After Bill’s story of spending 400 minutes in Dell Hell to get his dead laptop replaced went up on Consumerist, Dell gave him a call
(By the way, to clarify the earlier post, Bill does have a corporate account but for this particular laptop he bought it refurbed through Dell Outlet, which is why he didn’t get the same premium level of support he normally would have.)
A representative from Dell just called (2:45 PM, Wed Jun 1st). She seemed genuinely concerned about the incident and assured me that they would be looking into it. They also offered 20% off of my next purchase. She also expressed that the call center is made up of Dell employees, it is not outsourced. We spent a couple of short minutes discussing the fact that it would be difficult for them to even track the event, but I did provide multiple phone numbers that they could use to attempt to track the inbound and outbound to and from their center, and explained that they had a serious problem in their ability to keep accurate records without immediately capturing service tag or account numbers. She did express that there was a management committee that would be briefed on the situation and they are always looking for was to improve.
Was it enough for me to forgive and forget. Absolutely not. I want to see something actionable come out of this before I can preface every mention of “Dell” to be my clients with “Let me tell you about the last experience I had”. When I say actionable, let me elaborate…. I want to see a new method from Dell to escalate issues into a competent response team, not some call center manager who is only interested in if their employees filled the documented paper procedure.
Good news, Bill, there is such a method. It’s called getting The Consumerist.