Dell’s one2one blog hasn’t been updated since last Friday.
And now it’s been reported that Dell’s one2one blog Dell shares the same name as a porn site, www.one2one.com, a site that promises, among other things, ‘hot live babes ready to please you 24/7’.
This would be funny, except it just shows that Dell’s agency didn’t know enough about the Internet to do the MOST fundamental thing of all: check to see if anyone was using the same, or a similar name.
I’m quite certain they aren’t quite sure which way to go next. They’ve said they’re listening to customers. Now they need to prove it.
Here’s what Dell customers (I am one) want you to make happen NOW:
– Next time we have a problem with our Dell computer, we want some one who speaks intelligible English to take our call
– The accent isn’t the issue though. As long as the person can speak English clearly and make him or herself understood in English AND solve the problem they can have any kind of accent in the world. The people who take Dell customer service calls speak horrible English and act like they’ve never heard these problems before.
– The first person who takes the call needs to know enough to solve the problem without putting you on terminal hold while they try to read whatever manual they are trying to read to learn about the problem. Or are they handling more than one service call at a time and is that why they put you on hold for 20 minutes or more every time they say “I need to put you on hold for a minute.” Don’t waste our time.
– How fast you resolve the issue is at least as important as how fast you pick up the call. I have waited entire afternoons for a tech support person to try to solve a simple problem. Don’t waste our time.
– Don’t tell us to re-install Windows before you try to solve the problem intelligently and knowledgeably. You do that so often that it’s become a joke.
– You say you need time to improve your customer service. How long will it take? Give us an estimated time of arrival and we’ll try to cut you some slack if it’s a reasonable time. Dell Hell customer service is, after all, not a new problem.
And, yes, I still seem to be banned. from the Dell one2one blog.
UPDATE July 19: One of my comments was published today on the Dell one2one blog. Halelulah.
Dell One2One Blog Shares Name With Porn Site.
BL Ochman | July 19, 2006 | Permanent Link | Comments (10) | TrackBack (
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Categories: Alternative Marketing, Blogging and Moblogging, Business Communications, Corporate_Blogging, Customer Service Issues, Internet strategy, Marketing Strategy, Media Relations, Public Relations, Worst Practices
Tags: , corporate blogging, Customer Service Issues, Dell Blog, dell one2one, Internet strategy, one2one porn blog
Tags: , corporate blogging, Customer Service Issues, Dell Blog, dell one2one, Internet strategy, one2one porn blog
From caveat emptor to caveat venditor
I don’t think it’s an understatement to say there is a seismic shift underway in the way people and commercial enterprises buy and sell goods and services. I’m not simply talking about e-commerce on the good old Internet. I’m talking
This story keeps getting better and better. Cudos to you, B.L.
I’m definitely not buying a Dell after hearing this.
B.L.
You are priceless and of course dead on accurate with this post.
The service problems you point out are exactly what I’ve experienced and the reason the laptop I’m typing on now will be the first and only Dell product I ever own. The few times I’ve called their un-customer service I had to scream long enough to get someone that I could understand and every time I called it had to do with replacing a crappy keyboard that had the keys pop off three times from normal use.
PardonMyFrench,
Eric
Ah… reinstall windows. Yes, that one rings a bell. I told them to screw it, I’d fix the problem my way! I did, called them back, and told them how it was done. Of course, they didn’t care!
Eric: Since your name is Frenchman, I’d say you can use french any way you want.
Seriously, other than my initial problem with my current desktop, my Dell has run like a top. But it’s a machine and machines can have breakdowns. That experience, plus all the ones that preceded it with my previous Dell’s was such a turnoff that I bought a Lenovo laptop.
I’d love to believe that Dell do more about their customer service than talk about it. And I’d love them to convince me to buy another Dell. They have the door open, they need to walk through and make their words real.
While I agree with all of your points above, the second one really gets me (“the accent isn’t the issue”). The issue is that the person answering the phone has a couple of scripts from which to read and if you’re problem isn’t covered by one of them, THEY’RE LOST!
As I wrote on an entry on Tom Peters’ blog about Dell. I had someone read me the same script (WORD FOR WORD) 3 times when I called. The funny thing is that after the comment on Peters’ blog Dell hunted me down (emailed and called repeatedly) until they got me.
I then got the contact name and number of a great guy there who told me to call him anytime. THAT was customer service!
The fact that you have to have “the contact name and number of a great guy there who told me to call him anytime” just to get the most basic of service that you have paid for, is an absolutely clear example of how terrible Dell’s customer service is.
I can understand needing to escalate for a complex issue. But right now, you can’t get the most basic service performed without going up the ladder at Dell.
And guess what, that “great guy” may not have the same extension next time you call. That’s what happened to my “great guy” at Dell.
dell on call & dell products are excellent & their engineers are superior & excellent service providers
Glad to see Dell aspiring to such things. Funny,
when Apple makes an announcement like this,
it’s because they’ve done it – switched all
of their displays to LED. Dell then announces
they they’re going to plan switching to LED screens
in the future…. Umm, okay, but rather than the press
conference and greenwashing, how’s about they actually
switch to LED displays, and then we can chat about it.