Dell gets customer service, very very right

After posting a couple years back about a bad customer service story with Dell, I felt it was important to also write about a good experience I’ve recently had....

After posting a couple years back about a bad customer service story with Dell, I felt it was important to also write about a good experience I’ve recently had. Blogs are often criticised for simply being a platform to complain, I’d like to disprove that theory now.

Around a year and a half ago I purchased 2x 27” monitors. Recently I’d noticed one of them began flickering. This was more pronounced with a white, or light application background. Using different connections didn’t help, dropping back to a single input didn’t help, neither did grabbing the latest drivers from Nvidia.

Out of options I needed support. Dell support. Using the power of social networking I posted the following tweet.

@MartyAtDell - one of my Dell 2709Ws are starting to flicker. Seems worse on a white screen. Any suggestions ? 
To which I received the following response.

@techAU please DM me your order and/or service tag number and contact details, and i will alert our care team.

I sent off the service tag, my name and email address. A couple of hours later I received a call from Dell support. I ran him through the situation, a couple of minutes later, he said, “we’re going to replace it”. 3 days later I had my replacement monitor. I place the broken monitor back in the box, and send it back to Dell, all shipping paid for.

It’s been one of my most pleasant experiences with customer service I’ve ever had. Does this mean that they’ll get it right 100% of the time ? No of course not, what it does show, is that Dell are paying attention to what customers are saying. One of the best examples of a business using social media to help their customers. If you have a problem with a Dell product, consider using twitter.

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Hardware

Creator of techAU, Jason has spent the dozen+ years covering technology in Australia and around the world. Bringing a background in multimedia and passion for technology to the job, Cartwright delivers detailed product reviews, event coverage and industry news on a daily basis.