I blogged yesterday about the problems I’m having with Dell Customer Service. My friend and computer guy Nick has called eight times to the number provided and left at least one message that has gone unreturned. I called and got voicemail where I left a message and request for a return phone call from the Escalation Department (yes, that is a real department at Dell for disgruntled and desperate customers like me).
Dealing with Dell’s Customer Service reminds me of the farmer who hit his mule in the head with a two-by-four. When an observer said the tactic was cruel the farmer responded, “That’s what it takes to get his attention.”
I wouldn’t advocate hitting a mule or any other creature with a two-by-four, but I would like to know what it would take to get Dell’s attention. The supervisor who yesterday feigned empathy and promised to take quick action to fix my computer lied, pure and simple. It probably wasn’t intentional, but it was a lie nonetheless. Be careful of making promises your team can’t keep.
I tried to email firstname.lastname@example.org but the email came back undeliverable. Large companies today dictate the means by which they will allow contact, and if those means don’t work, then the customer is out of luck.
I have little hope that my blog will get Dell’s attention (they have WSJ and other media headlines about their misfortunes to worry about), but if there is any upside in situations like these, it is in being reminded of how not to do business. Dell, in this particular case, is a classic example of how NOT to treat customers.