Customers to Open/Reopen/Close or Escalate Cases
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.