Dear Mr. Dell
The following e:Mail was sent to Michael@Dell.com. This is Michael Dell's personal E:Mail account. As unbelievable as it sounds, he does actually read and act on e:Mails. I received a call from Mr. Dell the next morning. I guess this is one of the reasons Dell has had such success.
Mr. Dell,
First .. I am a loyal Dell customer. I personally own a Dell Laptop, an XPS 8250, SC-600, and an XPS450 that is at least 5 years (Still runs great).
All of my customers also use Dell products to run my telephony software.
There are about 50 servers deployed all over the US and Canada. I have always recommended Dell and will continue to do so.
But ..
Have you ever called the Dell Financial Services Phone Number ? I did today because I received delinquency notices for 3 leases which I paid off over a month ago.
Also .. my pet peeve with DFS is you can not make a payment over the internet. WHAT ? The Worlds largest computer company does not take payments over the internet WTF. You have got to be kidding me.
Here is how the system works.
Hello Welcome to Dell financial services ..
"Please enter your account number followed by the # key."
[I entered my account number followed by the # key]
"Please enter your account number followed by the # key."
[I entered my account number followed by the # key]
"Please enter your account number followed by the # key."
[I entered my account number followed by the # key]
"Please enter your account number followed by the # key."
[I hung up]
So there is obviously a problem with the system as it just kept asking me for my account#. I verified the account number I entered was correctly entered because my phone displays all digits pressed. That is not the issue.
So I called back to try to speak with an agent. That call went something like this Hello Welcome to Dell financial services ..
"Please enter your account number followed by the # key."
[I entered 0#]
Sorry we did not recoginze that option. Please enter your Account Number followed by the # key.
[I entered my account number followed by the # key]
"Please enter your account number followed by the # key."
[I hung up]
You can not 0 out to get an operator. All IVR systems should have the ability to 0 out for an agent. I'll repeat ..All IVR systems should have the ability to 0 out for an agent. What happens to callers if they dont have their account number available ?
Next I dialed the second number and tried again.
This time it took the number after a few menu options.
So I finally get to an agent (I think his name was Abu .. the character from the Simpsons, it sure sounded like him).
And of course the first question he asks me: What is your account number ? Hopefully you were not recording the phone call at that time because I assure you he learned some new english.
This tells me that there is absolutely no reason to enter the account number in the first place. Why dont you just ask us to enter a random 13 digit number, it has the same value as entering the account number.
I find it hard to believe that a multi-billion dollar company such as Dell does not have integration with their Telephony services. There is absolutely no reason that the data can not follow the call. I have been doing that for over 20 years.
The IVR system you have running the DFS is the worst I have ever had the misfortune of having to use. I can understand that you dont want all callers to go to agents. That costs Dell $. The problem is the customer experience is not an enjoyable one and is costing you more $ than you think. Consider the fact that I had to call several times to answer my question. Secondly, due to the fact that I enter my account number then had to speak it back to Abu which took me about a minute due to the language barrier and the fact that the call gets forwarded to India via Voice over IP. Had the data which I entered followed the call, this annoyance could have been avoided and saved both Dell and I valuable time.
If you ever decide that you need a system that works and IS customer friendly let me know. I could build one in about a week that is better than what you currently have. To be honest, I would rather have gotten a busy signal than go through the IVR Jail that resulted from the call.
Regards,
Jim Thornton
Thornton Engineering
508 Wayfarer Drive
Tarpon Springs, FL 34689
(727) 943-9634
jimt@thornton-engineering.com
