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
    Deborah Hughes, 14 Jan 2011 @ 7:07pm

    Dell web page "support"

    I was trying to buy a Dell and the service I received on line was a disaster. It took hours, they screwed up everything, shipping time was critical as a friend was going to bring the computer to me, I live out of the country, that was clear to the agent helping me. From little things, like spelling the name on the credit card TWICE to the person and then they got it wrong when the order was completed, to a RUDE "concierge" named Jennifer, RUDE, RUDE, RUDE. Yes, I was angry and aggressive, after so many mistakes I did not want to buy it, but the deadline was pending and I'd already put HOURS into getting this PURCHASE done...I'm afraid to even think what will happen if I need "SUPPORT". Their service SUCKED.

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