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
    So Fucking Pissed, 20 Mar 2008 @ 4:03pm

    F-Ing DELL!!

    OMG.. I can't believe how much time I have wasted in the last two days trying to get the shipping address on my order changed. After putting up with the stupid automated system for 15 minutes i FINALLY get a real person who promptly tells me i need to talk to someone else and transfers me. I get to the next person, give them all my information and explain again and guess what they say - i need to talk to somebody else. So i get transferred AGAIN.. then i get a hold of somebody who tells me that the only person who can modify the order is the person who created the order. So i need to find the phone number and extension on my email order confirmation... So i get that and call.. after several minutes on hold i get to a voicemail that said: "CLANG-CLICKA-CLAK!" - so i leave my message and also reply to the original email. 1 day goes by and no response from clang-clicka-clack. So i call back and press 0 for immediate assistance and promptly get disconnected. Then i call the abomination automated system again. Then i get a hold of someone who tells me that it is impossible to change the shipping address - and that he knows a lot about customer service and changing the address is impossible without cancelling the order. So i tell him fine, cancel the fucking order and recreate it with the right shipping address.. then he tells me he can only cancel it and i have to call sales to re-establish the order.. un-fucking-believable...

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