Last week I posted a long, angry piece describing how Dell screwed up an important order. Well, important to me. Pissily tiny to them. Within hours I received a phone call from Winston Robins, Dell’s Purchase Experience Manager for Australia and New Zealand.
What immediately impressed me is that he’d actually read what I’d posted, here and on Twitter, and instead of glossing over the mistakes he seemed genuinely interested in finding out what went wrong.
The short version is that the monitors I’d ordered were delivered as quickly as possible after that, and Winston kept me informed of progress at all times. He acknowledged Dell’s mistakes, and said the staff responsible were “coached” — which is a nice little euphemism, eh?
So what went wrong?
