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
    Pirate of Oceans, 28 Jun 2007 @ 12:01pm

    Replies to all comments mentioned above

    I have read all the comments mentioned above. Let me tell you that I am a tech working with Dell and I am From India....Many of you have issues with our language....our pronounciation...but even we have issues with Dell users..Customer dont even their keyboard very well... we have to guide them right from starting machine... showing them keys on keyboard...cant even read whats given on screen...cant pronounce word as easy as "technical" and we need to help them with everything...We do get customers who are irrate...even abuse us.. but dell policy prevent us from replying them back..we have to maintain smile on our face and tell them we will try our best to help them... and throughout the call they keep shouting, screaming and sometimes even abusing... customer call us for software issue...sorry this is hardware tech support but still we help them right from backing up their data(Sitting with them for hours even after our work hours, again not our job) to helping them to troubleshoot third party issues even if it is not brought from Dell. We go out of our way to help them in each and every possible way...and i hv been in conference call with your AMERICAN TECHS..they are so rude... dont have much technical knowledge and hang up call on your face... but you still support them... y ??? only because they are AMERICANS...We do get customers where local tech tell them to replace parts or Erase off their all data and they come to us and we resolve their problems...Dell users dont accept their mistakes and blame it only on Tech Support in India... you can point to tech support only if you are perfect.. so luk at our service, luk at our resolutions and our dedication. When other tech give up... we give resolution... and i bet Americans would stick to their duty hours, would do only their part of role... and wud not smile after abusing... would you??? think twice... and we may not be perfect but we are not that bad...DELL IS EXCELLENT. I am sorry if I hurt any one but i m really frustrated coz i c only negative about Tech support in India and about Dell.

    Thanks

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