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
    TheMajor, 13 Jun 2006 @ 3:51pm

    Bye Bye DELL

    Hey DELL....you've lost another customer with your dumb India "Customer Service"....and boy do I use that term lightly. It's really funny you, call and get somebody who can barely speak English and his name is always FRANK...I mean come on...you even script the rep's name...how demeaning...I run a consulting business and DELLs are now off my list. I no longer recommend DELL for anything...You have shot yourself in the foot....now limp off and die somewhere.

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