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Customer Service Dead?

January 24th, 2009
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Believe it or not, I just had a great experience with customer service.  What’s even more interesting is that it was on live chat.  Who you may ask actually had great customer service? Why DELL did.  We received a new XPS 420 Vista with 23″ flat panel for Christmas.  As I was putting the system together I noticed that the monitor was not equipped to accept the clip on speaker set power connection.  I kept looking for the power adapter in the box to no avail.  Must have power for the speakers.  So, I jumped on the DELL website and looked around for “power supplies” for a little while with no luck.  Decided to try the Live Chat on the Support tab.  I got immediate connection  and within 15 minuets of starting the chat I had complete resolution.  DELL will be sending me a new speaker set (with power adapter) and return shipment of the old one via FedEx.  I couldn’t be more happy.  Is customer service dead? From what I just experienced, I don’t think it’s dead.  Is this typical?  Will It happen again?    I hope so on both accounts.

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  • Dell has transformed their customer service operation into a best-in-class example as a direct result of the "Dell Hell" situation they went through a few years ago. They've really learned a lot and are doing some great things.
  • Gary Hall
    Rich,
    That's good news. I think the phone interactive customer service may have been different (ie. slower). It seems more and more places are going to the live chat and even "email the problem". Glad you got a good response. See you Tuesday.
    Gary
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