired power plants worldwide. We've had trouble with everything from customer support to invoices and not getting delivery of computers with the options we ordered. We are going to drag out payment for these computers as long as possible. It could take years for Dell to get paid. If they call Accounts Payable- I answer the phone. I'm the person who sets them up as a vendor in our system. I'm the one who decides which invoices get paid. There are four others in the office and we are all in agreement. "To Hell with Dell." We encourage businesses and consumers alike to take the same attitude toward this company. If they will not make customer service a priority, we will not make them a priority. We have software and hardware maintenance agreements with over 300 power plants. We supply spare parts for pollution compliance equipment to many more. We know the value of customer service. It's time Dell learned it as well. One company is just a drop in the bucket. Several hundred companies will get their attention This might be relevant to Dell’s position. Our company bought 27 laptops to be used by our technicians and sales staff who travel to coal fired power plants worldwide. We’ve had trouble with everything from customer support to invoices and not getting delivery of computers with the options we ordered. We are going to drag out payment for these computers as long as possible. It could take years for Dell to get paid. If they call Accounts Payable- I answer the phone. I’m the person who sets them up as a vendor in our system. I’m the one who decides which invoices get paid. There are four others in the office and we are all in agreement. “To Hell with Dell.” We encourage businesses and consumers alike to take the same attitude toward this company. If they will not make customer service a priority, we will not make them a priority. We have software and hardware maintenance agreements with over 300 power plants. We supply spare parts for pollution compliance equipment to many more. We know the value of customer service. It’s time Dell learned it as well. One company is just a drop in the bucket. Several hundred companies will get their attention

]]> By: Bob http://www.buzzmachine.com/2006/04/21/dell-hell-still/#comment-41211 Bob Mon, 24 Apr 2006 19:13:38 +0000 http://www.buzzmachine.com/index.php/2006/04/21/dell-hell-still/#comment-41211 Dude! Enough Dell whining already! Dude! Enough Dell whining already!

]]> By: CaptiousNut http://www.buzzmachine.com/2006/04/21/dell-hell-still/#comment-40379 CaptiousNut Sat, 22 Apr 2006 01:30:29 +0000 http://www.buzzmachine.com/index.php/2006/04/21/dell-hell-still/#comment-40379 Then Jeff, go buy the stock. I want to see it on your full disclosure page. Then Jeff, go buy the stock. I want to see it on your full disclosure page.

]]> By: Brett Rogers http://www.buzzmachine.com/2006/04/21/dell-hell-still/#comment-40334 Brett Rogers Fri, 21 Apr 2006 21:54:27 +0000 http://www.buzzmachine.com/index.php/2006/04/21/dell-hell-still/#comment-40334 I find it appalling that you push Apple as you do when they do shit like this: http://www.zdnetasia.com/news/business/0,39044229,39353413,00.htm I find it appalling that you push Apple as you do when they do shit like this:

http://www.zdnetasia.com/news/business/0,39044229,39353413,00.htm

]]> By: Jeff Jarvis http://www.buzzmachine.com/2006/04/21/dell-hell-still/#comment-40319 Jeff Jarvis Fri, 21 Apr 2006 20:34:34 +0000 http://www.buzzmachine.com/index.php/2006/04/21/dell-hell-still/#comment-40319 Well, Nut, then I'd say it's time to buy Apple stock. Well, Nut, then I’d say it’s time to buy Apple stock.

]]> By: james http://www.buzzmachine.com/2006/04/21/dell-hell-still/#comment-40301 james Fri, 21 Apr 2006 18:58:34 +0000 http://www.buzzmachine.com/index.php/2006/04/21/dell-hell-still/#comment-40301 What JennyD said. Plus the fact that you can pay a 30% to 200% premium just for the privilege.... It's about using OS X and included software <i>and</i> the hardware together. And your 30 to 200% is exaggerated. What JennyD said. Plus the fact that you can pay a 30% to 200% premium just for the privilege….

It’s about using OS X and included software and the hardware together.

And your 30 to 200% is exaggerated.

]]> By: Andrew http://www.buzzmachine.com/2006/04/21/dell-hell-still/#comment-40277 Andrew Fri, 21 Apr 2006 17:42:34 +0000 http://www.buzzmachine.com/index.php/2006/04/21/dell-hell-still/#comment-40277 And now Dell has its first "sell" rating from a Wall Street analyst since 1996: http://money.cnn.com/2006/04/21/technology/dell_downgrade/index.htm And now Dell has its first “sell” rating from a Wall Street analyst since 1996: http://money.cnn.com/2006/04/21/technology/dell_downgrade/index.htm

]]> By: HT http://www.buzzmachine.com/2006/04/21/dell-hell-still/#comment-40267 HT Fri, 21 Apr 2006 17:09:15 +0000 http://www.buzzmachine.com/index.php/2006/04/21/dell-hell-still/#comment-40267 What JennyD said. Plus the fact that you can pay a 30% to 200% premium just for the privilege of buying a Mac vs. other comparably (or better) featured PC's, depending on how smart a shopper you are. I've had IBM laptops for the last twelve years, for example, with excellent results, and never had to pay Mac prices or suffer with Dell's quality and service problems. Six machines and they all still work, although I only boot some of them up for nostalgia's sake. Also, last year I picked up an HP/Compaq model with a 17" WXSVGA screen, and absolutely love it. What JennyD said. Plus the fact that you can pay a 30% to 200% premium just for the privilege of buying a Mac vs. other comparably (or better) featured PC’s, depending on how smart a shopper you are. I’ve had IBM laptops for the last twelve years, for example, with excellent results, and never had to pay Mac prices or suffer with Dell’s quality and service problems. Six machines and they all still work, although I only boot some of them up for nostalgia’s sake. Also, last year I picked up an HP/Compaq model with a 17″ WXSVGA screen, and absolutely love it.

]]> By: JennyD http://www.buzzmachine.com/2006/04/21/dell-hell-still/#comment-40257 JennyD Fri, 21 Apr 2006 16:44:36 +0000 http://www.buzzmachine.com/index.php/2006/04/21/dell-hell-still/#comment-40257 You know, there are alternatives to Dell....and Mac. Good alternatives. There are lots of people who don't like Macs because the operating system doesn't work well with most statistical software. You know, there are alternatives to Dell….and Mac. Good alternatives. There are lots of people who don’t like Macs because the operating system doesn’t work well with most statistical software.

]]> By: CaptiousNut http://www.buzzmachine.com/2006/04/21/dell-hell-still/#comment-40245 CaptiousNut Fri, 21 Apr 2006 16:08:09 +0000 http://www.buzzmachine.com/index.php/2006/04/21/dell-hell-still/#comment-40245 So Dell drops a couple of bucks you trot out your "Dell Hell" drivel? Apple was at $85 when you did your "nya nya" post. And it promptly dropped to $57 without a mention on your blog. So many financial opinons and so few people putting their money where their mouth is. So Dell drops a couple of bucks you trot out your “Dell Hell” drivel?

Apple was at $85 when you did your “nya nya” post. And it promptly dropped to $57 without a mention on your blog.

So many financial opinons and so few people putting their money where their mouth is.

]]> By: H.A.Page http://www.buzzmachine.com/2006/04/21/dell-hell-still/#comment-40221 H.A.Page Fri, 21 Apr 2006 15:30:11 +0000 http://www.buzzmachine.com/index.php/2006/04/21/dell-hell-still/#comment-40221 Yep. Jarvis Jam again. http://motherpie.typepad.com/motherpie/2006/03/jarvis_jam.html The power of the blogosphere and the Big Daddies out there! Cheers! MotherPie P.S. tried to get the link in the html -- not that savvy there. sorry. Yep. Jarvis Jam again. http://motherpie.typepad.com/motherpie/2006/03/jarvis_jam.html

The power of the blogosphere and the Big Daddies out there!

Cheers! MotherPie
P.S. tried to get the link in the html — not that savvy there. sorry.

]]> By: Rob Schneider http://www.buzzmachine.com/2006/04/21/dell-hell-still/#comment-40195 Rob Schneider Fri, 21 Apr 2006 14:15:11 +0000 http://www.buzzmachine.com/index.php/2006/04/21/dell-hell-still/#comment-40195 Val Willis, on Tom Peter's blog, http://www.tompeters.com/entries.php?note=008800.php now noting a trend in Dell's future based on experience. Val Willis, on Tom Peter’s blog, http://www.tompeters.com/entries.php?note=008800.php now noting a trend in Dell’s future based on experience.

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