"Taking ownership" today means "punting you off my radar ASAP".

GetHuman-groundst's customer service issue with Dell - Tech Support from June 2018

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The issue in GetHuman-groundst's own words
Resolve a technical problem Windows is having with "FILE- OPEN" and "FILE - SAVE" commands in programs such as Photoshop CC and PowerDirector ** ... On * June I raised a support request via the Support Assistant software included with a Dell **** Workstation. This query concerned a problem that occurred persistently on attempting to use "FILE - OPEN" or "FILE - SAVE" in various programs on Windows ** Pro ** bit.* *Before contacting support I went to some trouble to write out the specific details of the problem, and the context in which the problem was occurring. This was in an effort to make the job of analysis easier for the support staff. The text of the query as I submitted it was:**I am using a new Dell Precision **** Tower. From first use of this workstation it has shown sluggish and hesitant behaviour when I try to navigate through the Windows directory tree structure from within programs (e.g. Photoshop CC and Cyberlink PowerDirector **), and sometimes from File explorer. This sluggishness (meaning an extended and persistent lag while the machine hangs) occurs most often from the "FILE - OPEN" and "FILE - SAVE" menu in most programs, regardless of how processor demanding they are. It can also manifest with hesitant, and jittery running of programs sometimes, where any attempt to use the program's menu takes an excessive amount of time, and the mouse does not respond smoothly.*I have run the DELL Diagnostics in Support Assistant (no problems detected), and Troubleshooting in Windows (again with no problems detected.*Are there any diagnostics I can run on the computer in order to isolate the cause of this increasingly frustrating behavior? I have spoken to other Windows ** users with computers far less well specified than this one, and they are not experiencing this problem.*I can send a short MP* video capture if required.* *I received a fairly prompt response from a member of DELL support staff called Mary Palo (Mary Palo - Dell Rep ID: ****** UKI*SA Relationship Client Mailbox Team). She logged this response under Service Request Reference - *********.**In Mary's response she made a number of statements that deserve highlighting:***I greatly appreciate the opportunity to work with you.***Thank you for bringing this matter to our attention as we want you to have a good experience with your DELL system.***We appreciate the opportunity to work with you to resolve the situation.***I am taking ownership of this case and would like to make sure this is fixed the soonest possible time. **The last item on the list is of particular relevance given that, subsequently, Mary's only advice was to for me to update the BIOS (without bothering to provide a relevant link), ask if the hard drive on what I'd already stated is a new machine "is full or running out of space", and then tell me how long the system warranty had to run.**I wrote back to say that the BIOS on the system was the most recent, and asked if Mary wanted me to attempt to load it again. I also mentioned again that I had a short video screen capture that demonstrated the exact nature of the problem. Instead of addressing anything I'd written, Mary wrote back to say:**"Okay, just to set your expectation, the issue can be fall under software issue. If the issue is recent only, please try to have a system restore, and if that will not resolved the issue, I suggest that you contact our Software Department for further help needed."**In essence what this is telling me is "I can't be bothered to read properly or investigate your problem any further, or even make the trifling effort to forward it on to someone who might be able to help, or provide you with a relevant link." **I highlighted one point of special relevance to this complaint from Mary's first communication to me. It was this:**"I am taking ownership of this case and would like to make sure this is fixed the soonest possible time."**I gather that today "taking ownership" means "I'm going to deliver a cringing, servile, and ultimately meaningless piece of scripted public-relations garbage, and then punt you off my radar by telling you to take your problem somewhere else."
They wasted my time with a lot of insincere PR garbage, didn't pay attention to the problem, suggested simplistic scripted solutions, and then effectively told me to look for someone else to solve the problem.
Putting me in touch with someone who won't waste my time with any more cringing and servile garbage about how they "greatly appreciate the opportunity to work" with me, and will actually pay attention to the problem, and suggest a remedy.
I took the trouble to write a coherent and reasonably detailed account of the problem. I also offered to send a short MP* video (screen capture) demonstrating the problem. All of it was ignored by someone who evidently hadn't read the request properly.
I've searched online in Windows forums, Microsoft, and tried searching on Dell's site as well.
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Dell - Tech Support

DELL **** Workstation running Windows ** Pro ** bit
Customer service issue
Reported by GetHuman-groundst
Jun 4th, 2018 - 4 years ago
Not resolved
Seen by 5 customers so far
Similar issue to 301 others
0 customers following this


GetHuman-groundst started working on this issue
Jun 4th, 2018 4:02pm