I’m about to write a blog post, which I really didn’t expect to be writing. It’s about my experience ordering a Dell PC and the level of service I received.
Dell customer service experience
On Saturday 26th June, I ordered a new PC from Dell. The ordering process was simple and within 10 minutes, I had picked all the components I wanted, so Dell could go and get the thing built. After the order, I used their instant message facility to ask a Dell advisor a simple question, regarding my invoice. The advisor asked for my phone number and by the time I had typed in my question, he had already called me to personally answer it!
Just 6 days later, my new PC arrived in perfect condition – 5 days ahead of their typical delivery schedule.
Throughout the process, I was kept up to date on the progress of my order, via a series of emails and access to a regularly updated tracking section on the Dell website. Just a couple of days after my order was placed, I received another phone call from Dell, telling me that my machine would be ready for an earlier than expected delivery; unless I wanted to pick a later delivery date. When the machine arrived, Dell had already updated all the drivers, meaning the set-up process took minutes. I unpacked it, plugged it in and was ready to start working immediately.
I am left with a PC, which cost me significantly less than a similar ‘spec machine from a big box store. Moreover, I am also left mulling over an outstanding level of customer service, from a company that I had previously heard mixed reviews about.
In the days before social media, it was said that when a customer had a good experience, they would typically tell 3 people, but when they had a bad experience, they would tell 10 people. Today, people have a far bigger voice and hopefully, this will lead to better customer service for us all. After all, no provider wants to see their name or brand slapped all over Facebook or Twitter, for bad customer service.
However, I believe that it’s right, when we have had a very positive experience, to be just as proactive as when we have a bad one. Surely, when a company clearly over-delivers on their promises and exceeds our expectations, they should be worthy of praise, just as they are worthy of lambasting, when they let us down?
What do you think?
I agree with you Jim, we need to spread the good as well as the bad customer service stories! Glad to learn of your positive experience – it sounds like Dell are working hard to improve their ‘image’.
When I recently had a good experience with Vodafone, I was happy to tweet about it.
Only trouble is ….. good customer service examples don’t make for such entertaining reading or viewing as the bad ….
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I like your closing comment Louise. Of course, not everything we write should (or needs to) be based around entertainment. Sometimes it’s about warning others or helping them make better decisions, IMHO.
Nice to see positive feedback among all the moaning and complaining that goes on Jim. Being positive is one thing and I think it boils down to simply being honest.
If its good, say so, if your not happy say so, but be honest. That way everyone benefits.
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Agree completely. Businesses use the feedback they get from customers to fine-tune their customers’ experience (at least, they should if they want to keep growing). So it’s important for the customers to provide that feedback – good, bad, or ugly.
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I agree Kathleen. All feedback is of value, to those who use it – good and bad alike.
Totally agree… I practice this regularly. I love sharing over-the-top customer service stories and letting people know when they do well. I’m glad to hear it all went well for you, Jim!
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So am I Julie!!
That is fine and dandy, a brand new computer. What about one 6 years old? Dell absolutely floored me with their customer service there as well. I was taken aback by the professionalism and great Touch the Technician I had dealt with the problem at hand. I had attempted to replace some memory and was left with a beeping machine – nothing hardly worked at all. The memory wasn’t from Dell ( I was turned on to it), I had no warranty, there was no reason for them to help me, but he stayed with me till the problem was resolved and he made sure My computer was back up to speed. It was a pretty amazing experience.
That’s an amazing story, Brent!
I had no idea Dell’s customer service was that good.
I read this post with some trepidation because I have always had the best experience with Dell. I am glad your experience was as positive and that you were moved to share.
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I agree that we should spend a few minutes to laud positive experiences to the public with as much emotion as we do negatives.
Especially with social media which allows us quick access to people, we’re quick to criticize, often with venom. Jim’s right to channel that energy for a great experience, too.
Very few days pass Gail, where I do not see someone on Twitter really balling out a service provider. It’s all about balance.
I absolutely agree, in fact, I think it’s more important and more worth our time to sing praises of jobs well done. I was recently at Lowes with my Mom looking for some stuff I didn’t know much about.
I hit the buzzer for help, and within seconds someone was there to help. He was so helpful and got me out of Lowes in no time flat (which is always the goal).
After we left I called the Lowes number on my receipt and gave him a glowing review to the head office.
I find that when someone says I’ve done well, I strive to keep that up ~ it’s the same in the business world, when people are doing well, praising them for that job well done will only help to continue that kind of service.
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Good for you Jackie! Like you say, we all like to hear that people have appreciated it, when we have done our best.
That all sounds well and good but I don’t think any of the complaints people had were with “sales customer service.” Let us know how it goes if you have a problem “after” the sale.
You make a good point Matt!
One of the things that I REALLY don’t like, is that companies give you a toll-free / free-phone number when you are making the purchase, then often a premium rate number for support.
However, as Bent said earlier with his 6 year old PC experience, some people get it right long after the sale has been made.
I have had great success with Dell customer service. My last three computers have been from Dell – the first one I bought directly from them and the last two I actually bought via QVC. I’ve only had problems with one of the three and both customer service and the warranty folks were all great in getting that one repaired.
I agree that we need to spend time praising people in the same way that we might complain about people and companies. Just yesterday I had tweeted with @thebrandbuilder on Twitter that one of the things I appreciated about him was that while he frequently calls out bad customer service, he also often praises good customer service.
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Hi Sue Anne. Yes, Olivier always seems to be very even handed in his treatment of the service he receives.
Balance is important.
Great to hear that your latest pc grab was super smooth from Dell. My current desktop is a dell pc from two years ago.
Although I’ve abandoned windows (running Ubuntu for development purposes), the machine is still running as well as the day I bought it (better if you include the OS swap).
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Mine’s going to be an Ubuntu / win7 duel boot!
Thanks for the post. I’ve been hearing a lot of bad about Dell lately and it’s nice to hear something positive. I’ll give them another look next time I need a new computer.
Michelle
If the news of Dell’s ‘below the line’ behavior regarding the faulty PCs that were shipped, and a cover-up turn out to be true, Dell will be untrustworthy from some time to come. I will not do any more business with them, if that is the case.
Another thing to consider about Dell is that it isn’t just for PCs. I purchased two monitors and a big screen TV from Dell this year and I got the same great service and good prices. Between their standard and Outlet stores, they have a great selection. I very much want to love Dell, but if they covered up faulty PCs, I’m not going to be so trusting of them in the future.
Of course Marvin, if what you are claiming isn’t the case, you will still have just planted a ton of bad PR on them with your comment. Such is the challenge to any brand, (large and small) when someone uses a social media platform to make claims against them.
I agree with your comments about Dell, and that they deserve praise for their customer service and follow up.
I first bought a Dell laptop a couple of years ago, and their support was amazing when I had a problem, which was with my network rather than with their machine. They fixed my network remotely though it wasn’t their problem. Guess what? Since then I have bought two further business machines and my wife and I bought two for the grandchildren. Each time the follow up has been terrific, they usually beat their forecast delivery dates (that may be their safety net ploy in erring on the safe side but it’s good business)and we have had no problem whatever.
Dell is a very good company but like all big corporations they will have critics who will make a noise if the slightest thing goes wrong. Every good business deserves credit and praise when it is earned.
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Only last Thursday I was also singing the praises of Dell. Our Dell office printer had suddenly stopped printing, and we had a few other outstanding issues with the set up. We simply couldn’t resolve it in-house. My service call was answered promptly, and the operator dealt so patiently and efficiently with the problem – talked me through exactly what I needed to do, and solved all of the issues I had straight away over the phone. I was so impressed, as it’s easy to become cynical about Call Centres, particularly with IT issues. So full marks to Dell on this occasion too!
Agree…we have to share the good news. That is also why I think it important to write good reviews for hotels and restaurants. Normally, the ones who write are the ones who are not satisfied. As result, good places can receive much lowing star review on the web than they truly deserve.
http://www.kathycondons.blogspot.com
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Hi Kathy. I market a hotel here in the UK and those reviews are always very highly valued.
Companies need to know that in 2010, they HAVE to provide great customer service. People today have a great deal more influence than ever before. They can help build a brand with their recommendations or destroy one with their scorn.
Thanks for the comment.
Its funny we live in a time when it seems that customer service is a dying concept. I had a similar experience the first time I ventured into an Apple Store. For the longest time it actually intimidated me. I was surprised at the level of service I received and that the employees actually like working there, helping customers. Needless to say I am now 100% mac so unfortunately I will never get to experience the support you received. but its nice to hear when companies exceed our expectations.
Hi Marc. I agree totally, regarding Apple’s customer care – I too have always found it extremely good. I’ve used Apple stores here in the UK, as well as France and The US and my experience has been pretty-much the same throughout.
Great post, as usual, Jim. I recently had a similar experience with Dell, although it caused a bit of stress at the time.
A very helpful technician assisted me when I called about a troubling pink line on my 2-year-old Dell monitor. The day before we left for vacation, he told me to expect a replacement in 7 to 10 business days.
You know what happened next, right?
The following Tuesday, same tech called to make sure I received the monitor, which should have arrived the previous day. I panicked at the thought of this equipment languishing on our porch or getting soaked in torrential rains. But I couldn’t exactly fault Dell for overdelivering to the extreme.
Good luck with that new computer.
Jim, I commend you on sharing the props! It’s very easy to focus on the negative and I respect your using this platform to say something positive.
I personally have always been a satisfied Dell customer since my first PC 12 years ago and never quite understood where the criticisms I heard from time to time came from.
Well done!
Jim,
It is refreshing to hear of a good customer service experience. What are your thoughts however on great customer service when buying something but then lacking customer service after the sale has been made and received the product? I have received this treatment too many times and its frustrating to say the least. For me, I would rather have the initial headache upfront, but at least receive an expensive piece of electronics that works and that provides me with great customer service when something goes wrong.
Case in point- car dealerships. They treat you like gold if you’re serious about buying, but as soon as you walk off the lot, the customer service goes out the window when something breaks on the vehicle and it needs serviced. I have had the same type of experience with computers and televisions as well. It just seems like companies are willing to stand behind their products and customer service when they want money, but not so willing once you have the purchase in hand.
You make a good point, Vee. It never ceases to amaze me, when I see how standards drop, with some companies, after they have our money. Of course, the smarter companies understand that by looking after a customer throughout, they drive up sales; through referrals and recommendations. It’s refreshing to have seen, in the comments above, several examples of great ongoing customer service. Thanks for the feedback Vee.
How much did they pay you for this plug?
DELL CUSTOMER SERVICE IS AN OXYMORON LIKE MILITARY INTELLIGENCE.
What service? I called on 8-5-10 and was told I need a hard drive in my 4 1/2 yr. old Inspiron. I signed up for a $105. charge to my account for service for the rest of the year. When I got the paperwork it is for totally different addresses than where I am with the computer. After another 1/2 hr. on the phone, with people who don’t speak English, I may have gotten someplace. She said I should be hearing from the service people in Texas today or tomorrow. I am only 2,000 miles from Texas, up here in Michigan. I sure hope I don’t have to pay mileage. The computer is still not working.
Bill, sorry to hear about your experience. Please reach out to @DellCares on Twitter or http://www.Facebook.com/Dell so we can assist you.
Thanks.
See, you even complain about Dell and they reach out to help you! I’d say that is well beyond what is expected!
I think that with any company that handles thousands of customer touches per day, that there are bound to be some unhappy customers, but overall, I’d say they doing a good job.