A Conversation with Dell
We all have our tech support horror stories to share. This one—a particular painful example of incompetence—comes from my online friend Randy Miller in Glendale, Arizona. He initially posted it on a local discussion list, but kindly gave me permission to repost it here. "Maybe Dell will call me to fill out a survey," he commented.
Randy Miller wrote:
First, let me say that I have always pushed Dell as a reliable solution to my clients. One of the reasons is their "stellar" tech support. It appears I was out of the loop. What follows is an actual transcript of my recent attempt to upgrade a client laptop from Windows Media Center Edition to Windows XP Pro. We purchased the C from Dell for the upgrade and received a bad product key. It has been a month and we have still not received the new CD you will see promised in 3-5 days by the supervisor. I changed the names of everyone and obscured some address data, but otherwise this is exactly how the conversation went.
Session Started with Agent (Dell_Rep)
Agent (Dell_Rep): "Thank you for contacting Dell Technical Support. My name is Shivani and my rep ID number is xxxxxxxx. How may I assist you today?"
Customer: "Hello"
Agent (Dell_Rep): "Hi Customer."
Customer: "I am trying to install a copy of Windows XP that was sent to us by Dell. The problem is the license key on the sticker you sent says invalid. I have made sure that I typed it correctly"
Agent (Dell_Rep): "Thank you for the information. I'll be glad to assist you. Please give me 2 to 3 minutes to pull up your account information. In the meantime, May I also have your telephone number, along with the area code to update our records?"
Customer: "I am a tech support person and this is my customers laptop his number is xxx-xxx-xxxx"
Agent (Dell_Rep): "Thank you for the information. We will not face any connectivity issues in our interaction. However, in case the chat still gets disconnected, we will call you back to ensure that the issue is completely resolved. Please confirm if we can reach you on the telephone number xxx-xxx-xxxx.
Agent (Dell_Rep): "Is there any alternate number?"
Customer: "Yes, could we get through this
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