Update 24-Jan-2010: The Customer Advocate e-mail address mentioned later in this post has been discontinued. However, Dell still accepts comments from customers and will act on them in timely fashion. If you’ve been through the regular support channels and things aren’t working, go to the Outstanding Issues page and fill in the form. This is not a first-line support alias. You’ll need a case or reference number.
It looks like Dell has officially launched its Cluefulness 2.0 program. I got wind of the pilot program last April when I received an unsolicited phone call from a Dell support executive over a horrible support experience I had had. My issue had eventually been resolved, but it had left a bad taste in my mouth.
In the past few days, I’ve seen more signs that Dell is figuring out how to find unhappy customers and try to make things right. This November 2004 post, Memo to Dell CEO Kevin Rollins, turns up at #1 on the Google search results if you look for Kevin Rollins email address. As a result, the comments section has grown into an impressive collection of complaints about Dell service and support. Last week, a Dell employee named Richard added this comment to the thread:
Ed, we are reading comments like this. In fact, we have a specialized team that reaches out to fix individual customer issues, and then goes back to look at where we made mistakes internally. We arent where we want to be yet, but we will get there. Just in last few quarters we have committed over $150 million to improving customer service, recognizing publicly that we had let issues like these get away from us. We have hired more staff, opened new support sites, retrained staff and are very focused on regaining our leadership by solving the custtomer issues the first time they call.
And today I got a personal e-mail message from the same executive who contacted me last April:
I want you to let us know if there are any customers in need on your blog. Our outreach team will be glad to help them as quickly as possible. They are some of our very best people and are ready to help. Their email address is Customer_Advocate@dell.com.
I would be glad if you shared this email on your blog for any in need.
Consider it done. I’m nearly ready to purchase a new PC, and Dell has made it back onto the short list.