Wal-Mart taps Dell for its own 'geek squad'
Already the biggest seller by volume of electronics in the U.S., some Wal-Mart stores are now trying their hand at tech support.
Starting this month in 15 stores around Dallas only, employees manning a new kiosk concept called Solutions Station by Dell will be available to do TV and home theater installations, PC repair, wireless network setup, and probably some other tech-related stuff too.
Dell and Wal-Mart have a pretty cozy relationship--Dell picked Wal-Mart as the first place to sell its PCs when the company started selling retail again last year--so the pairing isn't so surprising.
And this could potentially work out well for both. Dell has had problems with its customer service; in-person tech support, if Solution Stations customers feel satisfied, could be helpful in fixing its image. And Wal-Mart says this pilot program will help it find out more about what its customers want when it comes to installation and tech-related services--or if they want them.
For now, Wal-Mart says there are no plans to expand the service.
(Via Check Out)
Erica Ogg is a CNET News reporter who covers Apple, HP, Dell, and other PC makers, as well as the consumer electronics industry. She's also one of the hosts of CNET News' Daily Podcast. In her non-work life, she's a history geek, a loyal Dodgers fan, and a mac-and-cheese connoisseur. E-mail Erica. 

- by HaYeStyle July 18, 2008 11:34 AM PDT
- Dell still has terrible customer service. I sent the following mail to their customer service yesterday after experience poor service. I am still in shock that the agent hung up on me. Great customer service seems to be a thing of the past.
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(4 Comments)PLEASE ESCALATE THIS TICKET TO A CUSTOMER SERVICE SUPPORT SUPERVISOR. This was originally a problem with my order, but now is an issue with Dell customer service practice. I was on phone with customer service to check order status on Dell Purchase ID 2000xxxxxxxxx. I received an order acknowledgement email, but no confirmation email. After being transferred a couple times, I was told that it may have been a "marketing error" and I would not receive order. I should have at least received a cancellation email. Anyway, while on the phone with an agent, the agent hung up on me. I was not being impolite or rude to the agent. I only asked to speak to a supervisor when the agent could not assist me with my issue. I called back and after waiting 15 minutes, I believe the line dropped. I called back a third time to try and resolve the issue and an agent gave me the number 8664473355 to call about orders customer service. I tried calling that number and did not get through because during a call transfer, I think the line got dropped again. I work as an IT Specialist in an organization which purchases many computers annually (hundreds just within my sub-agency, thousands as a whole). This poor customer service practice will affect my decisions/recommendations to purchase a Dell. Not only that, but, as an IT Specialist, many people outside my organization ask for recommendations on what brand of computer to purchase. I understand that mistakes happen, but it is how those mistakes are handled, which shows the value a company has on its customers. It is obvious to me, that Dell has lost a hold of "legendary customer service" and thus, Dell has lost my confidence in their name and product.