Is Dell Computer On Its Way Back?
A few years ago I purchased a Dell Dimension desktop computer online (and by phone; because Dell has primarily a virtual sales model versus retail stores). Just about every one of my phone calls with questions landed in a foreign country where English was a second or third language – Argentina, Brazil, and not surprisingly India. Besides the language barrier, there was also the customer service gap. These people were reading a script and process flows, versus truly understanding the business needs of the Dell customer.
I bought the computer anyway, but had buyer’s remorse when I had to call in for basic support and got routed around the globe when trying to reach a decision-making supervisor in the US. Here is a little hint: call in the morning if you can. In my experience, you have a better chance of reaching someone stateside in the am. Also, if you contact someone in sales, they might be able to help you.
Again, I have no problem dealing with foreign customer service people if they can help and are empowered to help and want to help and understand how to help. Otherwise, like so many other Americans, “just let me talk to an American who speaks English – or better yet, American.” I think Dell might be starting to see the light.
Once the number 1 seller of computers, Dell is now in the number 2 slot (and there is a reason for that). Founder and CEO Michael Dell now says that number 2 is not good enough. It is a little late in the game, but not too late.
Another case of Dell buyer’s remorse was that even after my own purchase, I recommended that my mother-in-law purchase a Dell. Unfortunately, she went through even more headaches than I did due to issues around a faulty CD player; years worth of headaches and run around with customer service. But, ultimately Dell accommodated her by rebuilding her machine and replacing the faulty components. Just about too little too late. But not quite.
Be sure to check out my next article on How Dell Computer Is Winning Customers Back.
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I’m glad i never really had to deal with Dell support, my Dell just keeps on going