creativeguy

IT Consultants

Service and Support submitted by creativeguy Feb 24

You are still doing nothing for IT Consultants. You need to have an easier way to order hardware, special support lines, and training. Comment »

Support Staff

Sales Strategies, Service and Support submitted by creativeguy Feb 24

* Sales Staff that get back to you.

* Sales staff that can actually get you the parts you request on your servers, and then when you tell them it is wrong - they just ignore you or ship wrong parts again.

* Sales staff that can read the requirements you send them, and you do not have to check every order to make sure they did not switch hard drive speed or size, change RA< speed, or processor.

* It would be nice to be able to find your "SALES TEAM" after the sale. Then - have them get back to you after the sale.

* Work with customers and get back to them with quotes in the same day.

* Work with your resellers.

* You came up with this process to fix things. You have broken them even more. You are driving customers away. In case you did not notice - IBM Servers are in line with your prices now. Comment »

SOFTWARE INSTALLED OPTION

Sales Strategies, Software submitted by creativeguy 04/22/07

Just so you know - every single Dell computer that comes out of the box gets formatted and clean installed before it is ever turned on. When I am installing for corporate customers, we do not want your Dell support software, any of the AOL (etc) stuff, and all of the other stuff. To the companies paying Dell to install the crap (and SPYWARE), it never makes it to the user. To Dell, I will pay the couple extra dollars not to have this stuff installed. Give me an opption to select what I want on the system (EVERY SINGLE PROGRAM). There is no benefit to clicking on corporate from home. Why even bother have the sections? When you are dealing with corporate customers, we already have enterprise versions of Anti-Spyware and Anti-Virus programs. 3 Comments »

Better Support For Consultants & IT Professionals

Service and Support submitted by creativeguy 04/22/07

The Dell Certified Technican program needs to have added benefits to it. I have looked at the Dell Tech program several times, but I do not see any benefit to the program. Initially, the materials on the website were completely out of date. None of the 2 year old servers we had were even covered by the information. When it was finally updated, I realized the information was the same thing that I had been doing for 13 years. It is good for reference at best. We have most of our clients buy the Gold service agreements. As a consulting firm, our clients do not want to pay for us to be on the phone. All problems are diagnosed by our technicians ahead prior to calling in to support. You could save a HUGE amount of money on phone and support costs by having a DCT website where we could just cover the problems with check boxes, and then determine the replacement parts we would need. As a DCT, Dell would have confirmed that the technician installing the parts only service would be qualified. You might want to establish free training in the depots or if you go to store fronts, somewhere in the store. Why pay technicians to come out when you can have certified tech's everywhere. In some cases, we have clients that have home PC's that have the India support with them. If I have to talk to another script reader again, wasting my time when all I need them to do is order me parts ... If you put a program like this in place, have current hardware onsite, and made an effort to contact consultants and IT Professionals, they would flock to the program. I would be first in line. 2 Comments »

Fire Your Sales Force

Service and Support submitted by creativeguy 04/22/07

Your corporate sales force is useless. I visit the website and pick out a configuration that I think is suitable for my clients. I will take the time to copy down these requirements, and then forward them to the sales person who has made me mad the least the last time. The quote comes back higher than what I could have purchased it off the website. When you point this out to them, they give you a song and dance about how they can not match it or that the price on the website is wrong. If they come back with a better price, you have to go through line by line on each item to make sure they actually gave you everything you asked for, or worse they change things like memory speed to get you the price. I want someone I can work with, and is reliable. I recently had the installation of a $23,000 order held up for 2 weeks because the sales person could not even call me back with a tracking number. Poor internal management of returned items from shipping caused this problem. The DHL driver left the APC on the truck, and then returned it to Dell instead of bringing it back the next day. All I was looking for is that there was a mistake, or it shipped 2 days late or something. We had to go to the individuals manager because the owner of the company was so mad he was going to return the entire $23,000 order. This has been a consistent pattern since last summer. The service and support are getting worse. If this is what we can expect, cut costs by firing these people. 4 Comments »