Dell's Steve Schuckenbrock on customer-service problems

[karan6]

Man this guys head is shoved so far up his ass it aint even funny

[scertcht06]

When someone receives a good service, then they may tell one other person about it, but if u receive terrible service, the news spreads 10times faster. It seems like dell is not putting much concern and effort toward customer service, which is one of the most important part of business throughout the WORLD! Dell better step it up!

[darkskullxxx]

fuck this guy u knw. his fucking complacent and arrogant. when customers even if it is one customer, u fucking give them all the attention they need to help them go thru all their problems and whatever issued they have with their product or service or whatever. you dont fucking say i disagree with that. FUCK U seriously. right now i want to go to a fucking dell convention center and fucking break everything they have. fucking idiot.

[myomy420]

Consumer service issues are not important to Dell?! You do not provide the best service...just the opposite. There is NO perception problem with your customers, the perception problem is with you!! Your service off shore, your product, it all sucks in Dell Hell. I am pissed because Dell ripped me off!

[captain1morgan]

Great video. Steve does a good job of handling very tricky questions about Dell's customer service issues...

- Dr. Jim Anderson Blue Elephant Consulting Your Source For Real World IT Department Leadership Skills™ Facebook: goo[dot]gl/U4da Web: BlueElephantConsulting[dot]com

[Xominer]

Dell customer is still a bunch of clueless morons, thank god im not invested in Dell... HP FOREVER!!!

[mydogsparks]

DELL SUCKS!!!

[gregryf]

Well, Steve, Maybe you don't think that the opinion of small business owners or the opinion of home computer owners is important. I know that I've had unbelievable problems with Dell. I will never buy another.

[gregryf]

Well, Steve, Maybe you don't think that the opinion of small business owners or the opinion of home computer owners is important. I know that I've had unbelievable problems with Dell. I will never buy another

[faceswithin]

how about some one saying to you they have no idea what they are doing that is what happen to me when I called. The person said he couldn't understand English so well.

[urjus]

It doesn't fill me with confidence when you call a computer company and they ask you how to spell motherboard. You would kinda hope they knew what that was.

[Exodroid]

Customer Service is still crap .... I had my order cancelled 4 times because of delays until I finally decided to stop dealing with dell. I don't know why I endured those delays.

[dualsweat]

welp this vid is 2 years old and I can say dell service - still blows! GFY DELL!

[Ou8mynookie]

Went to school with that dude. What up SHECK! Give'um hell.

[BrittanynonotSpears]

I spent 2 hours on the phone today trying to get a simple problem fixed. I guess when you become a huge computer manufacturer youve every right to be as rude as you want and your customer service can be as close to non-service as youd like. Dell customer service sucks

[robnhay]

some one explained this well

dell provides great prices at a price

you want better service, ur gonna have to pay an extra 300 for the same product

cheaper prices, less money for employers, shitty service, but still good prices

dell got history in this industry, with a 300k initial investment 20 yrs ago, that is why they can survive while still being a shitty company, with just cheap prices and flashy marketing

[5xtimeslfc]

dell customer service is rubbish I've got a two month old laptop from them not worked properly since i bought it and they wont do anything about it

[battery1970]

So stop doing business with "consumers" and stick with commercial sales dickhead.

[battery1970]

My bad, "self DELLusion"* typo on a typo.

[battery1970]

Your evidence is self dillusion. Your service sucks. Period. You'd gain more respect if you just told it like it is...."we screw people on customer service, its how we do things here at Dell. If you dont like it, too bad". THAT would be believeable.

[brendrt451]

I also had problems. Dell could not solve my problem over phone so they sent someone to check it out. The guy came on schedule and everything, and said we needed a new HDD becuase ours was failing. We lost all our data, but we got the HDD replaced. Then the guy came back to install it and said it was the motherboard that had a problem. And replaced it. Then the problem was still not fixed, That guy was fired from Dell, and a new guy came and said we needed a new DVD-ROM drive.. problem fixed

[omniken66]

I'm not fighting but I've dealt with dell before over the phone to one of their outsourced nations, You guys read right from the book.....you don't know anything about helping resolve issues with any software or hardware questions....

[eliberaes]

Err... Nop, you are wrong , visit El Salvador, and you might understand what I'm saying... if one is to criticize something (specially something as sensitive as this - making a judgment upon several nations based on a personal experience with a particular individual or a small group) one must understand it, really understand it. Anyways, end of story, I'm not keeping this up. God bless.

[Havok1417]

lol no shit they sell the products great! thats not the fucking issue! i hate him, the camera guy should kick him in the nuts, and then pee on him.

[omniken66]

Man...this guy is lying right through his teeth..even right now today dell has horrid customer service.....totally horrid...stop outsourcing to third world countries who never even seen a computer....I'll pay $50 more for the monitor so I can get great customer service...

[eliberaes]

Excuse me, I'm from a "third world" country (where, coincidentally, Dell has a call center) what you say about us "not even seen a computer" is absolutely not true. In fact you'd be surprised.. but anyways, I'm not in for a fight, I'm not even trying to defend Dell's service, I just wanted to politely address your comment.

[inTubeHD]

i am an Indian also i know dell indians behave very badly to other countries except India.

[NinjaWorldProd]

dell sucks too me over a month to get a bussness machine with next day service contract fixed.

[eastmangal]

I've had good experience with Dell customer service up to this point, and I'm on my second Dell laptop.

[gregorywaldron]

My netbook was supposed to be delivered between 9 and 12, but it's 2pm and no netbook. I've been on hold for 20 minutes.

This is my fourth Dell computer, but I swear I'll never buy another thing from this company. I hope they go out of business.

[themetalchef]

Commercial business is different than personal.. commercial buys many more products and contracts so Dell takes care of them. I HATE DELL. I have had an inspiron 5150 for 4 years and it has been sent back 7 times... NEVER AGAIN.. Getting an apple..

[ziberiana]

you have to keep on monitorig your credit with them , otherwise you never will finished paying. Right now i noticed that the balance on my acount have been change is $15.00 shorter than 2 days ago

This is an abuse that it needs to stop.

dell is a good company, great computer but customer service is the worst. If you have any suggestion as to how to manage this situation please do so. Thank you

[ziberiana]

I agree that dell customer service is a joke

Just three days ago , i contacted tech support to fix some problemwith my computer, not only my computer was not fixed, but my dell acount was charged for $139.00 When i called to asked for a refund, they wore given me the run aroud, tranfering me to different department.

I wrote customer service, and they send me some information name of a person

that i suppose to contact in new york , with number tha is not even a 1800# Is this not ajoke?

[nero21]

well all I know is that you wanted to charge me a 15% restocking fee for an XPS and a mini 9. I couldnt find a use for both of them. so I don't think I will be buying dell anymore. I won't even visit their website, because its all a trick on human psychology. especially their new slogan "Do More" which no one using a computer is doing more of anything, except sitting on their butts browsing.

[psimac]

In the meantime, Apple continues to widen the spread from its #2 rival in customer service, Dell. Apple's been consistently number 1 in customer service, support and reliability according to Consumer Reports. They should just break Dell apart, sell all the pieces and give the money back to its shareholders--they'd gain more value that way.

[bthokie]

The day after Dell settled a multi-million dollar 46-state lawsuit with State Attorney Generals, Dell is still up to old tricks. On January 13 '09, I received a laptop at retail cost through Dell website of $2500. It did not work out of box. I made it clear I would not accept refurbished parts. Tech brought refurbished parts. I demanded and received a brand new computer guaranteed to be tested twice before shipping. BUT if I had not persisted, I would have received refurbished parts. Caution!

[jengro36]

I'm glad that the commercial buisness is happy with their service, but I have never in my life had a worse customer service experience than with dell. Dell makes all other companies look good, when you spend the hours on the phone with the customer service that speaks little or no english only to end up without any resolve, you realize you wish you would of bought a HP or Lenovo!!!!!!

[Heartagramerz]

Dell sucks.

When ever you call them for customer Service you ALWAYS talk to some stupid Indian man where you may not (90% of the time) will not understand a word it is saying....

Also there are other better products you can buy and looks even better than Dell...

I hate Dell for life.

[FreakylFreak]

Ich glaube Mr. Schuckenbrock ist mit mir verwandt. Ich heiße auch Schuckenbrock und komme aus Deutschland. Mein Papa sieht ihm etwas ähnlich. Antonia Schuckenbrock

[brningman]

Dell service has been a joke. Talking to someone in a foreign country is fine, though there's a lack of real communication and trust with them. I've spent HOURS on the phone with Dell customer service reps who did absolutely nothing for me! Promise after promise never came true. And this has been over the last three months...so i don't see it being a thing of the past.