Dell has long been plagued by stories of consumers dissatisfied by their customer service. But times are changing with the way Dell services customers.
Last week, they invited two groups of 15 people each for the first Dell Customer Advisory Panel (Dell CAP Days). Day one of Dell CAP Days was focused on people who were unhappy with the brand, and day two consisted of Dell evangelists.
I was in the day two group, and I enjoyed the opportunity to have Dell fly me out to Austin, TX and take care of the hotel for me, so I could share my feedback on Dell products and my thoughts on the brand, as well as seeing some new products.
The morning was dedicated to a discussion of the Dell brand, and what they are doing to improve customer support. Artist Sunni Brown was on hand to create a graphic summary of the interactions.
It was an exciting and encouraging atmosphere, as a wide array of Dell employees, including Chief Marketing Officer Erin Nelson, provided an open forum to share opinions, complaints, and suggestions.
You can see the running commentary from both Dell CAP days on Twitter with this hashtag: #dellcap
In the afternoon, we got to visit the Dell Design Lab to hear about the evolution of Dell product design, and see some of the latest products from Dell.
I was intrigued by the Dell Streak, a tablet/Smartphone hybrid that uses the Android operating system, and I plan to get one when it is released later this summer.
Another product that caught my eye was the Dell Adamo XPS, which is a tiny 9.99mm thin. I’m thinking this should be my new travel computer.
And I’ve been increasingly connecting my laptop to my TV, which can be a bit cumbersome. So, I think it could be time to get a Dell Inspiron Zino with a wireless keyboard and mouse.
Read more on Dell CAP Days on the Direct2Dell blog.
And if you have an issue with a Dell product these days, start at @DellCares on Twitter, and see how they’ve evolved their customer service.
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I agree with you Lizzete! This Dell products are very good to have. I just hope I can have it on a very affordable price.
I can’t to get my hands on in this new Dell product! I’m a big fan of Dell Computers.
I have not tried DELL because of the bad testimonies I hear, but if this is true that they’re changing for the better. Then I might give DELL a chance.
Do you hear bad things about the computers or the customer service?
I would like to have my opinion changed about Dell. I have used Dell computers and products for more that 10 years. After my nightmare experience with Dell support and customer service after my purchase of my Inspiron 1720 a few years ago, I vowed I would never again purchase a Dell product.
Hi Judith – that seems to be the story with a bunch of people. What would it take for them to win you back?
Congratulations, Shawn, on your inclusion in this group. I’m glad Dell has access to your insights and, as an affiliate marketer, I feel you are a doubly valuable asset for them (and ultimately us).
Thanks Mike – it was fun to share my opinions, and I really liked seeing the products just released and coming soon – definitely some big opportunities there.
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