Tag Archives: Good Customer Service

Only Child says Dell Canada came through with Windows 7 problem

Laptop 18-433930798Sometimes big companies do come through with providing good service and with a staffer who not  only knows what he or she is doing but is also polite and professional.

So, after the runaround with Dell Computers, Canada Branch a few weeks back to extend my laptop lease on a month to month basis for up to a year, and get the service warranty connected to it extended, it was a surprise and relief when I actually had to use the current warranty to get a malfunctioning part in Windows 7 fixed. Yes, that is covered by my warranty, so no extra charge. Like many people with Windows 7, the Check for Updates function  on my laptop got stuck in an endless loop. I only hit that button because the regular daily check had stopped working the week before the monthly Microsoft updates.  There were also some Dell software updates that needed installing and perhaps they might be interfering here.

So I used my warranty and the Dell Support Assistant on my laptop to get to the contact info for Technical Support and phoned them. The first person took down the basic particulars, then transferred me to someone else who got the info on the problem then transferred me to an actual technical support person. This might seem like a runaround, but it all took under five minutes with no wait time for each call.

The fellow who helped me was Raj. He explained what he was doing and got my permission to access my computer remotely, taking me through each step. I also had him download and install Internet Explorer 11 in case that was needed to download Windows 7 updates. First, I told him I wanted to see if the other stuff opened the way for the update function to work.

It didn’t. But the email Raj sent me (all technicians do this after a session) with the Service No. also had the line that if I still had problems related to that service no. to get back to him.

Next day I did and suggested a time for him to call me. He did at the requested time and he got to work with the Windows 7 problem again with my permission using their program to access my computer and keeping me informed about what was going on.  And he did use Internet Explorer 11 for this.  After awhile he said this would be taking longer so he would put me on chat and we could stop the phone call. This gave him a chance to work on my computer problem (and maybe a few others’ computer problems that weren’t so complex) and me to go on to other things on my desktop computer.

The whole thing took around three and a half hours (I also had time to cook dinner in the oven and eat it). When I saw the laptop shutting down and rebooting and then put in my password to connect to Windows 7 and then saw the familiar updates available logo instead of the loopy Check for Windows updates, I cheered and got back to Raj with a thank you. And let him know he could close the remote connection and close the chat.

Of course being the partial computer Luddite that I am, I didn’t think to restart the computer again to clear, so when I clicked on the download and install updates – it didn’t do it. So I shut down the laptop.

I left it for a few days and when I turned on the laptop yesterday, opened the Windows Update box and hit the download and install button, it worked. And yes, I emailed Raj’s manager (there is a link in the email for that) and gave a good report on Raj and how much he helped me with the laptop software problems.

I don’t know what exactly was the block to Windows updates, but as mentioned above it is now common on laptops since last year when Microsoft started pushing Windows 10 on everyone with Windows 7 or Windows 8.1. As Windows guru Woody Leonhard says, Microsoft wants us to upgrade to Windows 10, not do updates to Windows 7, yet Microsoft is supporting Windows 7 until 2020. It is still 2016.

Bill Gates, now a philanthropist, is probably glad he is no longer with Microsoft. People used to take his name in vain when he was. But the powers that be that took over from him are missing something – like they don’t seem to know or grasp the true philosophy of customer service. Maybe they should take a lesson from the Dell Canada technical support system.

Would like comments on others dealings with Microsoft  in particular.

Cheers.

Sharon

Only Child Writes

 

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Filed under Dell Canada, Help and Support, Life demands, Microsoft, Only child, Technology problems

Only Child Revisits Aurora

Only Child revisits Aurora where she lived for 23year

Only Child revisits Aurora where she lived for 23 years

I went back to Aurora, Ontario where I lived for 23 years. This wasn’t my first trip back since moving to Toronto in 1998, but my “first” since 2009. That and the two garden centres outside Aurora that Carol and I visited provided a welcome distraction from the kerfuffle of the consumer screw-ups and mis-communications of the past few weeks.

So, on Saturday, Oct. 12 Carol and I drove (well she drove) a bit north of Toronto to the first garden centre – Black Forest just north of King City. I’d never been there before. The entrance of plants and structures was interesting and inside – well, I’m sure it is very colourful earlier in the season with flowering plants. But that Saturday it was somewhat bare over in the plant section. No offence to Black Forest but more a harbinger of what is to come. With the switch to standard time lurking (first November weekend) the roll to all being downhill weather-wise has started.

The garden ornaments were interesting and inspiring. But Carol and I bought some bulbs, which is what I had come for. I bought tulip bulbs.

On to Pathways to Perennials – a truly fairytale place to visit to temporally escape all the crap in the world. P to P has a winding road (with forest on both sides) into the actual centre and an outdoor/indoor cafe. We didn’t go to the cafe but stepped inside the gift shop. More bulbs – I bought narcissus and hyacinth and Carol bought a small mirror. Outside we toured their small garden and here’s where the impending doom of winter showed with only a few perennials still blooming or not yet dormant.

From there we drove into Aurora – lots of changes even since 2009. The pub where we would eat (outside in the summer) is no longer there but we found another one, a small chain, but one with great food and it was even warm enough to sit out on the large patio which almost surrounds the outside. Afterwards we wandered around the unique plaza, St. Andrews Village, this Shoeless Joe pub is in, including into Starbucks. The IGA grocery store (or one of its derivatives) is no longer there and neither of us could remember its actual store location.

Carol left her car parked in the parking lot there and we walked down the few blocks to the centre of Aurora. The plan was to visit the somewhat newly renovated Aurora Museum (now the Aurora Heritage Centre) but it closed at 4 p.m. and we missed it by about 20 minutes or so. Carol had never seen the newer Aurora Public Library so we made a quick visit there. Then we headed up the street a bit and crossed over to see my old friends Mike and Lorraine Evans who run the Aurora Downtown Hardware Store http://auroradowntownhardware.tel/ They’ve been there (with varying store names) for 39 years.

Mike and Lorraine are a phenomena in these times of crappy customer service. When I lived in Aurora, I would go into their store, let them know what I was looking for and one of them would either find it or order it in. When I had to buy a new microwave, Mike even drove me home with it because I don’t drive and the microwave was too heavy to carry. The duo (they are married) also provided me (and other regular customers) with the names of reliable and competent handymen and I used to hire one of them regularly.

They are an interesting couple – in their mid-sixties – she has long grey hair and comes from New Zealand. He has grey hair (and it’s all there) and might be a few years younger than her. They have a daughter in her mid-thirties. And they have a cat, Leo, whom Carol and I met. Leo was sitting in Lorraine’s chair near the back and looked very content.

And yes, both Carol and I bought a few items we were looking for. When we walked in the store and I introduced Carol and said “hi” I went right into “I need to get a few things which I can’t seem to get in Toronto and don’t get the service there that you and Mike give” – or something like that. So Lorraine went into action, finding the merchandise and asking questions about what we particularly wanted from the selection they had. She even pointed out something on sale in one category.

Too bad we can’t “lift” them and their business into Toronto.

After that we drove back to Toronto and all my problems.

No, I don’t want to move back to Aurora. I know I’d just get bored after a few months. I need the city for the many cultural, etc., events and my friends here. But it was a respite from hassles. And with the great bus service up and down the main drag into the north end of Toronto, I realized I can do the visit myself. Not in winter, so not before the end of March (I have a reading from my book Beyond the Tripping Point, along with other Crime Writers of Canada members at the Aurora Public Library March 24).

I told Lorraine and Mike about it and they said, “See you on March 24.”

Check out Aurora, Ontario, Canada at http://www.town.aurora.on.ca

Cheers.

Sharon A. Crawford

Only Child Writes

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Filed under Gardening, Home and Garden, Libraries, Peace and quiet