Dell Finally Notices Its Poor Service Hurts Sales

from the ya-think? dept

For quite some time, Dell has been getting slammed for its shoddy customer service, something that's contributed to its slowing business and declining market share. But what was obvious to the outside world apparently wasn't clear to the company -- which at one point thought it would be a good idea to remove its toll-free support number from its web site to prevent people from calling -- as it's only recently really moved to improve its service and try to repair its dented reputation. This illustrates one of the downsides of competing largely on price -- when your competitors match, you've got to be prepared to differentiate and compete in other areas, something it looks like Dell's heavy focus on cost-cutting prevented. What's interesting is that many of the reforms Dell's new customer-service boss wants to implement are riffs on its manufacturing procedures, making it even more surprising that nobody noticed before. However, one stock analyst says all the changes (and resultant costs) "sure doesn't help Dell make its quarterly numbers" -- but when its poor service is holding back sales, the company's got little choice.

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  1. identicon
    Patrick Flannery, 12 Jul 2006 @ 11:56pm

    Dell's lousy technical help in India

    I have two dell computers towers side by side but since they moved all technical service to India so management can get bigger bonuses I will never buy another Dell computer until they move all technical repair service back to the United States and have American technicians only. I gave up on India over 2 years ago because I could never get any help from them at all because I could not understand their speaking. I hung up after 2 to 3 hours of waiting for no help at all. Dell's management ignored my emails on this because management today only thinks about their own portfolios and not the customer. There were good reports about management big bonuses they got because they outsource the technical help. Their bonuses mean more than the customers. It would be better if Michael Dell would sell the company to outsiders who go for customers. That way they could get rid of management they got now. The management takes big bonuses for cutting expenses taking their help to India. The last time I hung up on them the supervisor called me the next day and asked me " What can ve do to help you and I told him the first thing the word was "we" not "ve" and take back all technical work to the United States and he replied management will not do that because they get big bonuses from coming to India. Now since they woke up Dell will still keep the India so the management can still get big bonuses so the best thing for Dell is go broke and get out of the computer business entirely. I have bought 2 good Dell computers but I have had to spend thousands of dollars out of my pocket to get my technical help needed by going to a local repairman and I sent emails after emails to no prevail. When you close down by going broke which is the only good thing that can happen to your company now. How is your management going to increase their portfolios in the future? Invest it in other computer companies? I have two computers crash on me and I had to spend money out of my own pocket in repairs that cost more than my computers did. I suggest Dell's management tell themselves to spend all their bonuses by stock in other computer companies. Better yet. Why don't Mike Dell and all of his management move to India since they shoved India down our throats for big bonuses. Then that supervisor over in India can ask Mike and his idiots. "What can "ve" do to help you?" I suggest to the supervisor to put them on the phone for 12 hours a day to listen to the men he hired to get big bonuses and go thru the same agony the customers have have gone through the last 4 years or so. Then by that time Dell will be broke and no longer exist. This would be the biggest event in the life of the Dell Computer Company. To blow away in a big gust of wind. Then no more bonuses for putting their customers into the hell they created.

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