Linked by Fred McCann on Wed 25th Aug 2004 21:00 UTC
I recently had a bad experience with an application service provider that illustrated a growing problem with technology companies- lack of service and support. We have grown complacent as technology consumers and we allow vendors to offer very poor levels of service that wouldn't be allowed in other markets.
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Harald, I assume you work for Dell support?
My Dell laptop's PSU failed recently; having tried the phone "experience" before, and had trouble with the Indian accents, I went for the web approach. After a few days, swapping emails confirming that - yes, it is the PSU, that's why I raised the call about the PSU, I eventually got a replacement sent. I even got a link to track the location of the replacement. The link didn't work - the phone number I was given as an alterative lead to a very helpful lady, who was looking for an entirely different format of reference code, so couldn't help me. Fortunately, a few days after that, the new PSU arrived.
It hisses. That doesn't fill me with confidence - I've just got to get up the strength to speak with an Indian call centre, or discuss values of "hiss" over email, with self-same call-centre.
It's not my laptop, it's work-provided. I'm unimpressed; if I'd paid for it, I'd vow never to touch Dell again. As it is, I simply vow never to spend my own pennies on Dell.