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
    Former Dell Customer, 15 Dec 2006 @ 10:32am


    Based on the last few posts, it seems like we are finally hitting home with someone.

    I have just spent 4 days, a total of 14 hours, simply trying to order a power switch for a Dimension 4600.

    I was originally shipped a dual USB port. I've had a manager tell explicitly that "They aren't technically trained, and don't know what it is I am trying to order". THIS IS IN SALES!

    She then transferred me to tech support, where I waited another 2 hours.

    Thank God for the guy who answered (He was not Indian). He understood what I wanted, needed, and made it happen.

    Unfortunately for Dell, after two previous total fuck ups with customer service, we are done with them.

    No More.
    I'll pay triple for something else or build my own from now own. Shame since they had so so so much promise thru the early years.

    They are simply now the Chrylser/Ford/GM of American computers.........

    Get a clue Dell. And that clue doesn't reside in New Dellhi.

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