Wednesday, August 27, 2008

My Nomination for Useless Blog of the Year

Well, I thought I had it sewn up in the catagory of "Useless Blog of the Year" until I went along to good old to check out the latest from Dells' Talking Heads.

Perhaps inspired by the recent Olympic Games, Dell has recently been putting on a display of customer service that is astounding observers and customers alike. Last year at this time the crisis was selling laptops to students, knowing they were needed for the school year and also knowing they couldn't possibly deliver them on time. This year it is melting graphics hardware.

Check out the Dell company blog site dealing with the Nvidia meltdowns and for a laugh wade through the thousands of comments from unhappy, angry customers. Dells' resident talking head makes his contribution to the discussion in two ways 1. Announcing the Party Line 2. Responding to comments to his blog posting. And for those two reasons I think Dell wins the useless blog award hands down.

These aren't blogs, they are the party line, and the concept of Dell communicating with customers is a laugh. The chief blogger, in both the blog and his responses to comments, simply states the party line and recycles techie info. He does not respond ONCE to a unhappy customers comments. So what is the point?

Now that is what dell does so well in regards customer service, chart a new course and then ignore the fact that the ship isn't turning and continue full steam ahead on to the rocks...

1 comment:

Anonymous said...

I ordered a Dell Inspiron 1521 on 8/5, and the delivery date was 8/20. Since then, my order has been delayed 4 times. I have called customer service each time. Answers vary from, "we don't know anything you don't know" to "it's still in production" to "you should understand that a company like ours has no control over when an product gets made." I was refused "escalation" to a supervisor 3x, with excuses like "he/she is not here" or I was simply hung up on. When I finally got through to 1 manager, he also told me he didn't know when production would be completed and without listening to me further, hung up as well.

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