Unclear on the Concept
Posted by TFG on August 26th, 2005
Interesting… so imagine if rather than having to go to companies for service — and waiting on hold and waiting and waiting… — the companies came to us! What a concept.
Haven’t we seen this before? Telemarketing, anyone? We had to make it a federal case to get it go away?
August 26th, 2005 at 6:31 am
Good lord, One Blogger’s Dell Crusade is never going to end, is it?
Dell customer service sucks. No doubt about it. They made it a real pain in the ass for me to return a laptop to them for full credit (about five phone calls and three emails), and took forever actually to credit me (it took complaints to the BBB and credit card company to make it happen).
But you didn’t see me posting all sorts of crap to the blog and whining that I’m a blogger, they should call me now!
No, what they should have done is treat me like IBM/Lenovo. I finally have a lovely Thinkpad, but I had to return a couple of models before I got exactly what I wanted. Lenovo kicks ASS. Fast credit on the exchange. Extremely helpful customer service every time I called. Nobody discouraging me from returning the machine and trying to bribe me to keep it (Dell tried that). I only had to call ONCE each time to get things resolved! I know the Chinaphobes think Lenovo is going to screw up Thinkpad/Thinkcentre, but so far, they’re kicking rear.
Dell could learn from their competition. And they better learn, because Lenovo has made it clear they want to move into markets IBM has traditionally ignored. I just hope they don’t screw up Thinkpad by doing so.