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
    John W., 13 Jun 2006 @ 10:40am

    On-Shore?

    So does this mean I'm going to actually speak to someone on-shore who speaks friggin' English when I call their tech support? I have had TERRIBLE luck talking to tech support which seems to be in India. I have nothing against Indian people at all, in fact there are many Indians at my work and they are awesome to work with. However, in dealing with the Dell tech support people, if your response to them isn't exactly on the script that they're following, the script they've been trained to follow, then they blank out and put you on hold to go ask their manager something. Meanwhile, they've misrepresented what you've said to their manager and come back with an answer contrary to what you're asking them. It's so aggrevating! It's one thing to know how to pronounce all of the english words and have a superficial conversation, but a completely different thing to understand all of the nuances of english and respond properly to a technical request call. I returned a DELL workstation I was having a minor issue on just because their tech support pissed me off so badly. It's gotta hurt their sales.

    How'd that exporting of American jobs really pay off for ya there Dell? Companies have to stop letting the bean-counters influence business decisions strictly on what seems immediately cheaper without considering the long-term effects of that decision.

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