Dell to Customers: Go to Hell, Unless You're Rich

So, just out of curiosity, what's your take on American Express offering a higher level of service to those who can afford to pay (and get invited to have, even), its black-styled Centurion card? Is that being short-sighted about the rest of its customer base, which surely outnumbers those who will ever get - let alone see - a Centurion?

I'm sure the company believes that it provides an excellent level of customer support to all of its clients, but has a "go the extra extra mile" philosophy for those who can (and choose to) pay more?

If that's the case, then Toyota, Honda and Nissan must have no idea what they're doing with the luxury brands they have.

Arguing customer support at all vs. a higher level is one thing - but coming at a company for having a higher class for those who buy higher-end products is not so out of line. We're not talking about "no respect" vs. "all the respect" here. Dell's problem with things that JJ has pointed out is one thing, but how is it so clueless to offer something like this?

Sure companies can offer premium products at premium prices to those who can afford it -- IF they have the basics of service and product quality under control. Dell doesn't.

It's pretty dumb marketing for a company that is under fire for its lousy customer service to announce that it will now provide a higher level of service to people who can pay for it.

They have been totally unresponsive to criticism from bloggers and major media. This announcement just makes them look clueless

Understood - except surely this whole XPS thing has been going on a lot longer than just recently. I've been seeing ads for it for a lot longer than I have seen Jeff and others commenting on their poor customer service.

I'm not disagreeing with your commentary on how it makes them look, I just felt it read a bit off from my perspective. I've got to say that this isn't exactly new - these kinds of things have been going forever - it's just now there's a place for people to vent to a lot of folks about it.

They had a ton of MSM press today, so they must be making a push for the high end market.

You guys ought to post your story at http://www.gotohelldell.com. Yes, it is a real site.