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What Should Dell Do?
Well, it depends. If Dell wants to
lose thousands of customers: nothing,
which is what they have done up until now.
If Dell wants to keep its customers, do
damage control, and RE-EARN our business, I
would suggest the following:
- Immediately send ALL 5100/5150 users
a letter explaining the problem in
design with the 5100, apologizing for
the inconvenience, and stating the
normal stuff about how they want to make
the situation right.
- Offer to have a dell technician come
out to their house to replace the
cooling assembly and completely clean
the unit. This should happen for
all users, regardless of the level of
support the purchased, because this is a
Dell design flaw, and they should go
above and beyond to fix it.
- Send a $50 check to all 5100
customers, which at $5 per can, would
allow for several years of compressed
air. Since this is Dell's fault,
the user should not have to purchase
compressed air with their own money.
- At this point, Dell would have shown
me that they have satisfactorily tried
to rectify the situation. The have
fixed the machines and paid for a couple
years of compressed air. HOWEVER,
they would not have re-earned my
business, simply because of the LARGE
inconvenience that we were put through.
As such, if they wanted to earn our
business once more, they should lastly
do something more, something extra,
something that will possibly prompt me
to order from them again. What is
that something? I don't know.
That is for them to figure out.
Perhaps a gift certificate, valid for
one or two years, for $200 off your next
Dell purchase over $1000. Perhaps
free upgrades, over and beyond the
typical "sales", on your next Dell
purchase. These are just ideas.
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