Dick Hunter, VP of Customer Experience at Dell

Here is a round up of the three part interview with Richard “Dick” Hunter, Dell’s Vice President of Consumer Customer Experience and Support.

The interview is a three part interview that lasted was posted on Service Untitled during the week of May 14, 2007. Each part, along with a description is listed below. Be sure to check out some of the other interviews featured on Service Untitled by clicking here.

Part 1 – Link
This part of the interview talks about why Dell’s customer service worse, who made the decisions that caused Dell’s customer service to worsen, and talks about Dell’s current position with outsourcing and offshoring. It also talks about how Dell comes up with its customer satisfaction numbers.

Part 2 – Link
In this part of the interview, Dick discusses what Dell’s biggest disadvantages are, what marketting efforts they have made, what he thinks people can learn from Dell (with tips about opeartions), and where he thinks Dell’s service is now.

Part 3 – Link
In this third and final part of the interview, Dick tells us what Dell’s biggest disadvantages are, what marketing efforts they have made, what he thinks people can learn from Dell (with tips about operations), and where he thinks Dell’s service is now.

8 Responses to “Dick Hunter, VP of Customer Experience at Dell”

  1. CustomersAreAlways said:

    May 17, 07 at 4:30 pm

    An Interview With Dell’s VP of Customer Experience…

    I’m sure many of us are wondering what Dell is up to these days in terms of customer service – at least I am anyways!   Just when I was going to hop over to the Dell blog to check out……

  2. Service Untitled » The hardest part about customer service. - customer service and customer service experience blog said:

    May 18, 07 at 3:23 pm

    […] A majority of this week has been dedicated to the interview with Dick Hunter of Dell. The interview (which I highly suggest reading) is done now, so it’s back to your normal programming. […]

  3. CustomersAreAlways said:

    May 21, 07 at 4:11 pm

    Carnivale of Customer Service: The Learning Edition…

    I am so looking forward to partying with y’all here at the Carnivale today 😉  If you’re new here and want to participate, visit the Carnivale of Customer Service info page.  As always, we have something to learn from each……

  4. Custserv » Service Untitled Interviews Dick Hunter, VP of Customer Experience at Dell - The New Competitive Edge said:

    May 22, 07 at 2:15 am

    […] How Dell is overcoming all these challenges? Found out all about it from Dick Hunter’s three-part interview with Service Untitled. […]

  5. Service Untitled » Two Stories from the Big Computer Companies - customer service and customer service experience blog said:

    Oct 22, 07 at 4:42 pm

    […] People who have been reading Service Untitled for a while know I have interviewed people heavily involved with customer service at both Dell and HP. At Dell, I interviewed the company’s VP of Customer Experience, Dick Hunter (link). At HP, I interviewed the company’s manager of consumer service, Janice Liu (link). Both interviews were really interesting and among my favorite interviews on the site. […]

  6. Dieter Loose said:

    Dec 18, 08 at 4:20 pm

    Dear Mr. Hunter
    My name is Dieter Loose and a proud owner of what I once considered to be the best in Computers. I have been having disk drive problems with my XPS 400 for many months. Service #30025903357, Case#000000626634627. After 6 total Operating Re-installs, replacement of both Optical Drives, your tech reps again solved the problem but once I upload critical updates both drives will not read any disc. I can assure you that re-installing operating software 6 times and still not being able to fully use my computer has been to say the least stressful. This morning I once again called your Technical Support Group, and when explaining my problems and asking to talk to a supervisor I was rudely disconnected. Being rather stubborn I called once more at 11.21am, explained my problem and requeted to speak to a supervisor. I was put on hold for one hour without anyone bothering to talk to me. This not some simple oversight but a diliberate attempt by your Technical Staff to solve a problem beyond their capability. I am herewith requesting your personal intervention to solve this problem. I have been one of your strongest supporters and have recommended your product to many of my friends.This will change and I will turn this matter over to our local Consumer Trouble Shooter if we are unable to resolve this problem. Please contact me at 303 688-9824 or 303 717-7240. I am also mailing this certified to you if I don’t hear anything from you within the next 72 hours.

    Respectfully yours

    Dieter Loose

  7. Chris Robinson said:

    Jun 10, 09 at 4:46 pm

    Mr, Hunter —

    Using this as a last resort as I’m filing with the better business bureau after here.

    Please check with your internal case system for case# 641000277 — the notes themselves explain the absolutely rediculous issue I’ve been attempting to deal with for two months now, over 10+ hour+6 phone calls.

    C. Robinson

  8. Paul Farris said:

    Mar 10, 11 at 9:02 pm

    I to have spent way to much time to resolve my Laptop issue that they created by not configuring my PC to match what I paid for. The computer was to have XP pro 64bit but it came with 32 bit.

    If Dell keeps this type of service in place it will die a slow death in the market place. E-mail is a powerful tool you know it can make or break a company.

    I hope to contact someone high enough in the company that will think about my issue and resolve it. Tech support and customer service can not resolve the issue so I hope I can find someone in the company that can.

    Paul Farris 919-705-2582