Customer Service Stories, one good and one bad

Dell SucksToday I have had a couple of customer services stories that I thought I would share. Both are technology related so appropriate to blog about.

The first is about my telecom’s provider Orcon.

I switched to Orcon which proved to be the most painless switch from one provider to another I have ever experienced. I have already blogged about that. I was also gobsmacked to have one of the lovely Orcon Girls also come around and enquire how the swap had gone. Again gobsmacked….here was a company that appeared to truly love its customer.

Then I was called up by Orcon to say that our DSLAM in Howick had been upgraded and I could now have broadband at “full noise”, not only that the plan they offered was cheaper and bigger!!!! I am now raving about Orcon to everyone I meet.

Today in the mail I received a letter from Orcon, again thanking me for swapping and providing a handy little card with all my details on it should I need assistance. Right now not likely as they seem to be able to read my mind. Included with the letter was also a Orcon customer card which entitles me to a 2 for 1 movie pass at SkyCity Cinemas for w WHOLE year. Now, with two kids in the household this little card is worth Gold.

Orcon rocks, everyone should swap to them for phone, internet, everything. Big ups to Orcon for outstanding customer service.

Now to the second tale. This one ain’t happy.

I recently had the misfortune to experience Dell‘s customer service. The old man had a PC that finally shit itself after gentle coaxing for several years. He had previously replaced other PCs at the business with Dell machines which by and large work fine. Most of his IT problems arise from a series of Chair-2-Keyboard Interface problems that largely resolve themselves when the interface gets the sack.

Anyway the fault with the old shitter was terminal so it was decided to replace it. Onto Dell’s website we go, see a great deal, then enter confirm, customise, confirm, press this, then that customer hell otherwise known as Dell’s online purchasing system. FFS to process the credit card took more than 5 screens!!! So far so good though.

Email arrives says shipping in 2-3 days, here is your invoice, so far so good. Then today Dell lost a customer and that customer has a son with a popular blog and so now Dell has a PR disaster on its hands.

Another email arrived. It was polite, it thanked the old man for his purchase and then it told him that his 2-3 days had slipped to 2-3 weeks……maybe. Faaaaaaaarc!

His p.a. tried in vain to ring Dell….that’s if it is indeed Dell after traversing several time zones and countries. The call I think went from New Zealand to Australia to India and finally to Malaysia. They were all terribly sorry but……

Well I’m terribly sorry but what sort of global organisation takes orders for products with out inventory checking? It is basic, simple, standard business practice and Dell sucks at it.

In this day and age it is simply unacceptable to have a 2-3 week delay for ANYTHING purchased of a website let alone from one of the icons of the information age. On this performance if I held Dell stock I would be dumping it, they are fucked for sure if this bullshit keeps up.

After yours truly trotted down the road and got a deal on a brand spanking new HP of better spec the old man then ventured into Dell Call Centre hell and told them to jam it. I believe he also told them to read www.whaleoil.co.nz sometime today.

So if you are thinking of setting up an online company and actually truly love your customers then follow the business practices of Orcon and avoid those of Dell like we all want to avoid cancer.

Dell you suck, though I can be bribed into feeling better about you.

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