Update September 2006: If you’re having a problem with a Dell product and haven’t been able to get satisfactory service, Dell has established a special group to help you. See my follow-up post, Dell rolls out Cluefulness 2.0, for more details. Comments are closed here.
CNET News interviewed Dell CEO Kevin Rollins:
How’s Dell doing on customer service these days?
Customer service has been a challenge, but I think if you watch the scores now, we have hit the trough, and that’s now coming back up. The whole company is focused on the customer experience, first and foremost. So we think we’ve got that one now under control.
Memo to Kevin: No, your customer service problems are not under control. Not even close. Do you have anyone at your company reading blogs like this one? I didn’t think so.