Finally, Customer Service Satisfaction from Dell

Following my public outburst from my previous post, my computer was finally serviced yet again and everything was fine and dandy for a day or two. After watching a movie on my computer that caused the fan to spin up I noticed that there was yet again another issue. While the fan was spinning a grinding noise was created (probably from a failing or loose bearing). The next day I received yet another call from Dell’s Technical Support team. They inquired about my laptop to which I replied with the complaint about the fan noise. Unlike previous times I was passed quickly along to their manager (this was a surprise) and I spoke briefly with him.

I explained my issue with the manager and he understood how I felt and even said that the numerous repairs on my laptop was excessive and unreasonable. Even though this was obviously a monetary choice for them (servicing computers is expensive) I felt like someone over in the Indian call centers finally understood my situation. He told me that we had two options: 1, have the laptop serviced yet again and hope nothing else goes wrong; or 2, have the laptop exchanged for another one of equal or better quality. I didn’t hesitate and quickly accepted the exchange.

A few phone calls and days later I received another call about my laptop exchange. To my surprise, I was offered a Dell XPS 9530 with the following specs:

  • QHD+ Display (3200 x 1800)
  • Quad Core Haswell i7-4207HQ processor (2.2GHz turbo up to 3.2GHz)
  • NVIDIA GeForce GT 750M Graphics w/ 2GB GDDR5 dedicated ram
  • 16GB DDR3L ram
  • 1 TB 5400 rpm SATA Hard Drive + 32GB mSATA Solid State Drive
  • Windows 8.1
  • Microsoft Office 2013
  • and more

Basically, we can all say that Dell was hooking me up. This wasn’t something equal or even minutely better, it was a complete upgrade. I am a little suspicious that someone up high in the management hierarchy was pulling a few strings to quiet me down because at this time I was getting very vocal about my complications with Dell computers. Regardless of the fact, as a consumer my needs were finally being met and I was happy. 

Several business days later I finally received the exchange laptop. Everything about the new laptop fits my expectations of what a 2,000 dollar laptop should be. But let’s not get ahead of ourselves here, this isn’t a review of the XPS 9530 (that will come later).

The Bottom Line:
While Dell may have taken monetary hit by sending me a brand new computer, they have re-opened the possibilities of making ten times that back. My faith in their customer support still wavers, but I don’t think it is something that can’t be fixed. If there is any advice or criticism that I have to give Dell managers that might be reading this article right now it is as follows: There will always be situations that can’t be handled by following the scripts given to your representatives. When issues like mine come around, you’re going to have to take the time and treat that customer as a person. This is especially important if they are educated and computer literate. We aren’t computers and more often than not our problems can not be fixed with the input of a few command lines. Think outside of the box, we know you have the authority to do so. 


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