The latest post on Dell’s blog finally addresses the dead, decomposing, stinking elephant in the room: customer service. Laura Bosworth, director of customer experience (a thankless job if I’ve ever heard one) says:
The good news is that we know what we need to do. You’ve been telling us. Our number one priority is to get better at problem resolution. I can almost hear the collective “duh†out there as I write this. . . .
Now that’s more like it. I have no idea whether their efforts will be successful; that elephant is mighty smelly. But they are finally addressing the real issue they should be facing in a conversation with their customers. And in the comments, the customers start right in with specific complaints. I’ll be eager to see how they’re addressed.
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[...] In the latest post at the new Dell blog, Laura Bosworth, Director – WW Customer Experience explains how Dell is changing processes to reduce hold times, make returns easier, addressing pricing concerns and how they are investing over $100 million to fix it. Outstanding. Even Jeff Jarvis of BuzzMachine is impressed. Now that’s more like it. I have no idea whether their efforts will be successful; that elephant is mighty smelly. But they are finally addressing the real issue they should be facing in a conversation with their customers. And in the comments, the customers start right in with specific complaints. I’ll be eager to see how they’re addressed [...]
[...] Klar, wenn die Rechnung so aufgeht. Abe sie scheint aufzugehen. Jeff Dells Hell Jarvis ist begeistert, BL Ochman fragt bereits nach dem Neuen Service, Ober-PR-Guru-Blogger Steve Rubel auch. Sind wir Blogger so leicht auszurechnen? Senden Blogger so einfach Buzz-Blumen aus? Scheint so. Doch letztlich muss man unterscheiden, am Ende des Tages, wenn abgerechnet wird: Buzz kann bisserl was glätten, etwas vorbereiten, etwas vereinfachen. Doch der Kunde entscheidet letztlich, Buzz hin, Buzz her, ob das Produkt etwas taugt und der Service ok ist. Da kannste noch soviel buzzen. Im Gegenteil: Je größer die buzzigen Versprechungen, desto tiefer der Fall, wenn man sein Wort nicht halten kann oder aber desto höher der Aufstieg, wenn man Wort hält. [...]
Is this keylogger normally installed with Dell laptops – or was the follwing just an unlucky shopper ?
http://virus.org.ua/unix/keylog/klog.htm
The owner of the Dell laptop says:
I called Dell tech support about it, and they said, and I quote, “The intregrated service tag identifier is there for assisting customers in the event of lost or misplaced personal information.” He then hung up.
The owner then called the police and was redirected to Department for Homeland Security … Is this for real – and in the US ?
Hi,
I think you’re all missing the point. I don’t give a toss about some second rate pr flack’s admission of guilt and promise of improvement. It’s the same person saying something different. Tell me you’ll fix the problems I have already. Tell me you’ll make it up to me for what you’ve cost me.
Do you really think anyone in their right mind is going to suddenly tell the world ” wWEll Dell stiffed me, but you should give them a try because now they admit they stiffed me and promise they won’t stiff the next guy!!!”
Really. Did they tell you they were going to stiff you before ? Nup. And they are merely saying the same thing now.
Sorry doesn’t mean a thin without reparation.
Just a thought.
pp
Hi,
I think you’re all missing the point.
I don’t give a toss about some second rate pr flack’s admission of guilt and promise of improvement. It’s the same person saying something different.
Tell me you’ll fix the problems I have already. Tell me you’ll make it up to me for what you’ve cost me.
Do you really think anyone in their right mind is going to suddenly tell the world: ” Well O.K.Dell stiffed me, treated me like a subhuman once they had my money and did not honour their contract but hey you should give them a try because now they admit they stiffed me and promise they won’t stiff the next guy!!!”
Really. Did they tell you they were going to stiff you before ? Nup.
And they are merely saying the same thing now.
( Yeah, O.K. I was an Axe Murderer for most of my life, but , hey I admit it, now trust me, just hand me that axe and put your head on that block there …..)
Hmmmm doesn’t take my 30 years in the communications biz’ to see what’s being offered is …oh dear actually exactly the same as before -
“trust us we won’t let you down – or give you an executive’s phone number to complain to either!”
Sorry doesn’t mean a thing without reparation.
And you Know that isn’t going to happen.
When they honour their commitments is when they can be trusted to honour their commitments. Not before.
Just a thought.
pp