Dan's Shorts

Examples of good Customer Service

I've been using Dell computers for ages, and have always been happy with the products and services they provide. I got a letter today that makes me even more confident in their ability to take care of their customers.

Dear Sir or Madam:

Our records indicate that you may not have received your Dell Financial Services monthly billing statements since you changed your billing address on our web site. This was the result of a systems error. Dell Financial Services has taken steps to ensure your account has the same status as it did prior to your change of address.

A payment will not be required for any month in which you did not receive a billing statement. We have waived all finance charges, late fees, and phone pay fees incurred since the address change. Aditionally, any applicable delinquency status and reporting has been revised to reflect your status prior to your change of address. These changes should appear on your next monthly billing statement. If you find any fee or charge associated with this error on your next monthly billing statement, please contact our Customer Care group so we may promptly address any issues.

Changes to ensure that this issue does not happen again have been implemented by Dell Financial Services this week. Your business and patronage of Dell Financial Services and Dell, Inc. are very important to us. We apologize for any inconvenience this may have caused you.

Yes, I know it's a form letter, but the fact that they owned up to the mistake (they could have said it just got lost in forwarding) and made the effort to remove any penalty charges really gives me a warm fuzzy :)