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
    shanan, 14 Jun 2006 @ 5:58am


    "dude you got dell, you gonna go to jain and you what is happenig there,,, they put you to hell" dont get dell

    i had bought dell with patriotism in mind,,, guess what they are cheating all us americans... 85% parts and labor are from out side usa,,, damn these companies those are calling themselves american but very few american are working for them and there is no patriotism involved other than greedy bottom line. once i have had "techincal problems" and i called them... guess what happened after i placed a call...
    call has been transfered to non-native english speaking countries and there was a wait,,,it was breakfast time for me... so i and may family start breakfast and complted but only automated operator come to disturbed me telling me "your call is important to us, technical analyst will be right with you, please contineu to hold"... i finished breakfast.... still that damn message was interupting your daily life... i was very adament to hang-up and put call on speaker and engaged myself in other activities...lunch time came... and gone... dinner time came and gone... almost eight hours passed finally call has been transfered far eastern country and after few minutes talk, i was put back on hold to clarify and get permission to start procedure from management.... guys i aplogise to dragged you in this mess and long talk... but do you people in customer services say.. if you have bad experience... customer tells five people and chain reaction start and finally compny shuts down... i think so being a manager and has to talk to many meeting and confernces, the time has come whether dell will improve customer service or shut down... dude you got dell.. certainly you gonna go to hell...

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