Please do not underestimate the power of the Internet nor the tools available to the little people. Someone at Dell Corporation has seen this post. The proof is in the stats you can see in the image below. Now, what, if anything will they (Dell) do about it?
I WILL BE HEARD!! I WILL NOT BE SILENCED!!!!
The following is a letter to the entire Board of Directors at Dell Computers. I had to wait a few days to compose this letter because, believe me, I was heated!! Like many U.S. companies, Dell has outsourced its most of its customer service calls to India. I think I would be safe in going out on a limb to say this fact plays a large part in Dell’s reps being clueless in “customer care”. The language barrier is only one small hurdle you have to face when dealing with these oblivions.
I will spare you the ugly details only because when I tell the story, it only makes me angry again. Read the letter below and feel free to share your stories in the comments section.
This letter is to inform you that Dell has lost a customer and potentially thousands of dollars in revenue due to less than sub-standard customer service. In the big scheme of things this may not mean much to your bottom line but I am certain that I am not alone in my frustration or actions.
A few days after opening a Dell Preferred Account, on August 14, 2008 I placed an order for an Inspiron 1525, a laptop bag, and a wireless printer (Dell Purchase ID #*******). Thinking I would spend less money by upgrading the memory on my current Inspiron and purchase an external hard drive, I cancelled the laptop order and bag the same day with the intention of purchasing these items from Dell. I was able to cancel these two items without any issues. I informed the representative that I wanted the printer order.
With this task completed, I would check the status of the printer order periodically. On Monday, August 18, 2008, I checked the status of this order (Order #*******) and its estimated shipping date was Aug 25th. On Tuesday, August 19th, I checked again and the order had been cancelled – not by me.
I immediately placed a call to you customer service department (more than likely a call center located in India given the accent of the rep). After explaining the situation to the representative I was tersely told that my one and only option was to place the order again. He could not give me any information on who cancelled the order nor why and he refused to transfer me to a manager stating I would be told the same regardless to whom I spoke. This infuriated me beyond words. So much so that all composure and civility flew out the window as I let him have a few choice words.
Due to your customer service representative’s lack of service and unwillingness to even attempt to investigate the issue, I closed the Dell Preferred account, which at a 13% interest rate would have garnered Dell some income on a $5,000 limit, no doubt.
You see, I can spend my hard earned money any where because Dell is not the only show in town. Losing one account may not even register a blip on your bottom line radar but please know I will tell everyone with whom I come into contact about my experience. Family and friends who often come to me for computer advice, co-workers, and the many people who visit my blog – this letter will be posted there as well. In this viral age, this can spread via the internet so fast it could flip your wigs.
In closing, I would like to suggest some extensive training on “customer care” for your overseas employees. All it would have taken to avoid the situation was for your representative to offer to look into the situation and call me back. He could have come back to me with just about anything, truth or not, and the effort would have been appreciated. But alas, he didn’t and here we stand.
5721 ******** Drive
******, GA 30***