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Have you ever gotten a new product and tried to call the manufacturer with a question?  Tough isn't it?  You call, do the dance on phone to select language, this and that option and by the time you talk to a human being, you're mad as heck.

I got a new computer recently.  It's a slick 17" fast laptop running System 7.  It runs very well.  I had a question, however. 

I thought I had purchased Microsoft Office Home and Student addition.  During the startup, I had put in the key to activate it and all was well. I kept seeing a message that wanted me to upgrade as my trial was about to expire, so I called Dell, the computer maker.  They are one of the largest hardware manufacturers in the world and I've had a number of their products

I went to Dell's excellent web site and low and behold found a toll free number.  After selecting the proper language and asking for service, I got a human being quickly.  He got my customer number and up on his screen came my entire history as a longtime customer.  Oh, yes we see you purchased a new system on November 29th, 2011.  What can we do for you?

I explained the situation and the voice on the other end told me he was going to get on my machine with my permission and he did so quickly.  He said:  "Do you have and extra monitor hooked up?, I see one".  Yes, I do, I said.  I watched his cursor go down to the start button and delve into what I have.

He quickly determined that I had the right four packages authorized and in working order.  The messages I was seeing were for Publisher and Access, which I did not purchase, but which I could on an easy upgrade.

Ah, ok, thank you, I said.  He asked me if he could help on anything else.  I said, no and have a good day.  Before I hung up his supervisor got on the line and asked me two questions:

1. Could I understand the technician's English?

2. Was I satisfied with the service?

I responded positively and said goodbye.  So what I thought would be hours on the phone was handled quickly and in a positive manner.  Good start for a day.

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Wednesday, January 11, 2012