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
    geetha, 20 Feb 2012 @ 2:40am

    dell manager and sales executive domulur cheated. Took Rs 1,700 extra from me. unethical behaviour to customer

    I bought a dell laptop 2 weeks before. I booked the laptop in Croma showroom Sony world signal Bangalore. The girl took 44,700 from me and gave receipt for the same in Croma. But after I got the Laptop I saw It is Rs 43,000.I asked explanation to that girl(ANU sales executive, Dell Exclusive store Domulur).She was lying and telling some stories. I informed to the manager. He was talking in Unethical way saying I WONOT BOTHER ABOUT CUSTOMER SATISFACTION. I said to manager"I spent so much of money by making call and travelling". He said "I will give some Rs 100 for that". DELL MANAGER TREATED ME AS A BEGGER.


    SO DONOT BELIEVE DELL. THEY MADE ME AS A MAD.
    EVEN THOUGH I HAVE ALL EVIDENCE WITH ME NO BODY IN DELL READY TO LISTEN AND ACCEPT IT.ALL IN DOMALUR DELL SHOWROOM HAS SHARE IN THAT I GUESS.THEY ARE DOING THIS THING FOR SO MANY YEARS.So that they were are not listening me eventhough i showed the proof. nearly two weeks I was not sleeping because of this.I BECOME A JOCKER IN FRONT OF MY FRIENDS AND FAMILY.ALL ARE LAUGHING AT ME SAYING "NO IDIOT CAN BUY THIS LAPTOP FOR THIS RATE".SO PLEASE AWARE OF THEM. ESPECIALLY DONOT BUY DELL LAPTOP IN CROMA SHOWROOM AND DELL EXCLUSIVE STORE DOMULUR.

    I donot have enough money and time to proceed it.They are not ready to proceed it. So I left it.

    Suggest you friends not to buy Dell laptop anywhere especially in Croma Showroom near Sony world signal.
    If you buy I am sure they wonot help you if you get any problem.


    According to me there is no different between theif and that Dell Girl(ANU).



    THE GREAT LADY WHO CHEATED ME IS "ANU".
    THE GREAT MANAGER WOH TALKS IN UNETHICAL WAY IS "ABHISHEK".manager of Dell exclusive store Domalur

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