I don't think its an either/or. I think Dead ends like this are Inescapable because of convoluted Corporate policies. I've worked for Wells Fargo and Cingular as a csr and the rep on the end of the line, supervisor or not, isn't ignoring your complaint. Heck, he probably even feels bad for you. But the truth is, there is nothing he can do. It's not as if he's unaware that there is a problem. He probably has to deal with an "escalation" (That's the customer that won't accept an unreasonable answer to a reasonable question). The supervisor tells his supervisor who tells his supervisor. And this is repeated hundreds of times in numerous call centers, which wastes far MORE time than the 1 hour you estimate. But, bad policy or not, Killing sales or not- Sooner or later, the problem hits a level of the corporate bureacracy where it dies, either because a Manager decides that its a problem that can't be solved or that HIS/HER supervisor doesn't want to hear about it again.
The mentality is that the corporation, Dell in this case, is making plenty of money, and for the problem to be fixed, a manager is going to have to go beyond his management handbook to find a solution. And this, in huge corporations, is frowned upon muchly.
"It's a problem that we are aware of, and people are working on it as we speak. We will address this issue in the future.
Is there anything else I can "help" you with? Thanks for shopping with Dell. Have a nice day."
I got upset that so many times when I would go out of way to assist a customer I was reprimanded for not simply giving the customer a rote answer and getting them off the phone, so that I could get a new victim on the line and make some sales. What is really ridiculous here is that YOU Were a SALE in this case.
Thanks for your comment.
I totally agree that it isn't the fault of the people answering the phone.
That's the point. Whether you are a small business or a international corporation - it is important for dead
ends to be identified and fixed.
The convoluted corporate policies you speak of are not serving anyones best interests.
I ran into a similar issue last month. I was even using an account that I had made purchases with before. I spent a total of about 6 hrs over a 3 day period trying to resolve it. I was "disconnected" several times while waiting to be transferred to someone and half of the contact numbers listed on the dell-owned websites are outdated and no longer work. It was very frustrating to say the least.
I'm not sure that this is the best way to treat customers when you are already losing business. I believe they are in financial trouble and after the shipping delays, poor customer service, and ridiculous policies, I can imagine why.
Did you ever receive the letter that they promise to send after approximately 30 days?
Marc:
No. I never received the follow up letter that was supposed to explain the reason the verification failed. Surprise of surprises.
I have made purchases with Dell over the past 4 years with my DFS account. Becuase my company does not require an office, all my employees work from home and use company cars. After ordering and paying off about $8000 worth of equipment, I orderedd 2 TomToms for company cars ($850). I was told everything was great, but I had to call DFS Verification.
I experienced the SAME DEAD END. I was BEYOND FRUSTRATED. Once I learned that it was not a SYSTEM but a PERSON making the decision I was even MORE frustrated. I sent in a copy my PASSPORT, DRIVERS LICENSE, FIRST PAGE OF MY CORP TAX RETURN and the copy of a PERSONAL ELECTRIC BILL and a copy of my CORPORATE VEHICLE LEASE.
All items show the same address, the same company name and my personal name.
They said... SORRY we can not verify who you are.
Here is the kicker... They have no problem taking a payment on my account over the phone or letting me make changes to my account.
I spoke to someone else that said, you use VOIP for your phone system right. Sometimes it does not send the correct CALLER ID or you may not be listed on 411. WHAT???
Are you kidding me!!???
I MUST list my company on 411. Cut it out!
We will see.
The next step is to follow the Class Action Suit already filed against Dell and of course, to close my account.
Thanks for reading my RANT!
I am using Vonage and I just recently changed my phone number. I gave them both phone numbers to try. I wonder if the whole phone number thing has something to do with it.
Certainly you would think they could handle people moving and changing phone numbers, but with Dell, not having this capability would not surprise me.
I just experienced the same thing after successfully purchasing 3 laptops. I tried ordering a camcorder and had to go through the verification process. I got absolutely nowhere with them.
The same thing has happened to me. I am currently filing with the A.G., and working with a friend of mine that is a lawyer. I returned my system to Dell. I have not received 4 "confirmation letters" from dell, dating back to december.
Commenting by HaloScan
