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Support reps are always allowed to do more.

Support reps are always allowed to do more. There's always a path of escalation that ends at the CEO. If a Dell-partnered senior exec (like from Fry's or Best Buy) was having a terrible customer support experience trying to RMA their Dell device, you can bet that if it didn't get resolved ASAP that there'd be a Dell exec personally flying out a new device and repairing their business ties in-person. It just sucks for us little guys, because the only way to apply the same pressure is with publicity.

Posted by cjslep on Dec 4, 2016, 8:21 AM

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Support reps are always allowed to do more.

cjslepDec 4, 2016, 8:21 AM

Support reps are always allowed to do more. There's always a path of escalation that ends at the CEO. If a Dell-partnered senior exec (like from Fry's or Best Buy) was having a terrible customer support experience trying to RMA their Dell device, you can bet that if it didn't get resolved ASAP that there'd be a Dell exec personally flying out a new device and repairing their business ties in-person. It just sucks for us little guys, because the only way to apply the same pressure is with publicity.

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