PCWorks: A Dell Story... UGH

[John Eichenlaub]

Just an aside to Helene's experiences with Dell.....  Before I retired I was 
a product engineer for a big appliance mfgr.  We used to talk about a 
concept we called "reasonable service", and it was something like this:

It would be great if there were never any problems.  But they do happen from 
time to time.  If a customer has a problem they are concerned and worry if 
the company will make it right.  If the mfgr fixes the problem promptly with 
no hassles and apologises to the customer, many times the customer will like 
the company as much or more than if they had no problem, because now they 
have confidence in the company.

If the product fails a second time and the company again corrects the 
problem, the customer is now relieved that the problem was fixed, but not 
sure about the company OR the product.

If the product fails a third or fourth time, even if the mfgr fixes it the 
customer will NEVER have a good feeling about the company OR the product, 
even if it works fine for years afterward.

Sounds like Dell and/or the techs involved need to learn and apply this 
concept to their service.

I sympathize with Helene.  We've all been there one time or another, and 
it's very frustrating.

John.

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