Tuesday, October 4, 2011

A Wasted Opportunity

Just got a call from someone representing Dell (may have been outsourced) who tried to up-sell me on a more expensive warranty than the one I purchased with the laptop I bought a few months ago. The rep was extremely pushy, despite my gentle and polite but firm insistence that I did not want what he was selling. I finally had to hang up on him (I suppose I could have lied and told him I no longer owned the computer, but I wanted to see how the truth would work).

Seriously, Dell? I try to defend you, but then you pull a terrible customer service move like this. You had an opportunity to have a human conversation with me about how the laptop was working out, seeing if there was anything I needed help with. Instead, you insult me as a customer.

When my father bought an iPad, he received a custom email a month later from the sales rep asking how it was going and if he could help. Nothing about money or sales, just making sure he was settled and happy. The rep then helped my father fix a problem he was having without referring to outsourced tech support.

See the difference? Forget about the relative performance of Macs and PCs. The meta-ownership experience of the two systems are light-years apart. This is something that seems so easy to get right, and yet PC manufacturers (and plenty of other companies... ask me about my GM experience sometime) continually get it wrong.
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