Giving Credit Where Credit is Due (Praising Dell Customer Service)

by Reads (7,434)


It’s easy for us to complain when a machine goes bad and at last resort, we have to call customer support for help. We’ve all heard the horror stories; in fact most of us have lived through at least one. And hardly anyone in this business gets beat up more than Dell; that happens when you sell more machines than anyone else. So I share this brief account of my experience with a support call for a new XPS M1210 that I made last night.

Background

My father-in-law needed a small machine for travels with enough power to keep up with his daily computing demands. Integrated Verizon wireless was a requirement, so I recommended, and he purchased, a new Dell XPS M1210. Delivery time was fast, only two weeks, a week faster than promised at the time of ordering.

The Issue

My father-in-law already had a Verizon air card and needed to transfer the service to his new notebook. Many of us at TechnologyGuide.com carry these same cards, so I’ve often contemplated how this transfer takes place. In fact when these notebooks with integrated mobile data cards started rolling out, I asked just about every rep we talked to and none of them knew the answer.

PCMCIA based Verizon wireless EVDO air card

Now We Know

Inside the Dell package are a bunch of CD’s. One of them contained the software and a setup guide for the Verizon service. Not knowing who to call first for this issue, I called the Dell number listed on the setup flyer. I spoke to a live person within 2 minutes. They were able to re-direct me to the proper person at Verizon.

A few minutes on hold with Verizon and we were in business. I simply had to supply them with the phone number for the Verizon air card, then the ID number for the M1210, which Dell had already informed me of how to retrieve. I gave this info to the Verizon rep as he made the update in their system. Within 90 seconds the computer found the Verizon service and was able to connect. In fact, I think the service is faster for some reason on the Dell card than the PCMCIA card from Verizon.

Bottom Line

I received great service from two companies during peak call times. There were no waits and the first person I talked to at each place was able to solve my problems. So if you’re curious about how to transfer Verizon service to a new notebook, now you know. But let’s also remember that there are good service stories too and from time to time, those need to be told.

Dell XPS M1210 Review

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