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
    Ryan B, 30 Jun 2009 @ 1:51am

    If you're reading this, you're probably too late!

    Don't EVER buy a Dell computer if you plan on calling customer service. I didn't even have to ready through all of the previous comments to see a pattern of poor customer service. I have experianced it on both the tech side and the financial side. They still have not fixed the problem with the payment due date, and the computer still freezes up and needs to be rebooted.

    The topper, the back up drive (recovery drive) that is supposed to keep ALL of my files in case I need to reload my OS, didn't work like it was supposed to. And this was only 3 months after I made the purchase.

    Dell is one of our affiliate partners that we work with in our business, spending upwards of $1.5 million per year with Dell alone. We did $8.2 billion in sales for the fiscal year of 2008, and can project that with our growth, Dell will not be involved in the near future.

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