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
    Roshin Kumar, 28 Sep 2010 @ 2:09am

    Re: Dell Support

    gr8, your prayers will be answered soon, be prepared to buy a new lap top, as my failed inside 2 yrs, & their service is bad, had 2 make reapeted calls, was kept on hold, then the line will get diconnected if I insisit on only hard disk replacement and not take their exorbitant coverage etc etc.
    From the day I purchased, I have been using this as a desk top, no shaking, no rough useage, only licensed software and licensed MCAfee, still it failed & Dell tech support says that it is a electronic item, it can fail any time, joke of jokes, tech repair guy is surprised that it has worked for 2 yrs, he says that I should be thankfull that it has lasted so long without any major defects. He also added that other companies laptops are worse and only Dell lasts so long. :(

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