Customers to Open/Reopen/Close or Escalate Cases

May 29, 2007

Posted By:  dinesh

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Dell service gives the customers Case numbers to track the issues they are facing. However, customers need to be given the option to proactively reopen, close or Escalate their cases in Support.dell.com if in case a proper resolution is not provided. Could be as simple as entering the case number and flagging the case as unresolved, reopend or escalation request placed. This should be linked to the DELL internal customer history records. Maybe DELL can have a seperate specialist team to handle these escalations. In Case of service delays, customers can enter the information. This can also be useful for DELL to track as how many cases are unresolved, find out hot issues etc. For customer, its empowerment to ask for an escalation or inform DELL about an unresolved case.

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  • May 30, 2007     Comment Link

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    Posted By: dinesh

    Yep scotty. There are multiple escalation teams and levels. But the point is it is fustrating when you find that a case is closed without a proper resolution being provided or for that matter a call not being escalated when you demand to speak to a higher level. This will ensure that customers can proactively keep their case open and request for action on these cases. If not happy with resolution, they can request for a next level to speak to.
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  • May 29, 2007     Comment Link

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    Posted By: scotty750

    there already is an escalation team, but its hard to get a case over to them.