There are a bunch of news stories around this morning about Dell announcing “more aggressive pricing”. Analysts are writing about potential price wars.
Dell apparently also announced a planned improvement to its customer service and support, but either the analysts just didn’t believe it or they didn’t think it was important enough to write about. But I think a serious customer service war between Dell and anyone would be such a huge benefit to the PC users of the world.
Customer service is getting worse and worse, and Dell is one of the biggest offenders. The internet is full of Dell horror stories. I don’t know about HP’s customer service or tech support, but I’ll probably find out, as I doubt I’ll ever buy another Dell. We’ve always bought Dells here (except for the guys who build their own PCs), but after the last experience, at least I’ll never buy one again. It’s too bad – I like their PCs – but I will not support any company that treats me this badly.
We’re known for our excellent customer service and tech support. I don’t expect that level from other companies, but I do expect much more than I’m getting.
I’ve seen many discussions in the various ISP groups I read about customer service and tech support. Yes, it’s expensive, and, yes, it’s time-consuming. And yes, some of the users try hard to take advantage of it, and then everyone gets frustrated. But I really can’t see that providing bad service is the answer. And since I’m in charge, my vote is the one that counts.