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
    Xelkos, 13 Jun 2006 @ 11:36am

    Good Machines, Bad Support

    Dell makes great macghines, but even with the best machines, they are not perfect and can break.
    And Dell used to have a great warranty, until they outsourced to India. The language barrier is the one of the worst issues, the other is that the technical support persons can't even promgram a VCR let alone understand how to fix a machine.

    One call, they wanted me to take off my router, turn off my software fire wall, and then my antivirus protection -BEFORE- they would proceed to help me.
    I explained to the technical supprt woman that I am on broadband, and by turning off all forms of protection wouls also open my computer open to attacks and such.
    But she insisted that if I id not do this they would not be able to help and would end the call.

    Some advice; Never tell Dell tech support you are behind a hardware firewall.

    Dude, get a Dell, and pray you never need tech support!

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