Thursday, August 12, 2004

Management:  Round Rock, we have a problem...  

The Dell management team down in Round Rock, Texas, has two problems. Number one is their customer service. Number two is a growing communication problem. They need to work on both.

Yesterday, a friend was complaining about ongoing issues they're having with Dell customer support. It brought to mind other other things I'd been hearing and reading. The company has been in the news due to growing problem with their customer support reputation.

It's even made its way into the the comic pages.

The longer these problems go on, the broader the effect in the wired marketplace. Bad reviews, negative customer feedback, and criticism on the Web can be cumulative. Dell's service problem is noticable in random places like here, here, here, here, here, and here.

Dell has established a good reputation overall and they continue to get good marks on customer service. But they are also more vulnerable than most companies to word-of-mouth issues, due to the lack of a real channel. And in the wired marketplace bad news can have a long life.

Dude, you've got some management issues.


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