I just got off the phone with Dell support. My story is simple. I bought my Dell computer a few weeks before Windows 7 shipped. It was my 5th Dell in the last 15 years and a relationship that I had been quite satisfied with. I paid for Vista because Dell promised to upgrade my Vista to W7 as a condition to buy their product. This was not a “promotional offer” sponsored by MS – it was a software purchase agreement. It was a promise.
When I bought my last Dell, I spoke to a very persuasive sales agent who assured me that they had the authority to make and keep promises – or so I thought. The sales agent said and did everything for my sale – even searching my files and invoking my own loyalty as a reason why Dell was the product for me.
That Christmas I got an Apple – at first I resisted using the MacBook Pro because I had to learn a new way of doing things. But after a while, I noticed something about Apple. They don’t waste my time. I don’t need to be a technologist to use it, I am not jammed against deadlines waiting for resource hogging features (that I don’t care about) crunching away on the hard drive. OK, the apple crashes every now and then but usually because I am doing something dumb.
Last week, all my PC friends got the latest FB worm – not me. My printer works just fine, as does the scanner, cameras, mics, bluetooth, extra monitors. No really, Everything is seamless. The Apple just refuses to waste my time. Again, the apple simply refuses to waste my time.
Now my business is expanding. I need to buy another computer – PC or Mac – I don’t care, I just need the systems. So I called Dell and asked them for my W7. I was absolutely appalled by their treatment of me and my request. Apparently a promise has an expiration date. Apparently a SOLD customer is a NON customer. Apparently Dell has time to waste paying their own employees time so that they can waste my time. Apple refuses to waste my time.
No really, I was astonished…disbelief…dumfounded. After elevating my complaint to several levels of management, the last one was perfectly willing to start a shouting match with me. I cannot remember the last time anyone caused me to raise my voice. Who was this person???? This is not the Dell that I know. It is the Dell that I never want to know again.
Social Currency is denominated in units of Time. Don’t waste my Time
I am really wondering how they justify this behavior. If you calculate the time it took to train 3 managers to diss me. The time that they actually spent dissing me, my own time getting dissed, and the thousands of dollars of computers that I will never again buy from them. All for maybe 100 dollars? Did I mention that Apple absolutely refuses to waste my time?