For those of you who have been following my Dell nightmare saga, there was an incredibly swift response from them once they picked up my complaint via my blog.
They collected the faulty laptop on Monday and returned it this morning, having replaced the fan, m/board, palmrest and top cover as the hinges were broken, which I did not realise. So it should be as good as new.
I am very grateful and would like to say a big thank you to Dell, to their resolution manager Martyn Blackburn for the way he dealt with this so promptly and professionally, and their customer advocate John in Texas, who found my blog and put the wheels in motion.
My only concern is that the same overheating problem will recur in a few months time. The last time the fan was replaced, I was told that Dell were now using a superior fan which would not cause any more problems, but that wasn’t the case, so how do I know this fan will be any better. I believe this is the fourth time it has been replaced, so naturally it does bother me, especially as my warranty has now expired.
But I am very appreciative to Dell for their actions, and it proves they mean it when they say in their signature: “Dell is constantly looking at ways to improve its customer experience.”
And thanks again to Geoff who told me Dell would pick up on this if I wrote about it.
[...] There was also the thought whether other bloggers might comment on it or reference it somehow (one quickly did: Ellee Seymour, who recounted her positive experience with Dell in late 2006). I wondered what viral effect might result from the video and post. [...]
[...] When I wrote my post last week, I deliberately included as many Tech Guys and PC World url links as possible to feed the Google juice. Sure enough, if you type the words Tech Guys complaints into Google, my posts are right at the top of the search engine. Why didn’t their media monitors pick up on this and respond? They should be closely following all conversations on the internet and instantly acting on them, like Dell and Microsoft. [...]
[...] I would urge Tech Guys to read about how Dell cares for its customers in this post, and also Microsoft. I still email the Microsoft adviser if I have a problem and he always helps me. Thank you Joe Cheng. [...]
[...] You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site. 3 Responses to “Julian Sturdy launches new blog” 48) { this.width = 48; this.height = 48; } ; if (this.width < 48) { this.parentNode.title = ‘Iscriviti a MyBlogLog.com!’; this.src=’http://www.mybloglog.com/buzz/images/pict_none.gif’; this.onload=void(null); }” alt=”MyAvatars 0.2″/> 1 Quasar9 says: September 3rd, 2007 at 8:11 pm So Elle, what do you think of the launch of the London Mayoral Campaign bid by Boris “the most famous conservative” [...]
[...] Mostly they are quite minor, for example the reference to how Dell replaced my faulty laptop with a new model after reading about my complaint on my blog when the company simply repaired it. But it was still brilliant service. [...]
[...] Well I know Dell monitors blogsphere successfully, they collected and repaired my faulty laptop as a result of a post I wrote. And look how successful Thresher was at getting word out about its 40% discount coupon – all as a result of blogging. [...]
That’s good to know that your Dell problem has been resolved. That you wrote about it on your blog was a big factor. I’m sure they think that bad thoughts about their products would travel fast on all the blogs.
It’s good to hear of some good service for a change. Proves the power of blogs!
John, I understand there have been problems with Macbooks too, I hope you are lucky, see: http://www.itgarage.com/node/787
Dell have responded brilliantly to my blog, they genuinely wanted the problem resolved, let’s hope it is.
Now I’m glad I bought a Macbook recently!
Pleased that it seems to be resolved Ellee, I’m sure if it overheats again you will be emailing them again and a real success for the new “Intention Economy”