I'm not surprised that Dell Computers legal team are more efficient than their terrible Customer Service team based in India. So it will be interesting now to see what they do next - will they try to contact me and make an offer or will they take it all the way and I'll see them in court.
Looking at my Google Analytics data, I am still getting a lot of traffic from Dell servers, so somebody over there is watching this blog - interestingly I haven't had any further traffic recently from the Radian6 service. I wonder if they changed the way they use it - getting a lot of traffic direct using my name as a search word. Maybe someone in their Social Media team realised that the when they click in the Radian6 report it shows up as a referring site to whichever blog or site they are looking at??
Finally, although my emails to Michael_Dell@dell.com didn't get a direct response, I did get my missing Inspiron laptop eventually - it's just symbolic of the inefficiency of Dell that they offered me compensation worth less than the missing software and making no allowance for the unbelievable hassle I have had dealing with their incompetent customer service team.
To anybody who is struggling with your own Dell Hell, it might be a late order for a Dell laptop or Dell desktop, a problem with Dell technical support, or any other type of Dell after sales support, my advice to keep on persevering and I recommend you do this:
- Keep a note of when and how long it takes you to do anything - this could be how long you stay on hold when you call Dell Customer Services, how long it takes you to write an email to Dell technical Support, or even how long it takes to write a blog post or Tweet about how poor Dell Computers customer service is
- Always ask for a name and email address for who you are talking to - they will not always give it - so make a note of that too
- when you send any emails always set your options to ask for a read receipt and copy everybody you have been dealing with on the same email
- Don't lose your temper on the phone - be polite, but don't let them get what they want which is for you to go away. If you have a legitimate problem, be persistent
- If it is clear that the person you are dealing with has no way to help you, then ask to speak to their supervisor - ask for their name and contact details before they transfer you (or put you on hold)
- If somebody says they will call you back, make sure you get:
- Their name
- Their contact details, name and email
- A specific time when they will call back, or the latest time. Then repeat this back to them as some CS calls are recorded, e.g. "To confirm, you "their name" will call me back by 2pm on "day and date" regarding my complaint about "your problem"
- ask them to email you and confirm what actions they are taking and when they will get back to you
- Their name
- Above all else - Don't Give Up
I hope that helps you with your Dell Hell. I've been dealing with my complaint now since the middle of December 2009...