The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
That's gotta hurt!
Monday - October 03, 2005 02:11 PM in
I wrote about Dell's customer service and public relations nightmare a few weeks ago. Jeff Jarvis had a bad experience with his Dell's extended warranty: the company (in Jarvis' opinion) basically refused to honor the warranty when the computer had problems.
But it gets worse for Dell, as Business Week has now picked up the story. In the Business Week article, we also learn that Dell has seen a dramatic plunge in its customer satisfaction, that the company plans to start charging extra for "premium" service and "free shipping," and that Dell competitor HP will provide diagnostic tools even for non-HP hardware and software. None of these strikes me as facts Dell wants to see publicized.
I don't know a whole lot about the internals of Dell's business, but the company does seem to spend a fair amount of money on advertising. How much of that advertising budget might have been better spent avoiding this kind of PR and customer service problem?
Posted by Peter Leppik
I don't know a whole lot about the internals of Dell's business, but the company does seem to spend a fair amount of money on advertising. How much of that advertising budget might have been better spent avoiding this kind of PR and customer service problem?
Posted by Peter Leppik
Posted at 02:11 PM by | | | |