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
    DeJaVu?, 20 May 2008 @ 8:40pm

    Outsourcing to India was the worst idea corp America has come up with.

    Take a look at history, Dell sure did not. Wells Fargo tried to use offshore support for customer service. Those jobs are back here. Why? Same thing everyone is talkimg about. Service sucked. Look what happened to WAMU. They are going down the shitter with customer satisfaction. Why? Data Security is now handled by WiPro. WiPro??? Yes, so everyones Social security numbers, dates of birth, maiden/married name are now in full view of people who do not even live here. I worked in data security for WAMU and had to train the friggin retard with a "Doctorate" from India how to do my job. They F'd it all up. They knew EVERYTHING (Yeah Right) in five minutes. SO, whom ever is getting their panties in a wad about Americans bashing shitty service from Indians, go change your panties. It has only just begun.
    It's all about saving a buck for corporate business, because Indians supporting Americans is a Damned Joke. There are always exceptions to the rule, but, 99% of India based support SUCKS. I have flushed better things down the toilet. Piss Off.

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