The Customer Service Survey
Dell Lawsuit
Wed - May 16, 2007 12:48 PM in
Can bad customer service get you in trouble?
I've written a lot over the past year regarding complaints about Dell's tech support, but I never thought it would go this far: the State of New York has sued Dell for deceptive sales practices. Among other things, the lawsuit alleges that Dell "fails to honor warranties and service contracts by misleading customers and making it difficult to get technical support."
Dell, of course, denies the claims, and the company doesn't seem terribly well-liked by consumers these days, perhaps making it an attractive target for a politically ambitious Attorney General.
Also, at the moment, Dell is doing better on tech support than both HP and Gateway in our Service Quality Tracker survey.
Still, it will be very interesting to watch lawyers argue about how long a customer has to wait on hold before inconvenience becomes "failing to deliver on promised customer service" and a "deceptive business practice."
Posted by Peter Leppik
Dell, of course, denies the claims, and the company doesn't seem terribly well-liked by consumers these days, perhaps making it an attractive target for a politically ambitious Attorney General.
Also, at the moment, Dell is doing better on tech support than both HP and Gateway in our Service Quality Tracker survey.
Still, it will be very interesting to watch lawyers argue about how long a customer has to wait on hold before inconvenience becomes "failing to deliver on promised customer service" and a "deceptive business practice."
Posted by Peter Leppik
Posted at 12:48 PM | | | | |