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
    Anonymous Bosch, 13 Jun 2006 @ 1:00pm

    Would never buy Dell again

    My experience with service for my Inspiron 8100 laptop was terrible. The power supply is poorly designed and continued to break. (2 failed under warranty. The third was on my dime. Eventually there was a recall.) I now use a 3rd party power suppy after 1) trying to find a replacement on Dell's website to no avail -- what a terrible web site, and 2) finally getting thru to a service person -- native-English-speaking -- who would NOT place the order for a new power supply without me telling him for what purpose I use the machine. "Computing", I replied. He insisted and I continued to refuse until he told me he would ABSOLUTELY NOT sell me a power supply. I demanded to speak to his manager but (surprise) I was never connected. Never again will I purchase a Dell. Ironically, we tried 5 of their laptops at work a couple of years later. We returned them all. The power supply kept breaking.

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