If You Want Good Customer Service From Dell, You Must Pay More
from the oh,-that's-nice dept
I’ve talked many times in the past about the awful experience I had in 2000 with my Dell laptop. After being a very happy repeat Dell customer since 1993 I will never buy another machine from them. Their customer support experience (which had been great, the few times I had problems in the 90s) was now terrible. It seemed that in the past year, there have been a number of examples of how that service has become even worse. Dell says they’re trying to respond to these criticisms, and their latest move is to make customers pay extra to get the customer service they deserve. On the face of this, it might make sense, but if you look a little more deeply, it’s a sham. When I bought all of my Dell computers over the years, they certainly weren’t the cheapest machines out there. I had paid a bit extra with the expectation of the “world class” service Dell promised. The price of that service was already built into the price of the computer. To now start charging even more is to charge customers twice. Also, this only gives Dell more incentive to avoid fixing the root causes of their problems, since their customer service operation now becomes a profit center.