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
    Teph, 14 Jun 2006 @ 7:16am

    Dell Gold

    I know I'm gonna get flamed for this.... here goes.

    I'm the systems administrator for a medical facility, and we use dell. We have dell business gold support on all our machines, and the support couldn't be better.

    I call and put in my ESC, and almost immediately I get someone on the line. Someone from Idaho who speaks ENGLISH. They don't argue with me. I say I'm a technician and my ram is bad. Or this motherboard is bad, and I have one in 4 hours. I'm super pleased with it. Never had any troubles.

    HOWEVER, I do realize that we pay a good amount to Dell for such support, so I will agree that it sucks to have to pay out the ass for good service.

    I've never owned a Dell for personal use, so I can't say much about their support on that end, but from the comments here i'd say maybe not so good.

    So yeah, I'm definately not making any excuses for Dell. Its bad business to have to pay a rediculous premium for good support... but I did want to say that it DOES exist in some form.


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