I've specifically requested from my CS to pass me a survey form so that I can express my "concerns" with the M11X order. The email with that survey link is passed to me today, and I've answered them just now.
The question from the beginning already gets the brunt of my dissatisfaction.
I am SPECIFICALLY waiting for this question, and the long comment I leave at the end explains my dissatisfaction THOROUGHLY. Here is what I wrote:-
» Click to show Spoiler - click again to hide... «
QUOTE
My biggest complaint among all the dissatisfaction I had with my M11X order. NO ESTIMATED DELIVERY DATE was communicated to me when order is placed, and even after calling multiple times to the Dell Hotline number, there is still confusion, uncertainties and most of all, RELUCTANCE, from your staff to even mention a date. It is an "estimate", not a confirmation, I totally understand that. But I suspect that the fear or the lack of confidence to supply a date is because of your reluctance itself to compensate the customer, SHOULD the order got delayed beyond the EDD. This to me, is a lazy, and irresponsible cop-out. Your call center also are operated by staff that are lacking in information, thorough details on orders, and knowledge, other than what is given to them , that they in turn would blurt out like a written script. Your holding time, time a customer being put on hold, is horrendous as well, I've called 5 times in a day trying to get hold of a CS, and all 5 of the time, I had to hold MORE THAN 30 MINUTES before I get to a human, not an answering machine!
GET your staff at CS more leverage on their ability to get more information on customer's specific queries, rather than forcing them to spew standard responses that does not help the case. I had to elevate my case to the higher level before getting a satisfactory answer. Even that process is met with reluctance as well.
Your American order page has it correct. While configuring the unit at the configurator page, the premilinary EDD is already displayed. That way, the purchaser can make arrangement on when he can start using the unit, not left out in the cold second-guessing when his order is arriving.
Secondly, improve your CS staff's credibility. You lose credibility when standard- issued responses are given, and this is made apparent to customers like me who had enquired multiple times and had to listen to the same standard response instead of the answer that I want to hear.
Thirdly, improve on your Order Status page. There were multiple times where even this page is made unavailable or "404"ed for some reason. Even when it is available, the information there is not accurate, I had my "Order Received" date displayed a week later than when it was actually is.My impression of the Order Status page is to get the customer informed on his order up to date. A half-hearted lazy attempt at maintaining this page, might as well don't do it at all!
May be TL;DR, but if you care enough to read, all my gripes are there.
I've done my duty on getting them to buck up and improve themselves. Whether they take this into consideration, or just "another survey form than they can just chuck into the garbage bin", I'll leave it up to them.
This post has been edited by stringfellow: Mar 8 2010, 08:29 AM 
Mar 5 2010, 09:24 PM
Quote
Do you happen to have Doom 3 or HL2? I know it should run nicely, but how nice? I've lost both of those titles physical discs, so I may need to repurchase them on Steam. Just wanna know how well it runs.
It doesn't matter really, I just wanna help him.
0.0436sec
0.64
7 queries
GZIP Disabled