- When information on warranty returns is emailed out, include the phone number for dispatch.
- If a part is failing, check if it is in stock and reserve it for me for 1 week so that I know exactly how long my poor little laptop will be away from me getting repaired.
- Allow chatting with reps without having to enter product information beforehand.
- If parts break within nearly a year of purchase (e.g. a motherboard), go above and beyond the standard 3-5 day service return and get it fixed. Especially if the customer had other failures during the warranty period.
- If a hard drive has become corrupted, inform the customer that they should have disk imaging software and a backup drive standing by to try to recover as much data as possible. (A friend theorized they may not tell you since it could be a slippery slope into ripping DVDs.) The tech had told me Dell would stay on the phone as I reinstalled Windows and my apps on my new hard drive. Thank heavens I captured an image of my hard drive before it failed and avoided 20+ hours of installation headaches.
- Remind you that DHL is closed on weekends so you don't call for dispatch.
- Have a way for customers with existing issues to quickly enter an incident ID to follow up with customer support or to get status without having to navigate through multiple qualification layers.
- When I dial your "existing case" phone number and enter the number, why do I need to enter what product I'm calling about?
- Instead of an automated system telephoning me to ask if my issue is closed, the system should check your system to know that the issue is not closed.