Want Better Dell Customer Service? Open that Wallet Wider!

One would think that Dell, being the massive company they are, could deliver great customer service. But no. Instead, they’ve become notorious for out-sourcing their support to India. That in itself isn’t the problem, but being unable to properly understand the other person on the line is frustrating. I know, I’ve been there. I think it is even worse when you yourself know what the problem is, because trying to convince the person on the line to forgo the rules in the book is even more frustrating.

But Dell is looking to change that hassle. For a price, of course. Yes, to have better customer service, you will need to pay a premium, although it seems unclear at this point how large that premium will be. But if you have it, you will be able to talk to customer service based in the US that know what they are talking about, rather than those who just read from a book.

I have to wonder what kind of premium this is going to be, because as it stands, even Dell’s $400 3-year warranty doesn’t “warrant” you to ideal customer service. This latest attempt at good customer service is laughable at best. Good customer service shouldn’t cost hundreds of dollars.

This new fee-based offering is designed specifically for those customers who want to engage with the same dedicated team each time they have an issue with any of their in-warranty Dell-branded products. The premium service offer provides household support by an advanced support team in North America for one year. The technicians are empowered to address a comprehensive range of issues across the breadth of Dell’s product line.

Source: Consumerist