Curiouser and Curiouser! on cluetrain http://matt.blogs.it/ RSS feed for topic cluetrain Copyright 2006 Matt Mower Squib/0.1 self@mattmower.com self@mattmower.com en-gb Here's hoping for a better life Wed, 13 Jul 2005 13:35:41 +0100 <p><blockquote>Begin by turning off all the LEDs on your keyboard. My keyboard doesn't have any LEDs. You must turn off the LEDs on your keyboard. My keyboard doesn't have any LEDs. I can't help you if you don't turn off the LEDs. -- Excerpt from a Dell customer service call [<a href="http://theobvious.typepad.com/blog/2005/07/modern_times.html">Modern Times - The Obvious?</a>]</blockquote></p> <p>You don't have to track very far into this story to find out that Dell are <a href="http://www.socialcustomer.com/2005/07/all_about_dell_.html">closing their online customer service forums</a> either as another cost cutting exercise or, possibly, to stifle criticism from customers. It wouldn't surprise me if, rather than engage with critics and attempt to resolve their dissatisfaction, Dell would rather try to suppress them. Let's not try to work out the value of happy customers who want to sell your brand for you:<blockquote><strong>Me:</strong> Withers!<br/><strong>Withers</strong>: (for it is he) Yes, sir?<br/><strong>Me:</strong> Prepare my clue-by-four post haste!<br/><strong>Withers:</strong> I'm sorry sir, but it's not back from the menders after the <a href="http://matt.blogs.it/2005/07/02.html#a1889">Adobe incident</a>...<br/><strong>Me:</strong> damn and blast!</strong></blockquote>I've had my share of fights with Dell support over the last three years. Most I could resolve by keeping a solid log of everything said and walking them back over broken committments and errors until they gave in although, in one case, I did have to get in touch with the MD's office and make a nuisance of myself before anyone would talk sense about solving my problem.</p> <p>Dell kit is not expensive but crappy service is one of the reasons. This time I've gone Apple and am hoping for a better life.</p> http://matt.blogs.it/entries/00002746.html What do you do with a shitty stick? Wed, 13 Jul 2005 13:49:01 +0100 <p>Oh, speaking of the accursed Adobe, I got a missed call and voicemail from someone from their <em>customer satisfaction team</em> (or somesuch). He said he wanted to find out about my experience with Adobe and would call me back that afternoon.</p> <p>That was, what?, a week ago?</p> <p>I curse you Adobe: May all your customers realise how little you deserve their money and drop you like the shitty stick you are.</p> http://matt.blogs.it/entries/00002749.html