Dell Customer Service Takes Hits

In an article dated 20 February 2009, technology portal Cnet.com reported that Dell's customer service has taken a massive hit.

Reading the article, it states in a survey that Dell's service ratings have been slipping over the last few years.

What's interesting though, are the comments that come from readers of the article. It seems many are in agreement with the article and have found consolation that they are not alone. But if you ask me, to read such comments shows a clear sign that many are unhappy with Dell's service. One reader has even gone on to describe the experience as Dell Hell. It's encouraging to know Dell are taking measures to improve their service to their customers but some have questioned if it is already a little too late. How many times have we encountered situations where after buying an expensive item, the after sales service is shoddy at best and we hardly get any help at all?

In my opinion, computer manufacturers, distributors and resellers need to constantly evolve in the aftersales area in our increasingly wired and tech based world to win consumer confidence. Consumer confidence in your brand will only come with continued support from your backend and a constant improvement in offering better support and service to your customers, from the marketing to the aftersales end.

Here is a video I dug up, dated 11 March 2008, where Dell's Steve Schuckenbrock, president of global services and CIO at Dell, talks about the bad customer service reputation they have been getting.


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