Dell’s New Premium Service Coming Soon
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One would think that Dell would of shouted this from the roof tops, but they have chose to simply put out a news release on their new Premium Support Service. In seems the once #1 computer company, has listened to customers and is going to provide ‘old fashioned’ technical support once again. You remember the old Dell technical support? Support people that actually would solve your problem and who spoke English.
On their site Dell says:
To further enhance a great customer experience, Dell today announced forthcoming expansion of its consumer services offerings aimed at delighting customers and helping them get more out of their digital lifestyle.
Dell’s new premium support service is to provide a dedicated team of technical professionals which customers can contact directly for support of any Dell-branded product. This new fee-based offering is designed specifically for those customers who want to engage with the same dedicated team each time they have an issue with any of their in-warranty Dell-branded products.
The premium service offer provides household support by an advanced support team in North America for one year. The technicians are empowered to address a comprehensive range of issues across the breadth of Dell’s product line.
“Our commitment to a great customer experience has never been stronger,” said Ray Roman, vice president Dell global consumer services and support. . “This premium service is all about making the tech support experience more personal; users who want high-touch support can now receive it. We’re excited to bring them to the market.”
In the future Dell is looking to expand this type of service to retail customers as well those who purchase Dell products online.
Comments welcome.
Full Dell article is here.
[tags]dell, service, premium, technical, support, program, dedicated, help, [/tags]
8 Comments
Denny
April 26th, 2008
at 10:14am
. . . . . “advanced support team in North America” . . . .
Geeeeeeezzzzzzzz _ _ _ Sound Like They’ll Be Speakin . ENGLISH .
Ron Schenone
April 26th, 2008
at 11:07am
Oh yeah,
Press #1 for English #2 for Spanish!
Don Naphen
April 26th, 2008
at 4:18pm
So now the’re gonna offer a service for a fee that they should have been offering all along (??) !!! What they SHOULD do is eliminate the out-sourced Indians and try and get some of the market share back. Hmmm … Vista and Dell: just need one more name to have a 3 Stooges remake!
Ron Schenone
April 27th, 2008
at 6:21am
Hi Don,
It does sound like one of those ‘extended warranty’ plans.
Have a good weekend.
Sid gilbert
May 1st, 2008
at 6:51am
I have to say that I agree with Don. When I purchase something that has a warranty I expect the techs backing that warranty to be smart, articulate, and have the answers readily available. I have had good luck with Dell service, but I hear the stories of those who go through nightmares trying to even understand the tech handling their call. Dell needs to realize that when someone calls their support lines they are already three quarters of the way angry over having a problem in the first place, and any small annoyance is going to be magnified ten fold.
Ron Schenone
May 1st, 2008
at 8:44am
Hi Sid,
Thanks for sharing your thoughts.
Jim
May 1st, 2008
at 7:56pm
You disparage the English of Dell’s support personnel.
“would of” = “would have”.
“old fashion” = “old fashioned”.
If you’re going to flame someone’s English, do it in English.
Ron Schenone
May 2nd, 2008
at 4:04am
Thank you Jim for the corrections. Did you read the article? It was about Premium Service offerings from Dell, not about the English language.