This is the way to do customer service.

[John Prophet]

ordered 2 items from Dell a while back..received one item in a box by itself....no big deal..I just figured they shipped the other in a seperate box. Well..several weeks later I figured something was wrong so I looked at the invoice and it said "Box 1 of 1"...so there were no more boxes coming. So my Lite-On dvd drive was missing.

I call Dell and explain the problem....dude says "shows here it was shipped"...i told him I was looking at a packing slip that said "box 1 of 1"...then he figured out that the item was discontinued...so he said to check my cc to see if I had been billed for both items.

I just called back today and told them I had indeed been billed. So the girl found me a new drive and shipped it out to me.

A pacific digital drive which was about $20 more and came with the superior (IMO) WinDVD as opposed to powerdvd software.

To me, that is good customer service...they didnt put me on hold while they checked with their superiors...they didnt make me wait 10 bizness days for a reply...they didnt accuse me of wrongdoing or make me feel it was my fault.

They simply fixed their mistake.

Why cant other companies be like that?

JP

I always recommend Dell to people that are looking for good customer support. I feel the excel above the others.

[J-Excel]

You don't get as big as Dell by screwing your customers.

[osprey4]

I'm a Dell fan. Bought our second Dell just a week or so ago.

Yes, good companies get big and successful by serving their customers, but unfortunately many go on to become arrogant and forget the people who made them what they are (major league baseball and AOL come to mind).

Dell has, for the time being, avoided this. In fact, over the last two or three years they seem to have overcome a perception that they were getting too big and impersonal. Their sales, profits and stock price reflect the fact that they've continued to grow by taking care of customers.

[Geotpf]

John, be sure to rate them at Reseller Ratings...they need the help. Thier six month rating is a pathetic 4.69-seems like not everybody got the same great service you did. I've used them twice so far; once for a WD Special Edition for really cheap, and more recently to buy a system that was so cheap I had to buy it to ebay it-although I haven't got it yet (it's been delayed, which seems typical for Dell-lots of complaints about orders being delayed forever).

http://www.resellerratings.com/seller1867.html