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
    Zuher Sam Manji, 17 Jun 2009 @ 6:54pm

    Poor Dell Customer Service

    I don't think Dell actually gets it. I had a large server order and there were going to be more but after this incident, I doubt there will be more business for Dell from me. I have sent them a letter with a cc: to Michael Dell and I received a response from a secretary somewhere telling me that they do the best they can and sometimes things are delayed. Never once has anybody taken responsibility for this whole fiasco.

    here is my email ..

    Hello,

    I am not sure if anybody at Dell actually gives a crap about the customer seeing that it is such a big company and sales are great, One lost customer I am sure is not a big deal. However I thought I might write to you and if there is somebody that care's maybe they can take a look at what happened so that history is not repeated.

    One of my clients is the ************ Institute of Technology's faculty department. Their workstations and server are on lease and the lease is ending at the end of this month.


    I explained to the Customer Service Rep that I purchased this Dell Server and had asked several time regarding delivery times in order that I may facilitate the installation of this server in a timely manner. I was told that the server would be here for me no later then June 2nd. Accordingly I allocated two technicians, one local and one I had to fly in from out of town to get this server setup. I had allocated 2 days for them to install, test and turn up this server. I also explained that I had no openings for the next couple of months and that if the server does not show up, I would have to farm of the job to another company and there was a potential of a loosing a client. One client in the grand scheme of things might not be important to you but it is very important to me.

    After placing the order I called several times, each time being put on hold forever and being transferred back and forth having to re-tell my story many times over only to be told finally that the server will be there basically when it will be there and there was nothing more anybody could do to get it here any faster. I spent many hours on the phone speaking to various customer service reps., explaining and pleading my case but again it was "there is nothing we can do, it will leave here once it is done and get there soon".


    Finally I saw an email that it was shipped and I called to see how it was shipped which the customer service agent would not disclose after repeatedly asking him, and all he would say is once it gets to the border it will be delivered the next day, Finally tired of not getting anywhere and being spoken too like I was his child, I asked to speak to the manager who informed me that it was shipped ground.

    As I sit here today writing this email, my technicians are gone and I had to pay them 2 days wages plus expenses from one of them and I have no open times in the schedule to get this server installed. I fail to see the logic or the reason of this whole situation and I am left with many questions..

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