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.

Reader Comments

Subscribe: RSS

View by: Time | Thread

  1. identicon
    WhooTAZ, 13 Jun 2006 @ 2:00pm


    At least I talked to an American today after about 10 minutes of waiting and surfing thru the 1, 2,3, 4's of their phone system.

    I had a PCI card that would not boot up on a BRAND NEW Optiplex GX520. There suggestion after about 20 minutes of on hold was to get another one and try it. Luckily I did and I did that already and said that is not the answer. There next response was, Ah, try bying a different model and more than likely the PCI card will work.....

    Yeah RIGHT! I took an older Dell 4600 and it works now I have to get 4 PCs swapped out to get this PCI card from Hell night mare back on track...

    The other day it took 20 minutes via Web access to get someone at Dell! HP or Gateway takes maybe 5 minutes MAX!!!!!! I guess they must have routed the call to MARS and no martian picked up then to the MOON and the man in the moon was out jogging or something....

    No improvements seen here from Dell within the last two days!!!!

Add Your Comment

Have a Techdirt Account? Sign in now. Want one? Register here

Subscribe to the Techdirt Daily newsletter

Comment Options:

  • Use markdown. Use plain text.
  • Remember name/email/url (set a cookie)

Follow Techdirt
Techdirt Gear
Shop Now: Techdirt Logo Gear
Report this ad  |  Hide Techdirt ads
Essential Reading
Techdirt Deals
Report this ad  |  Hide Techdirt ads
Techdirt Insider Chat
Report this ad  |  Hide Techdirt ads
Recent Stories
Report this ad  |  Hide Techdirt ads


Email This

This feature is only available to registered users. Register or sign in to use it.