Tuesday, August 16, 2005

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.

About Us | In the News | Management | Contact Us | Archive | Premium Membership | Terms of Use | Privacy Policy | Careers | FAQ

All quotes are 15 minutes delayed. Copyright © 2006 by Catablast! Media Group LLC, part of the SeekingAlpha network. Web Design by Synexio Systems. All Rights Reserved.