My most recent computer purchase was from Dell. I went through their online computer configurator and purchased a model number E520 with the E6400 Intel Dual Core processor. I made the conscious decision to buy this processor over some older versions that Dell was also selling. When my order arrived, I checked the packing slip […]
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Don’t Guess Wrong
Do you think your automated phone system or website is smart enough to accurately identify your customers? You may be able to identify the person (name, customer id, etc.) but you’ll have a much harder time guessing what they need. Take, for example, my recent call with Dell. I called up tech support for help. […]
Balance Efficiency and Service
BusinessWeek has great article in this week’s issue about customer satisfaction. They highlight some companies that are losing customers through poor customer service. In contrast, other companies have succeeded in creating great customer experiences. Where do you think your company would fit? In highlighting customer service failures at Dell, Home Depot, and Northwest Airlines, the […]
Underpromise and Overdeliver
I mentioned a few weeks ago how Dell had delayed my PDA shipment a few weeks later than I had originally been told. Three days before my new ship date, Dell emails me that they had shipped my PDA. In the end, I received it the day before my revised delivery date. I was pleasantly […]
Communication When You Can’t Deliver
I purchased a new toy from Dell this week and was told that it would be shipped today. Instead of receiving an email today notifying me that my new PDA had shipped, I got a message that made me cry, laugh, and want to scream at the same time. Order Delayed My email from Dell […]