Business Week is staying on Dell’s ass about customer service. After recounting its disasterous satisfaction ratings and various rants against them (including mine) and their panic to hire more customer-service and now their numbnutty attempt to actually start charging more for the crappy service they give, the report says:
While execs won’t say so publicly, the message is clear: That new PC you bring home comes with only the most rudimentary support. More hand-holding costs extra.
Indeed, Dell is rolling back some of the perks that now come standard. BusinessWeek has learned that in mid-October, Dell plans to redefine the term “free shipping” for its low-end models. Instead of delivering them to the customer’s home, Dell will mail them to the nearest post office for pickup. These customers have to pay extra for home delivery — although it comes standard with pricier models such as the new XPS line….
If customers don’t go for the new “pay-up” plans and service keeps sliding, Dell may have to put more money into solving the problem itself — or risk having more consumers defect to rivals.
I’ll say it again: Sell Dell.