Thursday, December 2, 2010

Good Customer Service?

I know.  The terms "good" and "customer service" don't seem like they belong in the same sentence unless they are separated by the words, "luck on getting any decent".  But I was recently the pleased recipient of some excellent customer service worth mentioning.

The company: Dell

The situation: The hinge on our laptop was broken and subsequently causing the casing around the LCD screen to split.  Finally, I drug myself to the Dell website to chat with a customer service agent about the problem.  Thank God, we had purchased the extended warranty but I figured that we'd have to mail off the laptop and be without it for a number of weeks while it was being serviced.

Much to my surprised, the agent asked me to email him some pictures of the problem.  He then informed me that he was sending the parts to a service technician in my area and that he would fix it in my home.  Within 48 hours, the service tech had the parts and had already come and gone, leaving my laptop fixed without us having to part with it!

Flash forward 1 week.  Those sticky keys on the keyboard were becoming a bigger problem.  The space bar could barely be depressed.  Kicking myself for not having thought to report this the first time, I went back to the Dell website to chat with someone about the issue.  This time, I was not worried that I would have to send off the machine again but rather embarrassed that the same service tech would have to drive back up here from Santa Fe to fix such a silly problem.  To my delight, that wouldn't be the plan this time!  They simply mailed me a new keyboard with very clear and simple instructions on how to install it myself.  Within 36 hours, the part was here and installed with no problems!

Thank you, Dell, for your excellent customer service!  

Moral of the story: extended warranties on computers are TOTALLY worth it!

Keep It Real!

P.S. Los Alamos Trails Goal Update: 10.4 of 29.5 miles completed - between hiking close (already completed) trails with family lately and being busy I haven't gotten out a lot on new trails.  Have hopeful plans to knock off a 6-mile trail soon when a friend comes to visit.

1 comment:

  1. Word! And good to finally see some additions to your Los Alamos Trails System Goal.