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Dell Neglects Small Biz System Problems | 23 comments (23 topical) | Post A Comment
Complaining[ Reply to This ] (none / 0) (#3)
by Stu on Mon Feb 11, 2008 at 04:11:13 PM PDT

The problem most people have when getting bad support, is that they stay with the supplier's procedures too long.
When I'm caught in support hell, I call the president of the company - and yes I've done it with some very large companies.

I never get to talk to the president; but usually get his/her secretary. I'm always polite and calm. The secretary promises to take care of the matter - and they do - fast. I once had a problem with CompUSA settled in 20 minutes - after messing around with them for weeks. Your mileage may vary.

The points are:

- The secretary knows you mean business, or you wouldn't have called the big boss.

- The lower level people he/she calls are smart enough to jump when they hear from the office of the big boss.

I've been buying from Dell since 1987. I can't believe Michael Dell (or his secretary) would allow this kind of treatment to continue, if they were personally made aware of it - and I don't expect them to read the blogs.

In my experience as an IT Mgr., and from what I've read, here and other places, I'll stay with Dell.

[ Reply to This ]


Stu again[ Parent | Reply to This ] (none / 0) (#4)
by Stu on Mon Feb 11, 2008 at 04:15:55 PM PDT

Two more comments -

1) I've never had to call Michael Dell's secretary.

2) I think the demise of CompUSA can be described as - getting what they deserved.

[ Parent | Reply to This ]


Dell Neglects Small Biz System Problems | 23 comments (23 topical) | Post A Comment
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