too big for their britches
Mar 25 '00 Write an essay on this topic.
the reason i paid an extra 1000 bucks for my dell laptop (inspiron 3500) was the reputation for quality service. i have had my unit for about two months. a few weeks ago the lcd monitor went on the fritz. i called dell to determine the problem and within hours of determining the computer had internal problems, an airbourne delivery guy was at my door with a box and packaged it to be shipped. excellent service...yes; but that was the end of the road. i was told that it should take 24-72 hours to receive the computer back ready to rock and roll. since my whole business is reliant on my computer i gave a sigh of relief when i was told that the turnaround time would be minimal. the next day i called to ensure receipt and sure enough they had received it at 7;:10 p.m. that very night. i was sure i'd get the thing back in no time. well to make a long story short after two weeks of calling 3-4 times a day and getting every excuse in the book why they couldnt locate my computer, that they hadnt received it, that their servers were down (a customer service favorite) i finally got some info that the part was ordered but sent to the wrong location. amazing that the largest computer company in the world, whose reputation is reliant on its customer service skills, can't seem to locate and send a part to the proper location nor can it tell its clients of its status of why they havent been able to conduct their own business for two weeks because of the ineptitude off their internal operations. i also appreciated the average wait of about 40 minutes to talk to a tech support rep. as a small time ceo of an internet startup i have spent the last few weeks waiting for my computer so i can pitch a potential investor for a measly $250,000 so i can get my proof of concept. thanks to michael dell and crew i may have missed a very good opportunity that would change my future. i think mr. dell should cough up a few million bucks as a concession...dont you? but why would he do that, i am just a fool who fell for the old adage of pay more get more... when i do get funding and i have to staff 30 people with computers i am sure gateway will be thrilled to get my business. shame on you dell.
*this will be forwarded to every email address i can find at dell.
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