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
    Dont want to say Cause i could get fired from DELL, 16 Apr 2008 @ 7:20am

    Cant help it

    People these changes cant be helped. Its a change that every developed county has to go through. If you go through the news India is now outsourcing jobs to other contries. Infosys and Wipro now are giving out their jobs to some parts of China, Brazil and Germany.
    Now coming to Dell as a computer manufacturer ! They are like any other comp makers. If you search the internet you will have a bunch of people talking trash about HP, LENOVO, IBM etc etc FYI only 2% of all the comp made would have issues and 1% of all the people who buy those 2% would put their comments on blogs and many of them would love to blame indians for a defective product.
    As a Dell technician I would love to replace the entire system if you have an issue, but i cant because my boss and his boss would bite my head off.
    So here's what you do. If you get a new DELL COMP you have 21 days to try it. If you have an issue with the comp, call tech support try to fix the issue for say about 2 business days. Most of the time the issue get resolved. Now if that does not work out. Please contact customer care and State that you want to RETURN the comp. " Please do not ask for system exchanges because customer care will dump you back to Tech support " So once you say that you are not satisfied with the comp and that you want to RETURN the comp, an escalation team member will call you to try to save the sale. Please do not be rude to them and give them your smart ass redneck racist comments because if these guys want they can tell you to F off and you'll be stuck with that defective computer. Be calm and tell them that you spent a lot of money and you are not getting what you paid for. TADAAA you get a system exchange approved after 2 calls.
    i'm not saying all of us in india understand what you guys are saying over the phone. Some times i wonder why the HR dept hires such DUMB F***s. I can assure you that 80% of us understand you properly. Most of us watch southPark and MiamiVice hehehe..Kidding. Anyways even though we understand your lingo and ding dongs we cant change our accents in a few years. So guys all i request you to do is. Become smart. Showing your temper will not resolve anything. Watch Harold and Kumar goes to white castle. Buy an Anaconda. Stop using credit cards. And please stop giving out racist remarks. Go through this post and you'll see that DELL SUPPORT can be the best thing that's ever happend to you

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