Wow...Dell....

[Asher]

Michael Dell actually called my dad personally tonight to make sure there were no problems with the new computer, to ensure that he was satisfied.

He mentioned the one thing he hated was all of the pre-loaded software he didn't want (McAffe, etc) -- Dell said that they plan to provide an option in the "near future" to ship the system bare.

[Nubclear]

I believe that you can call, when you place an order, and request that the computer be left bare.

[Jaguar]

Originally posted by Jaguar
I think random luck can play a huge role in what companies people end up liking. When travelling on United Airlines, my plane has been cancelled, broken, delayed, or something of the sort for six consecutive trips. When travelling on American Airlines, I have never had a plane delayed.

I think American probably is a slightly superior airline, but not nearly to the extent that my personal experience would have me believe.

Since this thread was bumped, I should point out that the United Airlines streak has been extended to seven consecutive trips.

[Eroberer]

Back, almost 5 years ago now, I bought a Dell, and a week later they came out with a special promotion where you get either, 1) a free scanner, 2) a free cheapo PDA, or 3) a free something else....anyway, it's not really important. My point is that my Dad called up just randomly about something, and they offered to retroactively do the promotion for us. I got a free cheapo PDA from them. That made me realize that Dell was a good company to deal with.

HOWEVER, over the last 5 years, all I've ever heard is that their customer service has gone in the dumps. I still received pretty quick fixes to my little ol' laptop, but it was an increasing pain to deal with the guys on the phone who had NO idea what they were talking about.

So anyway, I'd say that yea, you're probably right. They let their previously excellent customer service go in the gutter. I imagine they thought they'd get some money out of it, but I doubt that's happened.

[Nostromo]

Michael Dell actually called my dad personally tonight to make sure there were no problems with the new computer, to ensure that he was satisfied.

You're kidding, right? You're just checking if we're reading your posts? If you're not kidding, it means Dell really cares about what Fortune magazine writes about them.

[snoopy369]

Originally posted by nostromo


You're kidding, right? You're just checking if we're reading your posts? If you're not kidding, it means Dell really cares about what Fortune magazine writes about them.

Oh, I believe it. I can't imagine them not having someone very high up call him, if he made this big of a deal of it. A call takes about five minutes, and a call from someone like Michael Dell can make a huge difference in the ultimate likelihood of your father coming back, or more importantly (MUCH more so) since he's likely to tell people about getting the call (under the assumption that people generally like to tell others when they talk to someone famous or important) it might either counteract some of the negative publicity they acquired as a result of this and/or even cause positive publicity.

The saying goes, every time you do something 'right' a customer tells one other person about it. Every time you do something wrong, that customer tells ten others about it. Perhaps exaggerated, but nonetheless the idea is true. Anything you can do to counter this is worth it.

Think about it - how many of you, after each of Asher's posts about his father's problem, would have changed your mind about buying a dell? If they'd cut off after the bad situation, a lot would probably change their minds to 'no'. After replacing it with a much better model, perhaps some would have changed to 'yes'. Now that Dell clearly takes a personal interest in fixing the issue, how many have changed their mind further?

[Asher]

Originally posted by nostromo
You're kidding, right? You're just checking if we're reading your posts? If you're not kidding, it means Dell really cares about what Fortune magazine writes about them.

No, I'm not kidding. He called and spoke a few minutes with my dad.

[DaShi]

Now your Dad just needs to ask for Jack at Jack in the Box.

[Wiglaf]

Originally posted by Asher
Michael Dell actually called my dad personally tonight to make sure there were no problems with the new computer, to ensure that he was satisfied.

He mentioned the one thing he hated was all of the pre-loaded software he didn't want (McAffe, etc) -- Dell said that they plan to provide an option in the "near future" to ship the system bare.

I guarantee you that it was not Michael Dell. Granted I have no way to actually guarantee that, but you know what I mean. You cannot either..?

[Asher]

If Dell hires people to hold conversations with people and identify themselves as Michael Dell, they'd be in some hot water I'd imagine.

[Zopperoni]

Michael Dell has to call a lot of people every day then.

[Jon Miller]

Originally posted by Asher
If Dell hires people to hold conversations with people and identify themselves as Michael Dell, they'd be in some hot water I'd imagine.

If people found out about it, for sure. Hasn't stopped some companies from trying, I am thinking. One thing though, always someone says at some point what their work is.. and word starts to get arround.

I think it is reasonable to think that Asher's dad did speak to Michael Dell, unless there is evidence to the contrary.

JM

[LordShiva]

Maybe Dell hired another person called Michael Dell just for this purpose?

[Alexander's Horse]

My Dell is very noisy

[Nostromo]

Expect a phone call from Michael Dell.