Dell Survey Calls
I'm kind of getting sick of the Dell survey calls. Am I the only one?
I understand that they're trying to improve the service level or keep it high, which I have no problem with. What I do have a problem with:
--They only want to know about phone support cases, cases where you've called in rather than emailed. However, they don't have any sort of mechanism that tells them whether the ticket they've randomly picked WAS a phone support call or not. I know that mine are always email (or service portal), I never call.
--The survey folks are completely non-technical, so they don't READ the ticket before they call you about it. Today I got a call regarding a ticket that I put in when service.kace.com was down and the KBOX was unable to download patches. It wasn't a problem with my KBOX that KACE needed to fix, which would have been quite apparent if even a partially technical person had read the ticket for 10 seconds. So I was a bit annoyed that my work day was interrupted for that.
I've also gotten calls on enhancement requests or tickets where the answer was "it will be fixed in the new version". It's annoying!
I get what they're trying to do, but is there any way to improve their system? I'm sure they don't enjoy making wasted calls, and it certainly doesn't help the stats they collect. I know KACE uses a bunch of custom fields on their tickets, but maybe drop one in for Dell with a simple Yes or No as to whether it should be included in surveys. If the ticket is initiated by the customer (hence by email/portal) then No. Or the support rep can set it to No if it's a KACE issue rather than something they had to help the customer to fix.
I understand that they're trying to improve the service level or keep it high, which I have no problem with. What I do have a problem with:
--They only want to know about phone support cases, cases where you've called in rather than emailed. However, they don't have any sort of mechanism that tells them whether the ticket they've randomly picked WAS a phone support call or not. I know that mine are always email (or service portal), I never call.
--The survey folks are completely non-technical, so they don't READ the ticket before they call you about it. Today I got a call regarding a ticket that I put in when service.kace.com was down and the KBOX was unable to download patches. It wasn't a problem with my KBOX that KACE needed to fix, which would have been quite apparent if even a partially technical person had read the ticket for 10 seconds. So I was a bit annoyed that my work day was interrupted for that.
I've also gotten calls on enhancement requests or tickets where the answer was "it will be fixed in the new version". It's annoying!
I get what they're trying to do, but is there any way to improve their system? I'm sure they don't enjoy making wasted calls, and it certainly doesn't help the stats they collect. I know KACE uses a bunch of custom fields on their tickets, but maybe drop one in for Dell with a simple Yes or No as to whether it should be included in surveys. If the ticket is initiated by the customer (hence by email/portal) then No. Or the support rep can set it to No if it's a KACE issue rather than something they had to help the customer to fix.
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Answers (5)
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Posted by:
airwolf
13 years ago
I'm sure they'll take your suggestions seriously, but have you asked them to stop calling? You also always have the option of not answering the phone. [;)]
Posted by:
TJSmithCIQ
13 years ago
Honestly, I don't mind a survey if it will help to improve support (I'll be a team player), but if my call won't help them, then they shouldn't be calling me.
Posted by:
dyehardfan
13 years ago
Had one this morning and had to explain to the nice lady that I don't have time to followup on cases that are resolved and that I will be glad to followup myself ones that are not resolved. If you want to shoot me an e-mail or something, that's one thing, but I barely have time to breathe, much less talk about a phone call that took place 2 months ago that I have to research for 15 minutes to even remember what the heck it was about.
Posted by:
hotta2000
13 years ago
Hi.
I'd never got a survey call. Maybe it's because I'm from germany or they don't call me because of the ticket explosion after changing to Server 5.1. I would like to get one.....
I'd never got a survey call. Maybe it's because I'm from germany or they don't call me because of the ticket explosion after changing to Server 5.1. I would like to get one.....
Posted by:
Michael4732
10 years ago
Between supporting Dell computers, Kace, and various Dell servers, I end up having to contact their support pretty often. Getting a survey call 2-3 weeks after closure each and every time I open up a ticket is extremely annoying.
As you stated, the people calling have no knowledge whatsoever about the contents of the support ticket themselves, so I often find myself trying to explain (in vain) what was wrong in the first place.
I really wish they had a do-not-call list for this thing.
As you stated, the people calling have no knowledge whatsoever about the contents of the support ticket themselves, so I often find myself trying to explain (in vain) what was wrong in the first place.
I really wish they had a do-not-call list for this thing.
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