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
    smilingtrish, 26 Jun 2006 @ 10:02pm

    1 hour of phone time for 8 days turn around time

    I just spent over 1 hour on the phone with Dell. They claim its my motherboard that is preventing my AC power supply from functioning. I have been dealing with my computers inability to work on AC power for over 3 weeks while we have dealt with this.Now they tell me I wont have my laptop for over 8 days... which means I can't work for over 8 days. BOOOOO.

    I too owned many Dells for the past 10 years. Why? They used to come to my house and fix the problems, or at least spend hours on the phone with me until it was resolved. Last time, they told me at the c prompt to type in REFORMAT umm hello we all know what that means. They didnt even warn me that typing that would erase all my memory. Good thing I knew better. I feel sorry for the gal who didnt and lost all her work. I will NEVER buy Dell again. or not until they figure out that customer service reigns supreme.

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