My new computer had a hard drive failure and Dell replaced the drive for me last month. They also included a image of my computer with what was shipped to me. I just had to replace the drives and start up the system.
I was dealing with a woman at Dell, Rosemary, because I did not see my copy of Roxio Creator that was shipped when I got the machine. I never had a disc for it. She suggested that I recheck to make sure there was not a disc and if I did not have one to give her a call. Actually this was probably the end of January.
Today was my 2nd phone call to her extension with no resolution to my problem. Dell needs to tell this woman what customer service is. I have called twice, left my information and have asked for a return call.
I’m tired of being the nice guy now.
In fact, I’m tempted to Ustream my call to Dell this evening to get this resolved. If you are on Twitter watch for a Ustream blurb if I do. Should be interesting for Dell to be on the receiving end of this call being recorded for quality assurance purposes.
The time is coming yet again…grad time. Many will be leaving the hallowed confines that are known as UC Davis and venturing out amongst the free world to stake their claim. Before they do though, they really should head to the UC Davis Bookstore Grad Faire 2010 to see what kinds of goodies they can get before they call it quits.
So why is someone from the TechHub writing about a Grad Faire? Well…because we will be there! We will be showcasing Incase Laptop sleeves (still $29.99 for the moment…they will unfortunately be rising in price in the near future), Dell exclusive machines available only to those at UC Davis, and Adobe boxed software. What’s the big deal about Adobe Boxed software (besides the fact you save about 60% off retail)? If you come by the table during the Grad Faire, we will give you a coupon for 5% any Adobe Boxed product we have in stock (limited to one per customer, and limited to stock on hand). While there, make sure you run by all these companies and groups below.
Companies and Groups Featured at the Grad Faire:
Apple Inc.
Check out the deals you can get on a great Apple computer while you are still eligible to do so.
European Grad Trip
Let this be your year for adventure! Celebrate your college successes with an unforgettable voyage through eleven wondrous countries. Climb the Eiffel Tower, bask under the Grecian sun, sample the delicacies and specialties of Germany, England, and Switzerland – Europe, in all its splendor awaits.
Marsh
Life comes at you quickly. And tackling it without health insurance is risky. Stop by the Marsh table to learn more about how The Blue Shield of CA Health Plans can protect you with the right combination of coverage and cost available through the Cal Aggie Alumni Association.
Liberty Mutual
Liberty Mutual has partnered with the UC Davis Cal Aggie Alumni Association to offer a Group Savings Plus discount on Auto, Home and Renters Insurance. Stop by our table to learn more.
Princeton Review
Visit the Princeton Review table to receive discounts on graduate school prep courses, as well as special gifts.
Herff-Jones Class Rings
Next to your diploma, your college ring is the ultimate symbol of academic achievement. Let Herff-Jones create a ring that’s uniquely you, reflecting the traditions of your university as well as your own personal style.
CB Graduation Announcements
Personalized graduation announcements are the perfect way to announce your academic accomplishment to family and friends. VIP Studios Photography Capture the memories of this important milestone. Set your grad portrait appointment at the fair and receive a 10% discount.
University Frames
Preserve your achievements with the finest quality diploma frames available. Stop by our table and enter to win a free diploma frame!
Senior Class Challenge
The 2010 Senior Class Challenge is one of our last chances as students to leave our mark on UC Davis. By making a gift today you will help enrich the lives of current and future students. SHOW YOUR SUPPORT. Even a small gift will make a big difference.
Financial Advice
Learn the top 10 financial tips for recent grads from financial advisor and UC Davis alumnus Michael Hartmeyer.
Career Counseling
Looking for a job right out of college? Let UC Davis Alumna Andrea Weiss, a Nationally Certified Counselor and Master Career Counselor, advise you on resumes, interviewing, job search techniques and the skills needed to launch a successful career.
Community Service Opportunities
Meet with representatives from the Peace Corps and Americorps
Cal Aggie Alumni Association
Stay to connected to campus and receive valuable member benefits including access to group insurance plans, discounts for grad prep courses and extensive career resources. Purchase a grad pack you’re instantly a member!
Cap and Gown Rental
Rent your gown at the fair or rent it online! Find out about how to get a FREE RENTAL and discounted diploma frame with purchase of a souvenir Grad Pack!
Enter to win GREAT PRIZES!
Hourly drawings for diploma frames, class rings, announcement and photography packages, and more!
Refreshments!
PIZZA, CUPCAKES, ICE CREAM will be on hand courtesy of Cupcakes and more from Davis Creamery…Udderly Delicious! Beverages provided by Vitaminwater. (While supplies last.)
Have questions for your Dean’s Office about the ceremony? Representatives will be on hand with the answers from the colleges of Letters & Science, Agricultural & Environmental Sciences, Engineering, and Biological Sciences.
And now, the Darth Vader to Alma’s Luke Skywalker: Kazimiera. You can call her Kazia. (CAS-yeah, the cas as in casual.)
Okay Dell, I have to admit, you did a good job. I have almost healed from the trauma you caused me with Alma’s (Inspiron 1420) 3 (almost 4) motherboard replacements and numerous power cord issues! I’m thoroughly impressed with this new (Studio 15) machine. The screen is beautiful. This is the kind of laptop that I usually price out and then go, what?! how much? uh, no, this other one’s just fine. I’m so close to being happy to send Alma away (the fact that she has a name is making it a bit hard). I’m not going to go crazy with praise, but Dell, you held up your end of the bargain, honoured your extended warranty, and put things right, so I won’t mention whose computer I’m thinking of buying next.
I think Kazia and I are going to get along quite well (at least until my warranty runs out).
♥
Tired of listening to cheesy hold music for hours? With more people using Twitter, customer service departments have started following suit.
In my previous blog post, I discussed how building an online community around your brand also has customer service benefits, but what if your only goal is to provide customer service via Twitter?
Providing customer service via Twitter is a complicated task, but it centers around your responsiveness to your customers.
Searching for and promoting your brand on twitter are essential. Your customers need to know you are on Twitter.
The second key is responsiveness. If people are tweeting frustration about your brand and these tweets go unanswered, the view of your brand will decrease.
Take a look at Seesmic’s Support, @askseesmic.
A Twitter user was frustrated at a change to the way the Seesmic application handles retweets and tweeted the following:
@BrookeLogan09: Seesmic i HATE u for messing w/ the RT system
Seesmic responded quickly with:
@askseesmic: @BrookeLogan09 which app is this for? Let me know here to listen and help! thanks! ^cw
About six tweets and 30 minutes later @BrookeLogan09 had her problem solved and gratefully tweeted:
@BrookeLogan09: Seesmic team is THE BEST!!!!! —-> @askseesmic
Seesmic not only found a tweet that wasn’t directed at them, but solved the problem in a public manner. Anyone can see this exchange and note that Seesmic is responsive to the needs of their customers.
The one downfall is if you fail to help a customer, you are likely to get called out on it.
Last week, Claire Celsi, a PR professional from Des Moines, Iowa, called Dell out on the numerous problems she had with various products.
Her first tweet on this issue expressed her total frustration at the situation she was in.
@clairecelsi: Computer repair guy just called. 6 month old, lightly used Dell laptop blew a hard drive, under warranty. Dell sucks. DELL SUCKS
Over the next few days Celsi continued to tweet about her situation, even mentioning @dell. Without success she directed tweets at @dell and @teamblackhawk, Dell’s sales team for home users.
Eventually, @schippers mentioned that @lionelatdell may be able to help and Lionel reached out to her.
Celsi’s experience transitioned to e-mail and you can follow how her story turned out in her blog post here.
While Celsi’s experience may not be typical, it highlights the need to actively monitor your brand on Twitter because if you don’t the results will linger in cyberspace forever.
Here are some of the other companies I found providing customer service via Twitter: AT&T, Comcast, Constant Contact, CoTweet (who also supplies an application to help companies manage their Twitter accounts) and HootSuite (another maker of a Twitter application for businesses).
Do you have stories about getting help via Twitter? Comment and let me know.
Today’s Featured Cause: Healthy Notions – Healthy Notions is a GA Non-Profit children’s organization. Our goal is to help develop healthy communities by decreasing risk factors for children (ages 6 to 12) through educational, health (physical/emotional) and inspirational projects and initiatives.
We believe that kids can be empowered and challenged to make a difference in their lives and greatly impact the lives of others if they are presented with an opportunity to do so.
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