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
    Browne, 13 Jun 2006 @ 1:23pm

    Re: Dell Support

    I have had the EXACT same experience. I too only buy Latitude and Optiplex for my company. GOLD Support on servers and worsktations?! YES, thank you!

    Frankly, the normal free support hasn't gotten any worse since the moved over seas. It has ALWAYS sucked. I'm from the US, in case you are wondering, have been in IT for 13 years... Dell's American support sucked just as bad as Indian Support, EXCEPT when you are willingto pay for it. Only the lowest common denominator jobs went overseas, I can't blame Dell for not wanting to pay unskilled workers, who have no desire to get more skills...

    I have friends that worked at Dell for years, and they told me, that Dell has a great advancement program to move up the support tiers, that very few people ever took advantage of. Bet that won't happen overseas...

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