Dell Is Listening

Jack Picks the New Premium Service for U.S. Consumers: Your Tech Team - Direct2Dell! Direct2Dell has reported that this pilot, What's Next for Dell Customer Service - Direct2Dell, has met with resounding customer satisfaction (90%) ratings. Dell listened to all the customer complaints about overseas support and put the power and the cost in the customer's hands.

The short of it is: INDIA IS CHEAP. Customers want cheap and complain about shoddy service when all that happens is "they get what they pay for". Fine. Pay the $99 to be sure you get a North American to support you and your issues if you want. It cost more to live in North America, so pay the $99 and don't complain about it.

I am also impressed with the Chief Blogger that posts his email to help the customer that is frustrated with an ongoing issue he is currently in the middle of:

Lionel Menchaca, Chief Blogger said:

Zing: I can understand the frustration... I''ll get your request over to someone in Customer Service. If they can't get to the bottom of it, feel free to e-mail directly and let me know.

I hope we can get this straightened out and give you a reason to continue being a Dell customer.

This is a great sign that Dell is back on the right track. A computer is a computer, but support is what made Dell great. I am glad to see Michael Dell's leadership is infecting the company again.

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