::Sunday, October 09, 2005::
DELL FELL
.. Is the vilification of Dell's customer service justified? I'm not sure about it because I've not had the opportunity to call them. My 3-yr. old iBook works just fine now that I've reformatted the drive to accomodate OS Tiger. Having dealt with different aspects of customer service in my previous jobs, I wouldn't say all experiences are the same and they never are. There are myriads of factors involve in one customer call ranging from the severity of the problem, the time of call, availability of agents etc. I personally don't buy the +2.9% customer service rating improvement on HP. I called on three occasions regarding my work laptop and each time I got the same result - the 3 different agents spent more time asking for personal information and warranties rather than solving the problem. Each time they asked for the same info and you would think they are logging everything in their system. What's going on?
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