How good is Dixons’ customer service? If I ever get through to them I’ll let you know

I made the mistake of buying a laptop for my son’s 18th birthday from Dixons.

As I checked out, I was given a delivery slot of 23rd of Dec between 5 and 8pm. As it happened, we weren’t able to be home at that time but there was no note to indicate that a delivery had been attempted.

On Christmas eve, I tried to login to Dixons’ website to track my delivery. When my password didn’t work. I initiated a password reset. Twice. I didn’t receive an email from either. I also found that I had no confirmation of purchase emails either. A friend thinks this has to do with my email hosting provider. Maybe – but I think it may have to do with Dixons not sending them in the first place.

Today, I headed for Dixons’ website to begin the painful process of trying to contact Customer Services. I say painful because according to the reviews I’ve since read, I’m going to be in for a miserable time. I was concerned to find the website down – leaving only that distinctly unprofessional landing page. I checked out @dixonsonline on Twitter but found only a cheery message from Christmas Eve. Talk about missing the point of social media. What’s the point in staying silent when people most need to hear from you?

UPDATE 28th December

I blogged about this problem (no response). Tweeted about it (no reply). I went to Get Satisfaction – a forum that connects people needing customer service with the businesses they’re customers via a highly visible pubic platform – and found a lot of other people very unhappy at Dixons’ service. I also noticed some very good customer service agents at work there, to the company’s credit.

I lifted the email address of one of their agents from someone’s thread and emailed her directly outlining the situation and inviting her to help.

Within a couple of hours I had a response. A very efficient, polite and helpful response too. Hopefully, they’ll sort out my missing laptop tomorrow and deliver it to my son’s address…

I am impressed by the skills of the people representing Dixons on the Get Satisfaction website. I don’t think, however, that many people would find their way there as it’s not clearly linked from Dixons’ website and, when all’s said and done, if Dixons’ are paying cheap and employing rubbish couriers to deliver, then they deserve the reputation it seems they’re getting.

If you’re stuck, I can heartily advise going to Get Satisfaction and talking to the Dixons people on there. They, at least, know how to treat people well – thanks!

Post to Twitter Tweet This Post