Dell for me for life – a review of appreciation

I bought an XPS 15 a while ago. Out of the box, it did not behave like I expected. I had many problems with it; HDMI did not deliver signal, the speaker was distorting, the wifi was intermittent. I sat with this for a while until I decided to place a service call. Now, days later, my XPS is working like it should. But this is not the subject of my review; the subject of my review is about Dell’s superlative, highly efficient and satisfying way they went about sorting my problem. For my call, I was connected with Dell service agent Sindu CK in India. Despite my agiitation, she was cool, calm, friendly, soothing and apologetic. She immediately set me at ease, and proceeded to operate. She took over my laptop remotely and did various tests. During these, she was able to assess my problem accurately. She booked an on-site service call for me, and 2 days later, their brilliant South African techy, Sifiso, was at my door. He proceeded to replace all the parts he brought with him. We powered up and voila, it all worked again. Then Sifiso communicated telephonically with his US office to provide an early verbal report-back. I have found Dell to make good products, which is why this is my 2nd XPS laptop. But as humans we are pre-programmed to make mistakes, therefore now and then, a dud will slip through in any industry; that’s a given. But how we go about dealing with those mistakes is of paramount importance, and what separates the professionals from the wannabes. In all my years of dealing with various companies in terms of requiring service, I have never come across a company that did it so lightning fast and so well, as Dell. So to the Dell Computer Company: as a customer, I say a BIG THANKYOU to you, and know that you have a customer for life.