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When we told him that we weren’t interested in a warranty, Sherma told us that only three customers win the drawing per day, and that the normal price for such a warranty is $512. We again told him we weren’t interested, at which point Sherma said that if we didn’t want the discounted offer, he would give it to his next caller. We once again told Sherma that we didn’t want to purchase the warranty, to which he replied in a clearly agitated tone that he was only trying to save us money. He then began telling us that we were also eligible for a software warranty.
We gave Sherma one last chance to redeem himself by asking if his suggestion to keep our laptop’s charge between 40 and 50 percent was the only way to improve its battery such as Acer AS09B58 battery , Acer AL10A31 battery , Acer AL10B31 battery , Acer Aspire One D260 battery , Acer Aspire 1830 battery , Acer Aspire One 753 battery , Acer AL10D56 battery , Acer Extensa 2400 battery , Acer BATEFL50L6C48 battery , Acer AS09D56 battery , Acer AS09D36 battery , Acer AS09D31 battery life. Before hanging up, Sherma once again asked if we were sure we didn’t want the warranty. Our call lasted just five minutes.
Dell says that 80 percent of all solutions in technical support are available to customers on support.dell.com. Based on our experience, we highly recommend going that route. Customers should never feel pressured to upgrade to a premium warranty at a time they’re just looking for a little help.
Telling Dell PC owners that they’ve won a contest in order to entice them to pay more seems particularly manipulative. And while we’re glad Dell says that this is not a “regular practice nor encouraged tactic,” we hope the company stops the practice altogether. At least Dell now admits that hawking a warranty shouldn’t come before helping. Here’s what the company told us when we asked what changes it would make as a result of our findings.
As part of our commitment to excellence and ongoing training for our agents, your feedback is being shared to reinforce the best way to handle similar issues. Our commitment is to resolve the customer’s issue the first time – sometimes that involves a conversation around what is covered in the warranty or not but selling warranties during the support engagement is not the primary route to resolving a customer issue.
Dell’s tech support isn’t all bad. During our testing we found helpful answers through the company’s Interactive Support Agent, live chat and even Dell’s Facebook and Twitter accounts. But grading Dell’s phone support was an easy call this time around: F.