Text chat didn't work for me<< WiFi for Entertainment? | Main | Is Technology Accessible? (How Do You Increase the Font?) >> Rich Gans | March 14, 2005, 02:51 PM To my utter disappointment my 7-year-old IBM computer’s quirks have caused me to purchase a new machine. Usually I buy from IBM, but this time I was drawn to Dell (sorry IBM). Dell’s product customization, weekly specials, and clear site navigation made the purchase appealing and smooth. The only problem I experienced was with their online text chat tool to chat with a support representative. Over the course of a few days I asked the same series of questions during multiple chat sessions and got different answers every time. I even got different answers from the same rep on 2 different occasions. Obviously this led to some confusion on my part. As my colleague Zachary McGeary points out in “Consumer Survey Understanding Customer Service Behavior” less than 60% of consumers have been happy with their experience with text chat support in 2004. This means everyone’s still got a long way to go, including Dell. All in all though, the online purchase was a good experience and I love the machine (especially the 19” flat panel that came bundled with it) |
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