Comments on: Wal-Mart’s “Solution Station” Experiment Strangely Silent http://www.thorschrock.com/2009/01/18/wal-marts-solution-station-experiment-strangely-silent/ Peanuts to Profits With Thor Schrock Sat, 11 Feb 2012 08:10:42 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: paradoxic enigma http://www.thorschrock.com/2009/01/18/wal-marts-solution-station-experiment-strangely-silent/comment-page-1/#comment-181759 paradoxic enigma Sun, 08 Jan 2012 00:57:55 +0000 http://www.thorschrock.com/?p=1404#comment-181759 Dell has outsourced its program "Solution Station" to countries outside the United States, like Philippines, India and other Asian countries. People from these countries are more technologically advanced as they spend more time with computers and troubleshooting them. The major fallback, however seems to be their communication skills and grasp over the English language. Dell also seems to focus more on call flow and protocol than the customers predicament and providing resolutions. It however provides attractive pricing based on the computer issue and its complexity. Call agents are forced to push Dell products, but it gains them measly incentives anyway. The main standpoint is cheap labor as the same job in the US would cost a lot more for the company. Customers who cant understand the asian accent have an option called YTT (Your Tech Team) a Premium service queue where customers have American agents providing resolutions for their technical issues. Dell respects its hardware warranties as long as they are within validity. Business is business, and it cannot support customers with an expired warranty or one that has no Solution Station contract. Keep your Service Tag and Express service code handy at all times, including the name and phone number you used when you bought your Dell computer, as it can save a lot of time during troubleshooting. Keep the disks that came with your computer safe and make backups of them. Also backup any important data that you have on your computer on an external hard drive. In the event of a hard drive failure, you'd atleast have one load off your mind. Also use quality software that keep your PC running smooth for years, like System Mechanic pro, Super antispyware and Malwarebytes. Use an upto date Antivirus program and keep the continuous updates option on. Better safe than sorry! Dell is a wonderful company, provides good customer service and tries to resolve your issues at all costs. And no, I'm not writing this with a gun to my head :) Cheers! Dell has outsourced its program “Solution Station” to countries outside the United States, like Philippines, India and other Asian countries.
People from these countries are more technologically advanced as they spend more time with computers and troubleshooting them. The major fallback, however seems to be their communication skills and grasp over the English language.
Dell also seems to focus more on call flow and protocol than the customers predicament and providing resolutions. It however provides attractive pricing based on the computer issue and its complexity. Call agents are forced to push Dell products, but it gains them measly incentives anyway.
The main standpoint is cheap labor as the same job in the US would cost a lot more for the company. Customers who cant understand the asian accent have an option called YTT (Your Tech Team) a Premium service queue where customers have American agents providing resolutions for their technical issues.
Dell respects its hardware warranties as long as they are within validity. Business is business, and it cannot support customers with an expired warranty or one that has no Solution Station contract.
Keep your Service Tag and Express service code handy at all times, including the name and phone number you used when you bought your Dell computer, as it can save a lot of time during troubleshooting.
Keep the disks that came with your computer safe and make backups of them.
Also backup any important data that you have on your computer on an external hard drive. In the event of a hard drive failure, you’d atleast have one load off your mind. Also use quality software that keep your PC running smooth for years, like System Mechanic pro, Super antispyware and Malwarebytes. Use an upto date Antivirus program and keep the continuous updates option on.
Better safe than sorry!
Dell is a wonderful company, provides good customer service and tries to resolve your issues at all costs.
And no, I’m not writing this with a gun to my head :)
Cheers!

]]> By: Robert Dalomba http://www.thorschrock.com/2009/01/18/wal-marts-solution-station-experiment-strangely-silent/comment-page-1/#comment-43976 Robert Dalomba Fri, 22 Jan 2010 17:32:21 +0000 http://www.thorschrock.com/?p=1404#comment-43976 I have no idea what Paul was saying he was fired 3 months before there was any talk of any close for misconduct. Sharry I can say one thing I was the Mesquite Store manager for several months we donot combine computers. When a hardware replacement wouldve taken place its done buy ordering parts that are not done dell specific and we dont hand out restore disks " THEY DONT EVEN COME WITH EMACHINE COMPUTERS" but the parts that we do order from out vendors only had a 90 day warranty that was the only sense made in your story. Near the end Dell told all the reps that they would honor warranties in by mail out to them personally I have no knowledge how they kept up with that process becuase it was no longer a true concern of mine but as far as the customer service that I know the mesquite store brought it was known as very good with our " CUSTOMERS" I can say this because i was in the mesquite store for almost a year and took over the manager position in the last several months and we never ripped anyone off intentional or accidentally. I have no idea what Paul was saying he was fired 3 months before there was any talk of any close for misconduct. Sharry I can say one thing I was the Mesquite Store manager for several months we donot combine computers. When a hardware replacement wouldve taken place its done buy ordering parts that are not done dell specific and we dont hand out restore disks ” THEY DONT EVEN COME WITH EMACHINE COMPUTERS” but the parts that we do order from out vendors only had a 90 day warranty that was the only sense made in your story. Near the end Dell told all the reps that they would honor warranties in by mail out to them personally I have no knowledge how they kept up with that process becuase it was no longer a true concern of mine but as far as the customer service that I know the mesquite store brought it was known as very good with our ” CUSTOMERS” I can say this because i was in the mesquite store for almost a year and took over the manager position in the last several months and we never ripped anyone off intentional or accidentally.

]]> By: sharry http://www.thorschrock.com/2009/01/18/wal-marts-solution-station-experiment-strangely-silent/comment-page-1/#comment-38918 sharry Fri, 27 Nov 2009 11:05:11 +0000 http://www.thorschrock.com/?p=1404#comment-38918 Thanks Paul for your suggestion, I will consider that in the future. Well, to give an update on my computer, I contacted the district manager at the mesquite Walmart and he was extremly helpful, he contacted another big person in Walmart that had connections with DELL and in 3 days time Dell called me and completly fixed my computer "Remotely." I didn't know they could do things like that with a computer. Well need less to say, I have a computer that works great now. They fixed the sound and put Malware protection on there and everything was FREE!!! I can also call back if anything goes wrong with it. My suggestion to anyone having problems such as I have, is to keep calling and talking to someone who will listen to you. Keep trying until things get done. Don't give up!!! Sharry Thanks Paul for your suggestion, I will consider that in the future.
Well, to give an update on my computer, I contacted the district manager at the mesquite Walmart and he was extremly helpful, he contacted another big person in Walmart that had connections with DELL and in 3 days time Dell called me and completly fixed my computer “Remotely.” I didn’t know they could do things like that with a computer. Well need less to say, I have a computer that works great now. They fixed the sound and put Malware protection on there and everything was FREE!!! I can also call back if anything goes wrong with it.
My suggestion to anyone having problems such as I have, is to keep calling and talking to someone who will listen to you. Keep trying until things get done. Don’t give up!!!
Sharry

]]> By: Paul Perry http://www.thorschrock.com/2009/01/18/wal-marts-solution-station-experiment-strangely-silent/comment-page-1/#comment-37447 Paul Perry Mon, 16 Nov 2009 19:21:45 +0000 http://www.thorschrock.com/?p=1404#comment-37447 @Thor I agree. As I say I believe that if Dell had of managed the project instead of using the third parties they did use it would of been a lot more successful. But watch the headlines it is my understanding that Dell has a new project and partner coming up soon and Walmart has bought out what was left of firedog. Neither one is down and out just yet, however i do recommend that your readers instead of using a big box store, seek out a independent contractor that way you can actually get to know the person who is working on your system, as well as possibly speaking to some of their clients. As a small business owner myself I can tell you that the only thing we have is our word and relationship with you our customers. I have clients who have become close friends due simply to my honesty and professionalism the same traits you will find with any other independent contractor who is competent. @Thor
I agree. As I say I believe that if Dell had of managed the project instead of using the third parties they did use it would of been a lot more successful. But watch the headlines it is my understanding that Dell has a new project and partner coming up soon and Walmart has bought out what was left of firedog. Neither one is down and out just yet, however i do recommend that your readers instead of using a big box store, seek out a independent contractor that way you can actually get to know the person who is working on your system, as well as possibly speaking to some of their clients.
As a small business owner myself I can tell you that the only thing we have is our word and relationship with you our customers. I have clients who have become close friends due simply to my honesty and professionalism the same traits you will find with any other independent contractor who is competent.

]]> By: Thor http://www.thorschrock.com/2009/01/18/wal-marts-solution-station-experiment-strangely-silent/comment-page-1/#comment-37436 Thor Mon, 16 Nov 2009 17:38:52 +0000 http://www.thorschrock.com/?p=1404#comment-37436 @Paul Thanks for the reply. It's nice to hear what ended up happening with that project. It's pretty crazy that with Dell's channels and Wal-Mart's reach they couldn't put together a good service product. Be sure to bookmark http://www.topitshop.com. It is launching in December and is designed to help emerging IT shop owners like yourself. Have a great day! @Paul

Thanks for the reply. It’s nice to hear what ended up happening with that project. It’s pretty crazy that with Dell’s channels and Wal-Mart’s reach they couldn’t put together a good service product.

Be sure to bookmark http://www.topitshop.com. It is launching in December and is designed to help emerging IT shop owners like yourself. Have a great day!

]]> By: Paul Perry http://www.thorschrock.com/2009/01/18/wal-marts-solution-station-experiment-strangely-silent/comment-page-1/#comment-37413 Paul Perry Mon, 16 Nov 2009 16:21:15 +0000 http://www.thorschrock.com/?p=1404#comment-37413 As a former Solution Station by Dell Tech and store manager I can tell you that the project has been shut. Yes some stores suffered from the problems that Sherry described but the biggest problem was that a third party was managing the program and instead of giving store managers such as myself the tools and the room to effectively manage the project they simply tied our hands and forced us to follow a very narrow process of services. I was lucky and saw the writing on the wall and got out about a month before it collapsed to start up on my own. If anybody is interested in my services please feel free to contact me paul(DOT)perry2(AT)verizon(DOT)net. I am more than happy to talk to former customers especially from the Highland village location. I will also be able to check and see if you have a valid warranty claim as I still have a few contacts within dell who can check on that, It maybe a little faster than trying to get a response from the email address. As a former Solution Station by Dell Tech and store manager I can tell you that the project has been shut.
Yes some stores suffered from the problems that Sherry described but the biggest problem was that a third party was managing the program and instead of giving store managers such as myself the tools and the room to effectively manage the project they simply tied our hands and forced us to follow a very narrow process of services.
I was lucky and saw the writing on the wall and got out about a month before it collapsed to start up on my own.
If anybody is interested in my services please feel free to contact me paul(DOT)perry2(AT)verizon(DOT)net. I am more than happy to talk to former customers especially from the Highland village location.
I will also be able to check and see if you have a valid warranty claim as I still have a few contacts within dell who can check on that, It maybe a little faster than trying to get a response from the email address.

]]> By: sharry http://www.thorschrock.com/2009/01/18/wal-marts-solution-station-experiment-strangely-silent/comment-page-1/#comment-36597 sharry Wed, 11 Nov 2009 05:45:10 +0000 http://www.thorschrock.com/?p=1404#comment-36597 Wow, solutions stations misdiagnosed my emachines, after thier repair it went on the fritz. took it back..., now after the suggestion from them to combine one of thier dell computers with mine, (with a charge of couse) to make one good computer; i have a computer that i can't restore or listen to., because they didn't give me a restore disk. and i still have my restore disk from my original computer, but this (GOOD) computer won't read them?... I tied to take it back, but how convenant, Walmart Manager in the Mesquite TX. store told me Soultion Stations are no longer there due to too many complaints and wrong repair and and in his own words "They didn't know what the hell they were doing. They were ripping people off." Well I guess I one of them. I can't locate any soultion stations and dell is giving me the run around. Oh, and to top it off the computer hardware theycombined my computer with is out of warranty. If any one knows of a number or a location I can contact, I would appriciate it. Thanks Sharry. Wow, solutions stations misdiagnosed my emachines, after thier repair it went on the fritz. took it back…, now after the suggestion from them to combine one of thier dell computers with mine, (with a charge of couse) to make one good computer; i have a computer that i can’t restore or listen to., because they didn’t give me a restore disk. and i still have my restore disk from my original computer, but this (GOOD) computer won’t read them?… I tied to take it back, but how convenant, Walmart Manager in the Mesquite TX. store told me Soultion Stations are no longer there due to too many complaints and wrong repair and and in his own words “They didn’t know what the hell they were doing. They were ripping people off.” Well I guess I one of them. I can’t locate any soultion stations and dell is giving me the run around. Oh, and to top it off the computer hardware theycombined my computer with is out of warranty. If any one knows of a number or a location I can contact, I would appriciate it. Thanks Sharry.

]]> By: billie http://www.thorschrock.com/2009/01/18/wal-marts-solution-station-experiment-strangely-silent/comment-page-1/#comment-29916 billie Tue, 22 Sep 2009 19:19:21 +0000 http://www.thorschrock.com/?p=1404#comment-29916 i had great luck with the dell solution station in may 2009. it is now september 22 and need them again. cannot find solution station anywhere. closed in the valley ranch walmart. emailed the address left by the register solutionstationcustomer@dell.com and have not received an answer. dell's customer service in india sucks. i had great luck with the dell solution station in may 2009. it is now september 22 and need them again. cannot find solution station anywhere. closed in the valley ranch walmart. emailed the address left by the register solutionstationcustomer@dell.com and have not received an answer. dell’s customer service in india sucks.

]]> By: Thor http://www.thorschrock.com/2009/01/18/wal-marts-solution-station-experiment-strangely-silent/comment-page-1/#comment-28289 Thor Wed, 09 Sep 2009 23:39:30 +0000 http://www.thorschrock.com/?p=1404#comment-28289 I still have not heard much about it. Some people have left comments about their experiences, but I would love the opportunity to break a system and drop it on their doorstep and see how they do ;-) I still have not heard much about it. Some people have left comments about their experiences, but I would love the opportunity to break a system and drop it on their doorstep and see how they do ;-)

]]> By: Luis Hernandez http://www.thorschrock.com/2009/01/18/wal-marts-solution-station-experiment-strangely-silent/comment-page-1/#comment-28281 Luis Hernandez Wed, 09 Sep 2009 20:40:46 +0000 http://www.thorschrock.com/?p=1404#comment-28281 Thor do you know what has happened with wal-mart and their Services Solution project? Thor do you know what has happened with wal-mart and their Services Solution project?

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