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I’ll Pay for It - Price Packages by Service Level

Sales Strategies, Service and Support submitted by dell_admin1 05/18/07

Dell wants your feedback on the following idea intended to improve customer service and support:

We're considering an option that would allow customers to "buy in” to differentiated packages of service, including where they choose to have the service delivered from.

UPDATE (May 18 at 8pm Central):
A number of people are asking for more information about this idea so they can comment. However, this idea is not a defined “offer” at this point, so many details have not yet been determined. That’s why we want your feedback!

Others have asked if this idea would cost extra or not… in this case, yes, the intent is to explore a “for fee” buy-up option from the standard warranty.

In this option we are considering, the standard warranty service would not go away, it would remain free with system purchase. And the buy-up option would be for incremental offerings, which might range from selecting to be served by local customer service agents in your country to other services such as system tune-ups, virus and spyware removal, etc.

Some of these incremental offerings might be included as the standard offering for premium products, but they might also be offered as an option for any customer to buy into – independent of the model of system purchased. For example, airlines have frequent flyer programs and Club Lounges. If you are a premium customer and fly first-class, you automatically get access to the Club Lounge. If you fly economy-class, you don’t, but you can still buy your way into the Club Lounge.

Again, none of the details for this idea are defined yet, this is just what we are thinking so far (based on your feedback), so you tell us what you think it should look like! 36 Comments »

Hello Again - Dedicated Teams

Service and Support submitted by dell_admin1 05/18/07

Dell wants your feedback on the following idea intended to improve customer service and support:

We're considering a dedicated team approach for customer service, where a customer would interact with the same people whenever they need customer care or technical support.

UPDATE (May 18 at 8pm Central):
A number of people are asking for more information about this idea so they can comment. However, this idea is not a defined “offer” at this point, so many details have not yet been determined. That’s why we want your feedback! Others have asked if this idea would cost extra or not… in this case, that has not yet been determined and we’re hoping to use your comments to help define the answer. 84 Comments »

Geeks to Grandmas - Service Customization

Service and Support submitted by dell_admin1 05/18/07

Dell wants your feedback on the following idea intended to improve customer service and support:

We're considering providing customers the ability to self-select their service queue based on their own technical capability, such as "Advanced Computer Knowledge," "Intermediate," or "Beginner," further customizing the support experience.

UPDATE (May 18 at 8pm Central):
A number of people are asking for more information about this idea so they can comment. However, this idea is not a defined “offer” at this point, so many details have not yet been determined. That’s why we want your feedback! Others have asked if this idea would cost extra or not… in this case, that has not yet been determined and we’re hoping to use your comments to help define the answer. 80 Comments »

Eliminate Internal Divisions - Home and Home Office Pricing Match Small Business

Sales Strategies submitted by ddschamp 05/21/07

Ever go proding around the oh so many different divisions of Dell and come up with the conclusion that somewhere hidden on the web site is some deal better then what you were going to purchase? Did this experience frustraite you to no end? Well heres a chance to voice out... let's have more consistant pricing across the 2 avenues to which most customers have to reach Dell: Home and Home Office and the Small Business Dept. In fact, a better idea maybe to merg their site into one, allowing customers more options for home or office use. Lattitudes should be available for home customers who want to purchase from online or a Dell Direct Store and the Inspierons should be priced to match Small Business as well. 3 Comments »