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Dell’s New Premium Support and Integration Services Build on Existing Tools and Improvements for Consumers


* Dedicated Tech Teams Work One-on-One with Customers in North America
* Beyond-the-Box Retail Services Focus On Digital Lifestyle in the Home
* Customer Satisfaction Continues to Rise

To further enhance a great customer experience, Dell today announced forthcoming expansion of its consumer services offerings aimed at delighting customers and helping them get more out of their digital lifestyle.

Dell’s new premium support service is to provide a dedicated team of technical professionals which customers can contact directly for support of any Dell-branded product. This new fee-based offering is designed specifically for those customers who want to engage with the same dedicated team each time they have an issue with any of their in-warranty Dell-branded products.

The premium service offer provides household support by an advanced support team in North America for one year. The technicians are empowered to address a comprehensive range of issues across the breadth of Dell’s product line.

“Our commitment to a great customer experience has never been stronger,” said Ray Roman, vice president Dell global consumer services and support. . “This premium service is all about making the tech support experience more personal; users who want high-touch support can now receive it. We’re excited to bring them to the market.”

The premium service experience resulted in a more than 90 percent customer satisfaction from the 20,000 Dell XPS customers in New York City who piloted it.

“Dell has risen way beyond any computer manufacturer,” said Josh Schleifer. “The real-time knowledgeable and caring assistance offered by the pilot program is light years ahead from any other service I have ever received. It is invaluable”.

Retail Services

In addition to the Premium services, Dell is also planning to provide new services for customers who buy Dell products through retail. Those services, available on Dell and other-branded systems, include home television installation, home theater set-up, technology integration, and other services that can help customers build out their digital lifestyle infrastructure.

“Our goal is to simplify the consumer electronic experience and help customers get more from their digital experience in a way that’s convenient, meaningful and affordable,” said Roman.

These services, available in the coming weeks, complement existing tools that have helped customers with their PC purchases in recent years. Dell’s unique remote diagnostic software program called “Dell Connect” has helped over 5 million customers globally. DataSafe and PC Transfer help customers protect their photos, music and stored content as well as transfer files easily when purchasing new Dell products.

With these and other improvements, Dell has improved customer satisfaction scores by nearly 15 percent in the past seven quarters.

“Dell realizes the importance of customer service and remains committed to improving processes and products every day to exceed customers’ expectations,” said Roman.


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