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Sound and Fury for Dell | 18 comments (18 topical) | Post A Comment
Go straight to executive customer service[ Reply to This ] (none / 0) (#5)
by Anonymous User on Wed Apr 16, 2008 at 09:59:38 PM PDT

I've found that normal customer service departments are so unhelpful these days that I don't even bother. If the company is a public company, I look them up on Yahoo Finance and call the headquarters directly and ask to speak to the CEO or President about a customer service issue (always find out their names before calling). This will usually get you transferred to the executive customer service group, which are typically employees of the company (instead of outsourced) with the authority to actually do something other than read from a script.

Customer services has gotten so bad as a general rule that it is a complete waste of time to deal with the normal outsourced support staff. They don't work directly for the company they are answering the phone for so they have no pull or sway there and no loyalty to them either. And even if they do want to do a good job, they have little leeway in what they can do beyond following the script they are given. Like this guy found out, calling the standard support line was a complete and utter waste of his time. Dell should have gone much farther than just sending him what he already paid for to make amends.

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Sound and Fury for Dell | 18 comments (18 topical) | Post A Comment
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