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
    No Time For This, 23 Jun 2008 @ 7:36pm

    Service is better now...they cancel the orders for you

    I ordered on line on Thursday and get a call from Customer Care on Friday to verify and make sure I got the machine I wanted. They talked me into one upgrade on a sound card for $25. I asked about a discount I didn't see on my invoice. They gave me another number to call. I couldn't call right then but did on Saturday. That's when I found out they had cancelled my order. WHAT??!!

    They told me that, in the future, I should not order on line but use a rep instead. What?? And then told me I had to go online and reorder. BS. You screwed up - you fix it.

    An hour later, an order specialist finally got on the line and tried to recreate my order for me. But I was late for an appointment and told him to call my wife when he got done. He did. Said he couldn't get everything to match up perfectly, but for $22 more, I'd get Trend Micro Antivirus. She said fine. I get the order emailed to me. No anti virus and the total is $40 more. WHAT??

    I called back tonight, got transferred 3 times in 30 minutes until they hung up on me. Apparently it was closing time.

    So, it looks like things at Dell have improved. You no longer have to cancel your orders. They assume you'll be PO'd and they do it for you :-).

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