Wal-Mart taps Dell for its own 'geek squad'

Already the biggest seller by volume of electronics in the U.S., some Wal-Mart stores are now trying their hand at tech support.

Starting this month in 15 stores around Dallas only, employees manning a new kiosk concept called Solutions Station by Dell will be available to do TV and home theater installations, PC repair, wireless network setup, and probably some other tech-related stuff too.

Dell and Wal-Mart have a pretty cozy relationship--Dell picked Wal-Mart as the first place to sell its PCs when the company started selling retail again last year--so the pairing isn't so surprising.

And this could potentially work out well for both. Dell has had problems with its customer service; in-person tech support, if Solution Stations customers feel satisfied, could be helpful in fixing its image. And Wal-Mart says this pilot program will help it find out more about what its customers want when it comes to installation and tech-related services--or if they want them.

For now, Wal-Mart says there are no plans to expand the service.

(Via Check Out)

[shawnshine]

Great just what we need.......more nosey walmart employees. Wal-Mart, already known for turning in people who go to have the pictures developed if they find a picture of new born's bottom and turning mom's and dad's into registered sex offenders. Pharmacist's that play god because they won't give out Dr. prescribed drugs. And employees that won't scan pork because it's against their "Religion". Now, we'll have them snooping into our most private possession, our home. Do you really want Wayne Walmart and his GED going through your PC? Looking at your private info?

[lobo65]

No thanks. I'll continue to use an independent shop in my town that I know is knowledgable, and won't rip me off.

[HaYeStyle]

Dell still has terrible customer service. I sent the following mail to their customer service yesterday after experience poor service. I am still in shock that the agent hung up on me. Great customer service seems to be a thing of the past.

PLEASE ESCALATE THIS TICKET TO A CUSTOMER SERVICE SUPPORT SUPERVISOR. This was originally a problem with my order, but now is an issue with Dell customer service practice. I was on phone with customer service to check order status on Dell Purchase ID 2000xxxxxxxxx. I received an order acknowledgement email, but no confirmation email. After being transferred a couple times, I was told that it may have been a "marketing error" and I would not receive order. I should have at least received a cancellation email. Anyway, while on the phone with an agent, the agent hung up on me. I was not being impolite or rude to the agent. I only asked to speak to a supervisor when the agent could not assist me with my issue. I called back and after waiting 15 minutes, I believe the line dropped. I called back a third time to try and resolve the issue and an agent gave me the number 8664473355 to call about orders customer service. I tried calling that number and did not get through because during a call transfer, I think the line got dropped again. I work as an IT Specialist in an organization which purchases many computers annually (hundreds just within my sub-agency, thousands as a whole). This poor customer service practice will affect my decisions/recommendations to purchase a Dell. Not only that, but, as an IT Specialist, many people outside my organization ask for recommendations on what brand of computer to purchase. I understand that mistakes happen, but it is how those mistakes are handled, which shows the value a company has on its customers. It is obvious to me, that Dell has lost a hold of "legendary customer service" and thus, Dell has lost my confidence in their name and product.