It would be remiss of me not to mention something about the young gentleman ( Mr A) who handled my complaint that finally lead to its replacement . It wasn't an easy task for him to handle my call on that fateful morning for I was boiling mad with the unit . The laptop that boasts of some new Intel Processor (i7) and 1 TB harddisk plus ......... It had a ultra slow start that the lady proprietor dismissed as normal of Dell computers ( who also claimed that Asus is even worse off ) .Mind you , the hard disk was replaced and then the mother board . The much awaited -for laptop couldnt be used by my son few weeks after purchase because it spent most of the time in the shop . It was sent back to the shop 2 times , about a week for each of the times ! Mr A spent more than an hour on the phone with me for I refused to put down . There were tag numbers that I have to provide before Dell could track my unit but I didn't have the information . I made it very clear to Mr A that I didn't want to spend another 1 hour repeating the same story to a new person on a toll-free number , that is if I dialled again . enough is enough ! I already repeated the " story " to the technicians in the shop that I purchased the unit umpteen times before I chose to launch a complaint direct with Dell .
Let me get back to Mr A - I regard him to be a very professional and loyal staff of the Dell tech support team . With me rattling off my grievances , he responded to all of them with much patience and tact , and at the same time guarding the SOP of Dell . My parting words to him were - I wanted him to make sure that our long conversation is heard by Dell and I also wanted Dell Customer Service to give me a Yes or No answer about whether i am deserving of a replacement unit . . I assured Mr A that whatever the outcome was , I thought he had done a great Job being patient with me . And I gave him 1 week !
And Mr A called me before the 1 week was up , he said that my case was brought to the attention of the concerned department and one thing led to another and finally the replacement unit arrived last evening .
In between all those times ,Mr A made special effort to contact me . He asked if the I have received emails from the customer service department , if I have replied and .......... If i have received information about delivery ... and up to yesterday --- he asked if the unit has been received . Thank you , Mr A - you are one invaluable asset to Dell . Through you , Dell Tech Support has been bridged closely with the client and you gave a very personal touch to it . Honestly , the concern you have shown is sufficient . I would have thanked you just as well even if I have not received a replacement - jokes aside !
To Dell - if you ever chance upon this blog - I must say that you have to treasure a gem in a staff like this one , Mr A . He made it personally to make sure that a client , unknown to him , gets quality after sale service . The extra time he spent to calm down a " very angry " client and to preserve the pride and integrity of Dell itself shows what a invaluable staff Dell possesses .
Mr A , continue your good work and to offer sterling service to others . You are an exemplary staff & the pride of Dell ! I am proud to have dealt with you . May God Bless you abundantly , in all ways .
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