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
    Graham Thomson, 4 Oct 2010 @ 9:13am

    Poor Customer Service With Walsh Western

    Left this one on their website today...

    The whole delivery to be exact. Ordered 19th September. Delayed processing of order - all Dell's fault. Order shipped, showed as arrived in UK on 1st Oct. So I arrange for someone to be at my home all day today, finish work early to relieve them of their duty, and when I get home I find that the Walsh Western tracking site now shows delivery as "n/a". So I ring Dell, who barely even apologise for the poor service on my 15th Dell PC. The first csutomer service agent cut me off after 10 minutes. The second customer service agent, Jof, told me that only 1 box had arrived, didn't seem to know where the other two boxes were, but assured me nonetheless that they would be delivered on Wednesday 6th, by which time I will be at the other end of the country. So, when your courier (rubbish courier) puts the card through the door, possibly on Wednesday, possibly not, for your tracking systems really arent up to the mark, I will get that late Friday evening, by which time their depot will be closed. I'll then have to ring them in a week's time, and arrange another delivery, since i am travelling on business all next week. Meanwhile my £1,031 laptop could be anywhere. Frankly it's some of the worst customer service I've seen. And when I suggested to Jof that Dell should offer me some recompense, there was just silence. Stony silence. Your couriers have let you and me down, and you've used them for years and years, so they should know better. I would suggest that you send me about £100 as a gesture of apology. Or perhaps a really nice black laptop rucksack, top of the range please, to go with my top of the range laptop (well, it was top of the range when I ordered it). Can't think when a multinational comnpany has annoyed me so much by performing so poorly, and didnt even have the decency to say "I'm really sorry". Please feel free to ring me. Mobile 07900 414171 is best.

    Regards,

    Graham Thomson.

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