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
    Former Dell Emp, 13 Jun 2006 @ 2:17pm

    Re: Amen--it's about time

    I went to work for Dell at their TN tech support office. I was there for only about 3 months till I figured out exactly how little tech support we were allowed to do. Mostly it was just telling people what they had done wrong.
    I remember one night working with a customer trying to remove a virus from their system. About 90 minutes into the call, I decided to go check with one of the L2 techs and get advice. I told him What I had done so far and that I was just almost finished but couldn't get one or two files and registry entries out. He asked how long i had been working and I told him 90 minutes. I was then informed that I should have gottne off 50 minutes ago. I asked how and he said from now on to tell everyone who called in with any virus problem that they would have to reformat their computer....pure and simple. No tech support, no follow up questions....nothing....just reformat and sent them on their way and get back in the queue for another call.
    I am a tech support guy who likes ot help people, not brush them off to get the next tech in line. This bothered me so much I quit. I have found gainful employment now with a company that cares for the customers, not for the "quick fix on to the next" solution.

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