Technosailor - Latest Comments in From Hell to Heaven?

Re: From Hell to Heaven?

vaspers former Twitter addict — Fri, 25 Jan 2008 20:03:41 -0000

I sympathize with Dell. They cannot control how Best Buy treats customers. I happen to love Best Buy and have zero complaints. I took a Yamaha synthesizer back, which out of the box did not "boot up" (turn on). Best Buy took my word for it, didn't even try to turn it on to check my story, and promptly issued me a refund in cash.

A national guitar chain argues, and issues a check on an out of state bank, as a reluctant, unsmiling refund.

Best Buy should have refunded your money immediately, or replaced the machine. That's how they treated me anyway.

Re: From Hell to Heaven?

Mike — Fri, 25 Jan 2008 16:45:13 -0000

Tim,

My name is Mike, Iâ€™m a Technical Analyst at Dell corporate headquarters in Round Rock, TX. Iâ€™m part of an internet outreach team developed to interact with the online community regarding technical questions and issues that customers face with Dell products. I read your comment about your purchase at Best Buy and wanted to offer some quick clarification.

Iâ€™m sorry to hear about the failure, I was in a similar situation with an external hard drive so I can definitely understand your position. I know it can get confusing when talking to a number of different representatives and departments, so Iâ€™ll just link you straight to the FAQ on our site regarding Best Buy.

http://www.dell.com/content...

Refer to the question: Who can I contact if I need technical support? It should be able to clear up any confusion about your situation. Given that the system failed to boot right out of the box, Best Buy should be able to give you a quick exchange. I would also recommend asking them to start up the system to make sure everything is working before leaving the store, just to be on the safe side.

Again, I apologize for the situation and the ensuing frustration, but Best Buy will be the quickest and most efficient method for getting this taken care of for you. I hope this information is helpful.

Thank you,

Mike
Dell customer advocate

Re: From Hell to Heaven?

RichardatDELL — Fri, 25 Jan 2008 15:56:03 -0000

we are hard at work on that. For example, check this out:http://www.serviceuntitled....

Re: From Hell to Heaven?

vaspers former Twitter addict — Fri, 25 Jan 2008 15:48:02 -0000

I just posted a discussion of this topic, and quoted a comment on this post, not to bash or trash talk Dell, about whom I am indifferent, but to emphasize the Only Real Solution: not "good PR" and leveraging socnets, but Improve Your Customer Relations.

:^)

Re: From Hell to Heaven?

Tim — Tue, 22 Jan 2008 09:01:50 -0000

I bought a Dell today and the hard drive failed on the first boot up. Called there tech support and got a person that only gave canned responces. After 30 min. on the phone the guy tell me he could not help me and gave me another number to call . I called and they said it was maybe the hard drive. I needed to buy a hard drive and have it there when the tech got to my home. I told them I just bought the Dell to hours ago many times. After repeating myself 5 times they said I need to return it to Best Buy were I bought it and go right to the geek squad desk for repair. Hell I bought a new machine and you would think it would at least boot one time. After that I got on there chat and was told more or less the same thing. I told the chat guy It was there problem and not Best Buy's . I was told that Best Buys told me about a contract between the two about tech support . My only comment was and I repeated myself was I bought a Dell new and they need to replace it or come to my house and fix it free since I would have to drive over a hundred miles for repair......Tim from Ohio In Dell Hell

Re: From Hell to Heaven?

Geoff Livingston — Fri, 19 Oct 2007 13:54:07 -0000

Vaspers, thanks for driving by. Joe, I'd definitely say they've improved. My experience of late has been good. But man, those Macs sure are pretty ;)

Re: From Hell to Heaven?

RichardatDELL — Fri, 19 Oct 2007 04:17:46 -0000

Hi Joe, hope you will let us know how it all works out to because we are listening learning and moving forward to be better because of it.

Vaspers, thrilled your IT advisor has that perspective on our quality. Thanks for letting us know that perspectives and assessments are getting back to where we want to be and grow from.

Geoff, you are right....we are only just started but we are working hard to have the customer walk our halls with us and listen hard and communicate to really nurture relationships with us and our brand. Appreciate the "third party" perspective.

Re: From Hell to Heaven?

Joe — Fri, 19 Oct 2007 01:58:13 -0000

Hey Geoff,
I hope you are right about the changes in Dell. I read everything I could find about the Company and a Product I was interested in and made a decision and purchase online from Dell.
I'll let you know how it all works out. ;-)

Re: From Hell to Heaven?

vaspers aka steven e. streight — Thu, 18 Oct 2007 13:57:36 -0000

My IT advisor at IT360 (Peoria, IL) told me Dell is making good computers again, but I bought an HP Pavilion the other day. But I'm excited to hear about a major company using socnets to leverage online reputation and to interact with users.

Thanks for this report.