With all of this talk about poor customer service today, from the blogger who tried to drop AOL to other reports during the day on CNBC, we thought we’d recount an experience we had only yesterday.
Early in the afternoon, the hard disk in our favorite laptop crashed. We were not happy. Having been through this before with another computer, from the sounds the machine was making and the errors and BSOD’s we were getting, a little voice in our head told us that the drive was probably toast. Not only were we pissed that the drive would probably have to be replaced, creating hours of reinstallation busywork, but worse, we were faced with the daunting prospect of having to call Dell for service, which given our last few frustrating experiences, made the situation even worse. So we dialed the 800 number, held our breath, and braced ourselves for the worst.
Shockingly, it was relatively painless. The call, which was routed to the Philippines and handled very professionally, lasted all of 20 minutes, on hold and troubleshooting time included. It probably helped that we had alot of crash related data already at our fingertips. But since we’re usually on the phone with Dell in marathon sessions where by the time we’re through, we’re pissed beyond belief ready to rip our hair out, we were thrilled to have escaped the usual Dell support hell.
We just got our hard drive, which was overnighted. Thankfully the Dell part was easy this time. Now the real fun begins. Pffffffft!
Tags: Dell
