Thanks for the compliment Eric. It's amazing what a little gesture can do to help customer loyalty. And it's equally amazing how few companies understand this and instill (brainwash?) it into their employees.
Part of the ultimate answer is where the tech support group is located. It's been my experience (and I call Dell *way* too often for hardware support) that if you get a call center overseas (no offense intended against overseas call centers), they're strictly by the book, following a script (ask me sometime about the 19 year old and her years of experience with servers). However, if you get a US-based call center, they can be a little more flexible... Larry -----Original Message----- From: Computer Guys Discussion List [mailto:[EMAIL PROTECTED] On Behalf Of Eric S. Sande Sent: Friday, May 02, 2008 6:06 PM To: [email protected] Subject: Re: [CGUYS] LCD monitor question >There's a chance the supervisor will agree to repair or replace your >monitor because it's just barely out of warranty. I'd do it, based on this hypothetical. It's at most a $200 item and I buy much more customer loyalty out of the transaction than $200 would get me in advertising. I don't know what Dell policy is or what their management style is, but this one would be an easy call for any front line manager in my company. Or at least I think it would be. I understand that Dell operates on razor-thin profit margins, but hey, nothing ventured nothing gained. Good call, Larry. I realize that most responses to this have been along the lines of "Shizz happens, put on your big girl panties and deal with it." But Larry's approach is creative and proactive. I'd give it a shot. ************************************************************************ * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** ************************************************************************ * ************************************************************************* ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** *************************************************************************
