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My company has been having a lot of troubles with our sales rep for quite some time. Bad response time (days to weeks between replies), having to ask multiple times for quotes or for orders to be processed, and quoting things differently than we request (quoting Office Professional license when we request Standard). Is there a way to get a new rep or to get our current rep whipped back into shape?

@Dell_Technologies

5 Spice ups
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Ouch… I’m sorry to hear that. I’m sure there is a process within Dell that can land you another sales rep. Not sure who from Dell is here to help with that. LMK if you don’t get anywhere and I will see if anyone I know at Dell can help.

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Thanks for the input! We’re tried in the past with another rep, but we were told that what you get is what you get. I’m pretty sure that rep got canned. I’ll keep you updated!

1 Spice up
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There is always another partner…

3 Spice ups
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“Our budget for two new servers, twenty desktops and four laptops has been approved. I need to have this invoiced by the end of the month. I prefer Dell, but HP will also be considered. Also, I need a new replacement battery for a Dell Latitude 3000. Please contact me as soon as possible.”

After my Dell rep contacted me shortly after receiving this email, he had the battery shipped with next-day delivery.
I never returned his calls or emails when he was wanting more information about the large order. Call this KARMA.

4 Spice ups
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Absolutely standard for Dell. It’s even worse when it’s orders for your clients that they’re screwing up time after time.

Go to a tier-1 reseller rather than directly. Dell’s direct sales team are, as you’ve found, utterly abysmal. I swear they do more damage than good to the brand.

2 Spice ups
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Copy the rep’s manager on each email…their manager is usually listed in their email signature. I have had to do that with the problems we have had with Dell this year. The manager even suggested that a few days ago, as we had a problem with delays in an expedited order this week.

1 Spice up
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Also, if it is a warranty replacement item, call the Dell tech support number directly. I went through our rep this week and had delays. After it was settled, they told me to call tech support for warranty replacement as they can ship out faster. Why the rep didn’t tell me that in the first place, I don’t know. It would have saved some grief on both ends.

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I have nothing but praise for our Dell rep. Hes winged huge orders for us with minimal input. I would ask for a new one or bring up your dissatisfaction with him/her

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Hi Zwickasaurus,

Sorry to see the problems you’ve been having with your sales rep, but if you PM me your Customer Number and the details for the Sales rep and I’ll look into this for you

Colin

4 Spice ups
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Back when I was an MSP I was constantly getting new sales reps for different accounts and it was a mixed bag. Eventually we started working with a reseller where there was a single point of contact for all orders and quoting, it made life way easier, and bonus, I was able to purchase some equipment from other vendors through the same reseller. Dell has great product and support, but if you can’t get the sales help you need, consider a reseller.

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Life is too short and there are too many legitimate demands on your time/effort.
Dealing with rubbish suppliers is not something worth tolerating.

i was lucky to find a blinder of a account manager at one of the big UK distributors and have followed him for years now as he has moved around.

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Zwickasaurus,

Good morning. I am your sales rep’s manager here at Dell and will be able to assist you. I do regret to hear that you have experienced these issues and I will get you taken care of today. My email address is Ralph_Gragg@Dell.com. I will also be sending you an email with all of my contact information in it. We have a lot of options and I am certain that I can help you.

4 Spice ups
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Gort,

Please email me your contact information and I will ensure you are taken care of ASAP. My email address is Ralph_Gragg@Dell.com. Although I dont know why it is you have had this experience, I will make it my priority to correct it.

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I just wanted to let everyone know that Ralph has been very friendly, timely, and helpful. He even brought up things that could be potential issues in the future to try to mitigate all issues. :slight_smile:

3 Spice ups
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that’s great to hear. Spiceworks FTW!

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Late to offer my thoughts…

Great job by Dell (Ralph) by engaging.

A couple of keys to establishing the right interactions - especially for your larger, more critical vendors:

  • Be very clear on expectations with your vendor rep (e.g., timeframes, level of interaction, etc.)
  • Make sure you get and keep up-to-date escalation information (e.g., who to call when someone’s missing / sick, names and contact of managers, and any specific escalation processes)
  • A set (usually quarterly / annually) meeting, including the manager, where you review performance
    This is where you usually ‘nip it in the bud’ if your rep is a little ‘off track’.
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Zwickasaurus - Glad to read that you were able to get things squared away with your account rep.

Nothing against Dell, they are a great company, and every account rep is different. Even in small companies we’ve all dealt with less the optimal account reps.

One thing to consider for the future is to develop a relationship with a VAR. They are often smaller organizations the rely on repeat business so customer satisfaction is job one.

You’ll find a number of good, reputable resellers here on Spiceworks. You can check us out here → Aventis Systems