15
votes
Linus Tech Tips - $1500 PC Secret Shopper 2 (full playlist)
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- Title
- How Could They Mess Up This Bad... Again - $1500 PC Secret Shopper 2 Part 1
- Authors
- Linus Tech Tips
- Duration
- 34:25
- Published
- Nov 8 2020
The final episode came out today, so I figure it was finally worth submitting them all as a playlist.
p.s. 🤦 Dell. They performed absolutely disgracefully again, but their sales rep was legitimately criminal in their behavior this time. I always knew they were pretty bad, but I will absolutely never recommend them to anyone now thanks to this.
Oh yea, that was disturbing. I only had that episode on in the background, but IIRC Linus said that they can't really put the blame directly on the rep for that. Sadly, a lot of companies incentivize this kind of behavior (see also: Wells Fargo, which is ostensibly even worse).
It's that same kind of thing where support staff focus more on keeping call time down than actually fixing a problem.
Agreed. Dell definitely deserves all of the blame here, IMO. Behavior like that doesn't happen in a vacuum, it's almost always the result of a toxic work culture, with perverse sales incentives in place, and intense pressure to upsell being put on the reps. And with Dell's invoice being as opaque as it is, making it incredibly difficult for a customer to figure out what they have actually even been charged for, it also makes me strongly suspect Dell is perfectly content exploiting this exact sort of situation too. And the fact that their sales system even allows a rep to apply and charge a customer for multiple, redundant, extended warranties like what happened here, also speaks to that as well. So Dell can't just pull a "we investigated and the rep was fired" here, and pretend like this was just an isolated incident and not their fault in any way.
This was a pretty interesting series, especially since I haven't been keeping up with which brands are reliable anymore. That Dell did so poorly was not a shock since I haven't heard good things about most OEM's in the last few years, but it was shocking to me how poorly they did in comparison to HP (which did fairly well) and how bad their customer service was. Definitely going to steer any friends or coworkers away from them in the future if they ask.
I'd love to see a similar video series for laptops though, because I think there might actually be more PC laptop brands than desktop brands, and laptops seem to be where I hear the most horror stories.