UPDATE: Trisha from Customer Service in the Philippines just rang me and we confirmed that the mic input problem was resolved, and then proceeded to attempt to fix the ‘missing horizontal sound bar’ issue.
It isn’t a Dell issue, more a Vista one, and we found a website that offered a third-party plugin – but loading it didn’t seem to make any difference; certainly the sound bar didn’t appear. I’ll remove the app later, once I’ve finished configuring/training the speech recognition engine in Vista.
But thanks, again, to Trisha and Dell for doing what they said they would – follow up with me.
Further to my plaintive cry for help of last Friday, I received a call from Yvonne Patze, a Senior Sales Operations Manager at Dell here in Australia.
It seems that the US team had picked up my calls of frustration and for help on the web over the weekend and had forwarded my details to her for further investigation.
As Yvonne says,
As discussed I have escalated your case to the TS Director and his TS Manager and I am expecting confirmation that someone will call you today to discuss the technical difficulties that are still outstanding. If required we will arrange a technician to come to site to address the issue.
Yvonne also apologised for the delay in an Australian response; the Christmas-New Year break was the culprit.
As a former serving member of the armed forces here in God’s Own Country, it has well been a badly-kept secret that if you wanted to invade us all you had to do was wait until late Friday night of a long weekend to begin your incursion, because no one would be around to respond. You could be sitting comfortably in the comfy seats in Parliament House in Canberra, AK47 nestled in your lap, before any one knew anything about it.
The same deal goes with the Christmas-New Year period.
But this whole episode tells me one thing: that despite the Christmas-New Year meltdown of Australian business, someone somewhere in Dell is listening and is prepared to do something to help — even if it means you DO have to stay on the line to the call centre.
The sheer fact that they are listening (ok, technically ‘reading’) to what is being said in the blogosphere is more than enough evidence for me to continue recommending them to friends, family and colleagues.