Andy Lark is VP marketing at Dell and a Kiwi boy to boot. He’s also a nice guy and tends to listen to what people say. So here goes…

We’re needing a new desktop for one of our CSRs here so I went to the Dell site to customise one. We need a few extra things that the Dell custom system builder won’t do so I decided to call Dell direct to discuss… big mistake!

On my first call I got as far as telling the rep my name before being disconnected – not bad, I’d only been on hold for five minutes or so.

On my second call the rep took my name and phone number (in case I got cut off!) and transferred me to someone who could help. I explained the situation and was promplty cut off.

On the third attempt I sat in “on-hold” land for 20 minutes before giving up.

Fourth time I got onto someone who agreed to take my phone number – it took 4 attempts before they understood what I was saying. At the end of that they ended up transferring me anyway where I was promptly disconnected.

The common theme to all of these calls is that they all sounded like I was talking to someone sitting underwater, speaking through a diving mask and transferring from Timbuktoo via a 14.4Kbps dial up line – no actually the call quality was worse than that!

I finally got through to Vicky (DDI frm NZ 0800 775 771 xtn 32610 for those who need to contact her). She was really helpful and promised someone who could sort me out would call me back n a couple of hours.

All that aside – Andy can you please convince Michael to budget for an upgrade in Telco carriers this year – your current system really sucks.

Ben Kepes

Ben Kepes is a technology evangelist, an investor, a commentator and a business adviser. Ben covers the convergence of technology, mobile, ubiquity and agility, all enabled by the Cloud. His areas of interest extend to enterprise software, software integration, financial/accounting software, platforms and infrastructure as well as articulating technology simply for everyday users.

2 Comments
  • Hi Ben – Andy here. Let me take a look at this – sorry you had such a bad experience. Am glad we did get it sorted.

  • Hi, Andy here. Really sickens me to hear your experience. Let me chat to our team down there and see if I can figure out where the problem might be. Sounds like a bizarre carrier related issue but could also be our system? Either way, thanks for flagging and I will get on it.
    Best, Andy

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