Dude, I will NOT be getting a DELL.

 

A LETTER TO dell (SMALL LETTERS INTENDED):

I AM SICK OF dell TRANSFERING ME ALL OVER THE WORLD FOR 'CUSTOMER SERVICE'. WHAT A FALSE TERM, IN THEIR CASE.

WE HAVE BOUGHT dell COMPUTERS EXCLUSIVELY FOR SEVERAL YEARS NOW, AND SEEN/FELT THEIR CUSTOMER SERVICE/PRODUCT QUALITY SHRINK EXPONENTIALLY AS TIME HAS GONE BY.

OVER THE COURSE OF MY TIME WITH dell, I HAVE HAD TWO MACHINES SHOW UP 'DOA', I HAVE HAD TO REINSTALL THE OPERATING SYSTEM ON TWO OTHER BRAND NEW MACHINES, RIGHT AT THE START. THIS TIME,  I AM CURRENLY AWAITING A THIRD REPLACMENT FOR A FAILED HARD DRIVE (BOUGHT INITIALLY FROM dell AS WELL) THAT LASTED ALL OF 3 WEEKS IN THE MACHINE I INSTALLED IT IN.

WHAT THEY DO NOT WANT TO ACCOUNT FOR IS THE FACT THAT I, AND I AM SURE MANY OTHERS, SPEND LITERALLY HOURS CHASING DOWN HELP FROM A COMPANY THAT FARMS ITS LABOR FORCE OVERSEAS AND WILL NOT PUBLISH A NUMBER THAT RINGS ANYWHERE IN AMERICA TO ALLOW FOR A COMPLAINT TO BE REGISTERED. THEY DO ALLOW FOR AMERICAN-BASED SUPPORT, ON THEIR MORE EXPENSIVE MACHINES, IF I WANT TO PAY FOR THAT PRIVELIGE.

IN MY CASE, I HAVE SPENT OVER 6 HOURS ON THIS PARTICULAR HARD DRIVE ISSUE, AND, AT MY CURRENT LABOR RATE OF $75.00 PER HOUR, THAT ADDS UP TO OVER $450.00 CHASING A SOLUTION TO A $100 PART FAILURE. DO THE MATH, dell. HOW SUCCESSFUL DO YOU THINK I WOULD BE IN ASKING FOR COMPENSATION FOR MY TIME? ARE YOU STILL LAUGHING?

IF I RAN MY BUSINESS IN ANY FASHION SIMILAR TO dell, I WOULD BE OUT OF BUSINESS IN SHORT ORDER. CUSTOMER SERVICE IS THE KEY TO LONGEVITY IN BUSINESS. IT IS JUST THE RIGHT THING TO DO.

dell, YOU ARE A SAD EXAMPLE OF AN AMERICAN COMPANY. YOU HAVE NO WAY TO CONTACT AN AMERICAN OFFICE OR PERSON, UNLESS I WANT TO PAY FOR THAT PRIVELIGE VIA AN EXTRA COST WARRANTY. IT IS NOT EVEN THE 'AMERICAN' ISSUE SO MUCH AS IT IT JUST BAD BUSINESS.

I AM NOT A HUGE PURCHASER. I MAY BUY ONE OR TWO MACHINES YEARLY, BETWEEN BUSINESS AND PERSONAL USE; SO MAYBE I JUST DON'T RATE ON YOUR 'RADAR'. BUT, IF ENOUGH OF US ANGRY, DISATISFIED CUSTOMERS START SHOPPING ELSEWHERE, YOU WILL TAKE NOTICE. MONEY TALKS, APPARENTYLY LOUDER THAN ANY 'CORPORATE CONSCIENCE' THAT SHOULD BE GUIDING A BUSINESS TO DO THE RIGHT THINGS.

APOLOGIZING DOES NOT SEEM TO BE A PROBLEM: YOU DO IT ALL THE TIME AND PROFUSELY; BUT, IF CHANGE IS NOT A RESULT OF THE APPARENT REMORSE, THEN WHAT THE HELL GOOD IS IT? AT THAT POINT IT IS JUST EMPTY WORDS.

I TEACH MY KIDS TO NOT ONLY APOLOGIZE, BUT TO CHANGE THE BEHAVIOR THAT LED TO THE APOLOGY BEING NECESSARY. I SEE NO EVIDENCE OF THAT IN dell, OR ANY OF THESE LARGE, 'GLOBAL' CORPORATIONS. IT SEEMS THAT ALL THEY CARE ABOUT IS TO 'MAKE THE SALE', AT THE EXPENSE OF US, THE CUSTOMER.

WE TRULY ARE JUST A NUMBER TO THEM, ON THIER BOTTOM LINE. WE AS CUSTOMERS ARE SACRIFICED ON THE ALTER OF SHAREHOLDER PROFITS AND QUARTERLY GOALS. MAKE THE SALE, DEAL WITH THE FALLOUT LATER. AMERICA WAS NOT BUILT ON THAT FOUNDATION. I FEAR SHE WILL FAIL UNDER PHOILOSOPHIES SUCH AS THAT, THOUGH.

IF WE AS A COUNTYRY (PEOPLE, POLITICIANS, CORPORATIONS) ARE NOT WILLING TO BE THE BEST WE CAN BE, THEN WE WILL SURELY BE THE LEAST THAT WE CAN ATTAIN. WE WERE NOT FOUNDED ON MINIMALISM, BUT THE CURRENT PREVAILING ATTITUDE SEEMS TO BE TO DO WHAT YOU 'HAVE' TO DO AND NOTHING MORE; IN MANY  CASES, LESS. ALOT LESS.

IN SUMMARY, dell, I'M OUTTA HERE. I WILL SHOP ELSEWHERE WITH MY DOLLARS, AND TIME. DO YOU CARE ENOUGH TO MAKE ME CHANGE MY MIND?

 

RANDY BORCHERDING

Friday, October 23, 2009

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