A 21st century Illusion

A 21st Century Illusion --- Customer Service

I apologize to all my readers. I haven't published anything new on YourKenpo.com in over 30 days. As I was running out the door to catch a plane to Dublin, my hard drive crashed. Since I had spent the extra money for the SUPER SPECIAL EXTENDED WARRANTY for my DELL computer, I assumed that this problem would be corrected quickly. Unfortunately, I didn't REALLY understand my contract, assume was written ASS of U and ME!
First, I live in a rural area, so no technician was available to fix my hard drive. A technician was part of our contract. DELL customer service and technical support was the standard corporate run-around, but now it has an Indian accent. After many hours (days, weeks) of frustration, I would occasionally connect with a service representative. I soon began asking for the contact information for the vice-president(s) of customer service/ technical support. This resulted in more avoidance passing around (days, weeks) with no solution to my problem. Finally, I was told that customer service/technical support reps we NOT ALLOWED to give out the contact information for their bosses!
Thwarted in my attempt to vent my spleen and spill bile on the policy of outsourcing, I decided to e-mail investor relations. Yes, I had to borrow someone's computer to send it! As a DELL shareholder, I expected a prompt response from investor relations. My e-mail was ignored! Borrowing a computer again, I sold my DELL shares. Did I get my computer fixed? Yes. Was DELL any help in that process? NO. I was a DELL customer. I was a DELL shareholder. I will never knowingly do business with DELL again.
In my own business, I think in terms of CUSTOMER SATISFACTION through technical COMPETENCE. I strive for happy clients and technical excellence. Are these the ideals that drove a young Michael Dell to begin building computers in his college dorm room? If so, how do such ideals get lost as a business grows?
Too many questions, will any of my readers comment? Just one more question, does anybody know Steve Jobs' e-mail address?

By: Lawson