4 ms·

"Customer contact is always treated as a cost center." "How can we provide the minimum acceptable level of service, at the lowest possible cost?" Not with all

"Customer contact is always treated as a cost center." "How can we provide the minimum acceptable level of service, at the lowest possible cost?" Not with all products. Some companies understand, that good support keeps the people loyal to their products. But they are usually in a higher price segment.

ethbr0 5y ago
The most surprising example I found was Dell Alienware support. Not sure if it's different from Dell consumer support, but I'd guess so. Had to RMA an ultra widescreen monitor I use for work, and the experience was as smooth as silk and always in the hands of actual humans, who would follow up and push things forward.
- seanp2k2 5y ago
  Dell has always had good support, especially for business. I once bought a laptop second-hand that still had a few months of their highest support plan on it. Needed a screen first because of a few dead pixels. They had a tech come out to me at work and repair it on-site. A month before the warranty ended, the motherboard died. Same thing, replaced on-site. In both cases they offered to either send me the parts and DIY repair instructions or just send someone to do it. This was on a laptop I paid like $300 for (probably $2-3k new back then, it was a nice Latitude). I’ve had their enterprise support on the phone with me for a dozen hours over the course of a week trying to get this SAN working. Their support remoted into it and had me manipulating physical stuff when required. They eventually got it going through a combination of hard resetting everything and updating firmware on half a dozen components + some software updates. Dell doesn’t always have the greatest hardware, but their support really doesn’t rest until you’re satisfied. “No one ever got fired for buying Dell”.
y4mi 5y ago
Do they use chatbots for support?

4 ms·

"Customer contact is always treated as a cost center." "How can we provide the minimum acceptable level of service, at the lowest possible cost?" Not with all

by hutzlibu 5y ago

ethbr0 5y ago
The most surprising example I found was Dell Alienware support. Not sure if it's different from Dell consumer support, but I'd guess so. Had to RMA an ultra widescreen monitor I use for work, and the experience was as smooth as silk and always in the hands of actual humans, who would follow up and push things forward.
- seanp2k2 5y ago
  Dell has always had good support, especially for business. I once bought a laptop second-hand that still had a few months of their highest support plan on it. Needed a screen first because of a few dead pixels. They had a tech come out to me at work and repair it on-site. A month before the warranty ended, the motherboard died. Same thing, replaced on-site. In both cases they offered to either send me the parts and DIY repair instructions or just send someone to do it. This was on a laptop I paid like $300 for (probably $2-3k new back then, it was a nice Latitude). I’ve had their enterprise support on the phone with me for a dozen hours over the course of a week trying to get this SAN working. Their support remoted into it and had me manipulating physical stuff when required. They eventually got it going through a combination of hard resetting everything and updating firmware on half a dozen components + some software updates. Dell doesn’t always have the greatest hardware, but their support really doesn’t rest until you’re satisfied. “No one ever got fired for buying Dell”.
y4mi 5y ago
Do they use chatbots for support?