INFOWORLD GRIPE LINE BY ED FOSTER Bookmark this page

  
Replying To:
Go straight to executive customer service (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.


Post Comment

You are not logged in. If you don't have a user account yet, by all means go make one! If you do have one, you can post as "yourself" by filling in your nickname and password below. Otherwise, your comment will be posted as Anonymous User.

Create Account
Nickname:
Password:

Post Comment: Post your comment below and then please answer the security question. I apologize for the inconvenience, but it does help deter spammers. -- Ed Foster
Subject:
Comment:

To post your comment, please answer the following security question:
 Which of the following is not a word?
Montana, Grape, Arizona, Blueberry, jV5hfx, Setter
Allowed HTML: <A [HREF] [NAME]> <DT> <TT></TT> <OL></OL> <CITE></CITE> <CODE></CODE> <I></I> <UL></UL> <BR> <STRONG></STRONG> <BLOCKQUOTE [TYPE]></BLOCKQUOTE> <DD> <EM></EM> <P> <B></B> <LI> <DL></DL>
Menu
· create account
· faq
· search

Login
Make a new account
Username:
Password:

 HOME  NEWS  COLUMNS  BLOGS  PODCASTS  TECHNOLOGIES  TEST CENTER  EVENTS  CAREERS  IT EXEC-CONNECT   About Awards Contact Us 

Copyright © 2006, Reprints, Permissions, Licensing, IDG Network, Privacy Policy.
All Rights reserved. InfoWorld is a leading publisher of technology information and product reviews on topics including viruses,
phishing, worms, firewalls, security, servers, storage, networking, wireless, databases, and web services.

 ComputerWorld :: LinuxWorld :: Network World :: CIO :: PC World :: Darwin :: CMO :: CSO
IT Careers :: JavaWorld :: Macworld :: Mac Central :: Playlist :: GamePro :: GameStar :: Gamerhelp
ITWorld Canada :: Computerwoche :: Techworld UK :: tecChannel :: IDG.se :: IDG.no :: IDG.pl

create account | faq | search