There's good customer service and bad customer service. But things get don't ugly until you try to cover them up. There's a great New York Times article this week suggesting that's exactly what Dell's done while trying to cover computers that are failing from capacitor problems:
But Dell employees went out of their way to conceal these problems. In one e-mail exchange between Dell customer support employees concerning computers at the Simpson Thacher & Bartlett law firm, a Dell worker states, “We need to avoid all language indicating the boards were bad or had ‘issues’ per our discussion this morning.”
In other documents about how to handle questions around the faulty OptiPlex systems, Dell salespeople were told, “Don’t bring this to customer’s attention proactively” and “Emphasize uncertainty.”
“They were fixing bad computers with bad computers and were misleading customers at the same time,”
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