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.

Haha I Take It Back

Or maybe this is why Dell is at the top:

http://www.chicagotribune.com/business/chi-biz-dell-computer-settlement-jan12,0,3118566.story

Just Let Me Buy the Thing Already!

Most technically people I know hate talking to sales guys, preferring to instead do all their own research and buy from a website. I'm going to share a short story with you all about sales people.

A small web business decided to move from rented servers to owned servers, so the owner bought several server machines and rack space. He decided to save money by buying the hard drives and memory separately from the servers. However, when the server arrived, it did not come with the necessary drive rails for the hard drives. The company did not sell the drive rails, only the hard drives themselves with rails attached... for hundreds of dollars each!

If you follow the Stack Overflow podcast or blog, then you know that this owner was Jeff Atwood, writer behind codinghorror.com and cofounder of Stack Overflow. He ended up buying the drive rails on EBay for the right price, so the story ended well. But when I read his story, it reminded me of an exchange on the SO podcast I heard earlier. Jeff and Joel discussed that Dell sales guys give you a better deal than the website, and that "Dell is paying me [Jeff] to talk to a sales guy, and they are paying the sales guy a commission" (paraphrased).

I think they misunderstand why Dell wants businesses to talk to sales guys, and the story at the top of this post illustrates Dell's thinking. Companies want you to be happy with your purchase. They want you to buy from them again and to tell all your friends/coworkers/everyone how awesome your company is. The sales guys want you to be happy with your purchase so you don't return it and cost them their commission. So everyone at the company wants you to be happy with your purchase.

And they know things! They know how many drive rails come with each server unit and if replacements are available. They know if the laptop you want comes with a replaceable motherboard. They know the answers to the questions you didn't know to ask. And they know that happy customers are worth 5-10% off the bottom line.

The moral of the story is twofold. One, Dell knows what it's doing. It didn't rise to be the #1 seller of computers because of their pretty colors. Two, that people should consider talking to sales guys before making a purchase, no matter how much research they did. [UPDATE: Joel actually mentions this to Jeff in podcast 35, so he's still cool.]

Important caveat: this only goes for legitimate companies concerned with their reputation. Vince from ShamWOW doesn't care if you're happy because he got his $19.99 plus S/H.