A couple of days ago I purchased a new Dell laptop online. I entered in my credit card details and waited.

Yesterday I had a phone call from Beerendra Singh in their credit card processing department telling me that my card had come back declined. My CVV number is pretty worn so it not altogether surprising that I misread it.

Not to worry I thought, I rang up this morning to correct the CVV number….

Oh no I didn’t – I got a VOIP line that sounded like it was transmitting on a farm fence from outerspace. I got transferred six times and cut off three. I finally got told that in fact the department, (which opens at 7am Aussie Eastern time) actually doesn’t open then and I’d have to ring back an hour later.

It shouldn’t be this hard. Consumers would be prepared to pay the marginal cost of having customer service that… well… served.

Michael please listen (and yes I’m grumpy – my head is still throbbing like a jack hammer)

Ben Kepes

Ben Kepes is a technology evangelist, an investor, a commentator and a business adviser. Ben covers the convergence of technology, mobile, ubiquity and agility, all enabled by the Cloud. His areas of interest extend to enterprise software, software integration, financial/accounting software, platforms and infrastructure as well as articulating technology simply for everyday users.

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