Man's 400 Minutes In Dell Hell Could Cost Them Millions
(decaf)
By pissing off this one customer, Dell may have lost millions of dollars. Bill is a corporate account holder and a consultant who makes recommendations to Fortune 500 companies on how to spend their IT money. Usually he recommends Dell, but after his trip to Dell Hell, that will no longer be the case.
He ordered a laptop from Dell for his business and it was dead on arrival. After lots of typical back and forth with typically incompetent Indian customer service reps - though one notable moment was when the tech screamed "NO!" and hung up the phone when Bill asked to speak to a manager - he finally got his replacement approved and he shipped it out via FedEx.
That's at the 340th minute mark - he blogged a log of all of his calls (http://randomlylearned.blogspot.com/2011/06/dell-customer-care-sucks-do-not-buy.html) and interactions - and that's where it gets really fun.... http://consumerist.com/2011/06/man-blogs-his-400-minutes-in-dell-hell.html
UPDATE:
Dell Makes Good For Man Whose Life They Wasted 400 Minutes Of
After Bill's story of spending 400 minutes in Dell Hell to get his dead laptop replaced went up on Consumerist, Dell gave him a call... http://consumerist.com/2011/06/dell-tries-to-make-good-for-man-whose-life-they-wasted-400-minutes-of.html
For Search Engines: Hat Tip: (http://randomlylearned.blogspot.com/2011/06/dell-customer-care-sucks-do-not-buy.html)
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The Consumerist: Man's 400 Minutes In Dell Hell Could Cost Them Millions
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