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
    Some IT Bastard, 13 Jun 2006 @ 10:34am

    Dude, your getting a Dell?

    I deal with Dell a lot. The suck. I have filled out their customer satisfaction forms before, and just left nothing but negative feed back.

    I hate computer people that answer the phone. Press 1 or say "yes" if you agree.

    I'm sorry, I did not understand you...

    The worst part is that you spend so much time placing your call in the right direction with these answering machines on crack, that when you get to the actual human...well, you would think they would have that information you does went through.


    I have to start all over with my name, and service tag, and what kind of toppings I want on my pizza, and is it delivery or carry-out...sorry, that's the new automated answering machine Dominos has.

    The one good thing to Dell sucking ass so much, is that on a few occasions, they have sent me the same part twice. So, I say let them suck still, just not as bad.

    First comment?

    Say yes or press 1

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