As a test, our client insisted on purchasing only two systems from Dell.
When two rather trivial problems were sent to "support", they were unable to receive a cogent resolution to either problem and there was no 'easy' method of contacting anyone outside of the India facility.
At that point, we recommended that the client obtain their required 3,500 systems from a competitor who had competent domestic customer service.
Our client's "test" proved that Dell didn't think this was anyone worth dealing with and lost the bigger sale.
The competitor didn't care that there were only two systems purchased, they simply wanted a happy customer.
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As a test, our client insisted on purchasing only two systems from Dell.
When two rather trivial problems were sent to "support", they were unable to receive a cogent resolution to either problem and there was no 'easy' method of contacting anyone outside of the India facility.
At that point, we recommended that the client obtain their required 3,500 systems from a competitor who had competent domestic customer service.
Our client's "test" proved that Dell didn't think this was anyone worth dealing with and lost the bigger sale.
The competitor didn't care that there were only two systems purchased, they simply wanted a happy customer.