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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.