Dell has refused to accept a return of the XPS 13 2-in-1 that they sold me for $2,400 (sampling of issues: it gets stuck in “tablet mode” even when opened as a laptop, it can’t stay connected to a Bluetooth mouse, it stops listening to its touchscreen hardware, and it stops listening to the trackpad (so eventually there is no pointer at all and you’d have to remember all of the Windows keyboard shortcuts to accomplish the basics)).
On the theory that “Maybe 25 hours on the phone with these guys isn’t enough and the 26th hour will be the charm,” I called 877-907-3355 to try to get tech support. This starts with a 2-minute automated process of entering, via voice, the “service tag” (letters and numbers). The automated attendant confirms the service tag. Then it tries to transfer you to “the right department.” Once this resulted in immediate disconnection. When the call was successfully transferred to a human, the first thing that she asked was “What’s your service tag number?” (Before I could give it to her, the call was disconnected, but that’s incidental to the subject of this post.)
As a computer nerd I am always fascinated when companies have a customer service system that asks for some information and then has no way to make the typed-in stuff available to the human who ultimately answers the phone. Also, that it seems to be rare for customer service agents to have access to Caller ID. So a lot of time is wasted in asking the customer a callback number (not to mention the potential for errors).
In the case of Dell, perhaps they have an incentive to waste customer time so that people stop calling for tech support (though how many will buy a second machine from this company?). But that’s not true for a lot of other companies that answer phone calls. If they are inefficient and drop information on the floor it ends up costing them extra customer service hours as well as potentially reducing customer loyalty.
So… why can’t the computers that answer the phone talk to the computers on the agents’ desks? And why can’t they see Caller ID? How hard can that be?
[Okay, and before the Mac fans start dishing out ridicule in the comments section, let me admit in advance that I made a huge mistake by buying this machine! Obviously a MacBook (or even a $500 Acer) would have outperformed this $2,400 Dell. And if the MacBook had failed for some reason, I would be able to zip over to the Apple Store and get it fixed rather than spending hours on the phone with Dell or returning it to them for service (projected turn-around time: 2+ weeks).]