Last week, my puppy Parker chewed through a laptop power cord. The fortunate part of this was that he munched on the DC lead, causing the laptop to shut down immediately when it detected the short. Had he gotten through the AC lead it might have been a lot worse.
In due course I ordered a new adapter from Dell. In my haste I ordered the wrong adapter, which I didn't realize until I opened the package. So I got in touch with Dell by email to request an RMA and shipping instructions.
Here's the great customer service part. Even though it was my fault that I got the wrong adapter, they're sending me a pre-paid UPS shipping label and eating the shipping costs. When I wrote back to customer service to say, no, really, my fault, I'm happy to pay for the shipping, I got this reply:
Dear Mr. Braverman:
Thank you for your reply.
I understand that you have placed the order for the wrong item erroneously however, please be informed that the pick is already scheduled with ups carrier and the tracking number is also generated.
I request you to wait until the carrier comes and picks up the package. I am elated to serve an esteemed customer like you and customer satisfaction is our main priority and I assure you it is our hope that you have a positive experience with our company in future also.
Mr. Braverman, I hope this takes care of your concern, please feel free to contact me for any additional support.
Thank you for choosing Dell.
Customer Care Specialist
ABU Customer eCare
I am so happy to have such an elated customer-service rep. That just doesn't happen every day. It does, however, show why I buy from Dell.