Sometimes there's alot of negativity out there, especially against $big_company that manages to screw things up. I figure it's time to hilight some of the positives out there.

For a while, i've had some issues with my screen on my Dell Laptop. I guess it was one of those freak occurrences, but there was a single column of dead pixels that i was more or else able to ignore and procrastinate like usual. Recently though, several keys stopped working. More importantly, of those several keys, one is needed to unlock the encryption on the system, which makes getting good procrastination done very tricky without an external keyboard. Good thing i sprung for a three year warranty.

I set up an issue ticket with Dell's SMB unit in the US where i bought the laptop from two years ago. Their response was quick, within 24 hours. I'm guessing there must have been issues with the keyboard in the past, because there were no questions about it. The only thing i had to do was do an OS agnostic test of the screen, verify that the problems persisted, and then wait a week for the parts to ship from one depot to another. Once the help desk decided it was worth it to replace the parts, they sent a new motherboard, screen, and keyboard to one of their Dutch repair centers, as part of a separate business unit. They also arranged for a technician to come to my office and fix the laptop on site. Aside from a small hiccup in shipping, the entire process was as smooth as some of the ice we're having.

I really have to give the SMB BU at Dell lots of bonus points for just being able to take care of it. This is exactly how i feel companies should solve problems.

2 flames:

Gregory zei

Wow.Really impressive! Usually customer service goes belly-up under a financial meltdown, but they seem to have their act together. Maybe it's because they use TQM and JIT models;-) These models and processes were created by the Japanese (who know quality) and are widely used in high-tech companies today. Nice to hear though!

Yankee zei

It could be, i'm not familiar with TQM myself. Eitherway, the support department did have their act together on this one, and as best i can tell, it's just a matter of having someone intelligent writing the scripts they use.