So today I receive a mailing in which I am being asked to further extend my warranty on a notebook that Dell never actually got to me due to shipping “issues”. Now, I expect to be on some mailing list in a blind hope that I will once again, go through the nightmare that is trying to get my ordered product to my doorstep. But to have such poor CRM (customer relationship management) that Dell is mailing warranty extensions to people who canceled their order with them, leaves me at a loss for words.

The warranty extension request clearly states the ordered Inspiron 1525, the one that was lost by DHL and that I canceled because of this. Yet despite having a CRM system that can recall this info yet is unable to do a simple cross reference to see that the order never completed…is pathetic in my mind.

There are a number of things that Dell does right. And at one time, I felt they were a company to watch. But bring up bad feelings due to something I certainly do not care to relive, is just a waste of postage. My advice to Dell is to give serious consideration into revamping their CRM tools. Clearly, if they can determine the product that was ordered and that the fact that a warranty was running, surely they can also verify that the order had not be canceled as well. Seems fairly straight forward to me…