Dell Update: The Promise

A senior rep from Dell's "Resolution Expert Center" called and emailed me on Friday, as promised, and said Dell will be extending my Gold service contract for one year and sending me a USB Memory Key. That's instead of refunding the $40 I had to spend to re-purchase software I already owned because of a Dell tech support person's incompetence.

Dell's definitely trying to turn customer opinion around, and apparently has begun to realize that customers, not ad agencies, are the keepers of reputation.

What will matter now is whether Dell's service actually gets any better. Because otherwise, Dell will continue to lose market share and sales until there's real change in the way Dell treats its customers.

Hi B.L.,

I've been trying to get resolution from Dell on a straight out bait & switch issue that began for me around July 20th, 2006 and although a Dell gold rep contacted me on Sunday via E-mail, it was to tell me he would try to find someone (else) to help me. I haven't heard from him since, not even to respond to my E-mail.

I've been keeping a record updated of what's going on with this issue in a quasi-blog at http://DellLied.googlepages.com I know it's rather rambling and whatnot, but this is not my forte. I just felt I had to do something, and many people have contacted me to say they are in the same boat I am, with the same problem. If you ever hear from Dell again, please send them my way. My e-mail is on the URL I posted, and you're welcome to give them my e-mail from this comment. Thanks -DL