Dude, You're Getting Shitty Service: Dell in Trouble
Customer service, it goes without saying, is integral to a company's success.In other words, you can have the coolest products in the planet, but if you can't lend a support system for them, you're as good as yesterday's newspaper.
In a survey conducted last quarter, users beat up on Dell, ultimately sending the world's largest PC vendor into a virtual tie with Apple.
The report awarded Apple a score of 81, compared with an industry average score of 74, in results released today.
Dell, on the other hand, earned a score of 74, 5 points lower than what they received last year.
If you own a Dell and have ever tried to reach the customer support line, you can emphathize with this: the length of time on hold with Dell customer service representatives was the #1 complaint.
Moral of the story, Mr Dell: don't increase revenues at the cost of service capabilities.
Customers are still frustrated by PC technology so pay attention, Dude.
We're unabashedly giving Dell an Underperform rating until their CRM improves.
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