The Customer Service Survey
Dell listening?
Thu - April 5, 2007 01:35 PM in
A while back, it seemed that I was writing about another Dell support horror story every week or two. I have nothing against Dell (I'm a Mac guy myself, but that's mostly because I can't stand the security problems in Windows), but there was just a flood of them.
Now it seems that there has--maybe--been a response. According to Jeff Jarvis, the blogger who arguably started the tsunami of customer complaints, Dell has started aggressively courting bloggers and tracking online opinions.
Bully for them. And our own research shows that, while Dell is far from providing stellar technical support, they're also far from the bottom of the barrel, too.
So time will tell if support quality is really improving or not. Sometimes it takes a crisis to trigger real change.
Posted by Peter Leppik
Bully for them. And our own research shows that, while Dell is far from providing stellar technical support, they're also far from the bottom of the barrel, too.
So time will tell if support quality is really improving or not. Sometimes it takes a crisis to trigger real change.
Posted by Peter Leppik
Posted at 01:35 PM | | | | |