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
    Wheat farmer (profile), 28 Jan 2011 @ 12:48pm

    No more Dell

    I recently decided to upgrade my monitor on my Dell 3100 desktop. Found one at Dell website and called Dell to confirm the IN1920 monitor would work without complication on my computer. Dell Order dept said it would only need to be plugged in. He did NOT tell me a new graphic card would be necessary. After the monitor arrived and I tried to use it, I called tech support, who said the graphic card would be an additional $44 to make the monitor work properly. When I asked about difficulty of installation, I was assured that all I needed to do was call tech support to walk me thru the easy installation. Today I received the graphic card and after calling Dell support, being transferred to three different depts and placed on hold, which all took over an hour, I was finally told that assistance with the installation would be $59. I am completely turned off by Dell and this experience. Each contact I had was not upfront with the cost of making this monitor change, with the necessary extra part needed, and the cost of tech support. I did my part by giving each Dell rep full information (service tag, etc) about my computer, so I thought I would have been given an honest response about the necessary costs of changing the monitor. I feel like I was taken advantage of by Dell sales and service and this experience has cost them a long term customer. (Our family has had 3 Dell desktops and 2 laptops.) No more Dell!

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