As a retired civil engineer and quarry administrator, my father is a typical user: savvy enough to deal with some technical issues, but unwilling to rip apart his PC to solve the problem. In other words, a perfect customer for Best Buy’s Geek Squad.
But Dad faced a problem about a year after he purchased his PC: who handles a support call? When the power supply failed, Geek Squad took the case. But after Microsoft asked for the license key for his copy of Office that he had misplaced, the headaches began.
The process was typical: without clear, defined responsibilities for support, Dell support tried to hand off the problem to Best Buy’s Geek Squad, who blamed Microsoft and Dell, respectively. Dad’s currently stuck in a he-said, she-said situation that seemed to have no hope of resolving itself, until today.
The ray of hope? A change in Dell’s public support policy, which the company put in place Friday night. Dell finally took charge and tried to create a process by which Dell-Best Buy customers could finally find some resolution.
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