Wednesday, February 20, 2008
When Customer Service Isn't
I never did trust the Dell set up. Found in the early days I always needed to bring my PC at least once into the Shop where I bought it. The fixit guys were accountable cos they lived close.
I'll be even more cautious now about mail order computers advertising a price advantage.
1. Customers who receive defective refurbished systems are told to visit the Take Ownership web page to change the owner information of the system, or better yet, Dell changes the information when they sell the system to the customer. Shouldn't be too hard to have the sales database talk to the customer service database and "fix" things. That's what XML was supposedly developed for.
2.Fix their voice menu system so that the Returns Department isn't hidden from customers.
Surely it wouldn't cost them as much money to make these simple changes as it is losing the business of a customer. But then, I'm not thinking of all the time lost by managers in meetings agonizing over the implications of making such simple changes that would actually improve their customer service. If they'd actually tested the system before it left the refurb shop, this incident would never have happened.
In regards to computer being tested before being sold to you, all Dell Outlet systems are tested to meet original factory specifications before put into Dell Outlet inventory. While we wish 100% of the systems purchased work perfectly, there will always be a small percentage that sneak through the system. Unfortunately, you appear to have received one of these, and it's our job to remedy the situation.
Again, apologies for your experience, and thank you for taking the time to help us understand how we can improve.
"For a successful technology, reality must take precedence over public relations, for nature cannot be fooled."
Feynmann's remark was about the loss of the Challenger shuttle and NASA management's deluding themselves about how safe their product was. While Dell doesn't build space shuttles, it does build or assemble computers that allow people who buy them to be more productive. If Dell upsets its customers through poor customer service, it loses business and market share.You can spin this situation any way you like and claim that it is isolated, but the flaws I pointed out are easily remedied and saves the company money and time. Possibly customers as well, but who knows? Dell has to remember that when you outsource a service, the contract is written in such a way that the incentives are likely not what Dell intended. If the Indian firm that customer service is outsourced to gets x amount of money per phone call answered, it is not in their interests to solve an issue on the first phone call or the second, or the third. If Dell worded the contract such that the firm receives a bonus for every issue fixed the first time, so that they make more money for resolving problems quickly, your customer service would be unsurpassed. I realize that there would have to be measures put in place to keep techs from throwing parts at the problem or running a full factory image restore on the hard drive, but a carefully thought out process which Dell should have all of the experience and data to craft by now should be on paper. The web site should be as efficiently designed and crafted as well, to save money and make money. The sales part is, why not the customer service part? You've been running the web site for years. Surely, some one knows what's broken or flawed. Why did a knowledgeable customer have to get your attention about this problem?
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