Sunday, August 5, 2007

Real People are Listening? Tommy, the Pinball Wizard Hired by Dell

Well, despite Dell's claim on the direct2dell blog that "Real People are Here and they are Listening" they don't mention they hired the Pinball Wizard himself... although he is Deaf, Dumb and Blind he does play mean pinball.

Sadly, he is unable to respond to even the simplest requests for information. Which seems to suit Dell just fine.

Dell contacted us on July 9th, they wanted to do a follow up because our complaint is listed as "unresolved". The technician wanted to arrange a time to call and see if he could find a solution. Wait a minute, didn't we already do this with technicians months ago? We already know what the problem is, they sold us an Edsel.

The dead motherboard will not be resurrected by a phone call, the refurbished motherboard they offered us for $700 is not a cure either... we know all this already. So why call in the first place you might ask?

Well, there is more! After struggling to find an appropriate time to call, the technician says he will "call back" and we haven't heard from his since!

Way to go Dell!

Well, how does the Pinball Wizard fit in to all this? I posted to dell's website direct2dell and asked Lionel what was going on? Haven't heard from him either so I can only assume he has been fired and replaced by "Tommy".

Perhaps the slogan should be "Real people are here, and we are listening, but we are deaf, dumb and blind and what's more, we don't give a shit!"

How can people screw up so badly? Customer Service is in it's infancy at Dell but this is ridiculous...

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