Never use a Dell Sales Representative

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20 points posted to Sales Strategies, Service and Support by mmckune Feb 12

Not that I need to tell anyone this, but NEVER EVER under any circumstances should you complete your purchase with a DELL Sales Rep.

Always use the web shopping cart and check out. The Sales Rep will mess up your order, drop your promotions, etc....

Perhaps others have had better experiences by mine was terrible, SLOW and cost me $200 in addition to the wasted time.

Sales Rep is 0 for 1.
Online purchase/checkout is 14/14

mmckune Feb 12	Typo Perhaps others have had better experiences but mine was terrible
crimson117 Feb 12	Some people need human assistance making a purchase. Of course there are always a few bad sales or cs reps, but generally they know what they're talking about.
okroger104 Feb 12	It kind of like in the brokerage business. Self directed pay less. Those that require hand holding pay more. :)
jmxz Feb 12	OTOH - when I ordered my laptop; I called the sales rep and found that they can see different options than the public web site; so it might be worth calling the Dell rep too and see which has better computers/prices/etc at the time.
sugarbear Feb 12	Apparently I`ve had better experiences that you. I usually configure on line, print it out and then call sales. In my case I get Oklahoma City. Oklahoma. There are some different things you can get by phone that aren`t offered on the web site. I`ve always got a discount over the phone to.
paperpilot Feb 13	The web site messed up my employee discount and it took a sales rep to straighten it out. I can't support you on this.
phubert Feb 13	Thank you for sharing your problem, mmckune. I demoted only because we've had pretty good experiences with Dell.. tho they treat us as a major account (with only a few hundred machines purchased yearly, I don't think we really qualify)... on second thought perhaps I should have promoted, however, since I think Dell really does need to improve how sales reps AND their web site offer products... and have posted a suggestion (or two or?) to that effect! I guess it was the 'never' that pushed me to demote... though I've been known to use hyperbole more than a few times, myself!
sugarbear Feb 13	phubert, I think it is probably noticed. A few hundred machines a year and a state agency! Yeah it`s noticed.
phubert Feb 13	pocket change, sb... but if they notice, fine! we don't mind that! :-) (just had a meeting with reps last week over purchase plans... including SAN replacement and potentially a 2nd SAN .. for our OR site... pretty good reps, I thought)
sugarbear Feb 13	What ever they tell you, get it in writing. Some times the reps forget what they have agreed on and you don`t get everything you bargained for. And they never remember it the second time around.
phubert Feb 13	Oh we do, sb, we do... :-)
champ Feb 13	I too have had a terrible experience when ordering on the phone. I had to call back 3 or 4 times to get the price that I was getting with the online configuration, and then they screwed up the order. Sent that one back, and then they sent me 3 replacements (all were correct) but I only wanted 1. We had to order with a Purchase Order, so it had to be done on the phone. My place of work has now sworn off Dell because of this, and we may never go back. Now, don't get me wrong, we have no issues with the products from Dell. The issue is with the service when ordering. It truly stinks. If a Dell employee is reading this. Try and call the purchase line and order something anonymously. You'll see what I mean!
jmxz Feb 13	@champ: "Try and call the purchase line and order something anonymously. You'll see what I mean!" They'll have to try a few times. I've had excellent experiences and frustrating experiences. IIRC, my parents had good experiences by phone too; though that was for an older 286 computer for my brother, so it's unlikely that rep still works for Dell.

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