Comments on: Dell's new focus: Don't look back
With a new management team in place, the computer maker could be preparing to make changes to some of its core ideals.
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1. Being on the phone an average of 2 hours.
2. CSR's who are crabby or outright arrogant pricks.
3. Accents so thick you need a machete to cut through it.
4. Troubleshooting processes that really are above what the average customer is capable of. (PS. OK we are expected to take ESD precautions but the customer is not?)
5. CSR's who are NOT experienced enough. Some of the people I run across are geeks. Some even have BA's in computer science. Consistently I'm being told that the people on the phone are script readers. Not trouble shooters. So for the average person this may be fine. For the geeks of the world it?s just pissing them off something fierce when they already told the CSR that they ran the diagnostics, but they need to do it again....because. Just because. Many of the things they are being asked to do to their system could easily be dismissed with someone competent in troubleshooting.
If Dell is serious about regaining that market share from HP they NEED to do something about their customer service. I do my damnedest to mend the relationship while on site but there is only so much I can do for a truly pissed off customer who basically tells me they will never buy another Dell ever again. If they don't fix this Dell will continue to bleed customers to HP/Apple/Toshiba/Etc.
Customer SERVICE. Taking care of customers so that they become repeat customers.
their loyal customers to other manufacturers. Their earnings will
continue to decline and will soon be buried in debt and end up
losing factories, other assets and IP to India and China. To top it
off, government regulators currently investigating Dell, will
probably dig-up some nasty accounting practices which usually
happens to troubled companies as they try to get "creative" in
balancing their numbers. Best final thing for them to do is...
1. sell all inventory to clearance shops and internet stores such
as computergeeks.com
2. after selling all assets and IP, give the money back to stock
holders and close shop
what goes around, comes around :P
1. Being on the phone an average of 2 hours.
2. CSR's who are crabby or outright arrogant pricks.
3. Accents so thick you need a machete to cut through it.
4. Troubleshooting processes that really are above what the average customer is capable of. (PS. OK we are expected to take ESD precautions but the customer is not?)
5. CSR's who are NOT experienced enough. Some of the people I run across are geeks. Some even have BA's in computer science. Consistently I'm being told that the people on the phone are script readers. Not trouble shooters. So for the average person this may be fine. For the geeks of the world it?s just pissing them off something fierce when they already told the CSR that they ran the diagnostics, but they need to do it again....because. Just because. Many of the things they are being asked to do to their system could easily be dismissed with someone competent in troubleshooting.
If Dell is serious about regaining that market share from HP they NEED to do something about their customer service. I do my damnedest to mend the relationship while on site but there is only so much I can do for a truly pissed off customer who basically tells me they will never buy another Dell ever again. If they don't fix this Dell will continue to bleed customers to HP/Apple/Toshiba/Etc.
Customer SERVICE. Taking care of customers so that they become repeat customers.
their loyal customers to other manufacturers. Their earnings will
continue to decline and will soon be buried in debt and end up
losing factories, other assets and IP to India and China. To top it
off, government regulators currently investigating Dell, will
probably dig-up some nasty accounting practices which usually
happens to troubled companies as they try to get "creative" in
balancing their numbers. Best final thing for them to do is...
1. sell all inventory to clearance shops and internet stores such
as computergeeks.com
2. after selling all assets and IP, give the money back to stock
holders and close shop
what goes around, comes around :P
As for me anything Dell does is a lost cause. Once burned, twice shy!
As for me anything Dell does is a lost cause. Once burned, twice shy!
When HP had a hard time keeping AMD systems in stock, Dell said nobody wanted it.
That stupid blunder cost Dell. They were telling customers what they wanted instead of giving customers what they wanted. I think Intel had a hand in that, because Dell only started selling AMD when the awesome Core 2 came out.
And you are right, they missed out on the AMD highlight days, when the Athlon kicked the Pentium 4's behind and Opteron is still the ONLY real choice in a TRUE Multiprocessor system since Intel is still stuck communicating on the FSB along with everything else.
Even Intel's "quad core" which is not really, is just two dual cores on the same die but for one dual core to talk to the other (beyond cache) it has to go to through the front side bus.
Michael Dell is just as much if not more at fault for the misfortunes at Dell than Kevin Rollins was because Rollins inherited the "Dell" culture from him.
If Dell wants to get back into the consumer market then they have to listen to the customer and that goes against everything Dell is in this market. On the other hand they do care about their large business users and most of the have marketing and engineering sessions with them.
As far as the consumer market Dell has lost it and in my opinion will not get it back.
Fred Dunn
When HP had a hard time keeping AMD systems in stock, Dell said nobody wanted it.
That stupid blunder cost Dell. They were telling customers what they wanted instead of giving customers what they wanted. I think Intel had a hand in that, because Dell only started selling AMD when the awesome Core 2 came out.
And you are right, they missed out on the AMD highlight days, when the Athlon kicked the Pentium 4's behind and Opteron is still the ONLY real choice in a TRUE Multiprocessor system since Intel is still stuck communicating on the FSB along with everything else.
Even Intel's "quad core" which is not really, is just two dual cores on the same die but for one dual core to talk to the other (beyond cache) it has to go to through the front side bus.
Michael Dell is just as much if not more at fault for the misfortunes at Dell than Kevin Rollins was because Rollins inherited the "Dell" culture from him.
If Dell wants to get back into the consumer market then they have to listen to the customer and that goes against everything Dell is in this market. On the other hand they do care about their large business users and most of the have marketing and engineering sessions with them.
As far as the consumer market Dell has lost it and in my opinion will not get it back.
Fred Dunn
Ironically, Apple's capitalization passed Dell's last year.
Ironically, Apple's capitalization passed Dell's last year.
up an exclusive partnership with a retailer like Costco or Radio
Shack. This would prevent it from having to slug it out with its
competitors, but still give it a prominent place to showcase its
products. Dell already has a relationship with Costco dating back
to 2005, when it used certain Costco stores to rid itself of
outdated components, Bhavnani said."
Radio Shack is actually diversifying its brands. I've heard they
will even be carrying Apple laptops later this year. (Best Buy is
already doing so.) If they just got a manufacturer with a
growing market share, why should they want Dell? Nor does
having used Costco as a dumping ground previously bode well
for an equal partnership. Seems to me that Dell has burned a
lot of bridges and is getting desperate.
- A dubious idea
- by J.G. March 3, 2007 5:58 PM PST
- "If it decides to go this route, Dell might find it easier to strike
- Like this Reply to this comment
-
Showing 2 of 2 pages (82 Comments)up an exclusive partnership with a retailer like Costco or Radio
Shack. This would prevent it from having to slug it out with its
competitors, but still give it a prominent place to showcase its
products. Dell already has a relationship with Costco dating back
to 2005, when it used certain Costco stores to rid itself of
outdated components, Bhavnani said."
Radio Shack is actually diversifying its brands. I've heard they
will even be carrying Apple laptops later this year. (Best Buy is
already doing so.) If they just got a manufacturer with a
growing market share, why should they want Dell? Nor does
having used Costco as a dumping ground previously bode well
for an equal partnership. Seems to me that Dell has burned a
lot of bridges and is getting desperate.