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. icon
    Popeye (profile), 17 Jan 2010 @ 9:56am

    Poor Dell Support

    I totally agree, Dell has lost the edge. Last week we called and went thru the drill to get a replacement keyboard for a laptop. No problem they said, it'll be over-nighted. A week later, no keyboard. Mind you, I have a 24/7 in house contract. So, my patience is up and I call back today. After being dropped by Nerinder, Mohit, Ganeesh,and Pooja I fried. All were nice people but failed to call back after I was dropped. So I decide to try the online chat. The camera and sound come up and I see myself, cool I get to deal with someone direct. After a minute of looking at myself, I go back to the previous screen and see Navneet is typing away wanting to know my problem. A quick study, I close the video conferencing and look for away to type back, there is none. So I sit there and watch him tell me he's going to end the session if I don't respond. Needless to say frustration is building.
    So I go back to the trusty phone, and after going through Andria, and Salchin I finally get Harani. All nice people again. Harani wants to start from square one diagnosing the system, we spent half an hour last week doing that, we know the problem and he had the report. So no there going to contact me within two business days to make an in house appointment, that as good as it gets. Hopefully by the end of next week I'll have a business computer online again. I wonder if Dell would tolerate that service from a vendor of theirs, doubtfull. a loyal customer (10 Dells) that feels it's time to look elsewhere for equipment.

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