I’ve recently ahd the displeasure of dealing with both sony and dell for customer service. Dell are supposed to e sending me a laptop, but it’s not here. Naturally, like all megacorps, they cant be bothered to actually *care* if you get the product, so they outsource this vital part of their business to some third party who ignore emails and have a broken website with an order tracking form that returns blank pages in all 4 browsers I tried. I outsource part of my business (credit card payments) to BMTMicro, and I KNOW they are damned good, because I tried RegNow, RegSoft, FastSpring, Plimus and BMT.
The bit that bugs me is that emailing dell themselves means that you get a reply in their business hours, which is mon-fri 9-5pm.
lets look at that again:
What is this? 1970?
Dell are a HUGE and GLOBAL corporation. They can afford to employ a skeleton staff over weekends, or even (maybe I’m out on a limb here) to work from 8-5 or 10-6 in overlapping shifts?
If you emailed me this morning for tech support, or customer service, you got a reply today. Today is a Sunday, and Mothers day. I will answer your email the moment I read it. I am a one-man company. I sincerely hope that in this recession, discerning customers learn to punish the companies that treat them badly, and reward those who treat them well. I know I will :D