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
    George, 26 Dec 2008 @ 6:24am

    Dell financial services NIGHTMARE

    WAKE ME UP, PLEASE.. I ordered a Dell laptop with 64-bit Vista at their urging. Of course, it is incompatible with lots of the software I already have. they told me first they would send me a disk to install 32 bit Vista, then after three more calls to Tech, the said it would have to be returned. So I sent it back and was told 30 days wait for a credit to my account and could not order another before it was credited. then got their bill and had to make a payment ..! called and was told would NOW be 15 days for credit. finally, I called again and was told they credited ONE DAY after they got it. NOBODY THERE KNOWS WHAT'S GOING ON. AVOID LIKE THE PLAGUE

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