The Broken Window Theory and the On-line Ordering with Dell
The way the customer perceives the business is a crucial element in the success or failure of a business or simply a broken window for a big business that when left unattended would invite more broken windows that may lead to the collapse of the whole building.
The first time I ordered a computer from Dell online for a friend, it went smoothly from the processing of the order to the delivery. Thus, I recommended to another friend to buy one herself and I would help her out.
I did the ordering online and made a phone call to customize the basic components of the desktop by adding a floppy disc drive. Since the order was made using my phone, I requested the CSR to change it in their record to reflect the phone number of my friend.
The desktop was delivered and instead of a floppy disc drive, we found a hole in the tower where it should have been attached. So I called the technical support to complain. I was losing my patience when the techie insisted that there should be one.
Hey, I was already in my third pc unit and I should know how a floppy drive looks like. After having an ear fatigue for waiting for somebody to assist me, a CSR informed me that a floppy disc drive is going to be sent and with the further instruction to call Dell Tech Support for assistance in its installation.
When it indeed was delivered, I had to go to my friend's house to install it for her. So much time wasted for me. With the instruction from a techie, I opened the tower to install the drive. To my surprise, there was really a floppy disc drive inside but it
was detached with tangled wires. Talking about QUALITY INSPECTION. Hah
After a month of using the printer that went with the unit as a special promo for the month, it got broken. So, I got to call Dell again and they promised to deliver a new unit which got broken too after a few more months. My friend bought an HP printer.
My request for changing the phone was never done so, follow-up calls from Dell were always coursed thru my phone. Talking about inefficiency or miscommunication?
Last month, my friend wanted to buy a laptop. She was attracted by the low price for a laptop as sales promo for the month. I do not want to do the ordering anymore but I guided her in the website and the customization.
She printed the specific item that she ordered in order for her to be sure what she was ordering. In all that time, she was the one talking to the CSR. She gave her e-mail address and mine so I can check it out for confirmation.
An e-mail had been dispatched to my e-mail address. Did not bother to open since I knew it was just a cc for me. Later, I learned that she did not get the e-mail herself.
The laptop was delivered. I checked the packing the list. That item was never the good that was ordered. Instead of a pentium, it was a Celeron. For pc users, they know the difference between a pentium and a celeron. The monitor was not what it should. The capacity of the processor is just half of the unit ordered. Practically, it was cheaper than the unit that was bought.
So I made the call to have it replaced and the instruction was just mindblowing and crazy.
The CSR instructed me to write the authorization number for pick-up by the UPS
in the next 24 to 48 business hours. No one came to pick it up. So I asked my friend to choose the other option, that is to drop it at the nearest UPS center.
The UPS did not accept so she has to bring it home again. After a series of e-mails, to Dell, another pick-up schedule was made, this time in her office because there's nobody home to wait for the UPS guy.
After two weeks of waiting, finally it was picked up. The next problem, is the removal of the item from her account and that has to be checked again. Another headache. Oh Dell. And there had been reports of similar problem. The company has grown so big that one dissatisfied customer may not matter.
Let us remember the broken window theory.
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posted by cathy at 5:12 AM
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