Tuesday, January 23, 2007

Thank you Elizabeth B!

Over Christmas I bought a new laptop from dell.ca. One of their current promotions is that all computers purchased can be upgraded to Windows Vista for free. Well the other day I tried to finally do my upgrade and it said my system wasn't eligible. Grrr! I had heard the day before on the radio that Dell was voted as having worst customer service since they outsourced a lot to India. Well my first attempt was writing an email which I never heard back from in 3 or 4 days. Unacceptable!! Today I took matters back into my hands and did an online chat with a customer service rep. Well Elizabeth B looked into my situation and had things cleared up in under 5 minutes. Now I'm sure Elizabeth B is really a 45 year old Indian woman...but God bless her. Check out this incredible conversation:

01/23/2007 04:01:03PM	Session Started with Agent (Elizabeth B)
01/23/2007 04:01:08PM	Agent (Elizabeth B): "Thank you for contacting Dell Home and Small Business Customer Service Chat. My name is Elizabeth. How may I help you today?"
01/23/2007 04:01:43PM	Wesley Benjamin: "Hello...my laptop I ordered throughDell should be available for a free upgrade to Windows Vista, but when I enter my service tag on dellvistaupgrade.com it says I am not elligible"
01/23/2007 04:02:18PM	Agent (Elizabeth B): "May I have your service tag?"
01/23/2007 04:02:32PM	Wesley Benjamin: "XXXXXXX (removed for my protection)"
01/23/2007 04:02:57PM	Agent (Elizabeth B): "Thank you. Can you please verify the full name, address and telephone number on the account? Also if you have an e-mail address so I can provide you with a follow up of the session?"
01/23/2007 04:03:33PM	(removed for my privacy)
01/23/2007 04:03:37PM
01/23/2007 04:04:43PM	Agent (Elizabeth B): "Thanks Wesley. It looks like your system is eligible so you shouldn't be receiving the error. We are currently constructing the site and this may be why you are receiving this message. I will manually submit your tag. Please allow 3-4 business days be"
	fore applying the upgrade.
01/23/2007 04:05:11PM	Wesley Benjamin: "Great. Thank you very much ELizabeth B!"
01/23/2007 04:05:42PM	Agent (Elizabeth B): "No problem! Thanks for contacting Dell Chat and have a nice day!"
01/23/2007 04:06:13PM	Wesley Benjamin: "Thanks..you too."

I have also recently had great customer service help from Chapters.ca who screwed up my order but fixed things within 24 hours. Next up...ING Direct. They have been very tardy in replying to my boy Purdy's question that has $26 on the line.
Posted by WRMB :: 5:07 PM :: 2 comments

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