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
    DellDude, 13 Jun 2006 @ 11:28pm

    Another former employee

    I used to work there as well, from 95-98. The company was cool back then, it was before any outsourcing (TN or India).. Support and Customer Sat. was all they ever preached to us. They didn't track handle times for calls, we gave the customers all the time they needed. Things were good. Then Dell got too big, too rich, and decided to fire all the people that built their reputation, and send all the jobs to cheaper markets. Now their service sucks, they are gonna pay the price. Oh well! I personally stopped recommending Dellls to friends and family several years ago.

    Home Grown FTW

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