Thread regarding Dell Inc. layoffs

once that project goes live there wont be many agents or partnermanagers left.

Probably in the US you got a special treatment, because in Europe support has been relocated to low-cost countries years ago.

The 30-day thing you mention refers to products which are DOA (Dead On arrival), meaning that we don't accept claims about a product which is broken if customer raises the request more than 30 days after delivery.

The cost of dissatisfaction analysis is what brought Dell to reject any request for return, unless we can prove the fault is ours. For example, when in the past customer ordered a laptop with wrong layout (or even an external keyboard), we would easily accept the return (sometimes applying the restocking fee, but that's local GBO's decision).
Now that orders are all validated online, we assume that customer takes all responsibility for making sure the quote meets their request. If not, it's their fault and no return is accorded.

I expect customer experience to drop even more in a couple of weeks, when sales will lose access to OEP order status/tracking, and customers are required to personally open a case to customer care to inquiry about order status.

For repairs the parts planners aren’t keeping anything in stock either. For ProSupport customers they have to wait at least 30 business days for a back ordered part and then it goes to the VP of parts planning for approval for an exchange.

If they believe they can get the part before the ETA of an exchange they’ll deny it. A VP also has to approve any Dell discretion system exchange.

Basically they’re selling stuff that they can’t repair because they don’t have the parts and they won’t replace because it costs too much.

Ex Support here. 30 days? lol even that is BS, first, the system has to go through EXTENSIVE troubleshooting, several reimages and escalation to engineering which takes weeks! And if the system still has not been fixed and some very high engineering guy/gal really determines that the system is DOA, it then takes minimum 6 weeks to complete a mechanical replacement.

You have no idea what we and the customer has to go through in order to get a system considered DOA and then being replaced.

Happened to my product only once. The customer still hates us and dreads calling us whenever they need support. We give PTSD to our customers but as you know, money is more important than our or our customer mental health.