Wonder of wonders. Less than 24 hours after emailing and blog posting my open letter to the Chairman of Dell Computers, Mr Michael Dell, I have actually received an order confirmation for the replacement Dell Inspiron 1545 laptop.
Unfortunately the expected delivery date is shown as 3rd February, so my 12 year old son will have to wait two more weeks for his Christmas present. It's not clear if this prompt action has been in response to any actual communication internally at Dell or just because it was a kick up the backside of the incompetent Dell Customer service reps now running scared for their jobs and being shown up as bloody useless.
Of course, the matter of compensation has still to be discussed and I will await with interest to see what they come back to me with and how long it takes. What is the betting that if I do not chase the useless Dell Customer Service department then I will not hear anything from them for at least a couple of days - at least 50:50 I think.
So Mr Dell, if by any chance you are following this angry rant via your Radian6 social media monitoring service, what do you think I should be given? Maybe you should call your own customer service line and wait for 45 minutes to talk to one of your Indian customer service reps and see what they are going to do.
In fact I think that is a great idea for you - at Amazon we used to all go and work in the Amazon warehouse every Christmas - partly to help with the volume of orders but also to ensure the head office team understand the pressures of the people at the sharp end of the business. Do you do that? Have you spent time with your CS teams recently? Or have you or one of your senior team tried recently to interact with your business as a customer - probably not.
Well maybe you should and experience the pain your paying customers are going through to buy your products - it can't last, you know. Good will and past experience can be stretched only too far until it snaps...
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