I’ve had two major issues recently with purchases, and service I received was exemplary!
I’ve been buying Dells for a while now. Let me explain why.
In the “olden days” of personal computing, I used to buy parts at computer fairs (the internet didn’t exist back then). Then, I’d build computers from those parts. This was FAR cheaper than buying a Compaq, Gateway or whatever else. When I was a kid in junior high/high school, this made a ton of sense. I had all the time in the world to tinker with the bits, and I felt a sense of accomplishment the first time those Frankenstein machines booted. Pure nerdgasm.
Nowadays? I just want to order something, have it arrive and turn the fuckin’ thing on. That’s where Dell comes in. I don’t know how they do it, but their prices are cheaper than should be possible. Perhaps they make their bank on peeps buying all the extra crap they don’t really need at the time of checkout. I dunno, but for people like me: Dell is the Holy Land for computers.
I had to buy my own laptop for the first time in my life earlier this year, so I hit the Dell Outlet (even cheaper). Then, last week, that laptop’s Win7 OS died. I needed a restore disc and found one was never shipped. I opened a case with Dell and they overnighted a restore disc within 24 hours. No hassle, no questions… all they wanted was my original order #.
As I said at the top of this article, I’ve owned Dells for many years now. I’ve had a few bad parts here and there, and I’ve always had speedy resolutions to my problems. From a customer service perspective, I’m quite satisfied. Of course, my next computer is likely a MAC, so my relationship with Dell may be coming to a close…
I agonized over going the self-publishing route for many weeks. If you search Google for “Lulu” (where Eden’s hardcover and iBooks version are distributed), you see many hits like “Lulu Scam”, etc. For Lulu and other self-publishing enablers, I read countless horror stories about book shipments being lost, book printings arriving askew/faulty, and many other things that kept me awake at night.
Despite these things, I still decided to self-publish. I got the sense that many of the complaints came from people who just didn’t put the necessary time into their self-publishing endeavors. After going through some of the motions, I found my assessment to be accurate. I wasn’t running into any of the problems reported by others.
Then, half of the 100 paperbacks I ordered for the launch party went missing. The USPS claimed the box arrived “empty”. I opened a case with the USPS and also with Amazon. Within 2 days, Amazon responded and thanked me for pointing out their “error”. They overnighted the other half of the order to me free of charge. My brain still hurts whenever I try to solve the mystery of what actually happened to those books. However, if Amazon was really being crooked, I don’t think they would have just made things right on their dime without a deeper inquiry. They never even called or asked me any questions.
Anyway, just thought I’d share two positive customer experiences with two large companies (and two major purchases on my part). I was geared-up for a fight on both accounts, and I ended up whole without hassle and within a few days. Bonzer!