Tuesday, April 22, 2008

[New York]: Dell: Pay us extra to solve the problems we caused you

Wow, this is a good one:

Would you like to contact the same "dedicated" team of customer service reps every time you call? Would you like those reps to be "empowered to address a comprehensive range of issues?" Would you like those reps to be "based in North America?" All this can be yours, if you're willing to pay extra for it.

From Dell's press release:
Dell's new premium support service is to provide a dedicated team of technical professionals which customers can contact directly for support of any Dell-branded product. This new fee-based offering is designed specifically for those customers who want to engage with the same dedicated team each time they have an issue with any of their in-warranty Dell-branded products.

The premium service offer provides household support by an advanced support team in North America for one year. The technicians are empowered to address a comprehensive range of issues across the breadth of Dell's product line.

"Our commitment to a great customer experience has never been stronger," said Ray Roman, vice president Dell global consumer services and support. . "This premium service is all about making the tech support experience more personal; users who want high-touch support can now receive it. We're excited to bring them to the market."

I work in PR right now, and I totally cannot believe how they managed to sell this with such shameless enthusiasm. Like you should be excited to pay them to get good service solving the problems that Dell itself caused with its faulty products. They are totally admitting that the normal standard for service is incredibly low - and they have the nerve to say that you should pay extra for something a little better. Wow!


At 7:15 AM, Anonymous Anonymous said...

See I Pay For This Service and What you don't understand is that they are not fixing their mistakes as this is more how to support than hardware support. Dell Is Accualy Doing a good thing!


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