INFOWORLD GRIPE LINE BY ED FOSTER Bookmark this page

  
Replying To:
Customer Service[ Parent ] (none / 0) (#27)
by tscoff on Sun Oct 15, 2006 at 07:27:23 AM PDT

If you're serious about fixing your customer service, hire a few dozen people and give them broken computers and have them call in for in warranty support.  Fix the problems that they find when they call in:

1. Long hold times
2. Being transferred from one department to another to another to being disconnected
3. Clueless techs on the phone
4. Techs on the phone who don't speak English
5. Extremely long repair turn around times, many times being caused by the practice of sending out a repair technician who replaces a single item and then leaves requiring another phone call to tech support if that item was not the defective one.

Dell isn't alone, the entire computer industry is guilty of these problems.

[ Parent ]



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