Wednesday, February 04, 2009

Dell Delivers - Mostly

Last night I was pleased to have my Dell Laptop returned to me. Dell promised me they would fix it in about 10 days, and sure enough, that's what they did.

They even left me voice mail when the device arrived at their depot and when it was shipped out.

So, they score a perfect 10 out of 10, right? Well, not exactly.

When I opened up the laptop box I found in it my laptop. And nothing else. Most importantly, no note explaining what they did. So, I called Dell and spent 30 minutes (and 4 seconds, but who's counting) trying to get one simple question answered: What did you guys do to my laptop.

The answer was pretty encouraging: they replaced the keyboard, heat sink/fan and motherboard. I don't know what they were thinking with the keyboard, but hey, I like the silky smooth one I got back.

It boggles my mind that Dell doesn't have a system to generate a canned letter that says what they did to the laptop. Heck, they did all this great stuff, shouldn't they get credit for it?

There's a lesson in here: without informing your customer, even the best actions go unnoticed. It's not enough to do great things - tell me about it. You don't have to boast. But you're customers shouldn't have to go searching for it either.

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