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
    Another former Dell tech, 13 Jun 2006 @ 3:48pm

    Re: Re: Amen--it's about time

    I also used to work there. I quit because of the sucky pay, but I do have a story about the Indian issue to share.

    During my little stint, there was one time when they brought in some "supervisors" from India. These were the guys the other techs would go to when they had a problem.

    We were all very anxious and happy about this because we had to deal with the aftermath once some Indian tech had them do a "dirty reinstall" and then forgot to include the drivers.

    Anyhow, I can't tell you how many jaws dropped and whispers emerged when these three guys walked onto the floor and sat down with...the WORST guy in the group! I mean, this guy treated his training like grade school and was more technophile than techie. He really had no clue what he was doing and we would often laugh at his troubleshooting technique (which usually consisted of him PMing us or coming behind us while we were on a call to ask a stupid question). It's amazing he had even passed his training.

    But there they were. Learning about tech support from him.

    They really need to bite the big one.

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