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
    Ex Loyal Dell Supporter, 13 Jun 2006 @ 10:57am

    Finally ! Will they listen now ?

    I am a very skilled IT person that has been a huge Dell supporter since they first appeared. I personally own and support more than 10 of their machines. We own thousands at work. When they made the move to India, it was a sad day for all of us who have to call them. Their support, ease of access and replacement policy was always their strongest asset in my opinion. Now, the wait in the phone queue is hours long, the person you reach is not the least bit skilled in support of the product, and the language barrier is immense. I HATE calling now for any reason and end up frustrated and on the edge of a breakdown after a call. Especially if I have lost connection after waiting an hour on hold and having to start over. I have had calls where I have been disconnected 3 times, and have to repeat all of my info again each time. Wake up Dell, you are driving us to your competitors - and I have been happily sharing my opinion with you everytime I am surveyed. I no longer recommend you to friends and family, because it would not be nice to do that to someone you like...and my office has made the choice to go with HP laptops when our replacement cycle comes up next month.

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