Dell Customer Support
November 10th, 2008 | by Ridhima Suri |Recently I had a very good customer support experience.I am writing this post to
a)inform people that Dell has one of the best customer support systems, and
b) to encourage people to get in touch with Dell customer support.
Here is my story.
My Dell Inspiron 1525 laptop stopped charging. I did not know if there was a problem with the adaptor or simply an issue with the power inlet. My friends had scared me with their own stories of customer support where they were forced to send their laptops for complete examination for almost 10-15 days. I shuddered to imagine my life without my laptop and kept postponing the call to the customer support. Later I realised I was so wrong.
October 31, 2008
On Friday afternoon (October 31, 2008) I finally decided to contact Dell Support. I checked their website (http://support.dell.com/) and noticed a customer care number (1800-915-3355) and a tiny link for ‘Live Chat’. I was tempted to try chatting instead of calling. I was prompted to enter the service tag of my laptop and was quickly connected to a customer/tech support representative. The tech support person was very polite and understood what the problem was. He however wanted to run some diagnostics on my system (that is when I thought he would ask me to ship my dear laptop..:((( ).
Fortunately he did not. He simply asked me if I would allow him to look at my screen by installing a software. I graciously followed procedures and within minutes he looked at my system (i was not controlling the mouse) and within 5 minutes he informed me that there was something wrong with the motherboard and the adaptor and that new parts would be shipped within 1-2 business days. He explained that a Dell engineer would visit us and replace the parts in our laptop. Woww!! I was totally amazed at the offer. So much for some notions I had about after sales service at Dell! I always thought that to get a laptop fixed there was a need to
- deal with long customer support calls.
- ship your laptop to them.
- hear from them after days or weeks.
As it was a friday there could be nothing done over the weekend. He concluded the chat with an assurance of getting my laptop fixed very quickly. I was glad he said that. Within 10 minutes I received an automated call from Dell Support to make sure things were alright at my end. I was thrilled.
November 3, 2008
Monday (November 3, 2008) We got an early morning call from a Dell engineer hoping to come to our place to fix our laptop. We set up a time and he came in at 12 pm with the parts scheduled to be replaced. He worked on our laptop for about an hour and declared that the laptop was fit as a fiddle! He was an engineer at QualServe and apparently Dell has outsourced technical assistance to smaller firms all over the United States to speed up the service time.
After he left I again got a call from a customer service representative to ensure all was well at our end. I appreciated his effort and hoped that my laptop would not show any negative signs. He gave me his contact number should there be any issues to deal with.
There were none. Even though our laptop was in warranty period, I was glad we took a 3 year insurance to avoid any contingency. We got an email the next day about a satisfaction survey. We were happy that the journey of our laptop trouble was very short (October 31, 2008 -November 3, 2008). We were highly satisfied and gave them a 10/10!
I thought this was not a simple case of ‘customer satisfaction’. Dell wanted to ‘thrill’ their clients by drastically reducing the customer service lag time.If you have any issues with your Dell laptop do not hesitate to contact the customer support. the experience is amazing and yes they fix your laptop!
For more details browse the following link : http://www.kosmix.com/topic/dell_customer_support
