Saturday, February 04, 2006

Dell Adds Insult to Injury

I got a bang-up response to a recent post about the sorry state of Dell’s customer service (“Dell Screws Up a Good Thing”).

Out of 28 comments directly related to Dell and the state of its customer service, readers posted 23 scathing-to-nasty first-hand opinions on Dell and five lukewarm-to-positive responses.

So, it might not just be me.

I wrote the blog because, having used only Dell desktops for the last twelve years and had nothing but good experiences the few times I needed to call Dell for service issues, I was astonished last month when a simple walk-me-through-this-wireless-configuration-please phone call turned into a nightmare of New York City Motor Vehicle Bureau type I-don’t-handle-that responsibility-avoidance and please-hold-while-I-get-finish-this-solitaire-game customer-support.

Even the Muzak was terrible, being a bunch of 1980’s syntho-hair-band British pop, including, and I am not making this up, “Hungry Like The Wolf.”

The fact that Dell seems to think Duran-Duran might help an angry customer calm down indicates better than anything how far the once-mighty have fallen.

So when I received the following email, you can imagine what went through my mind.

Your Dell service contracts expire in 60 days

Dear Jeffrey Matthews,

Some of your Dell service contracts expire within the next 60 days. It’s time to make sure all of your vital systems are well protected, and Dell is here to help.

Dell makes it easy to stay on top of everything You’ve got hundreds — maybe thousands — of systems to manage on a daily basis. Each one of those systems is business-critical to somebody. Your Dell service contracts can help you keep all of your Dell equipment up and running with as little hassle as possible. Unless you let those contracts expire.

Call 1-877-825-5385 to renew today!

Get the most out of your systems — and your staff

Your IT systems represent a huge investment. With Dell service, you can get maximum value from your equipment and reduce downtime. Plus, because Dell handles any problems that arise, you can save on costly repair bills and free up your resources to focus on higher value tasks.

Listed below is a status of some of your service contracts that require immediate attention:

Call 1-877-825-5385 to renew today!

If your service contract has expired and exceeded the 30 day grace period, you will be subject to a reinstatement fee up to $200 per machine.

Call us to renew!

A Dell Service Sales Representative will help you select the best options. Call today!

Renewing your service contracts is a smart choice, especially when you consider the potential impact on your bottom line. But you’ve only got 60 days until your contract expires, so call us today!

Dell Service Sales

P.S. It’s a good time to consider upgrading your services for any crucial or high-risk systems. Dell offers additional services tailored to unique needs. A Dell Service Sales Representative will help you select the best options. Call today!

Call “a Dell Service Sales Representative”?

As Jack Nicholson once said, “I’d rather stick needles in my eyes.”

Jeff Matthews
I Am Not Making This Up

© 2005 Jeff Matthews

The content contained in this blog represents the opinions of Mr. Matthews. Mr. Matthews also acts as an advisor and clients advised by Mr. Matthews may hold either long or short positions in securities of various companies discussed in the blog based upon Mr. Matthews' recommendations.


Its_strange said...

Now the NY Post reports Bono is looking at TTWO . Sounds like nonsense to me but if he is maybe he will find out what TTWO was doing with " Tons of extremely valuable art" in its office at 575 Broadway . Maybe he can also figure out why TTWO bought game distributor Jack of All Games located in NYC and than seemingly had Corner and Big Apple distribute ( and park , read the SEC suit ) its games in the NYC area.

bpl1000 said...

Hi Jeff,

Great topic. Evidently, the computer industry is getting attacked from all sides- cheaper computers, and even cheaper printers. But as long as the computer last a couple years i.e. 3 yrs at least, I will take low prices over servicing quality any time.

Painless Florida Real Estate said...

I recommended and bought only Dell in my corporate job. I called tech support recently and got India. I followed his steps and somehow fried my system board while on the phone. No more Dell.

Michael Oppenheim, MD said...

It is a tradition to publish only denunciations on these blogs, so this will be an outlier. My experience with Dell service over the past fifteen years is positive. A few years ago, a USB port stopped working. I called. A technician came to the house and replaced it.... Nine months ago, my five-year old desktop crashed. I spent hours on the phone. A technician made not one but three housecalls, replacing the hard disk twice, the motherboard, and several other components. Eventually, the problem was solved. My cost - nothing. I plan to renew my service contract.