Re: Kudos to Dell's customer support..

Bryan S. Slick wrote:
I got a new 20" widescreen monitor from eBay a couple of weeks ago. Two
days ago, it began to flicker quite a bit, much to my chagrin. I wrote
the seller, who arranged for a replacement direct from Dell.

Last night, Dell called me to let me know to expect the replacement
today (overnight shipping). They also let me know that an airbill for
sending the defective monitor back to them would be included, and to
please call if said airbill wasn't enclosed. They further apologized
for sending out a bad one to begin with and gave me a direct line to the
support rep. handling my case so that I could call if there were any
problems at all.

When the new monitor arrived, I noticed that the video cord was already
hooked-up, which tells me that they realized it was a replacement and
tested it before shipping it to me.

I'm impressed all the way around.


--
Bryan S. Slick, onyx_hokie at yahoo dot com

"To err is human, but to really foul things up requires a computer."

(Farmer's Almanac, 1978)

I think they are trying to treat the small-time consumer a little
better these days.

When I trained tech support in the 90s, we pretty much said you should
help the one-off customers as much as you can, but, this is where all
the people that we hired off the street (with little or no computer
knowledge) were started; that is, helping individual customers. I'm
sure some support for the individual consumer was pretty bad; but Dell
didn't care at all and they were correct in that philosophy. Now, the
blogging consumer is KING; better be nice {conan o'brien impression
dancing a jig with a big smile... "WE LOVE YOU LITTLE GUYS!!!"}

The big-time engineers and tech heads were in International Support;
which, meant, large global and federal corporate accounts. We also
actually had people (and probably still do) that sit in corporations
and govt. agencies that work for Dell, just to make sure these people
(that buy massive quantities) are always happy.

Good to know you had a good experience. I sold out of my stock years
ago, but, I still hold some fond memories of the great team I worked
for there.

If you need a good reference for employment with Dell, let me know. I
know you're a great guy and would probably be management material there
in no time. I'm not sure if I still know any of the big shots, but, I
did report to a VP that still works there. If I start up a conversation
with him, you may get a job in Nashville, or elsewhere if you want one.

.

Relevant Pages

  • Re: New Service Policy?
    ... I think is was great you had such a good experience with Dell. ... I did not know an e-mail support option even existed. ... If that was the case, it would cost too much for me to go buy a new system board to do problem determination, as I did with the floppy drive. ... If Dell wouldn't give me a replacement drive, I don't think they would have parted with a system board. ...
    (alt.sys.pc-clone.dell)
  • Re: New Service Policy?
    ... I think is was great you had such a good experience with Dell. ... Then I had to fight for the replacement ... which is probably on the system board. ... >>> with dell is just use the email support option.. ...
    (alt.sys.pc-clone.dell)
  • Re: Power Issues
    ... support and get a replacement power supply. ... warranty then you can call dell tech support and get the correct part number ... for a replacement and then call dell spare parts to buy one. ...
    (alt.sys.pc-clone.dell)
  • Re: Logitech Support
    ... That's good support. ... Ditto on the Logitech support... ... Spoke with the Dell people and they were worthless and full of bad ... info. Called the Logitech people and they promptly sent out a replacement ...
    (misc.consumers)
  • Re: Where does a former Dell customer go?
    ... I would praise the quality, support and price made ... the last time I can recall contacting them) Dell support was prompt ... so you had to buy a new one and keep them in business. ...
    (alt.sys.pc-clone.dell)
Loading