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
    HowardTDuck, 2 Jan 2007 @ 4:57pm

    Dell Support Sucks

    I agree. I am senior system engineer and had the misfortune of dealling with Dell Support for the past 5 Years.
    Senario 1.
    I called Dell because the ATI Video card in the laptop has gone south. The problem was documented in their User Form. I was made to waisted 2 hours then again 2.5 hours of the customers time and money reformating the hard drive and reinstalling the hard drive because they would not give me an rma number. Befirore starting the 2nd install I informed the support guy that it was going to take more than 2 hours and asked if they were going to pay if it was the Dell computer's Fault. You all know the answer. I spent more than 2 hours doing it again. My cost to the customer was $525.00 however if an end user had called them they would never had gotten an rma number.
    This is just one example I can provide hundreds more.
    Senario 2
    All the motherboards in 65 optiplex computers purchased in 2004 need to be replaced because they has a design flaw that causes the Caps on the motherboard to blow.
    They will only replace them as they blow up.
    So far 32 of 65. They are just waiting for them to get out extended warrenty.
    I would chose HP or IBM/Lenovo or clones given an opportunity however it is not my descission.
    We have gold service and Dell Support still sucks.

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