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E-Marketing Performance Blog

Customer Support Gone Right

Everybody in this office knows that I am under a curse. Whenever God wants to punish me he simply forces me to make a tech support call. This is the bane of my existence. I have very little patience and couple that with the inability to understand accents well, tech support is my living hell.

Finally, I had a tech support call gone right!

Over memorial day I had to put in a call to Dell because my laptop batteries were not charging. Normally I get a maze of push button options that eventually dumps me out of the system only to try again, this time using a different keypad combination. But today, I pushed a few menu options and within minutes I was connected to a tech support person. And not just any tech support person, but a knowledgeable one… without an accent!

Within minutes we identified the power cord as the problem and a new cord was delivered to my door Wednesday. The phone call was short, I didn’t have to repeat myself, didn’t have to repeat myself, and neither did they. This was the dream tech support call. Is my curse lifted or was God’s humor on reprieve? I’ll find out when I’m forced to make the next call! (cue ominous music)

Stoney G deGeyter

Stoney deGeyter is the author of The Best Damn Web Marketing Checklist, Period!. He is the founder and CEO of Pole Position Marketing, a web presence optimization firm whose pit crew has been velocitizing websites since 1998. In his free time Stoney gets involved in community services and ministries with his “bride enjoy” and his children. Read Stoney’s full bio.

One Response to Customer Support Gone Right

  1. Margo says:

    Dear Stoney,

    Dell routinely visits online communities to reach out to our customers. In doing so, we have identified you as a customer with positive comments regarding Dell Technical Support.

    Feedback remains one of Dell’s most important tools to improving our service and support. If you would like to offer additional information, please provide your phone number so that I may contact you directly. Alternatively, you can also reply via e-mail to the address below. Please include your order or customer number, and I will be happy to forward your comments to the appropriate department/segment.

    Thank you,
    Dell Customer Advocate