When I learned about Dell's new Customer Advocates had been reading blogs online to proactively combat some of the bad press they'd been getting -- actually seek out complaining people and try to make them happy again -- I was impressed. That's a hell of a thing to do. And risky -- these are people who complain loudly and publicly and if Dell fails to make them happy, they'll do it again.

To nudge them in my direction, I sent the following:

To: Customer Advocate [Customer_Advocate@dell.com]
Sent: Tuesday, November 10, 2006 3:51 PM
Subject: Happy about Advocates
------------------------
I've very pleased to hear that Dell is taking a pro-active stand to fixing customer needs. Good for you guys! I would be happy to change my stance on Dell as a company once I see how it turns out.

My experiences with Dell haven't been great over the last few years...

http://whatisaw.wiredweirdness.com/archives/2006/03/and_then_i_kill.html
http://whatisaw.wiredweirdness.com/archives/2006/06/back_and_forth.html

Couple weeks later I got this (names changed so she doesn't get spammed):

Date: Mon, 27 Nov 2006
From: mandy@Dell.com
Subject: RE: Happy about Advocates

Dear Mr. Bacon,

Hope you had a good Thanksgiving!

Well, as you can see we are still trying to perfect this new system of reaching out to our customers. Since we need to contact our customers versus our customers contacting us, we often have limited information. We also cannot access every blog site in the blogoshere, due to Dell I/T Security guidelines. We're working through these issues, but in the meantime can you tell me if someone contacted you via blogpost? Or did you see a post from a Dell Customer Advocate?

Do you mind providing a customer or order number? If you have an outstanding issue, I am happy to help.

Thank you,

Mandy
Dell Customer Advocate.
(her direct line, toll-free number and extension)

Excellent! I responded saying I had heard about it on the web and posted in the text from the entries that she couldn't read.

Today, I got this (again, names changed):

Dear Phil,

I have been requested to contact you by one of Dell's Online Advocate in regards to: two sets of headphones which appear to have gone missing and a possible hard drive issue. My office works with any Canadian consumer who contacts Dell through online submission, Privacy Office, Legal Office, Media Office, Better Business Bureau, and I work with any Canadian consumer who has been in contact with any Executive or Officer of Dell Computer Corporation.

I have reviewed the information which has been forwarded to myself which includes excerpts from your blog.

At this time, I would invite you to send me your service tag information or customer number so that I can provide the best possible experience.

I look forward to your response and hope that all future correspondence remains both positive and insightful.

Sincerely,

Bob Frank
Executive Support Office
Privacy Compliancy Office
DELL CANADA
(His direct line, toll-free number, extension and fax)

I have sent my service tag numbers to him and we'll see what happens. But so far, kudos to Dell!

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It's taken a long time, but it looks like Dell is finally taking responsibility for their bad customer service. Check out this update in the Dell Saga.... [Read More]

Tracked on December 8, 2006 10:55 AM