SB,..Re:. Hope Dell quickly puts this problem to rest
Looks like a mighty suspicious report to me rather than a Dell problem. First of all, as Rudy stated, it's not clear whether these problems were enterprise system related or PC/laptop type service problems.
In the report, Giga Information Group analyst Rob Enderle said the manufacturer was plagued by growing pains and losing new accounts because of service and support problems as well as product delivery delays
Furthermore, how could these supposed problems only affect 'mostly new customers' and not existing customers?
The reported problems appear to be limited to new corporate accounts in North America and Europe. Existing accounts and consumers have no real complaints, Enderle said.
Secondly, when a customer signs a contract for a multimillion dollar order of new equipment and services, the contract generally contains significant penalties for delay or non-performance of obligations.
Taking aim at the way management conducts business, Enderle said Dell (Nasdaq:DELL) had "a tendency to make commitments in order to get a signed contract that are not met once the contract is signed."
Thirdly, Dell uses Wang and Uniysis I believe for service so the argument about 'larger companies having specific service guidelines' doesn't hold too much water either.
Larger PC makers, such as IBM (NYSE:IBM), have specific service-related guidelines, which regulate the behavior of corporate account teams, Enderle said.
Lastly, in June 1999, PC Mag did a survey of customers of the PC vendors and guess which vendor scored the highest marks in service and support? Yep, it was DELL. You can read through all the reports at the sites listed below.
Repair Scores: Desktops vs. Notebooks
zdnet.com
Support Scores: Desktops vs.Notebooks
zdnet.com
zdnet.com
Lee |
