Dell may be soon suffer from it's own Success
When you went to Business School in the 80's they would always speak about large companies like AT&T and IBM that got so big from their success, that their left hand did not know what their right hand was doing, and ultimately the company suffered from their largess.
I buy about one Dell Notebook every few months for the past 5 years for my company, and I've never had so much difficulty getting customer service, as I have this month. Dell has made their sales and customer service representatives so specialized, that it's often impossible to find out which person in the company can actually help you with your problem!
They have consumer, small biz and large biz division, each with it's own products configurations and prices, there is yet another set of three for online sales vs. phone sales, and yet another set between sales and customer service. so you have a choice of 12 different places to get help with your order. when you call customers service, they often tell you they don't hava access to the information, and refer you to sales. then sales has the access, but they are not authorized to make order changes, only customer service can do this.
What made things even worse, is they assigned my online sale to a real saleman who was on vacation, and nobody would help me because of this assignment. the salesman did not refer his orders to anyone else, yet left a 6 minute voice message telling you of all the other numbers you could call to get help, yet none of those people on at the other numbers were either authorized, or able to help at all!?
The Email confimation message to my order did not even include this specific sales contact's Email address, so I was fourced to endure this 6 minutes message, just to get that! All I can say is, something is really 'rotten in Denmark'.
I never got this kind of run around from Dell in the past. I just hope for shareholders sake, this is an isolated incedent. |
