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Technology Stocks : Dell Technologies Inc.

DELL 126.41

+2.8%

Dec 19 3:59 PM EST

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To: calgal who wrote (162417)	10/30/2000 1:06:53 PM
From: Mary Cluney	Read Replies (1) of 176387

Westmoreland,<<<Join an expert from Dell as he discusses "Enhancing the Customer Experience in an Internet World" at GBC E-Business 2000 >>> Dell probably does it much better than others, but that is not saying much. I have been a recent customer online, and the experience is less than adequate. The system was down much of the time and the navigation is real poor. Some links were broken! You click on an icon, and the Dell server comes back with a message that read it couldn't find the link and asked whther you were sure you had the right address. Amazing. More amazing is after placing an order online (which was not a great experience in itself), to follow up when speaking with a sales rep from an 800 number, he couldn't reference the online order. I had to cancel the online order and place it with the human from the 800 number. The trouble with the human is that he was a young man starting family life and had childrens soccer matches to attend and was not at his desk when you needed him. I'm not against family values and recognise that at certain times humans are better than dealing with a search engine through html. Dell has a long ways to go before declaring victory wrt a great customer experience. MSD better get out of his coccoon and find out what is really happening with his company. Don't get too smug. Regards, Mary

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