Kudos for Dell

I was still unable to burn a CD this morning, so I logged on to Dell's technical support chat. The rep quickly led me through a couple of troubleshooting steps, and determined that the issue was not with my burner (I could burn a data disc using Roxio), but with iTunes. We had to stop there, however, because he isn't officially trained or authorized to troubleshoot or support an Apple product. I understood, thanked him, told him I'd head over to Apple, and logged off.

A few minutes later, my phone rang. It was the tech, saying he had a couple of ideas that might help. He spent the next 30+ minutes on the phone with me, fixing my drivers, then having me re-install iTunes.

When we were done, the disc burned like it was supposed to.

This guy could easily have let me go off to Apple. He had done his job: ensured the Dell component worked. But he went further and made sure that I was able to use my Dell to do what I wanted to. Call center guys get compensated in large part by the number of calls they are able to resolve per hour. I had already logged off and responded to the survey saying I was happy with the service I'd received.

This is my third Dell laptop, and I've always gotten great service from them.

oakmouse, your CD will be in the mail soon!