"Bureaucracies exist to perpetuate themselves"

. As someone who values good customer service, and does not mind to pay a little more for it, this email correspondence makes me ill. Apparently a customer service rep at Dell sent an email to CEO Michael Dell in regards to a customer's attempt to get a replacement power supply.

The crazy part? The customer had been trying to get a replacement for a year! Just reading the replies makes my stomach turn at the number of layers of BS the customer service rep bypassed by going directly to Dell, and then watching the ripple effect as it came back around to the rep.

Are all large companies doomed to insurmountable bureaucracy?

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About

Hi, I'm Kareem Mayan. I co-founded eduFire, an online video tutoring company.

I've done time at ESPN and FIM.

I advise WorldBlu, helping them build democratic companies.

I moderated a council for Creative Good.

And, I helped bring Barcamp, a technology un-conference, to LA, which is where I live. I am now living and working in cool cities around the world.

More about me.

Opinions stated here are mine alone.

Contact: blog -at- reemer

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