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.)

Bill writes:

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.

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Man’s 400 Minutes In Dell Hell Could Cost Them Millions

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